RETURNS & EXCHANGES
ILonaHair.com makes it a priority and a policy to respect and protect your privacy. We use your personal information only to fill orders you place and enhance your overall buying experience. Your contact information, purchase details and any other information you provide is kept private. Our encrypted, secure credit card processing system is monitored 24 hours each day, seven days a week.
Please click on the following links to review our other policies:
VARIOUS WAYS TO PAY
Any charges you incur from our site will be listed as ILonaHair LLC.
Charges on your debit or credit card are made to your account once your order is shipped. When you initially place an order using your debit or credit card, there will be a brief hold on your account for authorization. Funds for orders placed via PayPal will be deducted from your PayPal account as you complete the checkout process.
PROCESS FOR MAKING CHANGES TO OR CANCELING AN ORDER
Once you place an order, you have up to four business hours to cancel your order or request any changes. Our office open for business from 10 a.m. to 5 p.m. EST, Monday through Friday. If you need to reach us concerning an order, feel free to call us at Toll-Free: 1-844-682-7209, If you cancel after four business hours, we will treat your order as a return, rather than a cancellation, and add a 25 percent fee for restocking.
If you refuse an order at delivery or an order is marked undeliverable by the carrier, that order will also be treated as a return and subject to the 25 percent fee.
OUR PRICE MATCHING POLICY
ILonaHair.com will match a competitor’s lower price for an item, provided that price match meets the following criteria:
- You must alert us of the lower price within 10 ten days of placing your order or prior to placing your order.
- The item must be identical to the one we’re selling, and the seller must be an authorized Internet retailer.
- The item’s price must appear on the seller’s website, not in a written price quote or email.
- Because we only sell unopened products direct from the manufacturer, ILonaHair.com does not match prices that include free or special offers, rebates, bonuses, closeout or clearance rates. Nor do we match prices on items that were damaged, on display, returned, used or sold in an open box.
You may not combine our price matching with other offers or coupons.
Price match requests can be made by calling us during business hours at Toll-Free: 1-844-682-7209
OUR POLICY ON EXCHANGES
We want all our customers to be completely satisfied, which is why we offer FREE exchanges if you are unhappy with your purchase for any reason. Exchanges and returns may not be made on wholesale accounts.
Exchanges are NOT subject to restocking fees, although shipping charges will apply.
Your exchange will have the same credit card and shipping procedure used on your original order unless you specify otherwise on our Exchange Request Form.
If your account has a balance due to you after the exchange, we will refund it using the payment method of your original order.
Make an exchange by first placing your new order, either online or by calling Toll-Free: 1-844-682-7209. Then write your new order number on our Exchange Request Form that came with your original order. Once we process the order you returned for an exchange, we will refund your original order without the restocking fee.
SENDING BACK ITEMS
You have up to 14 days from the date of your original shipment to return or exchange items. Visit our Returns Center or fill out the Exchange Request From on the back of your packing slip, and include it with your repackaged items. Mail the items to our address listed on the form.
HOW RETURNS WORK
We accept returns on eligible items as noted below. Since we sell only new, unopened items, we must charge a 25 percent restocking fee on returns to send items back to the manufacturer. We deduct the fee from your purchase amount then refund the balance using your original payment method.
Items you return or exchange may take up to five business days to reach our ILona Hair Fulfillment Center. It typically takes two days for inspection, after which time we will process your refund, applying it to your original payment method. Please be advised it may take credit card companies up to 10 days to post credit to your account.
PRODUCTS ELIGIBLE FOR RETURN OR EXCHANGE
Products eligible for return or exchange must meet the following conditions:
- Must have original packaging and in original condition: tags attached, unworn, undamaged and unaltered.
- Must be free of any odors.
- Must be returned within 14 days from the receipt of your original order.
Certain products are NOT eligible for return or exchange. These include:
- Clearance or last-call items, wholesale orders, care products, costume wigs, accessories, liquids, and items that were special ordered or discontinued.
If you send back an item that is not eligible for return or exchange, we will send you an email outlining two options:
- Sending you back the items, charging you for shipping
- Offering you a 20 percent-off coupon to use for a future purchase with IlonaHair.com if you allow us to donate your item(s) to the American Cancer Society. You may request a receipt for your donation.
We automatically donate ineligible item(s) if we don’t hear from you within 20 days of receiving said items.
A note on wigs: Every wig we ship comes with a wig hygiene guard. Use it to try on the wig so the wig remains eligible for return or exchange.
When the sale of a specific item exceeds its availability, a backorder may be necessary.
If this is the case, we shall email you with the date your item is expected to arrive. We will then give you the option of:
- Selecting a new item
- Being placed on a priority waiting list to receive the item once it is again available, charging your original payment method once the item has been shipped
- Cancelling your order
Once backordered items become available, we will ship them ASAP using the original method you selected. International orders containing multiple products will not be shipped until all items are available, as we do not ship partial orders internationally. For additional backorder information, please email info@iLonaHair.com or call Toll-Free: 1-844-682-7209
SHIPPING AND HANDLING OPTIONS
ILonaHair.com offers following shipping options:
- USPS First Class Package (2-3 Business Days)
- USPS Priority Mail (1-3 Business Days)
- USPS Priority Mail Express (Overnight Guaranteed)
- Postmates On-demand Delivery (Same Day, South Florida only)
- All Domestic orders over $50.00 are subject to FREE SHIPPING
- USPS First Class Package International (Varies By Destination)
- USPS Priority Mail International (6-10 Business Days)
- USPS Priority Mail Express International (3-5 Business Days)
- DHL Express (Next Possible Business Day)
- Any International orders over $150.00 are subject to FREE SHIPPING
*All shipping promotions apply to US Ground shipments only. **We are not responsible for any duties, taxes, or additional charges that may be charged by Customs for any International deliveries.
MORE ON SHIPPING
If we cannot verify a shipping address, we may send orders to the billing address to protect the cardholder. Orders shipped to P.O. boxes do not use traceable methods, which means the package can neither be tracked nor its delivery time guaranteed. For this reason we urge you to ship to a physical address.
Holidays, carrier delays or natural disasters may delay shipping. Do not calculate holidays as business days when assessing your expected delivery date.
Shipping delays, and additional charges for verifying information, may occur due to erroneous billing information and/or using an alternate shipping address.
An additional shipping and handling charge of 25 percent of the order total for domestic orders, and 50 percent on international orders, will be charged for shipments that are returned to us because they were cancelled, refused at delivery or contained an undeliverable address. Shipping and handling charges are NOT refundable.
Orders shipped to Florida are subject to sales tax. Shipments to that state will show the appropriate sales tax total displayed at the final order confirmation stage.
COUPONS AND DISCOUNTS
Only one coupon or discount may be used per order.
THEFT AND FRAUD
EXPECT TO BE PROSECUTED FOR THEFT OF OUR MERCHANDISE AND/OR CREDIT CARD FRAUD.
CHANGES IN POLICY
We may make changes to our policies at our discretion and without prior notice. Check this page regularly for any changes.
Product availability, specifications and prices may change without prior notice. We may also correct any errors in text, photos, pricing and specifications. We shall let you know of any changes or corrections in your order to ensure you approve of them prior to completing your order.