Our Policies

CANCELED ORDERS:

Diamond Enterprises Doing Business As “Diamond Hair Luxury Extensions” reserves the right to refuse service by canceling any orders that we feel are high risk for fraud or we feel that a business transaction will not result in a mutual benefit for both parties involved. Our goal is to provide you with our hair extensions, however, if we feel that we cannot meet your expectation, we reserve the right to refuse your order and issue you an immediate refund. Items that have been shipped are not subject to cancellation but are subject to our terms and policies below.

SHIPPING INFORMATION:

ALL SHIPPING AND BILLING ADDRESSES MUST MATCH. NO EXCEPTIONS. If you're military, please contact us prior to ordering.

 Please allow up to 7 business days to ship your order after your payment is processed. Diamond Enterprises Doing Business As “Diamond Hair Luxury Extensions” will require at least 5 business days (not including weekends) to process your payment. After 5 business days of processing, Diamond Enterprises Doing Business As “Diamond Hair Luxury Extensions” will require 7 business days to ship your package. You can expect a tracking number on or before the 7th business day. For orders placed prior 5pm (EST) will be processed the same day. Any order(s) placed after 5:00 p.m. (EST) are considered placed the next business day; an additional day will be required for processing. Diamond Enterprises Doing Business As “Diamond Hair Luxury Extensions” will make every effort to ship your items before the required shipping and processing times. For rush orders, please email us at sales@diamondhairluxuryextensions.com to inquire about faster processing times. Emailing us does not guarantee faster shipping and processing. The email represents an inquiry to see if we can accommodate your requests.

Diamond Enterprises Doing Business As “Diamond Hair Luxury Extensions” is not responsible for any shipping delays that are a result of inclement weather, holidays, natural disasters, or carrier delays. Federal holidays are not considered a business day and should be considered when calculating shipping times. We entrust the delivery courier of our choosing to deliver your package on time. If your package is delayed, we are not able to offer a reimbursement of any portion of the shipping charges. If you need additional information, please contact us at info@diamondhairluxuryextensions.com.

If the product you ordered is not available, we will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a feasible option for you and you wish to cancel your order completely, we will issue your payment as a refund to the original payment method immediately. Please allow your financial institution processing time to show the funds in your account.

UNDELIVERABLE PACKAGES, INCORRECT ADDRESSES, AND REFUSED DELIVERIES

Your order shall be shipped via the courier of our choosing to the address you provide. Tracking numbers are sent to your email address as soon as a shipping label is created. If you do not receive a tracking number within 5 business days, please contact us at info@diamondhiarluxuryextensions.com. Use your tracking number to track your package in transit.  Incomplete or incorrect address information is the major cause of shipment delays. Please check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package.

Due to problems with missing shipments and fraud attempts, we ship all packages with SIGNATURE CONFIRMATION. USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call to pick-up or to arrange an alternate delivery. It is the customer's responsibility to arrange for package pick-up, if necessary. No refunds will be issued for refused or abandoned shipments.

LOST SHIPMENTS

If you have tracked your package and there is a discrepancy in delivery information (not including customer typos in the address), or it has been lost in transit please contact us by email immediately. We will contact USPS right away and initiate a trace for your package and have them start an investigation. The investigation can vary, and we cannot control how long it may take. If it is determined that your shipment has been lost a replacement will be sent pending USPS's investigation results. If the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.

INCORRECT ORDERS / PRODUCTS

In rare occurrences a mistake or delay can happen from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as your original order. You must notify us of any incorrect or missing items within 3 days after receipt of your shipment. Please be assured that our orders are processed with video surveillance to ensure that no packing errors occur.

Diamond Enterprises DBA “Diamond Hair Luxury Extensions” reserves the right to change or modify our policy at any time without giving prior notification.

PAYMENTS & ORDERING

Our preferred method of payment is PayPal. PayPal is a considerably safe way to make an online payment. We accept the following payment type for your protection and ours: PayPal, Visa, MasterCard and American Express. When you use PayPal, we do not have access to your credit card information. Should you use any other form of payment, we will make ever possible effort to keep your information secure within the capabilities and limitations of our VPN network.

RETURN & EXCHANGE POLICY

Every shipment under goes a two-step inspection process before shipment in order to ensure consistency and quality. Due to health regulations, hygiene concerns, and the nature of the product we currently are not accepting returns or exchanges*. There are a few exceptions to this policy please read below to see if you meet the criteria.

*We will exchange items that have NOT yet been packaged or shipped. Your order will be subject to a $15 restocking fee.

After purchase, you will receive human hair extensions consistent with the length, color, texture*, and quantity of your choosing. Before using your new hair extensions, please inspect the product thoroughly to ensure you have received the correct length, color, texture, and quantity desired. We encourage you to thoroughly inspect and examine the hair without cutting the zip ties or opening the bundles. The only exception to this is receiving the incorrect order. Please note the photos of our hair are in their raw state, staged for photos, or they are stock photos.

*The texture will be those that are shown on the website prior to washing, products, and styling. Washing, styling, and products alters the appearance of the curl pattern from what is shown on the website. Texture does not refer to what your perception/understanding of what the pattern should be. We encourage you to email us at info@diamondhairluxuryextensions.com to get more information on what the curl pattern is prior to purchase.

Very Important:

Please note that all items that are shipped are done under video surveillance due to fraud attempts. This is for protection of the company and the client to ensure you are receiving the correct products.

Return & Exchanges: (if applicable)

We only replace items if we ship the incorrect item to you. Replacements will be replaced with the same item originally ordered; no substitutions will be granted. We will exchange items that have NOT yet been packaged or shipped. Please allow additional processing time to accommodate your request. Replacement requests must be made within 72 hours (3) days of receipt of your order.

Please note: Federal law states you cannot return human hair products that have been used.