We've launched our own premium package protection and tracking solution - to give you, our customers, a few options to improve the experience and easily file claims for lost, stolen, or damaged packages in the unfortunate case that they arise.
By selecting heyhair shipping protection, your package is 100% secured in the case of it getting lost, damaged, or stolen. Over 90% of customers choose this option for peace of mind.
There’s no need to wait weeks (or longer) for claims to be processed by shipping carriers. For only 2.5% of the contents value, protect 100% of your parcel and receive a replacement* right away.
*Replacement will be provided as soon as possible and we will do our best to expedite the order.
- Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
- We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.
- Items arrive damaged in transit - bottles are open, capsules are missing, product is leaking etc.
- Some of your order is missing due to the box/packet opening in transit.
Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.
- Missing parcels or redelivery fees due to incorrect address information provided by you.
- Delays in transit.
- Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays.
- Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees.
- If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
- Items that are returned to us for a refund or exchange that are not in a resalable condition.
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions.
If your parcel is lost or damaged, simply click here and follow the below directions and a member of our customer service team will assist you within 24-48 hours.
- Subject line: Add your order number at end of subject line
- Description of your issue
- Photo evidence of damage
We will continue to track your parcel, and should it appear, we request it be sent back to us at our expense.
By selecting heyhair Shipping Protection, you agree to these terms.
We ask that you do not get in touch with use regarding a missing parcel until the allotted time has passed for it to be deemed as lost.
This is our inhouse protection policy. heyhair Shipping Protection is non refundable.
All orders with heyhair Shipping Protection will be marked as "Partially shipped/fulfilled" when you log into the Shop app to check the status on your order. This is because the actual shipping protection gets "auto-fulfilled" right after your purchase is made. This does not mean your order has shipped yet. When your actual order ships, you will receive a shipping confirmation email with a tracking #. For more information on Shipping Information on our products, please visit this page.