Placing an order on Toffeehair.com indicates your acceptance of our terms and conditions
You need to register on our website to make orders. Simply select the items and their quantity to add them in the shopping basket. Ensure that you have chosen the desired product, colour and length. Then select the desired shipping type. You have to add at least one address as your billing and delivery address. The billing address has to be the address where your credit/debit card is registered. Incorrect information will cause delays.
Once you have completed the steps of adding products to the shipping basket and you have chosen the right shipping, then you have to check out for the payment. Using PayPal is fast and safe, major credit/debit cards are accepted. For a successful order, the payment transaction has to be approved by the bank
Cash, cheque or postal order and can also deposit directly in our bank account. In both cases, write your order reference number with the payment so that we can identify your transaction. We might require a utility bill from you for the first time so confirm the address and to create your account with us. This is one time formal process. You can send us a scanned copy of any of your utility bills upon request. Once your order is completed and the payment is received, you will receive the confirmation email from us. Payments must be with your own credit card and with adequate funds to make payment. Fraudulent use of credit cards will be reported to the relevant authorities. Toffeehair.com may suspend or cancel your order or registration immediately if you breach these terms and conditions.
As soon as payment is confirmed, we process your order. If all items are available in stock, the orders are processed and dispatched on same day or latest by next working day. However if any of the items are not in stock, our customer support team will contact and wait for your advice, either for an alternative product or wait for new stock.
It is important to know that the products might have a new packaging as compared to the image shown on the website, however if the product is same and only the packaging is new, this will be considered as the same product.
You can cancel your order on the same day before 4:00pm otherwise we may have dispatched your order. You will have to wait until you receive the items and then send them back to us to get the refund for the total amount of products.
Posting and Packaging:
We use Royal Mail and Parcel Force for the shipment that is why we are unable to add any further instructions for their drivers. This means, we expect you to be at home to receive your parcel. All the parcels can be tracked and for this we always email tracking number. We cannot send bigger boxes through Royal Mail because of the service specifications and the parcels are always posted to the delivery address provided by you.
As soon as you receive the parcel, please make sure that it is not opened or damaged, in case if you find any such, immediately inform the postman/driver and also inform us. The invoice paper is always included in the parcel. In case if you are not home, the delivery person may leave a contact card for you. This means, you should visit the nearest Post Office or Depot to collect your parcel. Please bring a poof of ID and your tracking number to collect your parcel and make sure that the parcel is not opened, leaked or damaged. If you do not receive your parcel between 14 to 21 days, please let us know immediately so that we can find it for you. We cannot do anything before 14 days and this is because of the policies defined by the shippers. In such situations, we always need a written email from you stating that you did not receive your parcel. In such situations, the shippers may take time of another 4 weeks before they can get back to us with the investigation report. We have to wait for this time frame as per their terms and conditions; there is absolutely no way to make this procedure quicker or earlier. As soon as we receive the feedback from the shippers, we immediately resend you new items or else you can advice us to make a refund for you. In some cases, this might happen because of a spelling mistake in your delivery address, please make sure that you provide us a right delivery address. The delivery estimated time is 2 to 4 working days for the normal post and the next working day for the next day delivery. This time is treated only when you place your orders before 3:00pm. Any orders you place after 3:00pm will be processed next morning. The delivery time does not include any public holidays or weekends. For overseas orders, you may have to pay a custom duty; this depends upon the law of your country.
You can return any items within 7 working days from the date you received them. In case of any returns, always make sure that the returned items are unopened and unused, please make sure they are packed and you have included the original invoice while returning them as we do not accept any returns without the original invoice or if they are used or opened. Used items cannot be accepted because of hygienic reasons. You can write down a small note on the invoice paper to tell us the reason why you are sending the items back and what products do you want as a replacement. The returning address is the address, mentioned on the invoice paper.
Any electrical product that comes with the manufacturer’s warranty can be returned directly to the manufacturer. Or else, you can send them to us so that we can send them to the manufacturer on your behalf. If you want us to claim the warranty for you, make sure you are sending it with its complete box packing and any accessories as well as the original invoice. Please note, you are liable to pay all the posting charges occur for handling your warranty claim with the manufacturer.
In case of any refund, the amount can only be refunded back to the same credit/debit card that was used to make the purchase. All refunds take 2 to 3 working days from the date when the refund request is posted. If you made the payment using bank transfer or deposit, or if you paid by cash or through any postal order, then there will be bank handling charges while making the refunds. These charges are subject as per bank policies and whether the refund is within the country or overseas. If a refund is for any damaged or lost parcel, the refund will not take place before the shippers provide us their feedback of investigation. If a refund is based on a faulty product which covers a manufacturer’s warranty, the refund will not take place before getting a feedback from the manufacturer.