Here at Diana Marie we have a policy for all same day shipping orders. Your order must be placed by 2pm AEST for same day dispatch due to Australia Post cut off times. 

 

In the event you receive your order and it’s the wrong colour, you need to notify us as soon as possible / within 14 days of delivery. A replacement will be provided for you after we have received your returned order, inspected it and confirmed with you that the Returned Hair is in its original condition fits and has not been opened or used. 

 

If the hair extensions have been opened or tampered with we, have a strict no refunds or replacement hair policy and the hair will be sent back to you, as this is a hygienic risk. 

 

Human Hair Extensions are considered a hygienic product, so please respect our policy. We take this very seriously so please ensure you follow the guidelines. We are protecting ourselves and also our customers. This is a standard practice across the whole hair industry. 

 

If you are eligible to have the hair returned, all customers must pay for their own shipping costs to process the return. Postage for the new hair must also be covered by you. The replacement item will NOT be sent out to you unless the hair is returned to us safely and inspected. 

 

If you experience a quality issue with Diana Marie, this must be addressed with us immediately or within 7 days. A replacement or full refund will be issued to you after we have received the hair, inspected it and confirmed that the returned hair extensions are actually faulty. 

 

For wholesale customers experiencing a quality issue with the hair extensions you provided for your customer after application you must bring this to our attention within 30 days from delivery NOT from your clients’ application date. You will also need to provide us with all the products your client uses on her extensions, so we can determine that the correct products have been used on the extensions to maintain them. 

 

If your client has used the wrong products and have damaged the extensions by themselves, we will not be held responsible for this and you will not be eligible to get a refund or replacement. Please ensure you educate your clients on the aftercare it is very important. 

 

If the hair is faulty after an inspection, we will offer a replacement set. We do not offer refunds for hair that has already been applied as our suppliers will not take the hair back due to hygiene reasons. Please understand this. 

 

To return your items please place extensions in an Australia Post 

Satchel. Please allow 1-6 business days for Diana Marie to process and send out your new extensions once we receive the hair back. You must provide us with the tracking information provider by Australia Post. 

 

You must contact Diana Marie before sending out your hair extensions, as this will allow us to provide you with the shipping address and understand what we are expecting to receive and also tracking information. 

 

All Diana Marie hair shipments include the tracking number with delivery confirmation in email. However, if you have not received your order and the tracking number says that it has been delivered to your address please contact Australia Post for further information as we cannot be held accountable for this. 

 

If you have previously experienced lost or stolen parcels where you live, we suggest you get the parcel sent to your work address or another trusted address to ensure you receive it safely. You can also select “signature delivery” at checkout which costs $3 which ensures your parcel will not be left out in the open, unless it has been signed for.