TERMS & CONDITIONS
Last Updated January 29, 2019
Coco Cashmere Hair reserves the right at our discretion to make changes to prices, policies, and procedures. Please check this page periodically for changes.
When you purchase a product we will always make every effort to match each selection to the exact specifications of your order. Because a majority of our hair is 100% virgin human hair most selections come from an individual donor (one head of hair). For this reason, it's impossible to guarantee hair color or texture. Our Opulence Collection 100% virgin hair comes in a natural Straight, Wavy or Curly pattern, our Regal and Luxury Collection have a wider range of steam patterned hair and the natural color will range between a natural 1b and 2. In some cases, we may have naturally lighter pieces which are available upon request but are not guaranteed with the exception of our custom colored hair which may vary slightly from the color charts featured on the site due to the difference in display monitors and other factors.
Please be forewarned, refunds will not be issued for dissatisfaction with texture, color, issues with natural tapering, split ends or concerns that are typical of a natural human hair product. At Coco Cashmere Hair we maintain a very high level of quality assurance. Our hair is prepared and professionally packaged at our factories overseas. Everything goes through a rigorous process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping by our quality control department in New York. It is our primary focus to make sure you are completely satisfied.
Our business hours are Monday through Friday from 9:00 am to 6:00 pm EST. All orders received before 3:30 pm are processed and shipped within 7 business days. Custom orders may need additional processing time. Once shipped, orders arrive within the time frame selected on the order form.
Terms of sale are based on availability. If any product is out of stock, unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving an alternative product that may be available. If we are unable to offer you a suitable replacement and you wish to terminate the sale we will refund the amount charged to your credit card.
Please note: Prices, specifications, and availability of products are subject to change without notice. Any typographical, photographic, or specification error in products or pricing is subject to correction. We will notify you of any corrections or changes and ask for your approval before we complete your order.
Terms of payment are always 100% upfront. We accept all major credit cards. As soon as you place an order online your credit card will be charged. Due to the nature of our products, All Sales Are Final.
If you are a new customer and your order is over $400, your billing and shipping address are different or you are an international customer you will be asked to fill out a credit card authorization form prior to the release of your order.
Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law. If your billing address is different from your shipping address you will be required to fill out a credit card authorization form and send supporting documentation before your shipment is released. If this is necessary a representative will contact promptly after your order has been placed.
Shipping cost is calculated as a flat rate through our system for 1 (one) - 5 (five) pieces of product based on the following parameters unless we a have promotional shipping offer or auto-calculated method available :
Shipments within the United States:
Priority (3-5 business days): $15
Shipments outside the United States:
Expedited (5-7 business days): $50
Express (3-4 business days): $85
If you are placing an order for over 5 (five) pieces of a product or a wholesale order your shipping charge will exceed the regular shipment fee schedule regardless of whether the system has indicated that or not. To find out what (if any) additional cost will apply for shipping to an order larger than 5 (five) pieces of a product please call us at 1-262-607-2299.
For your convenience, it's always advisable not to wait until the last minute to place your order. If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays. We will give you a delivery estimate when you place your order based on the information we receive from our warehouse on behalf of USPS. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays.
Please also keep in mind that holidays do not count as a business day and should be considered when calculating shipping times. We entrust USPS to deliver your package on time. If your package is delayed we will not offer reimbursement of shipping charges. If you need additional information, please contact us.
Failed Deliveries / Refused Shipments / Incorrect Shipping Address:
Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. Your order will be shipped via USPS to the address you provide. It is extremely important that you give us the most accurate and complete information possible. If an address correction needs to be made after your shipment has been sent you will be assessed the $15 fee USPS charges us to make the correction.
If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please call us immediately at 1-262-607-2299. We will contact USPS right away and initiate a trace for your package and have them start an investigation. This investigation can take up to 30 days. If it is determined that your shipment has been lost a replacement will be sent pending USPS's investigation of the situation.
All international customers are required to submit a signed credit card authorization form complete with supporting documents. Once you've placed your order you will be contacted by Customer Service to provide this information.
International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or 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.
We take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you've received a product that if truly defective we want to hear from you! If you have received any product that is defective you must contact us within (5) five business days of receipt of the merchandise. Although no refunds are permitted we will address the quality issue at once. We will require you to provide photos of the defective hair. If the product you've received is deemed to be defective by our team we will send you a return label for the merchandise received. Once we've had a chance to examine it on site we will send a replacement immediately.
If an incorrect product was sent to you we will send you a return label for the merchandise you received. Once we have received it back we will send an immediate replacement.
All purchases at our showroom or at trade shows are final without exception.
We always strive to make sure customer satisfaction. If you are not completely satisfied with the product you've purchased you may exchange it for a selection of equal or greater value under the following conditions:
Exchange Time Frame: You must contact us within 5 days of receipt of product(s). Any exchange request after 5 business days will not be honored.
Product must be in original condition: Product should be unused and in its original condition; unwashed and not combed, picked brushed or otherwise altered. According to the Federal law, you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns, and federal law. Please return the item in the original and resalable condition as a necessary health precaution. If the product you are trying to exchange is received in any other condition it will be returned to you in the same method as your original order at your expense.
Replacement Value: Product must be exchanged for something of equal or greater value. Please be forewarned, no credit will be given if you select a replacement of a lesser value.
Shipping Charges: You will be required to pay shipping charges back both ways. In order to process an exchange, the unwanted product would need to be sent back at your expense. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
Exchanges are NOT available on clearance, trade-show or in-store purchases.
Copyrights / Content:
Images of people or places displayed on the cococashmerehair.com site are either the property of, or used with permission by, Coco Cashmere Hair. Use of these images by you or other third parties is prohibited unless expressly permitted expressly by Coco Cashmere Hair. Any unauthorized use of these images may violate copyright laws, trademark laws, the laws of privacy and publicity, and other applicable regulations and statutes.
Limitation of Liability:
Coco Cashmere Hair does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. Coco Cashmere Hair will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, Coco Cashmere Hair is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, Coco Cashmere Hair is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the customer for the purchase of services under this agreement.
Note: If you need further clarification about our Terms and Conditions or have general questions please call 1-262-607-2299 or email us.
• We receive and store any information you enter on our website or give us in any other way. We use the information you provide to process your orders, respond to your requests, make your buying experience more comfortable and for further communication with you.
• From time to time we may email you newsletters, announcements of new products and sales, notifications of changes to our policies and order confirmations. If you do not want to receive e-mails from us, other than order notifications and receipts, please contact us at firstname.lastname@example.org and we will remove from our contact list at once.
• We work to protect the security of your information during transmission by using software that encrypts information you provide to us during the process of placing your order.
• We respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider unless absolutely necessary in order to complete your transaction and order.
• Please note, as a further measure to protect you we do not retain your credit card or payment information.