Returns & Exchanges
Our policy is simple and fair. Your satisfaction matters.
Return Window
We accept returns on eligible products within 30 days of the delivery date.
To be eligible for a return, items must be unopened and unused, in their original packaging, and in the same condition as when they were received.
Important: Hygiene Policy
For health and hygiene reasons, hair extensions that have been opened, applied, or used cannot be returned. This applies regardless of the reason. We recommend using our Shade Matcher or contacting us for shade matching assistance before ordering.
Your Rights Under Australian Consumer Law
Our returns policy does not limit your rights under the Australian Consumer Law. If your product is faulty, not fit for purpose, or doesn't match the description provided, you are entitled to a remedy under the Australian Consumer Law regardless of our returns policy.
Damaged or Incorrect Items
If you receive a damaged item or the wrong product, please contact us at hello@queenenvyhair.com.au within 48 hours of delivery with your order number and photos of the issue. We will arrange a replacement at no cost to you.
How to Return
- 1Email us at hello@queenenvyhair.com.au with your order number and reason for return.
- 2We will review your request and provide you with a return shipping label.
- 3Ship the item back in its original packaging using the label provided.
- 4Once we receive and inspect your return, your refund will be processed within 5–7 business days to your original payment method.
Shade Exchanges
If you've ordered the wrong shade, we offer exchanges on unopened, unused products within 14 days of delivery. Contact us at hello@queenenvyhair.com.au and we'll sort out a shade exchange for you.