FAQ
If your billing address differs from the shipping address, we will request a photocopy of your ID with the matching billing address to verify your order. This is to ensure the order is not fraudulent. If your billing address cannot be verified, we will cancel the order and issue a refund. WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES. All orders require a signature upon delivery. Weekends and holidays are not business days. All orders are shipped & processed during business days only. Please allow 2-4 business days for an order to ship after processing. A tracking number is emailed to your email on file once your order has been shipped. Please make sure your email is correct. Please allow 24-48 hours for tracking info to update online after receiving the tracking information. Shipping info may not be available on the weekends! Tracking number may be available before order is shipped. If your tracking number isn't working, don't worry, that just means the post office hasn't scanned it in yet, but the tracking number is valid.
We find that we have very low return rates, and we are proud of the high-quality hair extensions that we offer. However, we understand that there may be a case in which you need to return your order and we are more than happy to accommodate returns on hair extensions that have not been opened, worn or tampered with! We do offer a return policy on unopened hair extensions within 7 DAYS from you receiving your order, you must contact us first at support@palatinehair.com before refunding your package.
All Palatine Hair extensions must be shipped back unopened in its original packaging or a return will not be issued. Human hair extensions are considered a hygienic product. Therefore, we do not offer exchanges if the hair seal on the bundle has been broken or the lace has been cut off.
Please attach a note inside your package including your order number and reason for return.
You are responsible for all return or exchange shipping costs and we recommend that you send your return with a tracking number because Palatine Hair will not be responsible for lost returns. We recommend that you USPS to send your return.