PAYMENTS
All payments are processed in AUD.
All personal information gathered upon orders is securely stored. This information cannot and will not be distributed under any circumstance.
Cancellation on orders are void once an order is placed. This works like a refund - unless the item received is faulty, a refund will not be processed. However, a store credit may be applied.
PRE-ORDERS
Please allow up to 15-21 working days for any pre-orders to arrive. Once your item arrives, your order status will change from "Awaiting Fulfillment" to "Shipped" once your order has left our warehouse. You will receive an email to notify you once this happens along with your tracking details. Please note that any delays in estimated arrival and delivery times (although very rare) does not qualify for an order cancellation or refund, as the delivery is guaranteed, unless stated otherwise by Flik Hair Extensions.
SHIPPING
Delays/losses via shipping methods are not Flik Hair Extensions responsibility. Once the parcel has been scanned in at Australia Post or DHL, Flik Hair Extensions is not liable if the parcel does not reach the customer or is delayed in delivery. The customer will have to lodge an enquiry with Australia Post or DHL providing their tracking number. Overseas orders may incur a duties/tax charge. The customer is responsible for making this payment, not Flik Hair Extensions. Please contact your local customs unit for further details on making payment.
INCORRECT SHIPMENTS
At any point you may receive an incorrect order or missing stock please report to our Customer Service Department via email hello@ikhe.com immediately within 5 working days of stock being received. This enables us to promptly and correctly fulfill your original order, and allow us to correct your invoice and account. Products will not be accepted if it is not returned in original packaging and in original condition.
RETURNS
Flik Hair Extensions guarantees its product to be free from faults when applied correctly and worn with the aftercare advice adhered to using our specially formulated hair care range. Our guarantee does not cover any damage caused by normal wear and tear, bleaching, colouring, toning, use of incorrect hair care products or unreasonable use or neglect. All faulty claims must be made within 30 days of purchasing your product. Sale items will not be accepted for exchange or refund. All returns and exchanges incur a 15% re-stocking fee plus shipping costs, unless deemed faulty.
Flik Hair Extensions are pleased to offer an exchange policy within 30 days of you receiving your order providing they are not a sale item and all packaging pieces are returned in the same brand new condition it was sent by us, including any "Gift With Purchase" items. A store credit, excluding shipping costs, may be issued if your return is approved. We do not offer refunds on simple change of mind, so please select your products carefully. Please do not return any goods without contacting us first at hello@flikhe.com. Any items returned without email confirmation will not be accepted. If an item is returned and we deem that it has not been returned to us in the original brand new condition in which it was sent, then the item will be returned to you at your cost and no exchange or store credit will be issued.
Please note: Clip In, Ponytail and Halo hair extensions come with a VOID sticker. Once this is removed, all returns and exchanges are void, so please inspect the colour before removing the VOID sticker. If you have purchased Tape or Weft Extensions, please inspect the hair BEFORE removing the bindings from the hair. Once the bindings have been removed we cannot accept a return. If the hair has been cut or coloured/altered in any way, returns cannot and will not be accepted under any circumstances. You may be asked to provide photos of your item. Please understand this is for hygiene purposes and for the safety of our consumers as hair extensions are classed as a "human product" by the Health Department of Regulations.
If you have reason to believe you have received a faulty item and needs to be replaced, you will need to fill out a Return Request form through your account (steps below). You will be asked to provide information regarding treatment of the hair and supply photos. If a return request has been approved, you will be given details on how to return your item. Please keep in mind, this does not automatically mean your item will be replaced as it needs to be checked and examined first. If the item is deemed faulty then you will receive a brand new replacement. Cost of re-application of tape or weft hair is not covered by us. Please note, returns must be received by us before dispatching a replacement. Any replacements (subject to available stock) or store credit will be processed by our Customer Service team within 7 business days of receipt of the return.
Colours seen on Flik Hair Extensions online may differ depending on different computer screens/resolutions, so we encourage you to use our free online colour match service to avoid having to go through the return process. Our team will give the best and most accurate colour match, however as screen resolutions differ, they are not at fault if the item received is not a perfect match, and a refund will not be issued so please choose carefully and at your own discretion. A colour exchange or store credit may be issued. To do so, you will need to complete a 'Return Request' through your account.
RETURNS PROCEDURE
To organise a return, the following procedure must be followed:
- Log in to your Flik Hair Extensions account
- Apply for a Return Request
- You will receive an email from the Flik Hair Extensions team on your next step of action.
- Once approved, please ensure all item(s) are in their original packaging and suitable for resale. If you are returning any faulty hair please bundle up neatly.
- Returns are to be sent back to Flik Hair Extensions at the customers expense (unless proven faulty).
- Upon receipt of the returned goods, Customer Service will assess the product, and notify the customer of the outcome within 2 business days.
- Any replacements (subject to available stock) or store credit will be processed by our Customer Service team within 7 business days of receipt of the return.
- Please do not return any goods without contacting us first. Any items returned without email confirmation will not be accepted.
CREATING AN ACCOUNT
Once you have created an account or placed an order with Flik Hair Extension you agree to marketing email and SMS messages. If you wish to OPT out please unsubscribe at time of email or OPT out of SMS by replying STOP.