Shipping and Returns

Hair and Ella’s working business hours are Monday through Friday from 10:00 am to 6:00 pm CET. Processing time varies between 8-10 working days. We ship out as fast as possible and please allow 5-12 working days delivery time for international orders.

International shipping fee is 250 Swedish Krona (SEK). Postage fee within Sweden is 150 SEK and it takes approximately 1-3 working days to be delivered within Sweden. All orders are shipped with the Sweden postal service Postnord. Tracking numbers are sent through email as soon as the package is sent out. It’s every customers responsibility to get the package from the postoffice when it arrives. Unclaimed packages will be charged with 400 sek as an administration fee.

Orders placed over the weekend will be shipped first available working day unless it is a holiday. Once shipped Hair and Ella is not responsible for the delivery time. Contact the Postnord for more information.

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit, please first contact Postnord. When this is done, allow some days to see if the delivery information status has changed. In case it has not changed please contact us and we’ll do what we can to help in the issue, info@hairandella.com or +46704567727. What we can do is to contact Postnord and initiate a trace for your package and have them start an investigation. If it is determined that your shipment has been lost a replacement will be sent or you will also have the option of receiving your full payment in the way it was paid for when purchasing from www.hairandella.com.

Returns & Refunds

Hair and Ella’s return period is 14 days and it starts from the day the customer receive their item. You can return, and are liable for the return expense, an item and it must be in a non-used condition, in its original seal or packaging and any possible item that came with the package must be sent back. The shipping cost for the return is paid by you as a buyer. However, if you make an exchange, the shipping cost for the new item back to you is paid by Hair and Ella.

The packaging or sealing of the product you purchased have to be unused. If the
product you have bought has been spoiled, tampered with or used, you cannot get a refund. If the original packaging has been damaged, SEK 150 will be charged. All customers are responsible to get the packages from the postoffice. If the package comes back to us as unclaimed you are charged a 400 sek adminstration fee.

Hair and Ella shall refund you, if everything is in order, the amount that you paid for the product excluding your shipping fees. This will be done as soon as possible and latest within 30 days of the product being returned and received by us. Prior to any return you must contact us on +46 70 4567 727 or info (at) hairandella.com and let us know that you regret your purchase.

When returning a product bought from Hair and Ella:

• You are obliged to keep the product in the same condition as when it was delivered to you. Seal or tags must be intact.
• You must not have used the product, but you have the right to investigate the condition of the product upon arrival. If damage or harm is caused to a product while investigating it, then this does not qualify for the return policy.
• Please note that you do not qualify for our return policy if the seal of authentication of the product has been broken/opened or the product has been used.

In case of returns do the following steps:

• Pack the unused item in the same packing it came in or use your own.
• Put your order from inside the package and send to: “Oumie Ella Njai” Hagalundsgatan 1. 169 65 Solna, Stockholm Sweden. The order form will let us know it’s your package we received. Failing to put your order form will result in the process taking longer time. If you forget please write us and let us know that your package has been sent and state your order number in an email to us.
• We recommend you send the package with tracking number. We are not responsible for lost packages.

Hair and Ella will process your case as soon as possible and get back to you.

If a product is to be faulty or defective due to manufacturing issues or if we have
delivered the wrong product to you, you have the right to return the product to us. Hair and Ella will compensate your return costs. We will replace the product but if the product is out of stock, we’ll repay you the amount that you paid for the item. Please note that we do not refund the original shipping cost.

If you have purchased a customized item please note that this cannot be returned due to the nature of the product. Consider this before you order. If at all it is faulty, please contact us and we’ll be happy to help.

Complaints

You should feel safe as our customer and therefore you always have the right to regret your purchase and send your complain to us within 14 days from purchase. This is done through our return form or by e-mailing: return@hairandella.com. Always scan your package for damage, if the item is faulty or incase of missing products- contact us at info (at) hairandella.com. 

In exercising the right of exchange/cancellation, you are responsible for any shipping costs for the return of the goods and are responsible for the reduced value of the goods as a result of handling the goods other than is necessary to determine the characteristics and form of the goods. If returned the products must be unused, be in its original packaging and unopened.  If the products are destroyed or used the return policy is no longer valid.

If you have received a promotional item and return goods in your order, the amount will also continue to exceed the given amount/number of goods. If the amount/number of items is less than this, you will be charged for the promotional product you previously received. This does not apply to shipping costs and gifts.

When complaining, it is extra important for you as a customer to keep in mind the following:

In the event of a complaint, you must always return the entire product (all packages) in order for us to give you a full refund. Unfortunately, in the event of a complaint, we cannot be responsible for any costs that you incurred in connection with the insertion of the hair.

Transport and Shipping Delays

Hair and Ella sends all our packages through Sweden Postal service Postnord. If goods are damaged or lost during transportation to the customer then Hair and Ella are liable, you must notify our customer service as soon as possible but latest 14 days within you receiving the parcel. If goods are damaged or lost when you return it, you are responsible for payment.

Hair and Ella would kindly like to advice you for your own convenience not to wait until the last minute to place your order. Please plan ahead and make your orders if you have a deadline, hair appointment or other engagement to avoid disappointment in delays. 

Shipping time within Sweden is normally 1-2 working days and all packages will be sent out with tracking numbers. Hair and Ella cannot be hold responsible for late shipments due to increment weather, holidays, natural disasters, or carrier delays. Holidays does not count as a business day and should be considered when calculating shipping times. Postnord are very reliable and we trust them to deliver your package on time however if your package is delayed, we will not offer a reimbursement of shipping charges. Please first contact Postnord as they are responsible, as your package has been handed over to them. Please contact us if you need additional information on info (at) hairandella.com. 

Please note that we are not responsible for failed deliveries, refused shipments or incorrect shipping address. If the parcels comes back to us, you are obliged to pay shipping fees again. 

International Shipments

All packages sent to countries outside of the European Union are shipped DDU, meaning there may be additional local charges such as taxes and customs fees to be paid by the customer. International shipments must clear customs. The rules and requirements for customs clearance vary from country to country. The customer is also responsible to arrange for any permits or special paperwork that may be required. Invoices are sent with all shipments. This is the only document that will be sent with your shipment.

Guarantees

You have the right to return products to us within 14 days upon receival. We do not guarantee our hair extensions once it has been chemically altered in any way, the wefts been cut or due to improper use or care. Remember that bleaching or coloring your hair extensions may have altering effects on the hair.