Shipping & Returns

Return

Return Window: Return requests must be submitted within 30 days of the carrier-confirmed delivery date.
Return Approval Required: Customers must submit a return request and receive approval before sending any item back. Returns sent without approval will not be processed, and reshipping will require an additional shipping cost.
Return Shipping: If the return is not due to our error, such as a defective item, damaged item, missing item, or wrong item shipped by us, the customer is responsible for return shipping costs.
Restocking Fee: Approved returns that are not due to our error are subject to a 20% restocking fee. Additional deductions may apply if the item, packaging, tags, accessories, or included materials are missing, damaged, altered, opened, used, or not in resellable condition.
Refund Amount: Refunds are calculated by subtracting the original shipping fee, actual outbound shipping cost, return shipping cost if applicable, restocking fee, and any other applicable deductions from the total amount paid by the customer.
Free Shipping Orders: If your order qualified for free shipping and the return is not due to our error, our actual outbound shipping cost may be deducted from your refund.
Item Condition: Returned items must be unused, unopened, unaltered, and in original resellable condition with all tags, packaging, accessories, and included materials intact.
Non-Resellable Items: If the item is not resellable upon receipt, we may refuse the refund. The customer will be responsible for the shipping cost to have the item sent back.
Hygiene and Personal Care Items: For health, hygiene, and safety reasons, opened, used, worn, tried-on, washed, brushed, combed, cut, altered, colored, styled, sprayed, scented, installed, or otherwise handled hair, wigs, cosmetics, skin care, lashes, adhesives, and personal care items are not returnable or exchangeable.
Wigs and Hair Products: Wigs and hair products are not returnable if the lace has been cut, tags have been removed, the hair has been brushed, combed, washed, styled, colored, sprayed, worn, installed, or altered in any way.
Photo Requirement: We may request photos or videos of the product, packaging, shipping box, packing slip, and shipping label as part of the return approval process.
Damaged, Defective, Missing, or Incorrect Items: Claims for damaged, defective, missing, or incorrect items must be reported within 3 calendar days of delivery. Photos of the item, packaging, shipping box, packing slip, and shipping label may be required. Please keep all packaging until the claim is resolved.
Final Sale Items: Final sale, clearance, discontinued, special order, wholesale, and promotional items are not returnable or exchangeable unless the item is defective, damaged, missing, or incorrect due to our error.
Color, Packaging, and Product Variations: Product colors, packaging, labels, textures, and appearance may vary slightly due to screen settings, lighting, manufacturer updates, or batch differences. These differences are not considered defects unless the wrong item was shipped.

Exchange

We do not process direct exchanges. Approved exchange requests are handled as a return for store credit.
If you wish to exchange an item from your order, you must first submit a return request and receive approval.
Once approved, the customer is responsible for shipping the item back. We do not provide a free return label. If available, you may purchase a return label through us.
After the returned item is received and inspected, approved exchange returns will be issued as store credit to your account.
Original shipping charges are non-refundable. If your order qualified for free shipping, our actual outbound shipping cost may be deducted from the store credit.
A 20% restocking fee may apply to approved exchange returns that are not due to our error.
Used, opened, worn, altered, damaged, or non-resellable items are not exchangeable.

Cancellation

Cancellation requests are not guaranteed. Orders may be cancelled for a full refund only if the order has not entered processing, packing, label creation, or shipment.
Once an order has been processed, packed, labeled, shipped, or picked up by the carrier, it cannot be cancelled and will be handled under our return policy.
If you wish to cancel your order after it has shipped, the customer is responsible for return shipping costs. The refund will be processed after deducting the original shipping cost, return shipping cost if applicable, restocking fee, and any other applicable deductions.
If you refuse a shipment from the carrier, the package will be treated as a refused package or return to sender. The original shipping fee will not be refunded, and a 20% restocking fee may apply.
For in-store pickup order cancellations, a 20% restocking fee will apply once the order has been prepared at the selected location.

Shipping

We offer free shipping within the contiguous United States on orders over $70.
Orders shipped to Alaska, Hawaii, U.S. territories, APO/FPO addresses, and international destinations are not eligible for free shipping unless otherwise stated.
Orders under $70 will be charged a $7.99 flat rate shipping fee within eligible U.S. shipping areas.
For international orders, shipping costs are calculated based on destination, weight, size, and number of packages. Customers are responsible for all applicable shipping costs.
Orders placed before 8:30 AM CT on business days are usually processed the same business day under normal circumstances.
Expedited Shipping Cut-Off: UPS Next Day, UPS 2-Day, UPS 3-Day Select, and any other expedited shipping methods are subject to our order processing cut-off time. Orders placed after 8:30 AM CT on Fridays will not be processed or shipped until the next business day, even if an expedited shipping method is selected at checkout.
Weekend and Holiday Processing: We do not process or ship orders on Saturdays, Sundays, or holidays. If an expedited order is placed after the Friday cut-off time, it will be processed on the next business day, usually Monday unless Monday is a holiday.
Expedited Delivery Time: UPS Next Day, UPS 2-Day, and UPS 3-Day Select delivery times begin after the package has been processed, picked up, and scanned by the carrier. Delivery time does not begin when the order is placed.
Processing times are not guaranteed and may be delayed due to order volume, payment verification, inventory issues, address issues, holidays, weather, carrier delays, or other circumstances outside our control.
Processing time means the time needed to prepare your order and does not include carrier transit time.
If our delivery system detects an incorrect address or missing apartment, suite, unit, or building number, we may contact the customer. Delivery may be delayed until the address is confirmed.
Customers are responsible for entering a complete and accurate shipping address at checkout. We are not responsible for packages shipped to an incorrect or incomplete address provided by the customer.

Route Package Protection

Route Package Protection is available at checkout as optional package protection for lost, stolen, or damaged packages.
Route Package Protection must be purchased at the time of checkout. It cannot be added after an order has been placed.
If Route Package Protection was purchased and your package is lost, stolen, or damaged in transit, you must file a claim directly with Route through Route’s claim process.
Route will review and resolve eligible claims according to Route’s policies, deadlines, documentation requirements, exclusions, and approval process.
Route may require photos, videos, claim information, or additional documentation. We do not control Route’s claim decisions.
Route Package Protection does not cover returns, exchanges, buyer’s remorse, incorrect item selection, product quality concerns, manufacturing defects, customs issues, refused deliveries, incorrect addresses entered by the customer, delivery barriers, or packages marked return to sender. These matters are handled under our store policies or by the carrier, depending on the issue.

Lost, Stolen, or Damaged Packages

If Route Package Protection was purchased and your package is lost, stolen, or damaged in transit, please file a claim directly with Route.
If Route Package Protection was not purchased, your order will not be covered by Route.
Once a package is marked “Delivered” by the shipping carrier, we are not responsible for lost, stolen, misplaced, or missing packages.
If your package is marked delivered but you cannot locate it, please contact the carrier directly and check with neighbors, household members, building management, mailroom staff, front desk, leasing office, or your local post office.
We may assist with tracking information when available, but refunds, replacements, or store credits are not guaranteed for packages marked delivered when Route Package Protection was not purchased.
If tracking shows only “pre-shipment,” “label created,” or “shipment information received,” the package may not yet be in the carrier’s possession. Please contact us so we can review the order status.
For damaged package claims, photos of the damaged item, inner packaging, outer shipping box, packing slip, and shipping label may be required. Please keep all packaging until the claim is resolved.

Local Delivery & In-Store Pickup

Local delivery and in-store pickup are available Monday through Friday only.
Orders prepared and ready by Friday may still be picked up on Saturday, if the selected location is open for pickup.
If an in-store pickup order is not picked up within 14 days from the order date without any notification, the order may be cancelled and a 20% restocking fee will be charged.

Refused Package / Undeliverable as Addressed / Return to Sender

If a package is refused, undeliverable as addressed, returned to sender, or returned due to an incorrect or incomplete address provided by the customer, the customer is responsible for all related shipping costs.
If you wish to have your order reshipped, the customer is responsible for the additional shipping fee.
If the customer does not wish to pay the additional shipping fee, the returned package will be treated as a return.
A 20% restocking fee will apply, and the original shipping fee will not be refunded.
If a package is returned to us due to an incorrect address, refusal, failed delivery attempt, unpaid customs or duties, or delivery barrier, the original shipping cost, return shipping cost, carrier fees, and any applicable restocking fee may be deducted from the refund.
If the returned item is not received by us in resellable condition, the refund may be denied.

International Shipping Policy

Aerosols are considered dangerous goods and are subject to strict international shipping regulations. Aerosol products cannot be shipped internationally.
Customers are responsible for any customs duties, import taxes, brokerage fees, tariffs, or other charges imposed by their country. These fees are not covered by our company.
Additional shipping fees may apply for international orders depending on the destination, size, weight, and number of packages.
International customers are responsible for confirming that the items ordered may be legally imported into their country.
We are not responsible for customs delays, import restrictions, seizure, refusal, abandonment, or disposal by customs or the carrier.
If a package is returned due to unpaid duties, refusal, customs issues, import restrictions, incorrect address, or failed delivery, the original shipping charge, return shipping charge, customs fees, carrier fees, and any applicable restocking fee may be deducted from any refund.