When reaching out to our customer service team, please lead with kindness! They work incredibly hard for us and do their absolute best to satisfy every single customer to the best of their abilities! As a team, we always go the extra mile to ensure EXCELLENT customer service but we do require kindness in return.
All orders are created to order as we do not have anything “in stock.” Your orders are MADE, analyzed, packaged and shipped out of our location individually and by hand. Due to supply and demand and because items are each handmade, orders can take anywhere from 1-10 business days to ship. TYPICALLY we operate at about a 4 business day mark before your item is MADE. If you need your item sooner than that or by a specific date, we ask that you INQUIRE about our current turnaround PRIOR to placing your order as expedited fulfillment may be an option for an increased fee. Once your order is complete and ready to be shipped out, you will receive email confirmation with tracking information that day.
If your item “gets stuck” in transit, meaning, it is delayed or stops moving entirely, we urge you to file a claim with USPS. USPS is notorious for experiencing delays related to volume of parcels, impending holidays and inclement weather! In order to kindly “nudge” the post office to advance your package, we always have our customers file a claim.
Please fill out the following form through usps!
Your package was being mailed from:
Hair Candy by Han
10700 E APPLE VALLEY ROAD
OKC, OK 73151
My item was marked as “delivered” but it isn’t here!
Do NOT stress! This does happen from time to time! Typically when this happens it means one of two things. 1- USPS has the package in their truck and they scanned it but forgot to put it in your mailbox. When this happens, it typically shows up within the next 24 to 48 hours.
2- Your package was delivered to a neighbor. Nine times out of ten, the neighbor will deliver it directly to you or into your mailbox. Otherwise, it can take 72 hours if they send it back to USPS and USPS reroutes it to you.
Regardless, it always seems to find its way home, even if it’s journey is a little bit wonky. ;)
RETURN & EXCHANGE POLICY
All items are final sale!
Every item is made to order so we urge you to be sure you view all photos and information about the product you are interested in on the website prior to purchasing!
Although we have a “no return policy,” we want you to be completely delighted with your items! In the event that your item arrives to you damaged, we ask that you contact us immediately and send a photo of the defective item to haircandybyhanhelp@gmailcom. We will then assist you in how to get it to us for a repair!
IMPORTANT- Your damaged item must be post marked within 10 days of delivery. If your parcel is not postmarked within 10 days, your return will be void and we will not accept it.
STEPS TO PREPARE YOUR ITEMS-
1- Please package your item in bubble wrap securely in the SAME materials it came in! This is the MOST important step! If there is further damage in transit due to poor wrapping, there will be an associated fee that mimicks the cost of the damage. Your gems MUST be protected with bubble wrap; the MORE bubble wrap the better! (paper towels, newspaper, toilet paper, foam, etc. do NOT protect gems and will not be accepted! Make SURE you use bubble wrap & lots of it!)
2- Please include a note inside your package and notate WHAT the damage is and what our resolution was!
3- Please send all repairs to:
10700 E APPLE VALLEY ROAD
OKC, OK 73151
Right to Refuse Service
Hair Candy by Han reserves the right to deny service and access to HCBH products in its sole and absolute discretion at any time for any reason as we see fit.
As always, THANK YOU for being here. Thank you for supporting my small business and thank you for your love for the brand! We couldn’t do it without you!
For additional help, please contact firstname.lastname@example.org