Ash Platinum Highlights (9C+60C) Classic Clip-In Hair Extensions (120g-140g)

This Shipping & Return Policy applies to retail purchases from Macsara Hair at shop.macsarahair.com. If you need help with shipping, returns, or exchanges, our team is here to support you.

1. Order Processing & Shipping

We process orders every day, including weekends, except major holidays.

In-Stock Orders

If your items are available, we will ship them directly from our warehouse.

Out-of-Stock Orders

If an item is unavailable, we may ship it from our international warehouse. This may add extra processing time before dispatch.

Tracking Information

Once your order has been shipped, you will receive a tracking email. Please allow up to 48 hours for tracking updates to appear. If you do not see the email, please check your spam, junk, or promotions folder.

Delivery Notes

• Delivery handling is arranged by the courier
• Signature requests depend on the shipping carrier
• Saturday delivery is not guaranteed
• Carrier delays may happen and are outside our control

We recommend using a shipping address where someone can safely receive the package.

Address Accuracy

Please check your shipping address carefully before placing your order.

To avoid delays, make sure your full address is entered correctly, including apartment, unit, or house number if needed. Orders with incomplete or incorrect addresses may be delayed or returned, and any extra shipping costs caused by this will be the customer’s responsibility.

⚠️ Please note:

• PO Boxes are only accepted for UPS deliveries within the United States
• For international shipments or non-UPS delivery methods, we cannot ship to PO Boxes

If needed, our team will contact you to update your address.

2. Shipping Time

• Free shipping on orders of $100 or more.

Location:

- United States 

• In-stock hair extensions at our U.S. warehouse: 2–5 business days

• Pre-order hair extensions: 7–15 business days 

- All other countries 

• Shipped from our international warehouse

• In-stock hair extensions: 3-7 business days 

• Pre-order hair extensions: 7-15 business days 

Please refer to the table below for the estimated delivery times for in-stock items to different countries.

⚠️Note:

• International shipping is subject to additional taxes and fees.
• The product price does not include tax.
• Shipping times may vary due to factors beyond our control, such as weather conditions, remote delivery areas, carrier delays, or other unforeseen circumstances. 

3. International Shipping & Customs

For orders shipped outside the United States, customs duties, import taxes, or local handling fees may apply.

These charges are not included in your order total and are determined by your local customs authority. The customer is responsible for paying any applicable customs or import fees upon delivery.

⚠️ Please note:

• Customs clearance may cause delays beyond estimated delivery times.
• Macsara Hair does not control customs processing times.
• We cannot predict the exact amount of duties or taxes charged in each country.
• Macsara Hair is not responsible for any customs fees, import duties, or taxes imposed by your country.
• If a package is refused or unclaimed due to unpaid customs fees, we cannot issue a refund for the order.

5. Exchanges

If you ordered the wrong item or want to change to a different option, we accept eligible exchange requests.

Exchange Conditions

To qualify for an exchange, the item must:

• be unused
• be uninstalled
• be unwashed
• be undamaged
• be unaltered
• remain in its original packaging

Because human hair extensions are hygiene-sensitive products, we cannot accept items that show signs of use.

How to Request an Exchange

Please contact our customer service team first before sending anything back.

Once your request is approved, we will provide the correct return address. Please do not send the package to the original shipping address.

After sending your return, please share your tracking number with us. We are not responsible for return packages lost without tracking.

Once we receive and inspect the item, we will review your exchange request.

6. Returns & Refunds

Customers may request a return or refund within 30 days of receiving their order; all requests will be reviewed within 24 hours, and once approved, the refund may take up to 30 days to be credited back to the original payment method.

Return Conditions

Returned items must:

• be unused
• be uninstalled
• be unwashed
• be undamaged
• be unaltered
• remain in original packaging (with tag, label, box and accessories if any)

Items that do not meet these conditions will not be accepted for return.

Refund Policy

Refund eligibility and the refund amount depend on the status of your order at the time the cancellation or return request is made.

1. Orders Not Yet Processed

If your order has not yet been processed, you are eligible for a 100% refund of the order value.

2. Pre-Orders in Production but Not Yet Shipped

If your pre-order has already entered production but has not yet been shipped, you are eligible for a 70% refund of the order value.

The remaining 30% is retained to cover production costs already incurred and costs associated with the cancellation. These include material preparation and wastage, labor, and work carried out to meet your selected product specifications.

Pre-orders are produced according to your chosen options, such as color, length, and extension type. Once production begins, materials and labor have already been committed. The resulting products may also be difficult to resell to another customer, creating additional inventory and storage costs.

3. Pre-Orders Already Shipped or Refused Upon Delivery

If your pre-order has already been shipped, or if you refuse to accept the package upon delivery, the refund will be calculated as:

70% of the order value, minus round-trip shipping costs.

The 30% deduction covers the production and cancellation-related costs explained above. Shipping costs are deducted separately.

The customer is responsible for all shipping costs incurred for both the original shipment and the return shipment.

4. In-Stock Orders Already Shipped or Refused Upon Delivery

If an in-stock order has already been shipped, or if you refuse to accept the package upon delivery, the refund will be calculated as:

70% of the order value, minus round-trip shipping costs.

The remaining 30% is retained to cover order handling, return inspection, repackaging, and restocking costs.

The customer is responsible for all shipping costs incurred for both the original shipment and the return shipment.

Refund Processing Time

Once your return is received and approved, your refund will be processed within 24 hours.
Refunds will be sent back to the original payment method unless otherwise agreed.

Important Notes

• Returns must be approved by our team before being sent back
• Do not return your order to the sender's address on the package
• We recommend using a tracked shipping method for all returns
• We are not responsible for lost return parcels without tracking

Return Addresses

- U.S. Warehouse: 44880 Falcon Pl Suite 115 Sterling, Va 20166 Us

7. Return Shipping Responsibility

If the return or exchange is requested due to personal preference or ordering the wrong item, the customer is responsible for return shipping costs.

If you use your own return label, please make sure tracking is included.

8. Order Cancellations

You may cancel your order before it has been shipped.

Once the order has been dispatched, we are unable to cancel it.

Most orders are processed quickly, so if you need to cancel, please contact us as soon as possible. If the cancellation is confirmed in time, you will receive a full refund.

9. Need Help?

If you have any questions about shipping, returns, or exchanges, please contact our customer service team.

📩 Email: support@macsarahair.com. We’re always happy to help!