Policy & Procedure

Policy & Procedure

Order Processing & Pre-Orders:

  1. Pre-Order Processing: Please allow up to 14 business days for all pre-orders to be processed. Business days do not include weekends or public holidays. Order processing will commence once ID Verification has been completed. For all orders, the shipping and billing address must match

  2. ID Verification: To proceed with your order, we require ID Verification. This must be completed within 72 hours of receiving your order confirmation email. Failure to complete the verification process within this period will result in your order being cancelled and refunded.

  3. Order Confirmation: Upon successful processing of your order, you will receive tracking information for your order via email.

Shipping:

  1. Shipping Timeline: Shipping typically takes between 2-3 business days after order processing. Please be aware that business days exclude weekends and public holidays.

  2. Responsibility After Shipment: Once your order has been handed over to Royal Mail or Everi for delivery, Mola Hair will no longer be responsible for any lost, stolen, or damaged parcels. Should you encounter any issues after the shipment has left our premises, you are advised to contact your local post office directly for assistance.

  3. Incorrect Address: It is your responsibility to ensure that the shipping address provided at checkout is correct. Mola Hair will not be held liable for any errors in the address provided. Should your package be delivered to an incorrect address, Mola Hair will not accept responsibility for any resulting losses. If the package is returned to us, you will be responsible for the additional shipping fees incurred to re-send the package.

Refunds, Returns, and Chargebacks:

  1. No Returns or Cancellations: Mola Hair does not accept returns or order cancellations. We kindly ask that you review your order details thoroughly before finalising your purchase to ensure the accuracy of your items, quantity, and shipping address. 

    We do not offer refunds, but we are happy to offer exchanges under specific conditions. 

    Eligibility for Exchange:

    - Wrong head size

    - Incorrect color

    - Damaged, defective, or incorrect items received 

    *Other reasons will be considered at the discretion of the business.

    Ineligible for Exchange:

    - If the lace has been cut

    - Hair has been dyed or altered in any way

    - Cap has been cut or altered in any way

    - Missing original packaging or box

    - The hair/wig has been worn

    - Tags, combs removed or alterations to the wig cap, lace or hair 

    Automatic Refunds will be issued if: 

    - Your order is canceled by Mola's Hair

    - One or more items sold out after your order was processed

    Please make sure to use our measuring guide to ensure you receive the correct size unit. Before cutting the lace, try on the unit to confirm the fit. Units can only be exchanged within 30 days if the lace is uncut.

  2. Transit Delays: On occasion, transit delays may occur. Mola Hair is not liable for delays caused by the carrier or due to circumstances beyond our control, including acts of nature such as adverse weather conditions, strikes, or natural disasters. Accordingly, refunds or chargebacks will not be granted for delays attributed to these factors.

  3. Chargebacks: Mola Hair will not be held responsible for chargebacks related to shipping delays, lost parcels, or incorrectly delivered packages caused by the carrier. By placing an order with us, you agree to these terms and acknowledge that chargebacks for such issues will not be accepted.

Lost, Misplaced, or Incorrectly Delivered Shipments:

  • Once your order has been handed over to the carrier (Royal Mail or Everi), Mola Hair is not responsible for any lost, misplaced, or incorrectly delivered shipments. Any issues regarding the delivery should be directed to the respective carrier’s customer service or your local post office.

  • Responsibility: Mola Hair will not be held liable for any lost, damaged, or stolen parcels once they have been dispatched from our warehouse and are in the hands of the carrier.

Shipping Updates and Customer Service:

  1. Tracking Information: Once your order has shipped, you will receive tracking information via email to track the status of your parcel.

  2. Contact Information: Should you have any inquiries or require assistance regarding an order, please contact us via email at . For general hair care questions, you may also DM us on our social media platform @MolasHair

Important Notes:

  1. Policy Agreement: By placing an order on our website, you acknowledge and agree to the terms listed in this policy.

  2. Customer Experience: Experience the luxury you deserve with Mola Hair. For the best results and care, please ensure you follow the hair care instructions provided with your package. We hope you enjoy your shopping experience with us!

Thank you for choosing Mola Hair!