What is your shipping policy?

 

WE SHIP WORLDWIDE

We ship products worldwide. Where a product is marked free shipping, your parcel will be shipped for free. We ship from warehouses located in either UK, Philadelphia or Los Angeles (USA). Regardless of the shipping option selected, processing time for order needs to be considered.

 

PROCESSING TIMES

Our wigs have a 14 - 28 working days processing time. Hair extensions have a 5-7 working days processing time. This means you will receive tracking number AFTER processing period (5-7 working days). 

 

YOU WILL RECEIVE TRACKING NUMBER AFTER OR DURING PROCESSING TIME. Detailed processing times are included in product description page.

Please see below details of shipping per country:

DESTINATION

DELIVERY SERVICE

ESTIMATED TIME

United Kingdom

DHL Express, Royal Mail or DPD

1*-5 Business Days
*Next day delivery offered on some items*

United States

DHL or FedEX

3-7 Business Days

International*

DHL Express*

3-20 Business Days*

**PLEASE NOTE SHIPPING PERIODS SPECIFIED ABOVE APPLIES AFTER WE HAVE SENT YOU TRACKING NUMBER: 

Please check product description for specific delivery periods.

WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES!

 

RETURNS

We follow very strict quality control process to ensure you get the best handmade wig. All our units are custom made to preference; therefore we cannot accept any RETURNS, ONLY EXCHANGES on USED items. NO EXCEPTIONS.

Our sales team must approve all exchanges before they are sent back. For exchanges and returns, please email cs@zeeelle.com

For the purpose of hygiene we request that you wear a wig cap in all cases when trying on the purchased wig. 

Any item that has been altered chemically or physically no longer qualifies for an exchange or refund. This includes but is not limited to:

  • The wig must have its tag.
  • The wig must not be coloured, styled, bleached, washed, brushed or combed. 
  • The wig must not have been worn. The lace in front of wig must not be cut. The wig must not be in contact with any food smells, smoke, hair spray or perfume. 

Wigs fulfilling the above conditions may be exchanged within 72 hours  of the original purchase.

You can return hair accessories and hair extensions within 7 days of order received. To get full refund on purchase, please return item in original packaging and ensure product has not been used.

For international returns, please contact us before returning any item. Please note: where issue is our fault i.e. we sent out the wrong item, we would provide a returns label for you. The maximum cost we will pay if you decide to pay for your shipping is $15

(this applies to non-UK orders). 

For returns due to cosmetic / personal reasons, you will be responsible for paying for your own shipping costs for returning your item and we will not refund shipping cost for sending out item. If you receive a refund, the cost of return shipping will be deducted from your refund.

We offer a 30 days quality guarantee on all our products. If you notice excessive shredding, matting or tangling of our hair extensions we will exchange it for a new product. Please contact us for exchange. We will NOT provide refund on used item!

In rare cases, where return is as a result of issues with product, we will provide you with a free returns label. The maximum cost we will pay if you decide to pay for your shipping is $15 (this applies to non-UK orders). 

REFUND OR EXCHANGE WILL BE PROVIDED AFTER THE PRODUCT HAS SAFELY BEEN RETURNED BACK TO US.

 

CHANGES TO ORDER

We strive to process items as quickly as possible. As a result of this, orders cannot be changed once they have been shipped out. Changes can only be made 1-2 days during processing times.

 

INTERNATIONAL DELIVERY (Delivery outside UK)

We ship to all countries outside UK. However, please do not place order using PO Boxes, as DHL does not allow the use of PO Boxes.

 

EXCHANGES (IF APPLICABLE)

We only replace defective or damaged items. If you need to exchange it for the same item, send us an email at cs@zeeelle.com and we will provide you with information on how to send back item. PLEASE NOTE: the maximum we will pay for an international exchange shipping is $15. If issue is our fault, (i.e. wrong item sent) we will provide you with free returns label.

 

ORDER TRACKING

You will receive an automatic payment notification email once your payment clears. Please allow 1-2 days to receive your dispatch notification with tracking number. If you notice a problem with delivery, please contact delivery service directly before contacting us. In some rare cases, tracking information may not be updated or your order may be delivered without updating tracking information so please allow 1-4 days for tracking and contact us after estimated delivery time.

 

WRONG ADDRESS DISCLAIMER

It is the buyer’s responsibility to include the correct address and country while placing an order. Please ensure you add the correct address as this may delay the order or result in the order not being delivered.

 

If you believe you added a wrong address or country, please contact us at sales@zeeelle.com as soon as your order is placed to change address. We will do our best to change it, however, we cannot guarantee we will be able to do so.

 

You will not be reimbursed shipping fees due to incorrect addresses. 

 

INTERNATIONAL CUSTOMS TAXES AND DUTIES

All customers may be liable to pay import duties or taxes as deemed appropriate by local authorities. These fees are collected by your local authorities, thus cannot be refunded.

 

In order to reduce import duties paid, we occasionally reduce the original cost of product and mark product as synthetic hair on delivery invoice. The true description of the parcel may not be included in your package to reduce custom fees.

 

Where we did not reduce cost of goods on invoice and there is a customs fee on the product, all applicable customs fees must be paid by the recipient before parcel is delivered. We will not be able to advise the amount that will be charged as customs fees. This is determined on a country-by-country basis.

 

DELIVERED BUT NOT DELIVERED

We send you tracking numbers immediately items are dispatched. If you track the parcel and see it is delivered but haven’t received it, please contact the courier directly. We are not responsible for refunding orders where the tracking number shows it has been delivered to the order address.

 

All products purchased from Zee.elle marketplace are covered under 30 day quality Guarantee program. Learn more

 
 
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