Shipping policy

Processing Time, Shipping, Returns & Exchange Policy

1. ORDER VERIFICATION & BILLING REQUIREMENTS

1.1. Your billing address, shipping address, and the name on the credit card must match. Failure to provide matching information will result in your order being canceled.

1.2. All online orders require email confirmation and submission of valid government-issued photo identification before shipment.

1.3. Orders that are not promptly verified will be subject to cancellation or store credit eligibility as outlined below.

 

2. PROCESSING TIME

2.1. ErickaJ products and eyelash items require 3 to 14 business days for processing.

2.2. On hand wigs are processed within 3 to 5 business days.

2.3. Custom wigs, hair extensions, and lace pieces (frontals/closures) require 14 to 21 business days for processing.

2.4. Sale items require extended processing of 21 to 30 business days.

2.5. Processing time begins after full order confirmation, payment clearance, and verification of identification.

2.6. Shipping takes place after processing has been completed and proper verification has been received. Delays may occur.

 

3. SHIPPING TERMS

3.1. All orders are shipped via Canada Post or DHL using expedited shipping that requires signature confirmation upon delivery. Delays may occur.

3.2. Delivery generally takes 3 to 10 business days after the order is shipped, depending on destination.

3.3. Customers will receive email notification with shipping confirmation and tracking information once their order ships.

3.4. Once a package is handed over to Canada Post or DHL we are no longer responsible for the delivery. The carrier assumes full responsibility for delivery issues including delays, losses, damages, or theft.

3.5. We are not responsible for customs duties, import taxes, or additional charges imposed by international customs authorities.

 

4. REFUND, RETURN & STORE CREDIT POLICY

4.1. We do not offer refunds under any circumstances.

4.2. If a customer requests a refund after order processing has started,  fails to promptly confirm their order via email, or refusal of providing ID they may become eligible for store credit at our discretion.

4.3. Any store credit issued will reflect the total amount of the order minus a 15% restocking fee.

4.4. Eligibility for store credit is assessed on a case by case basis and is not guaranteed.

4.5. If a refund request is approved as an exception, a 15% restocking fee will still apply. This applies whether a refund is requested after purchase, for failure to provide verification, or in cases of attempted chargebacks.

 

5. WIG MEASUREMENT RESPONSIBILITY

5.1. Customers are fully responsible for providing accurate wig measurements.

5.2. We do not offer measuring services or supply measuring equipment.

5.3. Please carefully follow our measurement guidelines. Reference video: Watch Video (https://www.youtube.com/watch?v=bvmsixt1X3w).

5.4. Returns and exchanges will not be permitted for incorrect measurements provided by the customer.

 

6. PRODUCT QUALITY & DEFECT CLAIMS

6.1. We conduct thorough quality checks prior to shipment. However, in rare cases defective products may occur.

6.2. If a quality issue is identified, the customer must email our customer service department within 72 hours of receiving the order.

6.3. Customers must provide photo and video proof of the defect.

6.4. If the issue is not reported within 72 hours, no resolution will be offered.

6.5. At our discretion, if a quality issue is confirmed, we may offer up to 25% off a future purchase as compensation.

6.6. This offer does not apply to sale items, discounted items, or orders combined with any other promotions.

6.7. Any defective items being returned must be shipped back at the customer’s expense, in original condition, unused, with tags attached, and in original packaging.

6.8. We do not offer exchanges or returns on lace that has been cut, hair that has been worn, combed, dyed, washed, styled with heat, or altered in any way.

 

7. PRODUCT-SPECIFIC POLICIES

7.1. Luxury Blonde Hair: Our blonde hair is professionally processed to reach high lift levels. It is extremely high maintenance, and requires special care to avoid dryness, shedding, and tangling. Customers should avoid: extreme heat (over 24°C), saltwater, swimming pools, and harsh environments.

7.2. Virgin Indian Straight Hair: Natural “straight” texture may include slight wave or curl when air dried. This is normal and can be heat styled to straighten. All textures (type 2b-4c) require regular detangling, shampooing, deep conditioning, and daily maintenance.

7.3. HD Lace: HD lace is thin, delicate, and fragile. It has a limited lifespan, requires special care, and is not recommended for long term or daily wear.

7.4. Eyelash Extensions: Eyelash extensions that have been worn, cut, or altered cannot be returned or exchanged.

7.5. Fur Slides: All fur slides are made of 100% real fur. Due to packaging, fur may arrive flattened. Shake gently to fluff the fur.

7.6. Fur Slide Sizing Exchanges: We offer size exchanges only for unworn fur slides that remain in original condition, with tags and packaging intact. 

 

8. CHARGEBACKS & FRAUDULENT CLAIMS

8.1. Chargebacks initiated without valid cause will be treated as fraudulent activity and disputed accordingly.

8.2. In cases where a chargeback is filed and we successfully win the dispute, any store credit previously issued prior to the chargeback filing (store credits are issued immediately after a customer refuses to confirm or verify their order — this process occurs before the customer contacts their bank) will be subject to further deductions as follows:

 8.2.1. A 15% restocking fee, in accordance with our standard store credit policy.

 8.2.2. An additional deduction of up to 60% to cover non-recoverable chargeback processing fees, penalties, and administrative costs incurred during the dispute process.

8.3. The final store credit amount after chargeback resolution is calculated on a case-by-case basis.

8.4. Customers who initiate unauthorized or fraudulent chargebacks may be permanently banned from future purchases.

 

9. HAIR INSTALLATION POLICY

9.1. If booking an appointment with hair not provided by us, the hair must be brand new.

9.2. We only provide colouring services on Dolce Rosa bundles exclusively. We do not colour or process any other hair brands or hair sourced elsewhere.

 

10. GENERAL DISCLAIMER

10.1. Customers are fully responsible for reviewing and understanding our policies prior to making a purchase.

10.2. By placing an order, you agree to all terms stated herein.

Thank you for choosing Dolce Rosa. We value every order and strive to provide the highest quality products.