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Shipping
Below are some of are common questions about our shipping and dispatch times.
How much is shipping within Australia?
We send all of our packages by Aus post EXPRESS for a flat rate of $15.
For heavier items, this will increase to $25 at checkout.
Where are your orders shipped from?
All orders are shipped from our HQ in Melbourne and usually dispatched within 1-3 business days.
Will I receive a tracking number?
Yes - All orders will receive their tracking number via email as soon as we ship your order!
How long will it take me to receive my order?
We send all of our orders via express post so you can expect it to arrive anywhere from 1-3 business days from the date of dispatch.
Returns & Refunds
Below are some common questions about returns, exchanges and refunds.
What is Your Return & Refund Policy?
We want you to be completely satisfied with your Kasey Lee Extensions which is why we offer a 14 day returns policy. To return the hair, the packaging must be unopened and the hair must not have been tampered with or worn in anyway. We suggest that you check the hair immediately once it arrives and contact us straight away if you are unsatisfied in any way.
At Kasey Lee hair extensions Pty Ltd there is a no refund policy unless the product is deemed faulty by the supplier, in no means is a refund applicable if the product is faulty by the consumer or change of mind is present.
You must not return any Products to us until we have issued you an authorized return for those products.
Any Products (unless faulty) returned outside of the returns period or items returned damaged or soiled remain purchased by you and it is your responsibility to retrieve them. We will not pay to return these items to you and will not refund to you their purchase price.
We suggest that you check the hair immediately once it arrives and contact us immediately if you are unsatisfied in any way. Please note that refunds are calculated as the total order amount, minus shipping incurred by Kasey Lee Hair Extensions and also minus a $15AUD refund fee to cover the cost of the process.
Do you cover the Return Costs?
You must deliver your return to us at your cost and ensure that all products are retrned in their original packaging, unsoiled, undamaged, unworn and with the original invoice number, the date of purchase and the reason for return.
Returns of Products (unless faulty) must be in as new condition, in their original packaging.
Do you offer exchanges if the colour isn't the perfect match?
Absolutely. Simple get in touch with us to organise a return and we can swap your shade over in line with our return policy. Please note this will incur an additional Shipping fee.
Warranty / Guarantee
What is the life span of your extensions?
Kasey Lee Hair Extensions are designed to last up to 6-12 months. Depending on multiple factors such as use, application, product's used, weather, sport/activity & other factors. If you experience an issue with your hair extensions, it must be brought to our attention immediately to ensure we can assist further. The life-span begins from the date the order was delivered, not from when they were applied. This is because it cannot be proved when they were applied.
What is your warranty period?
We guarantee that the Products are of merchantable quality.
The guarantee does not apply if the Products are damaged because you did not follow the instructions set out in the “Hair Care Information” on each product page or damaged as a result of normal wear and tear, bleaching, colouring or unreasonable use or neglect.
If you believe the Products are faulty, please notify Kasey Lee Hair Extensions Pty Ltd within 30 days of receipt of the Products. Claims made later than this will be reviewed at Kasey Lee hair extensions Pty Ltd discretion.
When would the warranty not apply?
This warranty does not apply, and we are not obliged to repair, replace, or provide a refund for any Products if:
- The Products were damaged after you took possession of them (such as a result of normal wear and tear, misuse, bleaching, colouring or unreasonable use or neglect) for a reason not related to a defect, or if the Products are lost, destroyed, or disposed of;
- Products are damaged because you did not follow the instructions set out in the Hair Care Information on each product page.
- You or another person undertakes any unauthorized repairs or alterations to the Products.