At Gwen-Estelle, we understand that getting your hair products promptly is important to you. We make every effort to process and ship your order as quickly as possible. Our standard shipping policy is as follows:
Domestic orders are shipped via USPS or UPS, while international orders are shipped via USPS, UPS, or DHL.
Processing & Shipping
Because our products are beautifully handcrafted, please allow us 2-3 business days to process your order.
Processing includes making your products, labeling them, printing labels, and securely packing them in the box. This timeline does not include weekends, holidays, and transit (shipping) time.
After processing, shipping (transit time) usually takes 2-5 business days. If there are any unexpected delays, we will notify you via email.
Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties, and other taxes on goods (e.g., excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.
The purchaser is responsible to pay any applicable taxes or duties that may apply. We do not calculate or collect taxes or duties from you. It is the purchaser’s responsibility to check country and local regulations and policies of the receiving country and abide by those. It is the responsibility of the purchaser to be sure the Customs Department permits the shipment of our products to your country and what the duties or tariffs may be upon delivery. We will not provide a refund on the shipping of the package if it is refused by customs or by yourself, due to regulations and taxes or duties. If the package is seized by customs for any reason and the package is not returned to us, we can not issue a refund.
Incorrect Shipping Information
It is the purchaser's responsibility to provide the correct mailing address. We can only make address changes if we are notified by email before fulfillment. Please double-check that you entered the correct address (that includes apartment & suite numbers).
Please double-check your address before submitting your order. We are not liable for goods delivered to the incorrect address. If you discover that you entered the wrong shipping address, please email us at email@example.com with the correct shipping address before your order is shipped.
If your order is returned for any reason and you wish to have it re-shipped, you must pay the current shipping fee.
If a package is returned to Gwen-Estelle LLC because a customer provided an incorrect or incomplete shipping address or if the customer was not home for the delivery, the customer will be responsible for the return shipping cost as well as the re-delivery cost (amount subject to change based on current shipping rates).
Gwen-Estelle LLC is not responsible for packages delivered incorrectly or lost due to a customer's incorrect or incomplete shipping information; no refunds will be issued if any part of the address is wrong.
Lost or Stolen Packages
Gwen-Estelle LLC is not liable for lost or stolen packages that have been confirmed for delivery to the address provided when placing an order. Gwen-Estelle LLC will confirm delivery to the provided address, date of delivery, tracking information, and shipping carrier information for the customer to investigate upon inquiry. It is your responsibility as the purchaser to inquire about your lost or stolen package.
Damaged & Incorrect Orders
If you received the wrong item, an item is missing from your package, or a damaged item, please email us at firstname.lastname@example.org within 72 hours, and we will try to resolve the issue once verified. Pictures may be required for our records.