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returns policy

What is the return period?

Returning Extensions: Your Tim Carli extension package has two components: A tester or sample, component, and the main component. You can return your extensions for any reason within 60 days of purchase, if you have only opened the sample component and if the main component is still sealed. Simply fill in the Contact Us form and post it back to us. Once we receive the item, you can request either a full refund, a Tim Carli coupon of the same value as your purchase, or exchange your purchase for another style. *Credit card refunds can take between 2-14 working days. Please note - 60 day returns do not apply for purchases under the Try before you buy program. Read more here.

Note: The tester piece must be returned with the exchange/return. Do NOT remove the tester piece from the card. Your return/exchange will not be accepted if the tester piece is missing or altered.

Returning Wigs: You can return an unworn wig for any reason within 60 days of purchase. Simply fill in the Contact Us form and post it back to us. Once we receive the item, you can request either a full refund, a Tim Carli coupon of the same value as your purchase, or exchange your purchase for another Tim Carli designer wig. *Credit card refunds can take between 2-14 working days.

Why are Tim Carli hair goods non-returnable if opened?

Human hair is considered to be a hygienic product by law. Therefore, we do not accept returns of opened items for safety reasons.

Note: Your Tim Carli extensions package has a sample weft located in the bottom compartment of the box so that you can determine if the color, quality, and texture of the hair is right for you.

Do I have to pay for the shipping of my return?

Canada: Yes, Canadian clients have to cover the return costs. Tim Carli must be informed about the return beforehand in order to link customer information to the correct account. Clients should send a tracking number to support@timcarli.com.

USA: No, it’s free of charge. Simply fill in the Contact Us form, and we’ll send you an email with a paid-for barcode that you can attach to your package and post it back to us.

Please note: Expedited shipping costs are not covered by Tim Carli, therefore we can not refund you these costs if you return your item.

TRY BEFORE YOU BUY RETURNS

You can return your hair extensions within the 30-day period - No questions asked, if you have only opened the sample component and if the main component is still sealed. Go to our order returns page, fill in the form and within 1-2 business days a return label will be sent to you in order for you to ship the item back to us Free of Charge. Please note that the shipping fee ($9.99) is non-refundable for Try Before You Buy orders. If you have any additional questions just reach out to us via our support email: support@timcarli.com. Note: The tester piece must be returned with the exchange/return. Your return/exchange will not be accepted if the tester piece is missing or altered (cut, dyed). Try before you buy purchases and refunds are only available to the US.

May I return my package without contacting you?

You must contact us at support@timcarli.com or fill in a Contact Us form prior to sending your return. This will ensure that all the correct steps are followed and expedite the return process. Before you return the package, we need to establish the condition of the box and whether the seal is unbroken and therefore we require photos of the box from all angles.

Lost package when returning?

If your parcel is lost during return please contact the Tim Carli support on Support@timcarli.com Tim Carli will not take responsibility for lost packages during the return shipping.

When will I receive my refund?

Returns will be refunded to the original form of payment within 1-3 business days after we receive your return. Please allow 2-3 business days after your return is received at our warehouse for processing. *Credit card refunds can take between 2-14 working days.

Please note: Expedited shipping costs are not covered by Tim Carli.

How will I receive my refund?

A refund will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions or wig were not opened and taken out of the packaging which is protected by the security seal. Purchases made with Tim Carli gift cards will be given a Tim Carli coupon of the same value as your gift card.

When will I receive my exchanged item/s?

Please allow 10 business days for your package to return to our warehouse for processing. Once we have received, inspected and approved that the hair extensions or wig are unopened, the security seal is intact, you will be issued a request to repurchase your desired color or weight set.

How may I contact you?

You can send us an email on support@timcarli.com or fill in our Contact Us form.

Will I be refunded my express shipping cost?

Expedited shipping costs are not covered by Tim Carli, therefore we can not refund you these costs if you return your item. If you used upgraded shipping (expedited shipping) and your package was returned due to an incorrect address, you will not be reimbursed for the upgraded shipping fees.

What if my order is damaged or defective?

If you suspect your extensions or wig may be defective, please send a photo of the defect along with a description to customer service at support@timcarli.com and we will gladly help you to resolve the issue. Altering your hair extensions or wig in any way voids your ability to return the product. Any alterations to the hair, wefts or caps including cutting, coloring, dying, hair color, toner, color depositing products, chemical treatments, razoring, removing the original clips, and others not listed, will prohibit return or exchange requests. If alteration or damage is visible, the item will not be accepted back for a return or exchange and will be mailed back to you in the condition it was received.

What if my order is incorrect?

Contact us at support@timcarli.com within 60 days of receiving your order to report a problem and to receive instructions on the returning process.

What if my extensions have a broken clip(s)?

There is one extra clip included with each set of Tim Carli hair extensions. Click here for instructions on how to replace the clips.

Out of Stock Policy:

Our inventory can fluctuate throughout the day, so an item indicated as “in­ stock” when you place your order may, in fact, be out­ of­ stock. In this event, we make every effort to notify you immediately by email and give you a full refund. Most out ­of­ stock items are in stock again within 1-2 weeks and sometimes sooner.

Order Cancellation Policy:

To cancel an order you must contact customer support by email support@timcarli.com before it has been shipped. This is usually 2 hours after you’ve placed your order. Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped. When contacting customer support to cancel an order, please be ready to provide your name, the order number, and your contact information. Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund.

Delivery Refusal & Failure To Retrieve:

When a customer refuses to accept delivery of the order, and for any other reasons that are attributable to customer error, the customer may be liable for full shipping charges.

Got any other questions? Feel free to email us at support@timcarli.com. We're here to help!

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