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SHIPPING PROTECTION T&C'S

Jolie Hair's Shipping Protection provides insurance for parcels that are stolen, lost, or damaged during shipping. In the unfortunate case that this occurs, Shipping Protection will ensure that you receive a replacement order, or a refund, if eligible.

Please review the policies below to understand what stolen, lost, and damaged items Shipping Protection will cover.

NOTE: When replacing an item or parcel, Shipping Protection covers the subtotal of the order. Shipping costs, and the Shipping Protection fee are not included.

 

LOST ITEMS

Order disputes for parcels lost by a shipping company must be claimed via email, a minimum of 7 days after the last tracking update was received, and before a maximum of 15 days. If the customer reaches out after 15 days, it may be too late for Jolie Hair to take action to retrieve the parcel, therefore, any lost parcel disputes claimed after 15 days will not be covered by Shipping Protection.

 

Half of an order missing

If an order is being shipped in multiple parcels and one of those parcels goes missing, Shipping Protection will provide a replacement for the items missing. The customer must lodge their claim, a minimum of 7 days after the last tracking update received.

Order marked as "delivered' too soon

If the customer files a delivery dispute on the same day that it was marked "delivered", Jolie Hair will wait 5 business days to ensure the parcel does not turn up. Sometime, shipping companies can accidentally mark a parcel as being delivered, when it is still in transit. 

Note: if the items that need to be replaced are out of stock, a store credit or refund will be provided to the customer.

  

STOLEN ITEMS

If the customer's parcel is marked as "delivered" but seems to have been stolen, Jolie Hair will require a photocopy of a police report before they can replace the parcel. The customer will need to go to the police station to get one. Please note that depending on the jurisdiction, a false police report may be charged as a misdemeanour or felony.

Order disputes for stolen items must be sent to us a minimum of 5 days after the delivery day - this is because sometime, shipping companies can accidentally mark a parcel as being "delivered" when it is still in transit, so this will allow time for the parcel to potentially turn up.

Wrong address delivery

If the parcel is delivered to the wrong address despite the address being input correctly, the parcel is considered stolen.

  

DAMAGED ITEMS

Photos will need to be provided to Jolie Hair showing the damage, and a replacement will be sent, if approved by Jolie Hair.

Note: if the items that need to replaced are out of stock, a store credit or refund will be provided to the customer.

  

EXCHANGES

If the customer has a change of mind on hair-clips, or is unhappy with their product, Jolie Hair is happy to provide a store credit once the items are returned to Jolie Hair (no returns/exchanges on the Flyaway Fix Serum, due to strict hygiene reasons), in perfect, unworn condition (with original packaging/boxes). 

Note: Jolie Hair do not offer any exchanges on earrings, hair-clips or belly-rings due to strict hygiene policies. All purchases on those items are final.

 

SHIPPING PROTECTION CANNOT BE CLAIMED IF:

Dispute is claimed too early, or too late:

Lost parcel claims must be lodged a minimum of 7 days after the last tracking update was received, and before a maximum of 15 days. If the customer reaches out after 15 days, it may be too late for Jolie Hair to take action to retrieve the parcel, therefore, any lost parcel disputes claimed after 15 days will not be covered by Shipping Protection. 

 

Order is "unfulfilled":

If the customer's order is "unfulfilled", the order hasn’t been shipped yet. Shipping Protection is not eligible until after the parcel leaves Jolie Hair's warehouse.

 

Incorrect/invalid address was provided by customer:

If a parcel cannot be delivered due to an incorrect or invalid address, the parcel will be sent back to Jolie Hair. Shipping Protection does not cover this, and the customer will need to pay the new shipping fees to get their parcel sent back to them.

 

Parcel is labelled "Return to Sender":

Shipping Protection does not cover parcels labelled "Return to Sender", as this was most likely due to an incorrect address, undeliverable address, or the customer simply did not pick up their parcel in time from the post office. The customer will need to pay the new shipping fees to get their parcel sent back to them. Please also note that parcels lost in transit on their way back to Jolie Hair, will not be covered by Shipping Protection. 

 

There are shipping delays:

Shipping Protection does not cover shipping delays caused by the weather, or other unpredictable events around the world. The customer must be patient for their parcel to arrive. 

 

There are express shipping delays:

If a customer has purchased express shipping, and the parcel takes a little longer than expected to get to the customer, Shipping Protection will not cover it. The customer must be patient for their parcel to arrive.