KYLISSTOF.COM Exchange Policy
How Long Do I Have To Exchange My Silkys For Another Set?
As per the industry standard, we provide each customer with thirty (30) days from receipt of their hair extensions to exercise their right to ask for an exchange.
I Want To Exchange My Silkys For Another Set. How Is This Done?
If, for whatever reason, you decide that you want to exchange your hair extensions set for another color and/or weight, we ask that you immediately email us to initiate the exchange process, as we will only do so if we receive that email within thirty (30) days of your receipt of your extensions set.
When you email us, please provide us with CLEAR images of the following:
- A photo of the front face of your box;
- A photo of the bar code seated on the top face of your box;
- A photo of the right-hand side of the box where the sticker sealing the larger compartment closed is located; and
- A photo of the back face of your box.
These photos will enable us to assess whether or not the security seal on the larger compartment of your box has been broken, in which case the warranty would be voided and you would no longer be entitled to an exchange.
Provided we’re able to establish that you’re entitled to exchange your Silkys, we will then issue you an RMA# and provide you via email with further instructions as to how and where to return your set of hair extensions to us for your exchange.
IF MAILING BACK YOUR SET OF HAIR EXTENSIONS FROM OUTSIDE OF THE UNITED STATES, PLEASE BE SURE TO WRITE ON YOUR PACKAGE “RETURN - NO DUTIES” OTHERWISE YOUR PACKAGE WILL BE RETURNED TO YOU.
Is there a re-stocking fee for exchanges?
No. A re-stocking fee only applies to returns.
Why Can’t I Exchange My Hair Extensions If The Seal Has Been Broken?
Human hair extensions are a hygienic product. We are always extremely vigilant when it comes to matters of hygiene and public safety, and for this reason CANNOT ALLOW opened items to be returned. This is standard across the hair extension industry, and you will not find a hair extension company that allows exchanges of opened items for exactly the same reasons. This is the reason that we provide you with a tester weft in a separate compartment. No exceptions can or will be made. If you are unsure about the integrity of your security seal, contact our customer service at firstname.lastname@example.org.
Can’t I Just Send My Hair Extensions Back To You Without An Rma#?
Not unless we tell you that it's ok to do so. As our RMA# provides us with the blueprint for properly and efficiently processing your exchange, under no circumstances should you send your hair extensions back to us until we send you an RMA in connection with your requested exchange or until we give you permission to do so by an alternative manner.
Do I Need To Pay To Ship The Extensions Back To You?
Yes. We cover all shipping costs in relation to getting you your initial set of Silkys. If for some reason you want to exchange them for a different set, we require you to ship the extensions back to us at your own cost.
What Shipping Method Should I Use?
This is entirely up to you, however we would strongly suggest making sure that you purchase a shipping option with tracking information.
Also, if you’re returning your set of hair extensions from outside of the US, please CONSIDER USING A SHIPPING SERVICE OTHER THAN UPS, as they have been known for charging exorbitant customs brokerage fees which we will not be responsible for, and we will require you to reimburse us for this cost before we will be able to ship you your new set.
Important Info For Non-Usa Exchanges
IF RETURNING YOUR SET OF HAIR EXTENSIONS FROM OUTSIDE OF THE UNITED STATES, PLEASE BE SURE TO WRITE ON YOUR PACKAGE “RETURN - NO DUTIES” OTHERWISE YOUR PACKAGE WILL BE RETURNED TO YOU. Also, if you are returning your set of hair extensions from outside of the US, please AVOID USING UPS, as they have been known to charge exorbitant customs brokerage fees which we will not be responsible for, and we will require you to reimburse us for this cost before we will be able to ship you your new set.
How Long Before I Receive My New Set Of Silkys?
Your exchange will be processed once we have had the opportunity to properly inspect the returned goods and made the determination that our Exchange Policy has been properly complied with. It may then take us 1-2 days once we receive your package to complete our inspection and prepare the replacement set for shipping. Once that is complete, the replacement will be shipped out, following which the standard shipping times quoted in our Shipping and Delivery Policy will apply.