Shipping&Returns

SHIPPING INFORMATION

We have a standard 24-48 hour processing time prior to the shipment of all orders. This processing timeframe is subject to change due to sales or holidays. 

Please review our shipping methods to receive an estimated timeframe of the delivery of your package.


Shipping Options & Time

CountryDHL/Fedex/ FREE
Hong Kong, Macau2-4 business days
Japan, P.R Korea, R.Korea, Mongolia3-5 business days
Cambodia, Indonesia, Malaysia, Philippines, Singapore, Thailand, Vietnam2-4 business days
Australia, New Zealand, Papua New Guinea3-5 business days
Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, Norway, Portugal, Spain, Sweden, Switzerland,U.K.3-5 business days
Canada, U.S.A.3-5 business days
Other country buyerPlease contact us shipping cost

Handling time is included in the shipping time


ORDER PROCESSING

Incorrect billing information and/or shipping to an address other than the billing address may cause shipping delays, as information must be verified. Merula Hair Company has the right to decline an order and issue a refund at our sole option. Confirmation of billing may be required and customer can/will be contacted via phone and email to complete.


TRACKING INFORMATION

You will receive an email with a tracking number once your items have been shipped. If you do not receive a tracking number within 48 hours of placing your order, Email us at orders@MerulaHair.com. Please have your order number prepared when you email us.

We do not ship on weekends, holidays, and in the occurrence of a natural disaster.



RETURN AND EXCHANGE POLICY

Due to the nature of the product, your order must meet International Health Regulations before requesting a return or exchange. All returns are processed within 1-2 business days upon arrival to our offices.


RETURNS 

All hair has undergone a quality assurance process to ensure it is free of imperfections. If you receive an item that is damaged, defective, or materially different, please email us within 3 days of the receipt date. 

If the hair received does not meet our brand standards, we will gladly exchange it and begin the exchange process per our cost.

Our fulfillment department must inspect all incoming shipments to ensure all product is in its original condition. No in-store credit will be given if product has been unraveled, co-washed, or manipulated in any manner from its original state.


EXCHANGES

Merula Hair Company Inc., at its sole discretion, may exchange products under the following conditions:

  • Requests must be made within 3 business days of receipt of product(s).
  • Any exchange requested after 3 business days of receiving the product will not be honored.
  • We will not accept any merchandise, which has been used or altered (unraveled, washed, brushed, combed or cut) in any way.
  • According to the Federal law you cannot return human hair products that have been used due to hygienic reasons. Please return the item in the original and resalable condition as a necessary health precaution.
  • Product must be exchanged for something of equal or greater value.
  • In order to process an exchange, the product would need to be sent back at your expense. When requesting an exchange, a Merula Hair Company representative will send a return label to you via your email address. This label should be printed and placed onto your package to ensure your package is insured during its route back to our offices. Once your product has been received it will be examined thoroughly. If the product has been returned unused in its original condition, we will exchange the product for something of equal or greater value per your selection.
  • Exchanges are limited to two exchanges per order. No refunds will be permitted, unless it is determined that Merula Hair Company Inc. is the party at fault due to a fulfillment error, then we shall exchange the product at no additional cost to the customer.
  • Customer is responsible for the reshipment cost as that is a separate service that has already been used.
  • For any exchange that permits a difference (lesser than original) customer will hold a in-store credit for the remaining balance owed as we do not refund ANY costs.

    RETURN AND EXCHANGE PROCEDURE 

    Our Customer Service department will personally guide you over the phone to assist you with your returns and exchanges request.

    When you receive your item(s), open the box and visually examine the product to verify if you have received the desired texture and lengths you ordered. You can gently take the hair out of the plastic. At this time, you can determine if the products you have received are damaged, defective, or materially different from what you ordered.

    Please, contact us immediately at orders@merulahair.com with any discrepancy or questions