store policy

customer care

Please read this information carefully as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you.

PAYMENT TERMS

Terms of payment are always 100% upfront. We accept PayPal and all major credit cards. As soon as you place an order online your credit card will be charged. Please review your order, items, and shipping information carefully.  Once submitted, your order and payment will be processed and cannot be changed for any reason without canceling your order. If your order is canceled, your bank will typically hold the authorized funds from between 3 and 5 business days. Unfortunately, this is out of our control so please be sure your order information is accurate.

Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. When making a payment through PayPal, please be sure that your shipping address is correct. We will only ship items to the address provided to us from your PayPal transaction. 

ORDER PROCESSING

customer service business hours are Monday through Friday from 9:00 am to 9:00 pm EST. All orders are processed within 2-3 business days.  Customized hair extensions will take 3-4 business days for the coloring process and thereafter shipped and delivered with 2-4 business days. Orders placed over the weekend will begin processing Monday morning unless it is a holiday. Then processing may be an extra day or two. Once shipped, orders arrive in 1-3 business days.

PRODUCT AVAILABILITY 

If any product is out of stock, unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving a substitution. If a substitution is not acceptable you may wish to terminate the sale in which case, we will refund the amount charged to your credit card or apply store credit to your account.

REFUNDS/RETURNS

Customers should contact Heavenly Hair by Nicole's customer service via email customerservice@heavenly-hair.com  or  phone 1-443-793-2124  and notify me of their issue or concern or send items directly to Heavenly Hair by Nicole:

RETURN ADDRESS

Heavenly Hair by Nicole

1472 Berger Street

Odenton, MD 21113

We will be happy to refund or grant a store credit for any items within 3 days after received if there is a problem with your order from a mistake that we've made. Proof of the mistake made must be submitted via email at customerservice@heavenly-hair.com. If it is determined that we have made a mistake we will issue a full refund.  We will then send a prepaid shipping label via email to ship your order back to us. Once your order is received and thoroughly inspected we will then issue a refund.

to qualify for a refund or store credit, items are allowed to be removed from their packaging in order to see the color and quality, but the top ties that are used to keep the extensions attached/together can not be removed. Brushing, combing, and finger-combing are not allowed as that will alter the texture.

All returned products will be thoroughly inspected and products that are returned with signs of being worn or altered in any way will not be eligible for a refund/store credit. 

SHIPPING

We offer free shipping through USPS only in the US.

SHIPPING DELAYS

We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Please keep in mind weekends or holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. 

FAILED DELIVERIES / REFUSED SHIPMENTS / INCORRECT ADDRESS

Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via USPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. All orders must be signed upon arrival.

NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.

If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges.

LOST SHIPMENTS

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact USPS to find out if your order can be located. If your order can not be located USPS will start an investigation. If it is determined that your shipment has been lost a replacement/refund/store credit will be issued.

INTERNATIONAL SHIPMENTS

We do not ship internationally but unfortunately.

POLICY CHANGES

Heavenly Hair by Nicole, reserves the right at our discretion to make changes to prices, policies, and procedures. Please check this page periodically for changes.

SUBMISSIONS

Apart from your personal information, any communication or material you send to the Heavenly Hair by Nicole, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to the Heavenly Hair by Nicole site may be used by Heavenly Hair by Nicole for any purpose including but not limited to the modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to Heavenly Hair by Nicole, you irrevocably transfer and assign to Heavenly Hair by Nicole, and forever waive and agree never to assert, any copyrights, "moral" rights, rights of publicity or to privacy, or other intellectual property or proprietary rights that you may have in such material. Heavenly Hair by Nicole is free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to the Heavenly Hair by Nicole site for any purpose whatsoever, including but not limited to developing manufacturing, and marketing products and services.

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BUSINESS PACKAGES

Heavenly Hair by Nicole's business packages is available for purchase pre-created or customized. Heavenly Hair by Nicole reserves the right to change the prices, terms, or details, of our business packages. Clients are to contact us via email at customerservice@heavenly-hair.com or phone at 1-443-793-2124 if a customized business package is desired. Quantity of textures, lengths, and hairpieces are required. Heavenly Hair by Nicole will contact their clients via email or phone with a quote of their requested order. If clients agree with our quote and are ready to make a payment. We will send a PayPal invoice in the amount of the quote we agreed. Payment is required upon receipt. 

privacy & safety

Your privacy is important to us and we want to protect your personal information. This Privacy Policy explains how we collect, use, and (under certain conditions) disclose your personal information as well as the steps we have taken to secure your personal information. In addition, this Privacy Policy explains your options regarding the collection, use, and disclosure of your personal information. By visiting our website directly or through another site, you accept the practices described in this Policy.

This privacy policy applies to the Site. This privacy policy does not necessarily apply to any offline collection of your personal information. Please see below for details.

We are not responsible for the content or privacy practices on any web site not operated by Heavenly Hair by Nicole to which the Site links or that links to the Site.

COLLECTION AND USE OF INFORMATION

1. Information Collection.

We collect information from you in several different ways on this Site. One goal in collecting personal information from you is to provide an efficient, meaningful, and customized experience. For example, we can use your personal information to:

· help make the Site easier for you to use by not having to enter information more than once.

· help you quickly find information, products, and services.

· help us create content that is most relevant to you.

· alert you to new information and products, promotions and services that we offer.

(a) Registration and Ordering. Before using certain parts of any Site or ordering products, you must complete an online registration form. During registration, you will be prompted to provide us with certain personal information, including but not limited to your name, shipping, and billing address( es), phone number, email address, and credit card number. In addition, we may also ask you for your country of residence and/or your organization's country of operation, so we can comply with applicable laws and regulations. This kind of personal information is used for billing purposes, to fulfill your orders, to communicate with you about your order and the Sites, and for internal marketing purposes. If we encounter a problem when processing your order, your personal information may be used to contact you.

(b) Email Addresses. Several locations of the Site permit you to enter your email address for purposes including but not limited to: to register for a contest or sweepstakes; to request alerts which will notify you of new brands, new product styles, or other new products; or to sign up for email newsletters and special offers. Your participation in a contest or sweepstakes is completely voluntary, so you have a choice whether to participate and disclose information to us. We use this information to notify contest and sweepstakes winners and to award prizes. We may post on the Site the names, cities and states, photos and/or videos of contest and sweepstakes winners. By entering a contest or sweepstakes, you may be opting in to receive our email newsletter and special offers and this will be disclosed in the official rules governing the contest or sweepstakes.

(c) Cookies and Other Technology. Like many sites, the Site employs cookies and web beacons (also known as clear GIF technology or "action tags") to speed your navigation of the Site, recognize you and your access privileges, and track your Site usage.

2. Information Use and Disclosure.

(a) Internal Use. We use your personal information to process your order and provide you with customer service. We may internally use your personal information to improve the Sites' content and layout, to improve outreach and for our own marketing efforts (including marketing our services and products to you), and to determine general marketplace information about visitors to the Site. 

(b) Communications with You: We will use your personal information to communicate with you about the Site and your orders and deliveries. Also, we may send you a confirmation email when you register with us. We may send you a service-related announcement on the rare occasions when it is necessary (for example, if we must temporarily suspend our service for maintenance.) Also, you may submit your email address for reasons such as to register for a contest or sweepstakes; to request us to notify you of new brands, new product styles, or product sizes; or to sign up for email newsletters and special offers. If you submit your email address, we use it to deliver the information to you. We always permit you to unsubscribe or opt-out of future emails (see the opt-out section, below, for more details). Because we have to communicate with you about orders that you choose to place, you cannot opt-out of receiving emails related to your orders.

UPDATES TO THIS POLICY

If we change or update this Privacy Policy, we will post changes and updates on the Site so that you will always be aware of what information we collect, use, and disclose. We encourage you to review this Privacy Policy from time to time so you will know if the Privacy Policy has been changed or updated. If you have any questions about the Privacy Policy, please contact us at customerservice@heavenly-hair.com

payment methods

- Credit / Debit Cards
- PAYPAL

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