Return & Refund Policy
At PEARL, our commitment is to ensure that every woman looks and feels her best by providing the ultimate hair experience. If you face any issues with your purchase, reach out to us at service@loveuhair.com, and we'll prioritize responding within 24 hours.
Item Not Deliveried:
Delivery on the way:
1.Parcel seized by customs: It is buyer's duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice) .
2.Status of shipment stagnated for a long time: If status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us untill the parcel is delivered successfully.
Unsuccessful delivery
1.If the parcel is delivered unsuccessfully because of wrong address offered by buyer, or by the mistake of the buyer, We are not responsible for any loss caused
2.If the parcel is sent to a wrong address because our mistake, we can resend the parcel to you or offer you a refund.
3.If the parcel is lost by the shipping company, please contact the delivery company for more details.
Customer Refuse The Package
Please donot directly refuse to sign the package with the courier before contacting Our customer service, or the long-term shipping time waste & shipping fee will be borned by yourself,Thanks for understanding.
Shipping Damaged Items
We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If the unfortunate thing really happens, please provide us with the Photo or video and contact us at s ervice@loveuhair.com, Notice: we will not accept Shipping Damage Claims later than 15 days from receipt of products.
Item Not As Subscribed
You are encouraged to open the parcel to check the item once it is delivered to your house. You should contact us within 15 days if you are not satisfied with the item. if the size, style, color doesn't match your needs, please contact us for return or exchange. We don’t accept used hair returning and any claim about not matching description. Besides, if you just don't want the item and want a refund, please also contact us within 15 days after you receipt it, and you will be charged up to 20% restocking fee. (this is withheld from refund)
Notice: Refund not including Extra Express/ Standard Shipping Fee since it had been paid to the shipping company, please understand.
Order Returns
We gladly facilitate exchanges and returns of unused wigs within 30 days of receipt.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
Kindly reminder:
1.If you want to return it, Please keep the item in original condition, factory condition, as we do not sell refurbished or previously owned products. Please make sure the wig is INTACT and the LACE has NOT been cut. Items have been used or washed is not allowed to return any more.
2. Please check your items as soon as your received it, and email us within 15 days after you receive the product.
What does "returned in the original condition" mean?
✓ Hair has NOT been washed, conditioned, installed, colored, bleached or worn.
✓ Wig has NOT been washed, conditioned, installed, colored, bleached or worn
✓ Ties have NOT been cut and the hang tag is attached.
Email:service@loveuhair.com