Return and Refund Policy:
At Simbella Lux, we prioritize the health and satisfaction of our customers. We strive to deliver products and services of the highest quality, ensuring that each item is meticulously groomed and prepared to meet our rigorous standards.
Our extensions are considered a hygienic product by law. To uphold public safety and the well-being of our customers, we do not accept returns or exchanges once a purchase has been made. Additionally, orders cannot be modified once they have been processed. We kindly ask our customers to carefully review their orders before proceeding to checkout to prevent any errors.
Should you have any inquiries or concerns prior to making a purchase, please don't hesitate to reach out to us through our contact information. We are here to assist you and ensure a smooth shopping experience.
Shipping, Tracking, and Fulfillment Policy
Thank you for visiting and shopping at Simbella Lux. Following are the terms and conditions that constitute our full shipping, tracking, and fulfillment policy. Upon finalizing your purchase, you have implicitly consented to abide by the shipping tracking and fulfillment policy.
Order Processing
Order processing is the initial stage of the order fulfillment process, encompassing activities such as payment verification, essential for managing and fulfilling orders efficiently.
3-7 business days order processing.
Business Days
Please note that all of our business operations, customer service, and order fulfillment are conducted on business days only. This means that any estimated shipping timeframes, delivery schedules, or processing durations provided on our website or during the checkout process should be understood in terms of business days. It is important to consider this when calculating the expected arrival of your order or contacting our customer support team for assistance.
The following are US Observed Holidays that are not considered business days for our shipping and tracking operations. These holidays are excluded when calculating shipping timeframes and processing durations:
- New Year's Eve
- New Year's Day
- Martin Luther King Jr. Day
- Presidents Day
- Memorial Day
- Juneteenth
- Independence Day
- Labor Day
- Columbus Day
- Veterans Day
- Thanksgiving Day
- Christmas Eve
- Christmas Day
Estimated Fulfillment Durations
Fulfillment durations represent the timeframe during which we complete, process, pack, and physically ship your order. It is important to note that the fulfillment duration does not indicate the delivery date. Kindly be aware that the shipping method you choose during checkout and its associated transit time are separate from the estimated fulfillment durations.
Order Confirmation Email:
Upon placing your order, you will receive an automated Order Confirmation Email sent to the email address provided during checkout. This email is generated immediately and contains essential details such as your unique order number, comprehensive order information, estimated shipping window, and any additional pertinent information related to your order.
Shipping Confirmation Email:
Shipping confirmation emails will be promptly sent to you once your order has officially been shipped within the above estimated shipping window durations. This email will include relevant tracking information to help you monitor the progress of your package during transit. Please note that it may take up to 24-48 hours for the tracking information to become active and updated on the shipping carriers website.
Tracking your Package:
To conveniently track your package, simply click on the direct link provided in your shipping confirmation email, or input the full tracking number also available to you in your shipping confirmation email. This link will direct you to the carrier’s website, where you can access real-time updates on the movements and location of your package.
Shipping
The delivery dates of your package are exclusively determined by the operations of the shipping carrier. Generally, the estimated timeframe for package delivery after the shipment of orders is typically between 2-5 business days. The carrier will provide the estimated delivery date within your tracking link which will be available to you in your Shipping Confirmation email. Once your package leaves our possession, the carrier assumes full responsibility for ensuring its prompt and secure delivery. While we strive to provide accurate shipping window estimates, we cannot guarantee specific delivery dates as they are subject to the carrier's processes and any unforeseen circumstances they may encounter. Factors such as weather conditions, high shipping volumes, and any unforeseen events within the carrier's network may affect the actual delivery date.
We would like to emphasize that at this stage, we have no control over the whereabouts or speed of your package. We recommend utilizing the tracking information provided to monitor the status of your package and obtain real-time updates from the carrier. Should you have any concerns or inquiries regarding the delivery process, we highly recommend reaching out to carrier directly, as they have the most accurate and up-to-date information regarding its whereabouts and status. Their customer support team will be able to assist you with any specific questions or issues related to the delivery of your package.
We understand the importance of receiving your packages in a timely manner and strive to provide efficient shipping services. However, it is essential to acknowledge that certain factors, both within and beyond our control, can occasionally lead to shipping delays. In the event of a delay, we will make every effort to proactively communicate with you as early as possible. Please familiarize yourself with the following information regarding potential delays:
• Order Volume: During periods of high order volume, such as holidays, sales events, or product launches, the increased number of orders can impact the processing and fulfillment timelines. While we prioritize order fulfillment, the sheer volume of orders may result in slight delays. We appreciate your patience and understanding during these busy periods.
• Carrier’s Unforeseen Circumstances: Despite our best efforts, there may be instances when unforeseen circumstances arise within carriers operations. These can include disruptions in their transportation network, technical glitches, or other operational challenges. While such situations are beyond our control, we will work closely with the carrier to resolve any resulting delays promptly.
• Weather and Natural Events: Adverse weather conditions, natural disasters, or other related events can affect transportation networks and lead to unavoidable shipping delays. Severe storms, hurricanes, snowstorms, or floods can impact the carriers ability to operate efficiently and may cause delays in delivering your packages.
• Customs and Import Processes (International Orders): For international shipments, customs clearance and import processes play a significant role. The duration of customs inspections, document verification, and compliance checks can vary and occasionally cause delays in the delivery of your package.
While we strive to minimize any potential shipping delays, we kindly ask for your understanding and patience if such situations occur. Rest assured that we are committed to actively monitoring the progress of your package and providing timely updates. If you have any concerns or questions regarding a delayed shipment, please reach out to our dedicated customer support team for assistance.
Lost/Stolen Packages
While we strive to provide reliable and secure shipping services through the carrier it's important to acknowledge that unforeseen circumstances can occasionally result in lost or stolen packages. Please familiarize yourself with the following information regarding lost or stolen packages:
• Responsibility for Lost/Stolen Packages: Once your package is in the possession of the carrier , the responsibility for its safe and timely delivery rests with them. In the rare event that a package is lost or stolen during transit, it is important to understand that this is beyond our control as the sender.
• Assistance in Case of Lost/Stolen Packages: If you encounter any issues or concerns regarding a lost or stolen package, we recommend reaching out directly to the carrier for immediate assistance. They have the necessary resources and expertise to investigate and resolve such incidents.
• Tracking and Insurance: To mitigate the risk of lost or stolen packages, we encourage you to utilize the tracking information provided in your shipping confirmation email. Tracking allows you to monitor the progress of your package and ensure its safe delivery. Additionally, consider opting for shipping insurance, if available, to provide added protection and coverage for your shipment.
We understand the frustration and inconvenience caused by lost or stolen packages, and we assure you that we will do our best to support you throughout the resolution process. Please remember that USPS is responsible for investigating and resolving such incidents, and they have the expertise to handle these situations efficiently.
Wrong Address Disclaimer
To ensure that your package is delivered to the correct address, we kindly request that you carefully review and double-check the shipping address provided during the checkout process. Unfortunately, once an order is placed, we are unable to modify the delivery address to avoid potential delivery disputes and to maintain delivery verification.
In the event that you need to change your delivery address, we recommend using the carrier’s portal, which provides a convenient solution for managing and updating your delivery preferences. Once you receive your shipping confirmation email containing your tracking number, you can click on the provided tracking link to create an account on the portal. From there, you will be able to make the necessary changes to your delivery address.
Thank you for taking the time to understand our Shipping, Tracking, and Fulfillment Policy. We appreciate your effort in familiarizing yourself with our processes and guidelines. If you have any further questions or need assistance, please don't hesitate to let us know. We value your support and look forward to serving you.