Policy and Returns

 

HER.ERA – TERMS & CONDITIONS

By placing an order with Her.era, you agree to all terms and policies outlined below.

1. Sales Policy – All Sales Are Final

For hygiene and safety reasons, all wig, hair, and hair care product sales are final.
We do not offer refunds, exchanges, or returns once an order has been processed or shipped.

2. Exceptions – Damaged or Incorrect Orders

Replacements may only be considered if:

  • You received the wrong item, or

  • Your item arrived damaged or faulty

You must contact us within 24 hours of delivery with:

  • Clear photos or videos

  • Your order number

Items must be unused, unworn, and in original packaging.
If approved, a replacement or store credit may be issued at our discretion.

3. Order Preparation Time

All orders require 4–5 business days for preparation.
Preparation time may vary depending on wig colour and specifications.

This includes:

  • Colour matching

  • Quality checks

  • Secure packaging

4. Orders Placed on Fridays

All orders placed on a Friday will be processed the following Monday.

5. Shipping Time

Once dispatched, shipping takes approximately 14 business days.

Preparation and shipping are two separate timeframes.

6. Shipping Responsibility & Courier Disclaimer

Once your package has been dispatched and handed to the courier, Her.era is no longer responsible for:

  • Delivery delays

  • Lost packages

  • Stolen packages

  • Courier mishandling

We are not liable for any issues once the parcel is in transit. However, we may assist in submitting a courier investigation where possible.

7. Address Accuracy

It is the customer’s responsibility to ensure that:

  • The correct and complete shipping address is provided at checkout

Her.era is not responsible for:

  • Failed deliveries due to incorrect addresses

  • Parcels marked as “delivered” by the courier

Returned packages due to address errors will require re-shipping fees.

PRODUCT-SPECIFIC POLICIES

8. Wig Information

  • All wigs sold by Her.era are human hair unless otherwise stated

  • Density, texture, and length are listed in each product description

  • Lace types, cap construction, and parting space may vary slightly between units

  • Minor shedding and tangling is normal with all human hair wigs

9. Wig Styling & Customisation Policy

All wigs displayed on our website and social media are professionally styled for presentation purposes.

Unless otherwise stated:

  • Wigs are shipped in their natural, uncustomised form

  • This includes no plucking, bleaching, cutting, styling, or custom colouring

Custom Wig Orders

Customers who would like a customised wig must:

  • Email us or DM us on Instagram before placing an order

  • Clearly specify the customisation required

If no customisation is arranged in advance, the wig will be shipped in its natural state with no customisation.

Custom wigs:

  • May require additional preparation time

  • May involve additional charges

  • Are still non-refundable and non-exchangeable

10. Colour Disclaimer

Please note that wig colours may vary slightly in real life due to:

  • Lighting conditions

  • Screen brightness

  • Photo editing

We do our best to match colours as accurately as possible, but slight variation is normal and not considered a fault.

11. Product Information (Non-Wig Products)

This includes:

  • Wig care products

  • Accessories

  • Styling tools

  • Adhesives (if applicable)

All product descriptions are provided to the best of our ability.
Customers are responsible for:

  • Reading product instructions carefully

  • Checking for allergies or sensitivities before use

Her.era is not responsible for:

  • Skin reactions

  • Incorrect application

  • Misuse of products

12. Bundle Information

Bundles are sold as:

  • Pre-set combinations at a discounted price

Please note:

  • Bundles cannot be split

  • No swaps or substitutions are allowed unless stated otherwise

  • Bundle items are subject to the same no-refund policy

If one item in a bundle is unavailable, Her.era reserves the right to:

  • Replace it with an item of equal or greater value, or

  • Offer a store credit for the unavailable portion

13. Pricing & Payments

  • All prices are listed in Euros (€)

  • Full payment is required before processing or dispatch

  • Prices are subject to change without notice

14. Pop-Up & In-Person Sales

All pop-up shop and in-person purchases are final.
Customers must inspect products carefully before completion of purchase.

15. Customer Care Responsibility

Once a wig is delivered:

  • Proper maintenance becomes the customer’s responsibility

  • Her.era is not responsible for damage caused by:

    • Heat

    • Chemical treatments

    • Improper maintenance

16. Brand Rights

Her.era reserves the right to:

  • Refuse service to anyone engaging in abuse, fraud, or policy violation

  • Cancel any suspicious or fraudulent orders

17. Contact Information

For all enquiries, contact us via:

📧 Email: zinhlemhlangu0312@gmail.com
📍 Instagram: @her.era_official
Response time: 24–48 business hours