Hair Extension Holder

We ship orders all around the world. And we ship for FREE (on all orders over AUD $150). 

Free shipping means that we cover the shipping charges only. Duties, taxes, and brokerage fees from carriers for international orders are NOT included in your order amount at checkout. If your shipping address is outside of Australia or USA, you may need to pay for customs fees to import your order to your country. See International Taxes & Duties below.

SHIPPING TIMES

All our products are shipped from Victoria, Australia. All orders are shipped Monday to Friday, we do not pack orders on weekends and public holidays. All orders on Friday placed after 2pm AEST will be shipped the following Monday. 

Once we have received your order, please allow up to 3 days for your order to be processed and dispatched, although we typically dispatch the same day whenever we can on Monday - Friday. 

Your local customs may hold your order while they process the shipment for taxes and duties collection (if required). This can also significantly impact on the shipping times.

Please note all estimated delivery times are calculated from the time of shipment, not from the time of order.

Standard Domestic Orders: 3 - 10 business days
Domestic Express Orders: 2 - 5 business day
Standard International Orders: 14 - 28 days
US Express Orders: 4 - 7 business days

SHIPPING TIMES DURING SALE PERIODS

Sale periods like Black Friday Cyber Monday will significantly affect delivery times, and shipping delays can be inconsistent and hard to predict. We do our best to update shipping times on our website however, we can't guarantee the accuracy of the information.

FUMIGATION OR CERTIFICATE OF ORIGIN

For customers in Italy, Chile, Spain, Germany, and Hungary, your local Government Border Control may require you to provide a Fumigation Certificate (FC) or a Certificate Of Origin (COO), which are documents that are produced by the Governments where a product is manufactured. You may be required to provide your Government with one of these documents before you can receive your order. If your Government requests an FC or COO, please get in touch with us, and we will organise it for you. We are charged USD $90 for each of these documents and will pass the cost on to you (i.e. we do not add a margin to these). You will usually only need a Fumigation Certificate.

International delivery to certain countries may take significantly longer than indicated due to customs delays, among other reasons.

TRACKING YOUR ORDER

Once your order is placed and payment has cleared, you will receive an email confirmation. Once the order has been fulfilled and dispatched for delivery, you will receive another email with your tracking number. 

Make sure you keep an eye on your tracking number, as from here the order is now in the hands of our trusty postal services, and we can only see as much information as you can. If you have made an International Order, you can put the same tracking number in to your local postal service tracking to see more details as once it leaves Australia, Aus Post doesn't keep as much information on tracking.

You should allow 1-4 days for your tracking information to show. In some cases you may even receive your order before any tracking details have even shown up. If there is an issue with your delivery you will need to contact the postal service directly, as there is often very little we can do once the package leaves our hands. It is now up to the postal service and the recipient (you.)

INTERNATIONAL TAXES & DUTIES

At Muse For Hair, we ship international packages DDU (duties and taxes unpaid). This means that international customers may be responsible for paying inbound duties and taxes to local Customs authorities. Sometimes, the courier may pay these fees in advance, on your behalf, in order to clear customs faster. You may then be required to pay these fees prior to being able to receive the delivery. The rate of these fees is applied by your country, and we are unable to advise on how much they might be. This is normal for international purchases. Muse For Hair does not collect from these incurred expenses. The customs fee is not part of the shipping fee. Shipping is charged by the courier, and customs is charged by the local government.

If these duties are not paid, the parcel will be held in customs and in most cases returned to us. Please see our Returns and Exchanges Policy for more details on this.

WRONG ADDRESS DISCLAIMER

We want to make sure you receive your order, so make sure you enter the right shipping address and right contact name of the person who will be able to receive it. This is your responsibility.

If you make a mistake, or things change, write to us immediately at support@museforhair.com, and we may be able to modify your order. We can't make any promises, as we process and ship our orders as fast as possible, but we'll do our best for you!
Please note that Muse For Hair is unable to provide a return shipping label or refund shipping fees.

DELIVERED BUT NOT RECEIVED

Things go wrong sometimes. We try to ensure successful deliveries by providing you with Tracking and with Delivery Confirmation. If your item has been marked as delivered to the address, but you have not received it, please contact your local postal/courier service. You should also just double-check that the address you provided to us was correct.

We cannot be held responsible when packages marked as delivered to a certain address have not been received. 

Due to regulations or restrictions, we are unable to ship to the following countries:

Afghanistan, Albania, Algeria, Angola, Bahrain, Bangladesh, Belarus, Brazil, Botswana, Cameroon, Central African Republic, Chad, Comoros, Democratic Republic of the Congo, Republic of the Congo, Cote d'Ivoire, Cuba, Czech Republic, Djibouti, Dominica, Dominican Republic, Egypt, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Guatemala, Guyana, Haiti, Hungary, India, Iran, Iraq, Kazakhstan, Kenya, Kiribati, Kosovo, Kuwait, Kyrgyzstan, Lebanon, Liberia, Libya, Macedonia, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Mauritania, Micronesia, Moldova, Mongolia, Morocco, Mozambique, Myanmar, Namibia, Nepal, Nicaragua, Niger, Nigeria, North Korea, Oman, Pakistan, Palau, Palestine, Qatar, Russia, Rwanda, Saint Lucia, Saint Vincent and the Grenadines, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sri Lanka, Sudan, Suriname, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Tuvalu, Uganda, Ukraine, Uzbekistan, Vietnam, Venezuela, Yemen, Zambia, Zimbabwe 

FRAUD ALERTS

Any orders with fraud alerts will not be processed and shipped until all details are verified. Muse For Hair has a fraud prevention system put in place to protect all customers.

By purchasing from Muse For Hair Pty Ltd you agree to the above policies.

We take the quality of Muse Hair Extensions very seriously, and ensure our hair is ethically sourced. This is a natural product that has natural imperfections, which should be considered when purchasing.

We DO NOT offer refunds for change of mind, so please read the following Terms and Conditions carefully before making a purchase on our website.

By making a purchase you agree to the following Terms and Conditions. 

RETURNS

We do not offer refunds for any reason related to a ‘change of mind’ after the purchase has been made. This includes situations where the customer reconsiders their purchase, orders the wrong item, or decides not to use the product for personal reasons not associated with a product defect or an error on our part. In rare instances where a refund is approved, the customer will be responsible for a 5% restocking fee.

If a cancellation is requested, Muse For Hair will assess this case by case and will need special approval before a refund can be issued. All cancellations will incur a transaction fee imposed by Shopify deducted from the refunded amount, due to the value of 5% of the total order. This fee will not be covered by Muse For Hair, as the order was placed by the customer and the decision to cancel the order was made at the customer’s discretion. 

Muse For Hair is not responsible for any shipping costs upon return shipment for cancellations. Any approved refund will only be issued once the hair has been returned to Muse For Hair Headquarters, and assessed by our team. A refund (minus the 5% fee) will only be issued if the hair is deemed in it’s original condition with the security ties still intact. For hygiene reasons we cannot accept refunds for any hair that has been removed from it’s security ties.

PRODUCT DEFECTS AND ERRORS

If any faults or defects are found with any Muse product, we will replace the faulty item once the original product is returned by the customer. A refund in this case will only be eligible if the replacement product is unavailable. In the unlikely event that you receive a product that is fault or defective, please contact us within 7 days of receiving your order, and we will do our best to swiftly resolve the issue. Please provide us with your order number and a description of the issue, along with any relevant photo or video evidence. Email us at support@museforhair.com.

You will receive instructions to return the items to us, and all instructions must be followed to ensure your returns is correctly processed. To maintain eligibility for your return, customers must provide tracking information confirming the shipment has been made within 14 days of initiating the return process. Failure to do so will result in forfeiture of warranty coverage.

Once you have had your hair for longer than 3 months, Muse For Hair is no longer responsible for any faults or defects to the hair. Any concerns outside of the 3 month warranty, are now the responsibility of the customer. We will always try to help with any queries, but no returns or exchanges will be processed outside of 3 months of purchase. 

EXCHANGES

We understand that choosing the right colour for your hair extensions can be difficult, which is why we offer an exchange policy. To be eligible for an exchange, the hair must be unused, in it’s original condition with the security ties still intact. For hygiene reasons we cannot accept any hair that has been removed from it’s security ties. The exchange request must also be initiated within 3 days of receiving your order. We will gladly exchange your hair for a more suitable colour, and can assist you with the colour matching process. The customer will be responsible for all shipping costs associated with returning the hair to us.

To initiate an exchange, email us at support@museforhair.com and provide us with your order number, and your concern with the hair colour. Any additional information including photos of your own hair and the desired look you are trying to achieve will help this process along more quickly. If you already know what colour you would like to exchange for, then please also include that information. You will then be given instructions to return your hair to us.

Please note that these instructions must be followed exactly, and failure to provide the relevant tracking details for your return hair may result in a void of warranty and exchange. Muse For Hair is not responsible for any lost hair in transit, or any items sent to the incorrect return address. 

UNCLAIMED PACKAGES

If a package is unclaimed by the customer due to non-acceptance or non-retrieval, and subsequently returned to us, the customer will not be eligible for a refund. In such cases we may consider re-sending the package to the customer, upon collection of additional shipping fees, or offer a refund for the cost of the items only, minus the relevant shipping fees. This refund would also incur the 5% restocking fee required for all refunds as stated above.

EXCLUSION OF LIABILITY FOR HAIR LOSS, SCALP PAIN, REDNESS, SORENESS, OR ALLERGY:

Muse For Hair will not be liable for any hair loss, scalp pain, redness, soreness, or allergic reactions resulting from the use of our extensions. Customers acknowledge that individual reactions to any products may vary, and our company disclaims any liability for such reactions. It is the customer's responsibility to perform a patch test, follow application instructions diligently, and seek professional or medical assistance if needed.  By purchasing our product, the customer agrees to release our company, it’s affiliates, employees, and suppliers from any class related to hair loss, scalp pain, redness, soreness, or allergic reaction.

WHEN WOULD MY ORDER NOT BE SUITABLE FOR RETURN/EXCHANGE?

• If you have released the security ties holding the extensions together. Place your natural hair over the top of the bundle to check the colour blends seamlessly, do not untie the extensions if you wish to be eligible for an exchange.
• If you wash, colour, cut or tamper with the hair in any way that cannot be reverted back to it’s original condition.
• If you use products outside of the Muse recommended hair care range, or ingredients specified not to be used on the extensions.
• If you have had a ‘change of mind.’

CONTACT US

Should you have any inquiries or concerns regarding our refund and exchanges policy, or any other matter related to your purchase, please do not hesitate to contact our support team at support@museforhair.com. We are here to assist you and ensure your shopping experience with Muse For Hair is positive and hassle-free.

View our FAQ here