FAQS

Is the payment secure?
Yes, the payment is secure. All your credit card information is encrypted.



What form of payment do we accept?
We accept VISA and MASTERCARD credit cards. We also accept payment via Paypal.

 

When will my order be shipped / How long will it take to receive my order?

→ Orders are usually processed within 2-4 days, unless otherwise noted in the product description or your confirmation email.

→ Once your order ships, you will receive an email with tracking information at the email address linked to your purchase.

→ Please allow 24-48 hours for your tracking information to be updated after you receive it.

→ Orders are shipped from China to USA - UK. Delays normally take 7-14 business days to arrive at the country destination.

→ International orders (Outside EU) normally take 2-6 weeks to arrive after being shipped. Sometimes, international orders are delayed at customs, causing the receiving time to increase to 8 weeks for delivery. If you are an international customer and do not receive your package within 8 weeks, please contact us at this address: pro-extension@hotmail.com

→ Pre-order and/or limited edition items usually have delayed delivery times. These items are expected to be delivered on the date or within the time frame indicated in the product description, unless otherwise noted.

 

 

My tracking information says "delivered", but I still haven't received anything, what should I do?

→ Sometimes, postal carriers may update tracking information before they send it to its destination. If this happens, your package should be delivered within 24-48 hours after your tracking information is updated.

→ If you are still unable to locate your package, please contact your neighbors, the building receptionist, or the mail carrier to confirm the exact time and location of delivery. You may be able to find your package at either of these locations.

→ For international customers, items are often marked as "delivered" but are actually held by customs or the local parcel service. We encourage you to contact them if your package has not arrived before contacting us.

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I received my tracking number but it says it's either not there or in "preparation" or "processing". Is something wrong?

→ Please allow 24-48 hours for your tracking information to be updated on behalf of the carrier.

→ If your tracking information is not updated after 48 hours, please contact us.

 

 

What happens if my package is returned to the sender?

→ If your package is returned to our warehouse, we will contact you and offer a full refund or reship your order. This message must be responded to within 10 days or the order will be cancelled / refunded in full

 

 

I gave the wrong address when I ordered, can I change it?

→ We are only able to change/update the shipping address for a customer's purchase before it is shipped. Please note that we can only change addresses to ship to the same country the original order was placed to.

→ If your order has already shipped, we cannot update the shipping address.

→ We cannot change or update the billing address or payment method of a customer's order after they have placed their order.

→ If you would like to change the shipping address listed on your order, please contact us at this address: pro-extension@hotmail.com as soon as possible with your name, order number, and the correct, updated address.

 

 

I have a question about the store, the products or my order, who should I contact?

→ All requests can be submitted to this address: pro-extension@hotmail.com

→ Please note that sending multiple emails or requests will slow down the response time to your request.

 

 

Can I cancel my order for a refund?

→ If your order has not been shipped, we may be able to cancel it. Contact us immediately with your order number and reason for cancellation at this address: pro-extension@hotmail.com

If your order has already shipped, we cannot cancel or refund until the item(s) are returned to our warehouse.

If your cancellation request is not processed before your order is shipped, we will not be responsible for any return shipping charges.

Cancellations and refunds are irreversible once they have been executed.

Refunds are only returned to the original account with which the order was placed. We cannot refund other bank accounts or other credit cards.

 

 

Can I modify or add items to my order? (e.g.: another size or product?)

→ We cannot change the contents of a customer's order after the order has been placed.

→ This includes, but is not limited to, products, sizes, colors or other variations. If you would like to change the size or add additional items to your order, we recommend that you contact us to cancel your order and place a new order for the size, colors, variations, etc.

→ Please keep in mind that if the product you ordered is a limited edition, we cannot guarantee that you will still be able to purchase it if you request a cancellation.

 

 

Return and Exchange Policy and Process

→ We only accept returns and exchanges within 14 days of the delivery date.

→ Items must not be worn, washed or damaged. All items must be returned unwashed, unworn, unaltered and in their original packaging.

→ We do not accept returns or exchanges for limited edition merchandise.

→ If you can confirm the above requirements, please contact us to start the return/exchange process.

→ The customer is responsible for the cost of a return/exchange shipment, unless the return/exchange is necessary due to a fault of our company.

→ If you are returning an item for a refund or exchange, please allow 3-5 business days for your item to be processed by our teams once it has been delivered. Once processed, you will be notified via email. Refunds may take 3-10 business days to appear in your bank account once processed.

 

 

I no longer want the items I ordered. How do I return them for a refund or exchange?

→ We only accept returns and exchanges within 14 days of the delivery date.

→ Items must not be used, washed or damaged. All items must be returned unwashed.

→ We do not accept exchanges on limited edition merchandise.

→ If you can confirm the above requirements, please contact us to start the return/exchange process.

→ The customer is responsible for the cost of a return/exchange shipment, unless the return/exchange is necessary due to our fault.

→ If you are returning an item for a refund, please allow 3-5 days for your item to be processed in our warehouse once it has been delivered. Once processed, you will be notified via email. Refunds may take 3-10 business days to appear in your bank account once processed.

→ Returning a portion of your order will result in a refund for the returned item only. If your entire order is returned, you will be refunded the full cost of your order (items + shipping when you ordered, if it was free you will receive a refund for the item only in this case)

 

 

I received a damaged item, how do I get an exchange or refund?

→ If your order arrives damaged, please contact us at this address: pro-extension@hotmail.com

→ In order for us to better assist you, if your item was damaged, we ask that you send photos to our customer service department for analysis. Once we receive the photos, we will refund your money or make an exchange.

→ We are not responsible for damage to a product once the item has been worn, washed or altered in any way.

 

 

I am missing an item, what should I do?

→ If your order arrives incomplete, please contact us at this address: pro-extension@hotmail.com

→ Once validated by our customer service, we will refund you or ship the missing item.