Shipping, Exchange & Privacy Policy
SHIPPING, EXCHANGES, RETURNS & PRIVACY POLICY
SHIPPING
Australian Orders:
Most Australian orders are sent via Express Tracked Australia Post.
Delivery is often next business day within Perth and approximately 1–3 business days to many Australian locations; however, delivery times are estimates only and can vary depending on Australia Post, your location and circumstances outside our control.
Femme Fatale Hair Extensions cannot guarantee an exact delivery date once a parcel has been handed over to the postal or courier service.
If more than 14 business days have passed and your parcel has not arrived, please contact us at:
femmefatalehairextensionsaus@gmail.com
We will assist you in checking the tracking and delivery status.
International Orders
International delivery times vary depending on the destination, customs processing and the local postal or courier service.
International orders may be subject to customs duties, import taxes or other charges when entering the destination country. These charges are the responsibility of the customer.
Femme Fatale Hair Extensions does not control customs charges or delays caused by customs authorities or international delivery services.
EXCHANGES, RETURNS & REFUNDS
Incorrect Colour, Length, Quantity or Change of Mind
We understand that choosing hair extension colours online can sometimes be difficult.
We do not offer refunds for change of mind, incorrect colour selection, incorrect length selection or an incorrect quantity ordered.
If you have selected a colour that is not suitable, we are happy to offer an exchange for another eligible shade or store credit, provided the extensions meet our return conditions.
Please contact us within 14 days of receiving your order to arrange an exchange.
For a voluntary exchange or store credit:
The hair must be completely unworn, unused and unaltered.
All gold bands, hygiene bands, security ties and seals must remain intact.
The hair must not have been tried on or installed.
The extensions must not have been washed, coloured, cut, chemically processed or otherwise altered.
The extensions must be returned in their original packaging and condition.
For hygiene reasons, we cannot accept voluntary exchanges or change-of-mind returns once the hygiene/security bands have been removed or the hair has been worn or altered.
You are welcome to carefully hold the extensions against your natural hair to check the colour while keeping all bands and packaging intact.
These hygiene conditions apply to voluntary exchanges and change-of-mind returns and do not limit any rights you may have under Australian Consumer Law in relation to faulty goods.
COLOUR EXCHANGES
If you have selected the wrong colour, please email:
femmefatalehairextensionsaus@gmail.com
before returning the extensions.
Hair extensions may be exchanged for another eligible shade within the same product range, subject to stock availability.
The customer is responsible for the cost of returning the original extensions and the postage cost of sending the replacement.
Please return your extensions using a tracked postal service. We strongly recommend retaining your tracking number, as we cannot take responsibility for a return parcel that does not reach us.
Unless otherwise arranged with us, please include a prepaid tracked postage satchel for your replacement order.
An exchange or store credit can only be processed after the returned extensions have been received and inspected.
If you urgently need another colour before your original extensions have arrived back to us, you are welcome to purchase the replacement shade as a new order. Once your original eligible return has been received and approved, the applicable returned value can be refunded against the replacement order.
STORE CREDIT
Eligible unused extensions may also be returned for store credit instead of an exchange within 14 days.
Store credit does not expire and is linked to the email address associated with your customer account/order, allowing you to use it toward a future purchase.
ONLINE COLOUR MATCHING
Hair extension colours can appear differently online depending on lighting, photography and the screen being used.
Different phones, tablets and computers may display the same colour differently depending on screen brightness, warmth, colour settings and display technology.
For this reason, an exact online colour match cannot be guaranteed.
If you are unsure which shade to choose, you are welcome to email us clear photos of your hair taken in natural lighting without filters, and we can recommend shades from our range.
Colour recommendations are provided as guidance only, as colour appearance can vary between photographs, screens and real-life lighting.
ORDERS PLACED IN ERROR
If you have accidentally placed an incorrect order or ordered the wrong quantity, please contact us as soon as possible.
If the order has not yet been processed or dispatched, we will do our best to assist you in correcting it.
Any voluntary cancellation or refund offered before dispatch may exclude non-refundable payment processing costs where permitted by law.
Once an order has been dispatched, shipping charges are non-refundable for change-of-mind returns, and the customer is responsible for return postage.
FAULTY OR DEFECTIVE HAIR EXTENSIONS
We take product quality seriously.
If you believe there may be a fault with your extensions, please contact us as soon as reasonably possible at:
femmefatalehairextensionsaus@gmail.com
Where possible, we ask that you contact us within 14 days of becoming aware of an issue so that we can investigate promptly. This timeframe does not limit any rights you may have under Australian Consumer Law.
Please provide photos, videos and details of the issue where possible.
If you believe there may be a fault, please stop using or altering the hair until we have had an opportunity to assess the issue.
If you are unhappy with the colour, grams or another aspect of your order before installation, please leave the hair in its original packaging with all bands intact and contact us before installing it.
PRODUCT ASSESSMENT
We may need the extensions returned so the issue can be properly assessed.
Where appropriate, we may also obtain information or an assessment from our manufacturer; however, Femme Fatale Hair Extensions remains responsible for dealing with customer remedies in accordance with Australian Consumer Law.
For WA customers who collected their extensions or are local to our salon, we may ask you to book an appointment so the hair can be inspected in person.
During an assessment, we may examine the condition of the hair and, where appropriate, test how the extensions respond to suitable extension-care products or treatments.
If the extensions need to be returned for assessment, we will provide instructions.
Where a genuine product fault is confirmed and we are legally responsible for reasonable return postage costs, those costs will be handled in accordance with Australian Consumer Law.
HAIR CARE & PRODUCT-RELATED ISSUES
Human hair extensions require appropriate ongoing care.
Dryness, tangling or breakage can sometimes occur as a result of unsuitable products, insufficient moisture, excessive heat styling, chemical processing or incorrect aftercare rather than a manufacturing fault.
We may ask you what products and hair-care routine have been used when assessing a complaint.
We strongly recommend using products that are suitable for our Russian-grade cuticle hair extensions.
Some high-protein or bond-building products can cause certain extensions to become dry or tangled when used excessively or when they are unsuitable for the hair. This may include some treatments from brands such as Olaplex, K18 and certain salon masks.
We also recommend checking what products are being used before having extensions shampooed or treated by another salon.
If unsuitable products have been used, we may recommend switching to our recommended extension-care products for a period of time to determine whether the condition of the hair improves.
If the issue is caused by inappropriate care, unsuitable products, insufficient moisture, excessive heat or other misuse rather than a defect in the hair, it will not be considered a manufacturing fault.
ALTERED HAIR
Cutting, colouring, bleaching, chemically processing or otherwise altering extensions can affect our ability to determine the original condition of the product.
Where an alteration has caused the problem or prevents the alleged fault from being properly assessed, this may affect eligibility for a remedy.
This does not exclude any rights that cannot legally be excluded under Australian Consumer Law.
IF THE HAIR IS NOT DEFECTIVE
If an assessment determines that the extensions are not defective and the issue is related to dryness, product buildup or aftercare, we may recommend or perform an appropriate conditioning treatment and provide advice regarding suitable ongoing care.
If you have simply decided after wearing the extensions that hair extensions are no longer suitable for you, this is considered a change of mind and does not qualify for a refund.
Used hair extensions that are no longer wanted may potentially be privately resold by the owner through marketplaces such as Facebook Marketplace or Gumtree. We recommend that any extensions being resold are thoroughly cleaned and conditioned first.
FRAUD & ORDER VERIFICATION
To protect our customers and business from fraudulent claims, we may request reasonable proof of identity or proof that you are the person who placed the order when investigating a claim.
Where we reasonably suspect fraudulent activity, we reserve the right to investigate the matter and, where appropriate, refer suspected fraud to relevant fraud-prevention services or law-enforcement authorities.
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
Our voluntary exchange policy for incorrect colour selection or change of mind is separate from these statutory consumer rights.
PRIVACY & CURRENCY CONVERSION
When using our website, third-party services may process your IP address to determine your approximate location for the purpose of displaying prices in the appropriate currency.
The selected currency may be stored in a temporary session cookie in your browser so that your chosen currency remains consistent while browsing our website.
The session cookie is generally removed when your browser session ends.
CONTACT US
For shipping, exchanges, colour matching, returns or product concerns, please contact:
Femme Fatale Hair Extensions
Email: femmefatalehairextensionsaus@gmail.com