Refund policy
Shipping & Returns
Please read & consider the following when purchasing:
*****ALL ORDERS ARE HANDMADE WHICH MEANS IT TAKE US 5-7 DAYS TO MAKE AND SHIP ALL ORDERS RECEIVED EACH WEEK*****
shipping Policy:
Q: When will I receive my order?
Estimated Delivery Time
- First Class delivery estimate is 4-7+ days
- Priority Mail delivery estimate is 3-5 days
- Express Mail is guaranteed 2 days in transit, delivery by 9am
Orders ship Monday-Wednesday,excluding weekends/holidays.
Our goal is to ship most orders within 2 business days, though this is not always possible, we try our best!
Delays may occur if we are out of stock of an item.
Q: USPS says they lost my package what can I do?
A: If you ordered using priority mail or priority express then the packages are insured to up to $100 and you can file a claim and get reimbursed from USPS. To do this you must file a missing package claim from their website with your tracking number. If you cannot find your tracking number please email us.
However, if you chose first class shipping, this method is not insured and is why it is a cheaper option. In this case, if you have filed a missing package claim and USPS indeed says they lost it, I cannot give a full refund. I can offer you a replacement package of the items purchased (shipping cost not included). If you choose the replacement package then we will require the cost of postage again. Please email us your order confirmation number and/or the full name on the order and we will send you an invoice for that cost.
Since we process a lot of orders every week, we cannot always guarantee a quick turn around of a replacement package. It may be several or more days until we can get to it so we appreciate your patience. We know it can be super frustrating when USPS loses a package!
Q: My package was severely delayed by USPS and my henna has perished, what can I do?
A: Again similar to the above question, you can either get refunded from USPS if you used priority or priority express shipping. For regular priority it has to have been delayed for at least 7 business days, and for express it has to have been delayed for longer than 3 business days. Just know you may not always get refunded if it was just regular priority since they are not 100% guaranteed like express shipping, but it is always worth trying and explaining your situation. File a claim with USPS with your tracking number via their website to start the process of getting refunded. If you cannot then read the following paragraph:
If you used first class shipping, again, this is an uninsured shipping option therefore that is why in the product descriptions we encourage priority and express shipping options as the best means to receive perishable items. Similar to the above question we can offer you store credit or a replacement package sent out when we can! We will also need photos of the items to verify they are indeed perished. Please note that we do not provide refunds for minor leaking cones due to choosing a slower option like first class.
Cancellations
Once an order has been placed and paid for, we cannot cancel your order. No exceptions. With the growing demand of fast turn around times and shipping, in order to stay at par with other large companies and brands, we have to ensure we process orders as quickly as we receive them.
Please check your order confirmation email and see if the address was written correctly. I cannot be held responsible for shipping your order to an incorrect address which you provided at checkout. In some cases you may need to contact your local USPS facility to assist you in recovering your parcel.
Q: What happens if I entered the wrong address and my package gets sent back?
A: When we print out shipping labels it automatically prints out whatever address the customer puts in. If the address has any errors, USPS cannot deliver and therefore it will be returned to us.
In this case we will require the customer to pay for shipping again since there were no errors made on our or USPS's part.
In most cases we will gladly re-ship or send a replacement out once shipping has been paid for. Do note that henna cones are perishable and therefore cannot be restocked so most orders cannot be refunded. In some cases we may refund the order, but we cannot refund the shipping in a case like this since it was paid for and used already.
Q: What happens if I got my order but decide I don't want it?
A: We do not accept returns for henna cones because they are perishable items! The only case we will refund for henna cones is if they somehow got damaged in the process of shipping. In which case we will need picture evidence of the damage.
In cases where there is leakages please refer to the trouble shooting section on the aftercare card that comes with every henna cone order. It is actually quite simple to fix leaks, which is a result of longer shipping transits which is why we highly suggest express shipping for henna cones so it arrives faster!
In the case of henna kits or henna powder, if you want to return, you will need to pay the postage and we charge a 20% restocking fee which is based on the amount of the order being returned.
REMINDER:
Always make sure to freeze your henna cones the SAME day they arrive to preserve them. Do NOT leave them in room temperature unless you plan to use them that same day. Henna cones are perishable items and therefore must be stored properly! We include many reminders of this on packaging and on the aftercare card.
It is very simple: to use, just take the cone out 10 minutes before you defrost and then you are good to go! When finished for the day, place back in the freezer. Place the pin or same tape back in the tip of the cone and keep them in the box they arrive in for protection and easy storage.