Shipping & Returns
Australian Shipping
Australian domestic shipping
We know it’s important that you receive your order fast and hassle-free. Your orders will be dispatched 1-3 business days from when you receive your order confirmation. The time it takes for your order to be dispatched may slightly alter during launches, sales, and holiday periods.
Delivery times will vary based on where you are located. We dispatch orders from our warehouse based in Perth, Western Australia. At Us. Hair Official, we use reputable delivery services and our goal is to provide you with the efficient delivery times. Once your order has been processed, you will receive the tracking details for your parcel. Please keep a close eye on your tracking to ensure the safe delivery of your parcel.
For wholesale shipping and returns, please email us at info@ushairofficial.com.
Holiday season shipping
Please note: the delivery of your products may be impacted by delays during the end-of-year peak period leading up to Christmas and New Years. We recommend placing your order well in advance to receive your shipment before Christmas, however, delivery time frames may be longer than advised depending on carrier schedules and transit times.
Shipping fees & costs
We are always working to make our products more affordable and accessible for our customers. This is why we offer FREE SHIPPING AUSTRALIA WIDE and a flat rate of $16.99AUD for our International shipping.
Shipping enquiries
For all order and shipping enquiries, please contact us at info@ushairofficial.com
International Shipping
International shipping
We offer international shipping, however please be aware, timeframes for delivery may vary depending on where you are located. Our international shipping locations include New Zealand, Asia Pacific, North America, Western Europe and the rest of the world. Please note: we do not offer express shipping to locations outside of Australia.
Customs charges for international shipping
International orders outside of Australia often carry a customs or duty charge. Any international customs charges are based on your country’s regulations and compliances. For further information, please contact your local customs office.
All charges are to be paid by the customer on delivery of the order. Unfortunately, if you refuse to pay these charges your parcel may be abandoned, and Us. Hair Official will not be held responsible for any loss of funds as a result of this occurrence. Please note that we are unable to mark international orders as a gift to bypass or reduce any customs fees.
Returns
Returns policy - hair extensions
Hair will only be replaced if deemed a manufacturer fault by your hair extension specialist. This does not include damages caused by;
Use of incorrect products that do not follow aftercare guidelines.
Use of incorrect temperature for heat styling tools that do not follow aftercare guidelines.
We do not accept returns after the hair has been applied to the new wearer (unless a manufacturer’s fault arises).
Use of shampoo and conditioner that contains any Protein, Sulphate, Keratin or a high alcohol content.
Us. Hair Official are quality guaranteed only when the correct Maintenance and Care Guide is followed (see aftercare)
All hair is sold on the condition that the purchaser thoroughly checks the hair to ensure satisfaction with the quality BEFORE it is applied to the wearer and BEFORE the ribbons are removed.
Terms & guidelines
All return items must be unused, and unopened.
We are not responsible for the return shipping costs of the items.
Please make sure all return items are well packaged, so as not to be damaged in the post.
Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
Returns policy - hair care products
We hope that you are completely happy with your Us. Hair Official purchase. However, if you are unhappy with your item we offer 100% Money back guarantee within the first 48hours of receiving.
For all other returns please email info@ushairofficial.com within 2 weeks of receiving. Please keep in mind that all orders must be returned to us in their original state, unopened, and unused.
To be able to return your product, you must provide proof of purchase, such as confirmation email, order number, and a picture of the delivered product. If you do wish to return your order, please note that all freight charges and associated returns costs will need to be covered by you.
Product exchanges
If your products are faulty, broken or damaged in transit please email info@ushairofficial.com two (2) weeks of receiving your order with your order number and imagery of the products you received, as well as the packaging it arrived in.
Wholesale Orders
Shipping fees & costs
We are always working to make our products more affordable and accessible for our customers. This is why we offer FREE SHIPPING AUSTRALIA WIDE and a flat rate of $16.99AUD for our International shipping.
Shipping timeframe
Please allow 12-14 days for production time on your hair extension order as the hair is custom made. The time it takes for your order to be dispatched may alter slightly during launches, sales, and holiday periods.
Delivery times will vary based on where you are located. We dispatch orders from our warehouse based in China. Once your order has been processed, you will receive the tracking details for your parcel. Please keep a close eye on your tracking to ensure the safe delivery of your parcel. Please note that we do not ship to PO Boxes and HC Boxes.
Wholesale stockist returns
As a wholesale stockist, we will not accept responsibility for damages caused by incorrect installation. It is strongly advised to complete a Us. Hair Official specialist course (online/workshop). If you are interested in this, please reach out at info@ushairofficial.com.
We do not accept returns after the hair has been applied to the new wearer (unless a manufacturer’s fault arises).
All hair is sold on the condition that the purchaser thoroughly checks the hair to ensure satisfaction with the quality BEFORE it is applied to the wearer and BEFORE the ribbons are removed.
Product guarantee does not cover improper application/aftercare.
Please note: From time to time there may be variations in colour batches which are beyond our control.
If you do wish to return an item please email info@ushairofficial.com within two (2) weeks of receiving your order. Please keep in mind that all orders must be returned to us in their original state, unopened, and unused.
We are not responsible for the return shipping costs of the items.
Please make sure all return items are well packaged, so as not to be damaged in the post.
Please make sure all return packages are sent with a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
More Info
General agreement
This is a document stating the terms and conditions of using the Us. Hair Official website. By using this site and submitting to an order, you are agreeing to the Terms and Conditions listed above. Us. Hair Official reserves the right to amend this site and the Terms and Conditions at any time.
By registering and placing an order with Us. Hair Official, you give us permission to add your contact details to our database so we can send through correspondence that relates to ordering, invoicing, shipping and product reviews and ratings.
You may choose to restrict the collection or use of your personal information in the following ways:
If you have previously agreed to us using your personal information to contact you, you can change your mind at any time by contacting us or by selecting an available unsubscribe option.
Declining the pop-up option asking to track you via cookies.
Pricing & taxation
All pricing is stated in Australian Dollars (AUD$) and is GST exclusive. The prices of our products are subject to change without notice. The current price of each product is shown on the website at the time you place your order.
Products labelled as ‘On Sale’ are only available for purchase from the website.