ORDER PROCESSING, SHIPPING & RETURNS POLICY
BY PURCHASING FROM KRISTINA YOUNG HAIR ADDITIONS YOU ARE AGREEING WITH ALL TERMS AND CONDITIONS/ POLICIES AS LISTED BELOW.
Returns
Due to hygiene reasons, wigs, hair toppers and other hair additions cannot be accepted as returns due to the risk of cross infection from scalp/hair/skin between persons.
This is for hygiene and health protection reasons for both you and others.
Once the product is received and opened it becomes non-refundable/returnable due to the risk of skin-to-skin cross-infection. The packaging (as the customer receives it) is considered to be the hygiene seal. When opened, the seal is broken, and the item is not fit for return. These are terms and conditions that cannot be changed.
Please note: Fungal spores are highly contagious and can live on material independent from bodies for 12-20 months.
As the purpose of medical grade wigs is for patients with medical conditions (eg. chemotherapy or immunocompromised) there is a severe risk to health with the resale of any wig, hair piece or medical grade headwear.
For the reasons above we also cannot offer exchanges.
The following items are also non-returnable and non-refundable: Special orders, customised items, care and styling products, accessories, colour rings and orders delivered to countries outside of New Zealand (including drop shipped items).
All stock clearance items are final sale and non-returnable.
Please note - Some clearance items may have been tried on over a closed wig cap. We will always include this information and in the product listing on our website.
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Wig/topper/hair piece manufacturers can allow for a 5-10% variance in density, weight, colour distribution and wave pattern between pieces, particularly when elements of the piece have been handmade/hand tied during production. This means there can be some differences between the same style and colour which have been produced at different times or in different batches.
Digital colour swatch images and model images are designed to give you a good idea of the colour, however, they should not be relied upon as an accurate representation of the colour.
Colours shown on photos and videos cannot be relied upon to be a 100% accurate representation of the colour due to variances in lighting and computer/phone screens.
Kristina Young Hair Additions cannot be held liable for a dislike of colour, misinterpretations of colour, or an incorrect choice of colour.
If you wish to check a colour in advance, colour sample rings can be purchased from our website.
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Quality control checks are carried out by the manufacturer and Kristina Young Hair Additions on all wigs, toppers and hair pieces prior to dispatch.
Damage caused by improper wear—such as tearing the lace front—or by using unsuitable care products that lead to shedding of wig/topper hair is not considered a manufacturing defect. Items damaged through misuse or mishandling will not be eligible for replacement.
Wigs and toppers are delicate and must be cared for according to the manufacturer's guidelines. Do not use inappropriate brushes, combs, or products that are not specifically recommended.
For synthetic wigs, most manufacturers estimate a lifespan of approximately 6 weeks with proper care. Longer styles tend to have a shorter lifespan and are more susceptible to static damage.
Human hair wigs typically last up to 6 months with daily wear, provided they are maintained using the correct products and care methods as advised by the manufacturer.
We strongly discourage the use of any products not explicitly recommended by the wig manufacturers.
Clips that become loose or detached is not unusual and is not considered a defect. The clips are meant to detach so that the clips can be moved or changed, or the piece can be bonded with adhesives, which is very common in hair replacement pieces. Many wearers prefer to move the clips around based on their attachment needs/comfort. Clips can be stitched back on at home or by a professional who offers this service.
All wig and hairpiece purchases from Kristina Young Hair Additions include basic care instructions. Additional guidance is also available on our website.
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Should you feel your item is faulty or please contact us with your order number and the details of your concern.
The manufacturer may wish to have the item returned to them for inspection.
Kristina Young Hair Additions will act as a third party to return the item to the manufacturer.
Should a return be authorised by the manufacturer, Kristina Young Hair Additions reserves the right to charge a fee per wig/hairpiece/item for the cost of return to the manufacturer overseas.
If upon receipt and inspection the manufacturer deems the item to be faulty, they will advise us how they can resolve the problem – either by replacement or refund. Should a refund be issued Kristina Young Hair Additions will refund the customer order and refund the return fee, minus any incurred fees / duties.
If upon receipt and inspection the manufacturer concludes that the item is not faulty the item will be returned to us. Kristina Young Hair Additions will then return the item to the customer and the return fee will not be refunded.
Authorised Return Procedure
If we authorise a return of a wig/topper/hair piece then it must not have been changed in any way, including – hair/fibres combed, brushed or styled; parting altered; cap size altered; clips opened.
Once we have authorised a return, the item must be returned to us within 7 calendar days from the date we sent the authorisation.
Once we have received a returned item, we will carry out a check on the item to see whether it is in the same condition as when it was shipped out from our warehouse. If we determine that the returned item is not in the same condition as when it was shipped out by us, we will send an email to provide an explanation as to why we have not been able to authorise a return or refund. We will offer to return the item to the customer with the postage cost being covered by the customer. (Items will be returned using a service that requires a signature on delivery.)
Any items or orders authorised for refund; the refund will be issued by us within 14 calendar days of authorisation.
IMPORTANT - Unauthorised returns are prohibited.
Should an unauthorised return be made, subject to the sender notifying us of their return by email, the sender will be offered the opportunity to have their item returned. All costs incurred during the unauthorised return procedure are the responsibility of the purchaser/sender, and Kristina Young Hair Additions are not liable for any costs incurred.
The cost of return shipping, a $75 administrative fee, plus any PayPal or transaction processing fees incurred will be charged to the customer. Once the costs are paid the item(s) can be re-shipped in 1-2 business days.
Should the sender not make contact within 7 calendar days of the unauthorised return, or should they be uncontactable - items are held for a maximum of 7 calendar days before being restocked/returned to supplier/disposed of.
If you do not collect the package from the collection point where it is being held by the courier or rearrange delivery with the courier, resulting in the package being returned to us, this will be treated as an unauthorised return.
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Order Changes & Cancellations
All orders are processed automatically upon placement, and during this process, we incur non-refundable fees. While we understand that changes may sometimes be necessary, modifications or cancellations are not free once processing has begun. Our cancellation policy is as follows: -
If you cancel your order before it has been shipped, a 15% cancellation fee (calculated on the full retail price), a $75 administrative fee, and any PayPal or transaction processing fees incurred by the merchant will be deducted from your refund.
If you wish to change the colour of the item(s) on your order we can make the alteration on your order only if the change can be made before we place our order with the overseas wig manufacturers (who do not accept returns), otherwise the original order will need to be cancelled and the relevant fees will apply.
If your order has already shipped, cancellation is not possible, and items returned to us will be treated as an unauthorised return.
Orders that are refused at delivery will be subject to all applicable charges, including restocking, cancellation, and any additional fees as outlined above.
Authorised order cancellations will be actioned by us within 7 calendar days.
Once we have issued a refund, it can take up to 10 business days to be deposited into your account or to show on your bank/card statement.
It is not possible to cancel custom made items and special-order items.
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Payments
All prices are in New Zealand Dollars and are inclusive of Goods and Services Tax (G.S.T.).
These payment options will appear during the checkout process:-
· PayPal
· Wise
· Bank Transfer
Our bank details will appear if this option is chosen
· Government Wig Subsidy (for customers in New Zealand).
If you choose this option and already have a claim number, please provide this. If you are a new claimant we will be in touch to assist you through the claim process. See our Wig Subsidy NZ page for more information.
For our international customers outside of New Zealand: Kristina Young Hair Additions is not responsible for any changes in currency value or conversion rates that your bank or credit card company may use when charging in your country’s currency.
Order Processing
The time it takes for your order to be processed and shipped depends on the item ordered, where the supplier is based and whether the item is in stock or on back order. Once we have received your item at Kristina Young Hair Additions HQ we can ship your order out to you in 1-2 business days.
Stock clearance items are dispatched within 1-2 business days.
Items purchased during pre-sale periods will be shipped to us from the supplier following the advertised launch date.
If you are suffering from a weakened immune system (i.e.- due to chemotherapy treatment) and have specific hygiene requirements as to how your hair addition should be handled, please contact us to discuss this.
Belle Tress is a U.S based company and we place our order with them once a week if we have enough orders to fulfil, otherwise it will be every 2 weeks. Shipping time from Belle Tress to us is 3-5 business days.
Estetica Designs is U.S based company and we place our order with them once a week. Shipping time from Estetica Designs to us is 3-5 working days.
Jon Renau is a U.S based company and we place our order with them once a week. Shipping time from Jon Renau to us is 3-5 working days.
Raquel Welch and Gabor products are manufactured by Hairuwear, who are a U.S based company. Shipping time from Hairuwear to us is 3-5 working days.
Stock Clearance items are dispatched in 1-2 business days.
If you would like us to fast track your order this will require an additional cost. Please contact us we will be able to provide further information.
If your item is not in stock with the supplier, we will be able to place a back order, and the item will be shipped to us as soon as the item becomes available. Please note that wig brands will provide an estimated wait time for back orders. These times are not guaranteed and can be subject to change. This can be due to the impact of weather conditions and congestion at ports on shipments going from factories in Asia to the wig companies in the USA.
Shipping/Delivery
Shipping/delivery options will be displayed at the checkout on our website.
Shipping/delivery charges are determined by the weight and size of the package and the country of destination. The total costs will be calculated and will be displayed.
If your delivery address is not covered by our preset prices, we will be able to provide a quote for delivery if you contact us and let us know your delivery address and which products you are looking to purchase. If you accept our quote we will send you an invoice with the quoted delivery price.
The price paid for shipping on orders covers one shipment. If your order includes multiple items and some need to be placed on back order with the suppliers, we will contact you to ask if you would like to have all the items shipped together once they are all in stock or if you would like to have in stock items shipped first and back ordered items shipped once when are in stock. If you choose to have all items shipped together your order will be dispatched once we have all the items from your order in stock. If you choose to have back ordered items shipped later, we will contact you once those items have come in stock and ask you which shipping service you prefer. We will then issue you with an invoice for the shipping cost. Once this has been paid, we will dispatch your back ordered items.
Kristina Young Hair Additions cannot accept any liability for products lost or damaged in transit.
We do not dispatch orders during our holiday periods. These holiday periods will be displayed on the homepage of our website and at the shipping stage of the ordering process. Orders can still be placed on our website during these periods. Orders will be dispatched once our operations resume after the holiday period.
Delivery Times
From the day your order is shipped:-
New Zealand
NZ Post Economy - 3 working days
NZ Couriers
North Island deliveries: Next working day by 5pm to residential addresses.
National Deliveries sent between islands: Next working day by 5pm to residential addresses.
Rural addresses: Allow 2 - 3 days working days extra for delivery to a rural address.
Please note - Couriers may charge additional fees for addresses in remote and long-distance areas.
Australia
NZ Post Economy Tracked and Economy Plus: 3-13 working days
International Courier: 3-13 working days
Other Countries
Delivery times will depend on the country, courier and shipping service.
Please contact us for information.
Duty & Customs
We cannot estimate customs and import duties relevant to countries outside of New Zealand. If an import tax/duty is to be paid before your customs authorities release the goods to you, it is your responsibility to pay this. Kristina Young Hair Additions cannot be held responsible for customs charges or the time it takes for packages to clear the customs process in your country.
If you (the customer) refuse to pay the relevant import taxes/duties and the package is then returned to us, this will be treated as an unauthorised return.