At the moment, all orders are running on a 3-5 business day processing/production time (wig orders will need about 15- 20 business days). (Please note that weekends and holidays do not count as business days). Once your order is ready you will receive an email notification that it is ready to be shipped.
Once shipped, please allow 2-3 business days to receive your order (U.S. orders and international orders).
Attention:
We will need extra 1-2 business days to color or style it if you order color service or pre-styled products.
Please allow us 7-10 business days to prepare the products out of stock. We will inform you if the product is out of stock. Or we will help you to change your order to match your needs.
We offer expediting order service on wig orders which will need to pay extra $20. After we receive your expediting fee, your order will be finished within 5 business days and you will need another 2-3 business days to receive it. Or we will refund you.
2. What are your shipping rates and delivery time?
We use DHL/FedEx/USPS/TNT/RPX/EMS on all orders. The shipping fee is $10~$25 varying from the products' weight.
The following is the normal delivery time of the orders to different countries:
| Country |
Delivery Time |
| United States and Canada |
2-3 business days |
| Other Countries |
3-5 business days |
| United Kingdom |
6-10 business days |
| Brazil, Military address or P.O. Box address(EMS) |
15-20 business days |
95% of our packages can be delivered on time. But sometimes, the exact delivery time is affected by the validity of the address you left, the carrier’s distribution network, the local customs inspection, the local weather and so on. A few of the packages will be a little delayed by these factors and I hope you can understand it. If you have a requirement in the delivery time, please leave a message in our special request box or contact us directly.
Attention:
As the DHL and FedEx cannot ship the package to military address or P.O. Box address, please leave your physical address and your phone number when you make an order.
If you only have the military address or P.O. Box address, we can use post office to ship it but need at least 15 business days to receive it. It will be delivered to your mailbox and please pick it up in time to avoid missing it. Please leave a message if you choose EMS Express.
Before checking out, please check carefully if your address is right as the PayPal address will become your default address if you pay with PayPal.
3. How can I cancel my order?
Your order can be canceled before it is shipped out. As the processing time of the wefts, the closures and the clip ins is very short, please contact with our customer service for instructions within 12 hours. Or we cannot help you cancel it and only have to help you return it. But for the wig and ponytail. puff orders, please contact us within 12 hours after you receive our confirmation email. Otherwise, you need to pay $20($10 for ponytail & puff) for the restocking fee.
4. What is your RETURN POLICY?
Our team is fully committed to ensuring customer satisfaction, and your happiness is our top priority. Each bundle has been examined by one of our natural hair specialists to ensure its quality before being sent to you.
Attention:
The curl pattern of the hair product you received may appear a little more defined than those showcased by vloggers and stylists on social media.
If you feel that the curl pattern you received is COMPLETELY different from the curl pattern of your own hair, please email [email protected]venhair.com ASAP, and keep the hair EXACTLY THE WAY IT CAME. This means the hair extensions have NOT been brushed out, combed with your fingers, washed, installed, colored, or bleached. The ties have NOT been cut. We cannot do return or exchanges on hair that has been altered in any form. No exceptions.
Within the first 14 days of receipt, please email customer care and one of our customer service representatives will assist with the issue. We will then issue you a Return Merchandise Authorization (RMA). Returns without Authorization are not allowed.
You are responsible for all shipping costs (the shipping fee we shipped it out and the shipping fee you will return it). We recommend you get tracking and insurance on your return package. After we receive hair, we will issue return after examination of hair.
For the wig products, you will need to pay $20 for the restocking fee to return.
For ponytail and puff products, you will need to pay $10 for the restocking fee to return.
5. Can I exchange my HGH hair?
We understand that choosing the best product for you may be difficult without seeing the product face to face, so we are happy to offer a 1 time exchange of your unopened and unused HGH hair for a product of the right length texture within 7 days of receipt. Please email customer care and one of our representatives will assist you with your exchange.
Attention:
The curl pattern of the hair product you received may appear a little more defined than those showcased by vloggers and stylists on social media.
If you feel that the curl pattern you received is COMPLETELY different from the curl pattern of your own hair, please email [email protected] ASAP, and keep the hair EXACTLY THE WAY IT CAME. This means the hair extensions have NOT been washed, installed, colored, or bleached. The ties have NOT been cut. We cannot do return or exchanges on hair that has been altered in any form. No exceptions.
For the wig products, you will need to pay $20 for the restocking fee to exchange.
For ponytail and puff products, you will need to pay $10 for the restocking fee to exchange.
6. Can I exchange or return my custom order.
we can help you to customize the product according to your request but you will need to pay extra cost and wait for at least 30 business days to receive it. As it's only for your request, any exchange and return are not allowed.
7. Do you ship internationally?
Yes. We ship worldwide.
Attention:
We use post office to ship package to Brazil which will need at least about one month to deliver.
8. Will you provide a tracking number after shipping?
Yes, once your order is ready you will receive an email notification with shipping info as well as a tracking number. You can track the shipping status with the tracking number on the relative websites. The email may go into your spam box, please check it carefully, too.
9. What forms of payment do you accept?
We accept all major credit cards and PayPal for secure payments and transactions.
When you use credit card to order, your card may be declined by your bank. Please check it with your bank first after you fail to pay and then try again. If you still fail to pay, You can try PayPal.
