SHIPPING & RETURNS
Shipping Policy:Order Processing: MHE uses Australia Post for shipping, and orders are processed within 1-2 business days.
Delivery Options: At checkout, customers can choose between Express or Regular delivery, with the cost calculated during checkout.Delivery Times:Standard
Delivery: 3-10 business daysExpress Delivery: 1-3 business days For international orders, additional charges apply based on order weight. All prices are in Australian Dollars, excluding GST unless otherwise indicatedPlease note: If you are in a rural area or in WA, it is advisable to choose express shipping as delivery times may vary in remote locations.Tracking and
Assistance: All parcels are sent with the selected option of signature required. Should a parcel not arrive within the specified timeframe, customers are encouraged to contact us. Our friendly team will assist in tracking the order. It's important to note that MHE cannot assume responsibility for delays with Australia Post, as these are beyond our control. Delays may occur, particularly during peak periods, so customers are advised to factor in these potential delays.In-Store Pickup and Uber
Delivery: For added convenience, MHE offers in-store pickup at 2 Collins Place, Kilsyth VIC 3137. Additionally, we accept Uber pickups for same-day delivery. If immediate processing is required and Uber pickup is chosen, customers can note this at checkout. Our team strives to have orders ready within the hour for a prompt and efficient experience.
Warranty Policy: When opting for MHE hair extensions alongside MHE haircare products, customers unlock an extended 3-month warranty, ensuring prolonged coverage. For those committed to incorporating MHE in their services, including salons, this extended warranty provides peace of mind. However, for individuals and salons choosing alternatives to MHE, the standard warranty remains at 14 days. This approach guarantees a comprehensive warranty for those fully embracing the MHE experience, while still providing baseline coverage for others who may make a different product choice.Hair Extension Care Guidelines: To maintain the quality of MHE hair extensions, proper care is paramount. Users are advised to use the MHE range to keep the hair extensions in optimal condition. Essential practices include avoiding double heating, refraining from brushing wet hair, not sleeping on wet extensions, avoiding messy buns when wet, tying in a loose plait during sleep, regular refit appointments, and using purple shampoo sparingly.
Return Policy: Our technical team conducts a thorough evaluation of returned hair extensions, posing necessary questions to troubleshoot. If required, faulty extensions may be sent back to the manufacturer for further investigation. We don't accept returns outside of the respective warranty policy, whether it be the 14-day period if MHE products are not used on the hair or the 3-month period if MHE haircare is purchased with the hair.
Returning Products to Maiden Hair Extensions: For the return process, goods believed to be damaged or faulty should be reported to MHE immediately. Any item incorrectly returned as faulty will incur a $30.00 Service Fee, along with associated delivery costs. All products must be returned in their original condition and packaging. The responsibility of returning hair extensions lies with the purchaser, and the use of tracked mail is recommended. If products are found to be faulty, a full credit OR refund will be issued.
Post-Return Communication and Resolution: To initiate a return directly to Maiden Hair Extensions, customers are instructed to apply through our refund portal below OR email info@mheaustralia.com. If deemed eligible, a returns number and form will be provided, and the completed form should be emailed back. The product, along with the returns form and assigned number, should be mailed to Maiden Hair Extensions at 2 Collins Place, Kilsyth VIC 3137. Returns must be in the original packaging and in suitable resale condition, with faulty extensions ensured to be completely dry and neatly plaited. Return postage is the customer's responsibility unless the product is proven faulty. After receiving the returned product, Maiden Hair Extensions contacts the customer within two business days. Testing is completed within five business days, and subject to availability, a replacement product or refund is processed within seven business days. It is crucial to always contact Maiden Hair Extensions before posting a returned product to ensure a valid returns number is in place.