We love our Hautties and can’t wait for you to receive your order and share your beautiful pictures on social media! Here’s some important information about order processing and shipping times, as well as the process to request a return or exchange.
Processing Time
Most orders are processed and prepared to ship within 24-48 hours. During weekends, holidays, and during sales, there may be a delay of an additional 1-3 days. Certain sales may have even longer processing times, and that information will be detailed on that given sale.
Shipping Time
The shipping time for your order will be dependent on the shipping type you select as well as the country that will receive the order. We have shipping options as fast as 1-2 business days, and most priority shipping will be received within 5 days. Carrier delays, as well as lost or stolen packages, are not the responsibility of Hautelocks.
Returns and Exchanges
We accept both returns and exchanges within 14 days of receipt of your order. The hair must still have the security bands intact each piece to qualify for return or exchange. For pieces that have the security band removed or damaged, we will not accept returns or exchanges. Closures must be new and unused in order to be returned or exchanged. Closure defects would be noticeable within 14 days so please notify us within 14 days of receiving your order to begin an exchange request. If you feel you may have received a defective piece and would like to initiate an exchange or return, please see below.
Products must still be unused and unopened in order to be returned or exchanged.
Returns Process
If your items have not yet been shipped, contact us using the online chat or by email at [email protected]. You can call us to notify us that you want to cancel your order prior to shipping. If your items have already been shipped, follow the steps below.
To initiate a return for items that have been shipped:
- Log into your account and scroll to the My Orders or Recent Orders section. If you haven’t created your account yet, you must create your account first and use the same email you used for your order so it can be linked upon account creation.
- Click/tap View next to the order you’d like to return or exchange.
- Scroll down and click/tap on Return Item(s).
- Select the item(s) you want to return or exchange.
- Select the return reason and return action. If you are requesting an exchange or you feel your item(s) have a defect, please provide those details in the comments section.
- Click/tap Send
Once you’ve completed this process, our team will review your request and take the applicable action once the return has been received. Return shipping fees are your responsibility.
Defect Policy
If you feel that you may have received a defective piece that exhibits the following; excessive shedding, excessive tangling, excessive split ends, you may qualify for a defective exchange or return. Defects would be noticeable within 30 days so please notify us within 30 days of receiving your order to begin an exchange request. Please note, that such items will need to undergo an inspection process before any determination can be made. Hair cannot be inspected if it is currently installed. Hair that is been sewn through the wefts, or cut, may not be considered for an exchange, as those actions can create excessive shedding. Hair that has been chemically processed, will not qualify for a defect exchange. Please contact [email protected] to initiate your defect exchange. Once approved, please follow the return process above.