F.A.Q.

SHIPPING & TAXES 

SHIPPING

We know it sounds too good to be true, but we offer worldwide FREE standard shipping!  All orders are shipped from our warehouse in Hong Kong. Processing time for orders is 1-2 days regardless of the shipping option selected during checkout. We ship Monday through Friday excluding Holidays. Please keep in mind, even with express shipping selected, we do NOT ship orders the same day. For example, if you order Tuesday your order will ship on Wednesday or Thursday. Once your order ships, you will receive a tracking number by email. All third party fees and express shipping fees are nonrefundable.

For international orders, in extremely rare circumstances, orders can take 4-8 weeks to arrive. The countries that have the longest shipping times include: Australia, Brazil, Germany, Italy, Mexico, Netherlands and Romania. We are not liable for any delays in your country’s customs clearance process.

INTERNATIONAL TAXES AND DUTIES

Inbound taxes, duties and any other fees associated with your local customs authority are your responsibility as the customer. All fees are paid to your local carrier or government and cannot be refunded by Renatas Hair Extensions.

We ship international packages DDU (duties and taxes unpaid). Duties and taxes are not included in the prices listed on our website. Upon receipt of your package, it is your responsibility to pay these fees to receive your package. Renatas Hair Extensions is unable to give you the price of these fees up front. Please contact your country’s customs office or tax agent to confirm respective charges and fees for packages entering your country from Hong Kong.

EXTRA SHIPPING CHARGES FOR EXPRESS SHIPPING

If you paid for express shipping during checkout and your order is returned to us due to an incorrect address, you will not be refunded the extra shipping charges.

ORDER TRACKING & DELIVERY

TRACKING THE ORDERS

Your order is processed as soon as we receive the payment and fulfill all our processes needed to deliver the order (it may take 48 hours). You’ll receive an email with the tracking number so that you can check all the information about delivery of your order. In some rare cases, tracking information is not updated and the package is not delivered to the destination. Please contact us after the estimated time delivery if you do not receive the order.

WRONG ADDRESS DISCLAIMER

It is your responsibility as the customer to make sure all your shipping information is correct. With our quick processing and shipping times, you are only given a small window to change or cancel your order. Please make sure the shipping address on your receipt is correct after your order is placed. If you decide to cancel your order or change your shipping information, please notify us immediately by email. We will do our best to make any changes before the order is shipped, but we cannot guarantee the changes will be made. We have varying time limits to make changes to your order. If it is too late for our team to make changes before shipping your order, you may return your order after receipt.

DELIVERED BUT NOT RECEIVED

All of our orders include a tracking number with delivery confirmation. If your order is marked as delivered, but you have not received your package please contact the couriers listed on your order to investigate the issue. We are not responsible for packages marked as delivered that you have not received. We make sure to ship all packages to the order address you give us during checkout.

ORDER RETURN & OTHER INFORMATION

MY PAYMENT IS NOT GOING THROUGH

During the checkout process, please make sure all of your information matches the exact information associated with your credit card (name, address and telephone number). Failure to do so will result in an error during payment. Please contact your credit card company to correct the supplied information
Renatas Hair Extensions is based in Hong Kong. If you are an international buyer, please make sure your credit card is unlocked for international purchases.

If a problem persists in the checkout process, please email us with the following information: the product(s) you want to purchase, your shipping information and the email address you have supplied for your invoice.

OUR RETURN AND EXCHANGE POLICY

Our return and exchange policy contains the following guidelines: all returns or exchanges must be made within 30 days of the purchase date, the product must not have be used and the seal which secured the packaging must be intact. Please visit our return and exchange page for more information. Before initiating a return, please email us with your information, order number and reason for return.

INFORMATION ABOUT PRODUCTS

CAMBODIAN HAIR EXTENSIONS

Comes from one donor. It is thicker and stronger than European and Indian hair. This type of hair is hard to curl when its bought unprocessed.

This is why Cambodian hair extensions have to undergo a steaming process so they could hold a curl/wave to make them look just amazing.

CAN HAIR EXTENSIONS BE COLORED?

Yes, they can! Renatas’ Hair Extensions are made from 100% virgin human hair.

Virgin human hair extensions are natural human hair that has never been treated, curled, permed, or colored, and can be colored and treated the same as your own natural hair.

Renata’s hair extensions are 100% virgin human hair that has only been steamed in order to give the perfect wave or curl.

We recommend using a professional salon and a colorist experienced with hair extensions. Also remember that, as with your own natural hair, using bleaches, peroxides, or other harsh methods of coloring will affect the quality of your hair extensions.