You are trying to purchase more products than available in stock.
EXCHANGE & REFUND
Return and Exchange Information
We are happy to accomodate exchanges & returns within 180 days of placing your order. We will only exchange or refund extensions that have not be opened, worn or tampered with. To request an exchange or refund, simply email us at email@example.com
Please send returns and exchanges to our warehouse. Please note, we do not accept drop offs or pick ups.
A&O | Superior Hair Extensions
1A/7-15 Gundah Road, Mt Kuring-gai
Please allow 3 working days for your return to be processed in our warehouse and a further 3-7 business days for the refund to be processed with the bank.
Some refunds are applicable to a 10% restocking fee. This restocking fee is applicable for all orders paid via Pay Later method eg Afterpay & Laybuy
We understand the struggles of colour matching online. This is why we have decided to include tester pieces on the top or bottom compartment of your Clip in, Halo & Ponytail extension packages. You can use this tester piece to determine if your extensions are a good match to your own hair, without having to open the extension set. Please note that the tester piece is part of the full set, and will need to be shipped back with your extensions for a refund or exchange.
Please do not tamper with your tester pieces. This includes cutting, dyeing, straightening, curling, washing or toning. We cannot accept extensions that have been tampered with.
Exchanges, Refunds or Store Credit
Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them or receive a refund (minus shipping costs incurred by Superiorhair)
Once we receive your return, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to firstname.lastname@example.org
Customers wishing to return their set will be responsible for all shipping costs. We will deduct the shipping cost incurred by Superior Hair off your refund.
If you are exchanging your order, you will be required to pay standard shipping fee of $8 AUD to cover the shipping costs. This cost will need to be covered before your order is shipped out.
If the products received are believed to be faulty/broken/damaged, please send them back to SuperiorHair for inspection. Upon inspection, if the products are indeed not of acceptable quality, SuperiorHair will reimburse for the return shipping fee, along with the exchange shipping fee (if applicable). If the customer chooses a refund, the refund amount will be processed in 3-5 business days.
However, if products are not broken, damaged or faulty, the return shipping fee cannot be reimbursed by SuperiorHair and exchanges will not be processed until the cost of shipping products back to customers are paid. SuperiorHair cannot refund/exchange opened products that are in good condition due to hygiene reasons. Please see "return and exchange information" for more details.
Do I need to pay for my own shipping for refunds/exchanges?
Any fees or costs of returning your purchases cannot be covered by SuperiorHair Extensions. We highly recommend you to add a tracking number when sending your package back to us, as we are not responsible for lost packages.
If you are exchanging your order, you will be required to pay standard shipping fee of $8 AUD to cover the shipping costs.
I’ve requested a refund. When will I receive it?
Once we have received the package and have confirmed that they are in acceptable condition, it may take 3-5 days for you to receive your refund. Please note that we process refunds as soon as possible, and refunds may take longer to show up for you depending on your financial institutions.
Can I cancel/change my order?
Absolutely. Provided that we have not dispatched your order yet, send an email to email@example.com to cancel or change your order, and we will do so if possible.
Include your phone number, order number, and what you would like to change it to. We will get into contact with you if required.
Please note that we cannot guarantee cancellations or changes, but we are happy to accomodate exchanges/refunds once you have received your products.
I’ve requested an exchange. When will I receive it?
Once we have received the hair and have confirmed that they are in acceptable condition, it will take us 1-2 business days to process and ship out your new order. An email will be sent to you once your new order has been shipped.
Can I get Colour Matched?
100%! Our Colour Match page has all the information you need to find the perfect set for you.
Will my shipping costs be refunded?
Return costs will be refunded if the product is found to be faulty, broken or damaged.
What is the exchange/refund period?
We are happy to accommodate exchanges/refunds within a 180 day period.
How do I find my order number?
When you purchase your order, there will be an order number allocated. This will be sent to your email that you have provided us.
Why can I not exchange/refund an opened set?
All of our extensions are human hair. This means that by law, we are considered a hygiene product. SuperiorHair follows hygiene guidelines very strictly, and therefore if we receive any extensions that are opened, or have been worn or tampered with, we will not process your exchange/refund.
Opened sets of extensions will not be resold. You can be assured that when you receive your extensions, they are clean and have not been used by others.
My extensions are faulty. What do I do?
In the rare case that you are unsatisfied with your extensions and believe that they are faulty, fill out this Quality Control form. We will review it, and get into contact with you ASAP.
Our curly extensions have been permed intensely to achieve the curl pattern they take on, due to this chemical process, it does cause the hair to appear and feel curly frizzy.
You can treat them with deep conditioning products and serums but overall they will not last as long compared to a standard set of straight ultra seamless tape-ins.
Please keep in mind, we only recommend Curly Tape ins for those who are naturally very curly!
No - as long as they are installed by a professional. Many customers report that the wefts actually protect their natural hair and allow for a healthier regrowth period.
It is highly recommended that you have these extensions installed by a professional. You do run a risk of damaging your hair or the product itself if you attempt to install them yourself.
The number of packs you need depends on the volume effect you wish to achieve.
One or two packs (ten or twenty pieces) provides highlights and fill out short layers around your face.
Three to six packs (thirty or sixty pieces) will provide a full head coverage for fine hair.
Six or eight packs (sixty to eighty pieces) provides ultimate body for medium to thick hair.
Our refund policy allows you to return products that you do not open, so we suggest buying a few more packs than you think you need - just in case. You can return the unused packs for a full refund of the purchase price.
Don’t wash your hair for at least 48-72 hours after installation. After this period, you are free to wash your hair as usual, but follow these tips.
✓ Never use products that contain parabens, sulphates, or alcohol.
✓ Only wash your hair 2-3 times per week - the less the better for the life of your extensions.
✓ Only condition the ends and mids of your hair.
✓ Wash your hair in one direction and try to avoid getting knots or snags in your extensions.
✓ After washing, wait for hair to become completely dry before brushing
✓ Use a weekly deep conditioning treatment on your mids and ends.
Find an extension colour that is as close as possible to your natural hair around half way down the strand, rather than at the root or tip.
We always recommend you get in touch with our team for a colour matching service to ensure you get extensions that look flawless. We can colour match you online. Find out more here.
Professional installations of Ultra seamless tape in hair extensions should last between 8 and 12 weeks before requiring repositioning given that you have properly cared for your extensions. This may vary due to your natural scalp production of sebum and hair growth rate.
You can re-use these extensions up to two-three times if you care for them well, keeping in mind, they will not last as long as your average Straight Ultra Seamless Tape-in!
An industry professional can remove and reinstall these extensions quickly and easily. First they remove all tape ins using a tape-in remover and remove all adhesive and residue from each weft. They then wash and clarify each weft before blow drying them with a heat protectant. Then, they are able to reinstall these tape in extensions into your natural hair.
We are so sorry to hear that you have received the wrong order. Please contact customer services at firstname.lastname@example.org and provide your order number and we will assist you further. We are happy to cover return costs to us so we can get your correct order on way.
Avoid putting your hair underneath the water when you have hair extensions. Ocean water salt and swimming pool chemicals causes tangles and takes moisture out of your hair, plus it a negatively affect the adhesive bonds of your extensions.
If you do accidentally get your hair extensions wet while swimming, rinse your hair with fresh water as soon as possible, and apply a leave in conditioner or spray in condition to alleviate the impact.