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  • Privacy Policy

    PRIVACY POLICY

    This policy describes how Kylisstof Canada Ltd. (collectively, “Kylisstof”, “we”, “us” or “our”) collects, uses, and shares the information we obtain from you online or otherwise.

    What Our Privacy Policy Covers

    This privacy policy discusses the “personal information” that Kylisstof obtains from you via Kylisstof.com. When we use the term “personal information” we are referring to information that is connected to your name. This may include things like your e-mail address, mailing address, telephone number, birthday, personal images, photographs, or information about the products you purchase, when those pieces of data are stored with your name. Any information that is not connected to your name is not considered personal information.

    This privacy policy does not cover information that you submit on other websites, even if we communicate with you on those sites. For example, if you post something on Facebook, that information would be governed by Facebook’s privacy policy rather than by this policy.

    What We Collect

    The following are examples of the personal information that we collect:

    We collect, store, and use information that you provide directly to us and information we acquire in other ways, each as detailed immediately below.

    Information We Acquire From You Directly. We acquire information from you when you (a) provide information via any of the Sites (as defined in the Kylisstof Terms and Conditions), including any user accounts or other accounts, (b) interact with any of our Sites’ checkouts, (c) participate in any Kylisstof questionnaires, panels, contests, or sweepstakes, (d) communicate or interact with Kylisstof customer service (via email, mail, courier, fax, web form, and/or phone) and/or (e) engage in any other electronic or oral conversation with an employee, contractor or agent of Kylisstof. Through these channels, you might provide us with information about you, information about the recipient of any merchandise you are ordering and/or having shipped, including, in either case, names, email addresses, postal addresses, phone numbers, genders, birthdays, marketing preferences, personal interests, credit card information, and other financial information.

    Information We Acquire in Other Ways. We also acquire other information about you when you interact with the Sites and certain of their features, including user accounts and other accounts, checkouts, questionnaires, panels, contests, sweepstakes and social media features ("Social Media Features"), such as signing into a Site account using your social media sign-in credentials or otherwise interacting with third party social media features that are enabled on any of the Sites. This information may be collected by us or our third party partners through log files and may include your city and country location, your IP address, your browser, mobile device or other device, a unique identifier for your browser or device and details of your usage such as your preferences, “pins”, “likes” and “dislikes”. Another example would include confirmations that we receive when you open an email from us. We may also acquire information about you from our subsidiary companies, business partners, other third parties and publicly available information and combine that information (or compare that information) with the information otherwise detailed throughout this Privacy Policy.

    Blogs. Certain of our blogs may be managed by third parties using third party applications and you may be required to register with such third party applications in order to post a comment.  We may or may not have access or control of the information posted to the blog.  In such cases, you will need to contact or login to the third party application if you want the personal information that was posted to the comments section removed.  To learn how the third party uses your information, please review the third party's privacy policy.

    Testimonials. With your consent, we may display your testimonial along with your name on the Kylisstof Websites.  If you wish to update or delete your testimonial, you can contact us at info@kylisstof.com.

    In addition to the above, we may use the following technologies to automatically collect information about your activities on our websites:

    • Cookies;
    • Flash Cookies;
    • Web beacons, clear pixels, or pixel tags;
    • Web server logs: and
    • Geo-location technologies.

    Note that we do not intentionally collect any personal information from individuals under the age of 18. If you are under the age of 18, you can look at our websites, but you should not make a purchase, register, or submit personal information to us.

    How We Use Your Personal Information

    Kylisstof primarily uses the personal information that it collects to provide you with products, information, and services. We may also use your information to track your purchase history and to contact you for account and promotional purposes. You must create a registration profile in order to post a product review or make a purchase on our website. We may also use your personal information for other legitimate business purposes, including to detect and prevent fraud, to collect amounts owing to us and to maintain business records.

    How We Share Your Personal Information

    Kylisstof may share your personal information in the following circumstances:

    • Corporate affiliates. Kylisstof may share certain personal information with its affiliates, such as Kylisstof Ltd. 
    • Service providers. We may share your personal information with companies that perform services for us, such as fulfilling orders, delivering packages, sending postal mail and e-mails, analyzing customer data, providing marketing assistance, processing credit card payments, investigating fraudulent activity, conducting customer surveys, and providing customer service.
    • Social Networks, Widgets, and Plug-ins. If you use any features made available to you on our website by a third party it may result in information being collected or shared between us and the third party. For example, if you use Facebook’s “Like” feature Facebook may register the fact that you “liked” a product and may post that information on Facebook.
    • The public. Kylisstof may share the personal information that you submit through one of our interactive services, like Ratings & Reviews, with the general public or our affiliates.
    • Other instances. Kylisstof may share your personal information in order to protect the legal rights of our company, our employees, our agents, and our affiliates, to protect the safety and security of our visitors, to detect and protect against fraud, or to comply with the law.
    • Business transition. Kylisstof may share your personal information with another company that buys some, or all, of the assets or stock of Kylisstof, and that company may use and disclose personal information for purposes similar to what is described in this policy. Kylisstof may also share personal information with prospective purchasers to evaluate the proposed transaction.

    Kylisstof may share de-identified information (i.e., information that is not directly connected to your name) in the following circumstances in addition to those identified above:

    • Aggregate information. We may share de-identified aggregate information about our customers with advertisers and marketing partners.
    • Behavioral-based advertising. A third party may use technology (e.g., a cookie) to collect information about your use of our website and other websites so that they can provide advertising about products and services tailored to your interest. That advertising may appear either on our website, or on other websites.

    How We Protect Your Information

    We realize that our customers trust us to protect their personal information. We take that task seriously and maintain reasonable and appropriate physical, electronic and procedural safeguards to help protect your personal information. While we attempt to protect the information in our possession, no security system is perfect and we cannot promise that information about you will remain secure in all circumstances.

    Your Choices

    In certain cases, when interacting with Kylisstof, you may be provided with a choice to opt-in or opt-out of receiving such information. In other cases, you will not be presented this choice. If you, at any time, choose to opt-out of receiving such information, we will abide by that marketing preference. Moreover, at any time (no matter what you have chosen or informed us of in the past), you may send us an email at info@kylisstof.com expressing a marketing preference or updating or requesting the deletion of your personal information -- we will abide by that preference and update your personal information accordingly. We will respond to your requests regarding your personal information within 30 days. You may of course also follow the unsubscribe instructions contained in the marketing communications you receive from Kylisstof.

    In certain cases, we may give you the option to opt-in to receive marketing, promotional or other information from one of our partners or other third party. If you chose to opt-in for that, we will provide your personal information to that third party. BY CHOOSING TO OPT-IN TO A THIRD PARTY, YOU ACKNOWLEDGE THAT ONCE YOUR PERSONAL INFORMATION HAS BEEN SHARED WITH THAT THIRD PARTY, THE SUBSEQUENT SAFEGUARDING OF YOUR PERSONAL INFORMATION WILL BE GOVERNED BY THAT THIRD PARTY'S PRIVACY POLICY, AND ANY REQUEST FOR FURTHER INFORMATION WITH RESPECT TO THEIR INTENDED USE AND/OR TO CHANGE YOUR MARKETING PREFERENCES WITH THAT THIRD PARTY SHALL BE DIRECTED TO THAT THIRD PARTY.

    If you have previously opted-in to receive such information from us or a specific third party, declining to opt-in at any future time for us or that third party will not be treated as an opt-out for your marketing preference.

    Kindly note that no matter what your marketing preferences are, we may contact you to acknowledge, confirm or fulfill any order that you place, to respond to you or for other legitimate business reasons. 

    Communicating With Us

    If you have any questions about our privacy or security practices, or of you would like to request access to or correction of your personal information, you can contact Kylisstof’s legal department by e-mail at:

    Kylisstof Canada Ltd.
    Legal Department, Privacy 
    info@kylisstof.com

    Your right to access or correct your personal information is subject to applicable legal restrictions. We may take reasonable steps to verify your identity before granting access or making corrections.

    If we need, or are required, to contact you concerning any event that involves your personal information we may do so by e-mail, telephone, or mail.

    Changes To This Policy

    We may revise this policy from time to time. You should review our privacy policy periodically so that you keep up-to-date on our most current practices. We will note the effective date of the latest version at the end of each policy.

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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#?

      No. 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 USD $10 restocking fee.

      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.