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    • Shipping

    KYLISSTOF.COM Shipping

    Worldwide Shipping

    With certain exceptions, wherever you are, we will get you your goods. We do our best to process all orders within 2 business days, after which your Silkys will ship out from our warehouse facility in the United States. Depending on where you are, shipping times will vary. That said, based on where you live, use the following chart as a good point of reference:

    • USA (Free Shipping Method ) – 5-10 business days
    • USA (Priority Mail ) – 1-3 business days (depends largely on location)
    • Canada – 5-15 business days
    • Outside of North America – 7-20 business days

    We provide free first class shipping within the USA for all unreturned orders. Some USA based customers don't want to wait the week or so that it takes to receive their extensions via first-class mail, and for these customers we offer various accelerated shipping options for an extra fee. Please note however that should you choose to return your extensions we will need to deduct from your refund an amount equal to the greater of $10 or whatever the cost was of the premium shipping option you purchased at checkout. So for example, if you live in the USA and and you choose first-class mail as your delivery option, then if you return your set to us in compliance with our Return Policy, we will deduct from your refund an amount equal to $10. If, on the other hand, you live in the USA and purchased next day delivery for an additional $25, then if you return your set to us in compliance with our return policy, we will deduct from your refund an amount equal to $25.

    Order Tracking

    All of our shipments are shipped with tracking and delivery information included. We will deliver the tracking information to you upon shipping the goods out and you will be able to track your Silkys as they make their way to you. Should there be any problems in tracking your order, please contact the USPS at the following number:

    • USPS – 1-800-275-8777

    Taxes, Tarifs and Duties on International Orders

    As a general rule we can’t determine in advance what additional taxes, tariffs or duties the fiscal authorities in your country will levy on the goods that you purchase from us. We can, however, provide you with a heads up as to what we think are a possibility for two regions in particular.

    For residents of Canada, and depending on which province you live in, your hair extensions will typically be levied a sales tax anywhere from 5-15% for the GST/HST.

    For residents of the European Union, you will be charged whatever the VAT tax rate is in the country in which you live.

    Lost or Damaged Packages

    The moment that we process a customer's payment, they become the owner of the extensions. From that moment, until we deliver the extensions to the shipping company and get a receipt from them, we will bear the risk of any loss or damage to a customer's extensions. From the moment that we hand over a package to the shipping company, any and all risk of loss or damage involved in getting the set to the customer transfers to such customer. We ship our extensions in bubble wrapped packaging which is generally quite protective of the box holding the extensions. Very few boxes have ever been damaged in shipping, but occasionally they can get a bit bent if they are handled in too rough a manner by the shipper. That said, we have yet to ever see a set of extensions damaged in shipping.

    Every one of our packages is shipped with tracking information which is provided to our customers upon shipping so as to evidence that the packages have been shipped and to show when they have been delivered. It is extremely rare that a package is lost, however if that occurs, it is the customer who owns the lost set and who must file a claim with the USPS of the insured value of the set. Please be sure to always have your hair extensions shipped to a secure address where you are confident that nothing will happen to them after they are dropped off. 

      Entered Your Address Incorrectly?

      If, for any reason, you should wish to change the address on your order, please email us as soon as possible at info@kylisstof.com, and we will do our best to accommodate you provided the item hasn’t yet shipped out. If the package has left the building then we will have no way to recall it.

      Sales Taxes on US Orders

      We do not charge sales taxes on US orders.

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      Returns

      KYLISSTOF.COM Return Policy

      How many days do I have to return my Silkys?

      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 a return and refund.

      Changed your mind and no longer want to buy your Silkys?

      If you decide that you don’t want to go through with the purchase, we ask that you immediately email us to initiate the return and refund 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 a return and refund.

        Provided we’re able to establish that you are entitled to a refund, 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 for a refund.

        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.

        Please note that all returns will be subject to an additional USD $10 restocking fee.

        Why can’t I return 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 returns 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 info@kylisstof.com.

        Can’t I just send my hair extensions back to you without an RMA#?

        Not unless we tell you it's ok. As our RMA# provides us with the blueprint for properly and efficiently processing your return, under no circumstances should you return your hair extensions until we send you an RMA in connection with your return.

        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 return them, we require you to ship the extensions back to us at your own cost.

        Please note that all returns are also subject to an additional restocking fee in an amount equal to the greater of $10 and the amount that was paid to upgrade to a more expedited shipping option.

        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 THINK TWICE BEFORE USING UPS, as they have been known for charging exorbitant customs brokerage fees which we will not be responsible for, and will need to deduct off of your refund.

        Important info for non-USA returns

        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 hair extension set 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 will need to deduct off of your refund.

        How long before I receive my refund?

        Your refund will be credited to you once we have had the opportunity to properly inspect the returned goods and made the determination that our Return Policy has been properly complied with. After we have issued the credit, it may take your bank a few business days to process it before it shows up as a credit on your credit card statement.

        Exchanges

        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.

        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 info@kylisstof.com.

        Can’t I Just Send My Hair Extensions Back To You Without An Rma#?

        No. 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.

        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.

        Shipping

        KYLISSTOF.COM Shipping

        Worldwide Shipping

        With certain exceptions, wherever you are, we will get you your goods. We do our best to process all orders within 2 business days, after which your Silkys will ship out from our warehouse facility in the United States. Depending on where you are, shipping times will vary. That said, based on where you live, use the following chart as a good point of reference:

        • USA (First Class Mail) – 5-7 business days
        • USA (Priority Mail) – 2-3 business days
        • Canada – 5-10 business days
        • Outside of North America – 6-20 business days

        Order Tracking

        All of our shipments are shipped with tracking and delivery information included. We will deliver the tracking information to you upon shipping the goods out and you will be able to track your Silkys as they make their way to you. Should there be any problems in tracking your order, please contact the USPS at 1-800-275-8777.

        Taxes, Tarifs and Duties on International Orders

        As a general rule we can’t determine in advance what additional taxes, tariffs or duties the fiscal authorities in your country will levy on the goods that you purchase from us. We can, however, provide you with a heads up as to what we think are a possibility for two regions in particular. For residents of Canada, and depending on which province you live in, your hair extensions will typically be charged anywhere from 5-15% for the GST/HST.

        For residents of the European Union, you will be charged whatever the VAT tax rate is in the country in which you live. As we use DHL for all shipments outside North America, they will pay the duties and taxes on your behalf and require you to reimburse them for them as a pre-condition to delivering your goods.

        Phantom Deliveries

        We cannot hold ourselves responsible in any case where the shipping company claims that your package was delivered when you claim that it wasn’t. We can only suggest that, where this is the case, you contact the shipping company that was used to deliver your goods and push them to investigate the matter and to provide you with answers. Should this ever happen therefore, please contact the USPS at 1-800-275-8777.

        Entered Your Address Incorrectly?

        If, for any reason, you should wish to change the address on your order, please email us as soon as possible at info@kylisstof.com, and we will do our best to accommodate you provided the item hasn’t yet shipped out. If the package has left the building then we will have no way to recall it.

        Sales Taxes on US Orders

        We do not charge sales taxes on any US order, other than for sales made to residents of New York State.