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Returns, Refunds and Exchange Policies

 

We are committed to providing quality products to our customers. While we hope that you are always satisfied with your StellaSimone LLC products purchase, we realize there are times that you may need to return a product. If you will need to return your product, please review the information below.

Return, Refund and Exchange Policy for:

Hair Extensions, Wigs, Hair Care Products and Accessories

What is our Refund and/or Exchange Policy?

We are proud to offer a return policy on unopened hair extensions, wigs, hair care products, and/or hair care accessories (except promotion gifts). We understand that there may be a case in which you need to return or exchange your order. We are more than happy to accommodate eligible* returns/exchanges within 30 days of receiving your order. 

Our policy lasts 30 calendar days. If 30 calendar days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

HOLIDAY RETURNS: We offer 30 days on eligible* items for a return or exchange for orders purchased between December 12th- January 12th of every calendar year. 

Incorrect, Missing or Defective Items

Contact us at returns@stellasimonesalonsystems.com in the email SUBJECT LINE: Missing or Defective Item(s), within 7 days of receiving your order to report a problem and to receive instructions.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Defective Items

If you suspect your hair extensions, wigs, hair care products, and/or hair accessories may be defective, email us at support@stellasimone.com. You must inspect your order immediately after opening it. Altering any hair extension products, wigs, hair care products and /or hair accessories in any way voids your ability to return the defective item(s). Any alterations to the hair care products, hair accessories and/or hair extensions, wefts wigs, including cutting, coloring, dying, hair color, toner, color depositing products, chemical treatments, razoring, removing the original clips or cutting the cap or lace on the wigs, and others not listed, will prohibit return or exchange requests. If alteration or damage is visible, the item will not be accepted back for a return or exchange and will be mailed back to you in the condition it was received. 

Hair Care Products and Accessories

If a product is defective please send a photo of the defect along with a description of the defect to customer service at returns@stellasimone.com , and we will gladly help you to resolve the issue.

Clip In Hair Extensions

What if my Clip-In extensions have a broken clip(s)?

There are (2) extra clips included with each set of hair extensions & instructions HERE (getgorgeoushair.blog/clipinrepair) on how to replace the clips so that you can start wearing your StellaSimone Clip-In Hair again.  If you do not want to replace the clip yourself, you can send the track back to us, we will repair it in a timely manner and ship it back to you. 

All Hair Extension Types/Installations:

Opened Merchandise or Remove From Original Package are not eligible for exchange

All items will be inspected to see if you qualify for an exchange, as opened merchandise will not be exchanged. In the case of hair extensions, your right to return is only valid if the hair extensions have not been removed from their original packaging and are in their original brand new sealed condition and the tamper seal, guarantee void seal, packaging has not been tampered with. Once the tamper evident, guarantee void seal has been removed or the packaging has been tampered with, they will not be eligible for a refund or an exchange. Human hair extensions are a hygienic product and cannot be returned or exchanged once they have been opened. We always take matters of hygiene and public safety seriously and DO NOT ALLOW opened items to be returned for the safety reasons. This is an industry standard, and other hair extensions suppliers do not allow returns of opened items for the same reasons. No exceptions will be made.

If you are unsure about the integrity of your security seal, contact our customer service via CHAT or email at:

returns@stellasimonesalonsystems.com

Emaill SUBJECT LINE: Security Seal.

 

*Return, Refund or Exchange Eligibility

Hair Extensions:

DO NOT OPEN, TAMPER WITH, OR REMOVE THE SECURITY SEAL.

Hair Extensions, Wigs, Hair Care Products and/or hair Care accessories must be in all of its original packaging & not be removed from the from the packaging.

Hair Extensions: Custom Lengths or Colors are final sale, and are not eligible for returns or exchanges. We recommend ordering Swatches to see the colors in person if you are unsure about the color before paying for a custom length.

The following items are FINAL SALE and are not eligible for returns or exchanges:

Custom Colors on Hair Extensions and Wigs, Hair Brush(es)/Combs, Swatches, Full Color Ring, Custom Color Ring, Storage Bag, Limited or Final Sale Hair Extensions or Wigs, Hair Weave Caps, Hair Wig Caps, Hair Shower Caps, Gift Promotions, and  FINAL SALE on any/all products sold under StellaSimone LLC.

Promotional Codes and Items:

Promotional items must be included with your return for a refund. Any purchase using a promotional code for a Free Product must also include the free product to receive a refund. Full purchase price of free product will be deducted from your final refund if you decide to keep the item.  

EXCHANGES

Store credit will be issued to your online account for exchanges. You can repurchase the correct hair care products(s), hair care accessories, hair extension shade and/or length that you would like to exchange it for at your convenience once store credit has been issued. Store credit will not be issued until your exchange item is received. 

All exchanges must go through our exchange process which can take 2-3 days to process once we receive it. We do not process returns on weekends. Please plan ahead accordingly and contact our customer service if you are in a hurry. Store credits may be issued to your account without notification & will be issued as soon as we process your exchange. 

Exchanging Hair Extensions for Different Lengths

We accept exchanges for a different length & colors for eligible clip-in hair extensions. 

Exchanges will be issued STORE CREDIT and you will be able to repurchase your desired length and shade. Any remaining amount will be redeemable as store credit. If you would like assistance choosing which length before making your purchase, send us an email to:  returns@stellasimonesalonsystems.com email SUBJECT LINE: LENGTH or contact us via our ONLINE CHAT on our website.

Can I return or exchange hair if it has been colored or dyed?

No. Should you choose to dye StellaSimone Hair Extensions or Wigs it is at your own risk, and you can not make a return or exchange once the hair has been dyed. We are not responsible and can not accept any returns or exchanges on hair extensions that have been treated with dye, toner, or color depositing shampoos/conditioners/products. 

Exceptions:

Several types of goods are exempt from being returned. 

Hair Extensions: 

ANY used and or/altered items are not eligible for return, exchange and/or refunds.

Hair Care Products and Accessories:

ANY altered items (not in the original packaging, logo, product name, barcode not visible, etc), are not eligible for return, exchange and/or refunds.

International Returns

Please write on outside of package “RETURN, NO DUTIES” or your package may be returned to you. 

Additional Non-Returnable items:

  • eGift cards
  • Gift cards
  • Gift certificates
  • Some health and personal care items

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the acceptance or rejection of your refund.

If your return is accepted, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

  1. If you haven’t received a refund yet, first check your bank account again.
  2. Then contact your credit card company, it may take some time before your refund is officially posted.
  3. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via CHAT or via email:

returns@stellasimonesalonsystems.com

Email SUBJECT LINE: Late or Missing Refund 

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

Hair Extensions:

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at returns@stellasimone.com and send your item to: 

StellaSimone LLC  

ATTN: EXCHANGES

3104 E Camelback Road Suite 2214

Phoenix, AZ, 85016, United States

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to

StellaSimone LLC

ATTN: RETURNS

3104 E Camelback Road Suite 2214 

Phoenix, AZ, 85016, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Shipping Labels:

We do not provide shipping labels for returns and exchanges. We strongly recommend you send your item back with a tracking number to avoid lost returns, and to view expected delivery.

How To Return Items

All StellaSimone Hair Extensions and/or Wigs:

Must be shipped back unopened in the original packaging. The packaging must not be opened, torn or defaced in any way or a return will not be issued. A copy of your invoice must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund.  Please note that refunds/exchanges for merchandise returned without submitting for a return/exchange will be denied.

All Hair Care Products and/or Accessories:

Must be shipped back with a copy of your invoice and must accompany your return/exchange to facilitate tracking of your returned product and to expedite your refund.  Please note that refunds/exchanges for merchandise returned without original invoice will be denied.

Hair Extensions and Hair Care Products Return and Exchange Address:

Please send your return/exchange to:

StellaSimone LLC

ATTN:  RETURNS

3104 E Camelback Road

Suite 2214

Phoenix, Arizona 85016 USA

All items will be inspected upon receipt to see if you qualify for a return/exchange. 

Hair Extensions:

Opened/tampered/worn merchandise will not be refunded or eligible for an exchange & will be returned to you in the condition they were received.

Refunds for Hair Extensions and Hair Care Products

Hair Extensions: 

A refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the packaging which is protected by the security seal. 

Hair Extensions returned are subject to 10% restocking fee. 

Hair Care Products and Accessories: 

You can return a product for up to 30 calendar days from the date you received it. For online purchases, please include the original shipping label with your returned product; for in-store purchases we require receipt or proof of purchase.

You may request a replacement product, be it similar or not, and any difference in price will be either refunded to you (if the replacement costs less than the returned product), or charged to you (if the replacement costs more than the returned product).

How Refunds Are Issued

A refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair care product(s) were not opened and taken out of the  packaging bottle or tube.

Refunds for orders purchased with StellaSimone eGift Cards and/or Gift Certificates will be issued as an Online Store Credit that customer can access by logging into their online account. 

Receive Refund or Store Credit

Returns will be refunded to the original form of payment within 1-3 business days after we receive your return. Please allow 2-3 business days after your return is received at our Returns Center for processing. Store credits will be issued within 2-3 days to your online account. You can view your store credit by logging into your online account. Note: It may take a up to 10 days until your bank posts the refund to your account.

Redeem Store Credit

To apply store credit to an order when checking out, you need to first log into your account. Once logged in you will see the available store credit listed in the “My Account” menu.  When you go to check out, you will be given the option to use the store credit to pay for your order or to use an alternative payment method and save the store credit for a future purchase. 

Store Credits & Gift Certificates

Gift Certificates and Store Credits:  are valid for one (1) year from issue date.

Shipment of Exchanged Items

Please allow 2-3 business days after your return to arrives at our Returns Center for processing. Once we have received, inspected and approved that the hair extensions are unopened, the security seal is intact, you will be issued a store credit to repurchase your desired shade/length for exchange. To ensure that your exchange is correct, please order the swatches that you think would be a better match to ensure the perfect exchange. You can also email us at returns@stellasimonesalonsystems.com email SUBJECT LINE: Photo(s) for our professional opinion of which shade would match better. 

Wrong Product Shipped

If you receive the wrong product, we apologize and we will do our best to quickly fix our mistake. Please contact us asap at returns@stellasimonesalonsystems.com or ONLINE CHAT with your order number, and detailed information and we will be happy to make it right.

Out of Stock Policy

Our inventory can fluctuate throughout the day, so an item indicated as “in­ stock” when you place your order may, in fact, be out­ of­ stock. In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder.

Most out ­of­ stock items are in stock again within 1-2 weeks & sometimes sooner. Backorders will automatically be upgraded to 2-4 day shipping (*Domestic orders only) to get it to you even sooner. Custom length items are not kept in stock, but can be special ordered for you and are shipped within three to four (3-4) weeks. 

You will have the option online, to request an email update when the item will be Back In Stock. You will be notified immediately when your item is available to purchase online.

Order Cancellation Policy

To cancel an order you have placed with stellasimone.com, you must contact customer support by email support@stellasimone.com  or ONLINE CHAT before it has been SHIPPED. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund. 

Delivery Refusal & Failure To Retrieve

When a customer places an order online and then subsequently refuses to accept delivery of the order, and for any other reasons that are attributable to customer error, the customer can be assessed a 10% restocking fee and full shipping charges.

How may I contact you?

Call us during business hours: 8:00am - 4:00pm (Arizona Time)  CHAT or email us anytime at support@stellasimonesalonsystems.com  and we will reply to you within 24 hours. 

StellaSimone LLC

3104 E Camelback Road

Suite 2214

Phoenix, Arizona 85016 USA