Our Commitment to Excellence

At Hairclub Shop, we understand that premium hair care requires premium service. Our shipping and returns policies are designed with your complete satisfaction in mind, reflecting the same dedication to quality that defines our professional-grade hair care collection.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days from the date of purchase. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

Standard Shipping – $12.95

  • Carriers: DHL or FedEx
  • Delivery Time: 10-15 business days after shipment
  • Tracking: Full tracking provided
  • Best for: Faster delivery to most destinations

Free Shipping

  • Carrier: EMS
  • Minimum Order: $50 or more
  • Delivery Time: 15-25 business days after shipment
  • Tracking: Basic tracking available

Shipping Areas: We ship globally, excluding some Asian regions and remote areas. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges Policy

We want you to love every Hairclub Shop product. If you’re not completely satisfied, our straightforward returns process ensures a seamless experience.

Return Eligibility

  • Items must be returned within 15 days of receiving your order
  • Products must be unused, in original packaging, and in resalable condition
  • Original proof of purchase is required

Non-Returnable Items

For health and safety reasons, the following product categories cannot be returned or exchanged:

  • Adhesives Solvents – Due to chemical composition and safety regulations
  • Face Masks & Treatments – Opened personal care items cannot be resold
  • Body Moisturizers – Hygiene considerations prevent returns
  • Eye Makeup – Intimate application products are non-returnable for health reasons
  • Any products with broken seals or signs of use

Return Process – Step by Step

1Contact Our Customer Care Team

Email us at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

2Wait for Authorization

Our team will review your request and provide a Return Authorization Number and shipping instructions within 2 business days.

3Package Your Items

Securely package the items you’re returning, including all original packaging and documentation.

4Ship Your Return

Send your package to our fulfillment center using a trackable shipping method. You are responsible for return shipping costs unless the return is due to our error.

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Email Content:
Dear Hairclub Shop Customer Care Team,

I would like to request a return/exchange for my recent order.

Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Quantity] Reason for Return: [Please specify – wrong product, damaged, unsatisfactory, etc.] Preferred Resolution: [Refund / Exchange for (specific product)] Contact Phone Number: [Your Phone Number]
Thank you for your assistance.
Sincerely,
[Your Full Name]

Refund Information

Refund Processing

  • Refunds are processed within 5-7 business days of receiving your returned items
  • Your refund will be credited to your original payment method
  • Shipping charges are non-refundable unless the return is due to our error
  • You will receive an email confirmation once your refund has been processed

Refund Methods

  • Credit Card (Visa, MasterCard, JCB) – Refunded to original card
  • PayPal – Refunded to your PayPal account

Please allow additional time for the refund to appear in your account, depending on your financial institution’s processing times.

Exchange Process

If you’d like to exchange an item for a different product:

  • Follow the same return process outlined above
  • Clearly indicate in your email that you prefer an exchange and specify the desired product
  • Once we receive your return, we’ll ship the replacement product
  • You will be responsible for any price difference and additional shipping costs

Damaged or Incorrect Items

If you receive a damaged product or incorrect item:

  • Contact us immediately at [email protected]
  • Include photos of the damaged product or incorrect item
  • We will arrange for a replacement at no additional cost to you
  • In some cases, we may provide a prepaid return shipping label

Need Assistance?

Our customer care team is here to help with any questions about shipping, returns, or exchanges:

  • Email: [email protected]
  • Response Time: Within 2 business days
  • Business Hours: Monday-Friday, 9:00 AM – 6:00 PM CST
  • Address: 3704 Fidler Drive, San Antonio, US 78229

We appreciate your trust in Hairclub Shop and are committed to ensuring your complete satisfaction with both our premium hair care products and our customer service experience.