We value your purchase and aim to dispatch all orders the same day they are processed when ordered before 1pm ET Monday - Friday. All orders placed after 1pm, on weekends and US holidays will be shipped on the following business day. Your Kerri Alston order is shipped from our facility in Atlanta, GA, USA.
Due to COVID-19, there may shipping delays beyond our control. Currently, shipping is only available in the US and Canada. Delays that may occur within the shipping carriers network are not the responsibility of Kerri Alston Hair. Once your order has been shipped, please allow up to 3-5 business days for Ground Shipping and 1-2 business days for Express Shipping. If you have questions regarding your order after these timeframes have passed, please feel free to reach out to us via email at firstname.lastname@example.org
TRACKING YOUR ORDER
Once your payment has cleared, you will receive an e-mail when your order has been processed. You will receive a second confirmation e-mail once your order has shipped to include your tracking number and a link to follow the journey of your package. It is the responsibility of the buyer to make sure that she or he enters the address correctly. We cannot guarantee address changes due to strict shipping schedule. Please double-check the address you are entering, as we will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.
RETURN & EXCHANGE POLICY
Kerri Alston Hair wishes all customers to be entirely satisfied with their purchases and hence offers a comprehensive store credit and exchange service. For the safety of you and all of our clients, we have strict requirements regarding all items eligible for exchange or store credit. Kerri Alston Luxury Extensions are a hygienic product and we take matters of hygiene and public safety very seriously.
Kerri Alston does not offer refunds on any of our products, but would be glad to offer you store credit within the first 7 days of receipt, as long as your order is still in sale condition and meets the return requirements.
Hair extensions must be in original condition: tied, unwashed, uninstalled, not chemically processed, not dyed and/or tampered in any manner. Items that do not those requirements are not eligible for a store credit, therefore please examine each product in its original sale condition to make sure you are completely satisfied.
SALE ITEMSALL PROMOTIONAL SALE ITEMS INCLUDING: BOGO, 50% OFF, BUY ONE RECEIVE FREE GIFT - ARE MARKED AS FINAL SALE. THESE ITEMS ARE NOT ELIGLE FOR AN EXCHANGE.
MISSING, DEFECTIVE OR DAMAGED ITEM(S)
Kerri Alston packages and fulfills all orders personally in our Atlanta showroom. We carefully prepare your shipment to ensure that all items purchased are included and secured in the elected packaging. In the event your item arrives defective or damaged, please contact us within 5 days of receipt to begin the exchange process for your item(s). In the rare and unlikely event that an item is missing from your order, please contact us within 2 days of receipt. For all approved claims of missing items, the full order must be returned to Kerri Alston Hair in the original sale condition. Upon delivery and inspection a refund will be issued.
ORDERS NOT RECEIVED
Kerri Alston is not responsible for orders shipped to the address provided by the purchaser and marked as delivered by the postal service. All orders come with $50 insurance (USPS) or $100 insurance (UPS). In the event that you do not have possession of your delivered item, please inform us and open a claim with the shipping carrier - we will open a claim as well. If the claim is awarded in our favor, the insured amount can be provided to you as a refund or a credit towards your next order. Please advise if you would like to add additional insurance, a signature confirmation, or ship to a different address if you choose to purchase again.
ORDER EXCHANGES and STORE CREDITS
Kerri Alston is happy to accept your exchange request within 7 days of receipt, as long as your order is still in sale condition. Products that have been untied, washed, installed, chemically processed, dyed and/or tampered with are not eligible for an exchange, therefore please examine each product in its original sale condition to make sure you are completely satisfied. Please note that issues concerning color variation of the hair are not valid reasons for an exchange. We reserve all rights to decide whether the product(s) are eligible for exchange. We also reserve the right to reject an exchange request previously approved upon receipt. If a store credit is issued in place of an exchange, the store credit will be valid for 60 days. After 60 days, the store credit will be void.
APPROVAL PROCESS & ORDER EXCHANGE SHIPPING
Kerri Alston requires that you must contact us prior to sending your exchange. Products sent back without approval are not eligible for exchange and will be returned to sender.
EXCHANGED ITEM DELIVERY
Kerri Alston exchanges currently run on a 3-5 day processing time. After your exchange request has been approved and sent back we will follow up with you via email.
EXCHANGES of LESSER/GREATER VALUE
If you are exchanging for a product of lesser value, the variance in price will be issued as store credit after subtracting the cost associated to shipping out your exchange. If you are exchanging for a product of greater value, the variance in price will be issued/emailed as an invoice including the cost associated to shipping out your exchange.