Frequently asked questions

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  • 30 Day Return & Refund Policy

    Change of Mind

     

    We believe in our products and want you to have the best possible online shopping experience, so we also offer a 30-day 100% money-back guarantee (excluding the shipping fee) if you’re not happy with our products. We will process your refund after we receive the returned products, provided they are returned within 30 days of purchase. Please see the “How to return Products” section for return instructions. For any products that are not damaged, you will need to pay the cost of the return, and we encourage you to use a trackable service as any lost returns cannot be reimbursed.

     

    Incorrect or Faulty Products

    If you have received incorrect, damaged or faulty items, please provide details (including photos) within 30 days of when you received the items. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly. 

     

    Missing Items

    We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

    Please contact our Customer Experience Specialist so we can organise replacements for missing products. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.  

     

    Other Issues

    If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.

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    How to Return Products

    If you need to return products in accordance with this Policy, please contact our Customer Experience Specialist to find out how to send damaged products back to our nearest warehouse. 

    Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return.

    Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.

    We may cover the shipping cost and provide a return label if the order is deemed damaged/faulty. Please contact our Customer Experience Specialist for assistance!

    Read more about our Return Policy here.

    Sometimes, the parcels are returned due to an incomplete/incorrect address, unclaimed, the addressee is unknown or has moved. Don't worry, please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number and your correct shipping address so that we can arrange for a reshipment.

    Sorry, we are unable to honour any promotions for orders placed outside of the promotional period as this would be unfair to the rest of our customers. We apologise for any inconvenience, and we appreciate your kind understanding!

    Your refund will be processed as soon as the product you have returned received by our warehouse and it usually takes between 5-10 business days for the refunds to be credited to your bank account. 

    Please note that the time taken for a payment services provider to provide you with your refund can vary depending upon the provider. If you do not receive your refund within 14 business days, please contact our Customer Experience Specialist for assistance!

    We are sorry if we have made a mistake with your refund! Don't worry, please contact our Customer Experience Specialist for assistance!

    Please note that the following may affect the amount you have been refunded:

    • Shipping cost: we only refund for the damaged/faulty products
    • Any discounts that were applied at the time of sale, which may not now be applicable
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  • Unfortunately,  any issues you may experience with products purchased through unauthorised reseller may be the result of a counterfeit product. Please reach out directly to the seller for further assistance! You may also ask them to contact us on your behalf since they are the original buyer.

    We thank you for your kind understanding!

    Don't worry about it, our Like A Virgin Hair masque has gone through extensive cosmetic testing to make sure it is stable and will keep over time. The average shelf life is 24 months. The hair masque may turn yellow if the container is not sealed tightly and exposed to air. Make sure to seal your jar tightly after every use and to not let any water from the shower drip into the pot. Yellowing of the product does not impact it's effectiveness so your locks will still be glossy and gorgeous, don't fret babe!

    We are sorry to hear that you are canceling your order. Please take note that once the order has been processed we're unable to cancel or modify it. You may check our Return and Refund Policy here.

    You may contact our Customer Experience Specialist for further assistance!

    Oh no! We are sorry for the incomplete order. Please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number and a photo of the products you received and we will get back to you accordingly.

    Please note that all incomplete orders received must be reported within 14 days of delivery. We will get back to you as soon as we can!

    Oh no! We are sorry you received the wrong product. Please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number, a photo of the wrong product you received, and a photo of the shipping label and we will get back to you accordingly.

    Please note that all order issues must be reported within 14 days of delivery. We will get back to you as soon as we can!

    Don't worry, please contact our Customer Experience Specialist for assistance!

    Do provide us with your order number, original email address, and the updated email address so that we can make the necessary changes for you. Once we update your email address, we can resend your order confirmation and/or shipping confirmation email to the updated address.

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