Order Cancellations
To request a cancellation, email customerservice@urcrownhair.com with your order number within 24 hours of purchase and before your order ships, whichever comes first. Eligible cancellations receive a full refund to the original payment method.
Once an order has shipped, it cannot be canceled, even if fewer than 24 hours have passed. You may request a return after delivery under the conditions below. The 24-hour limit does not apply to cancellation options offered because we cannot meet our stated shipping timeframe.
Return & Exchange Eligibility
Request a return or exchange within 7 calendar days of delivery by emailing customerservice@urcrownhair.com with your order number, the reason for your request, and your preferred replacement, if applicable.
You may open the shipping box and product bag to inspect the hair. Items must remain unused, uninstalled, unwashed, and unaltered, with all ties and any hygiene seals intact. Hair must not have been brushed, combed, cut, colored, bleached, or otherwise altered. Keep the original packaging.
Please wait for our approval and return instructions before sending anything back. Approved returns and exchanges must be shipped back within 5 calendar days of approval. We recommend tracked shipping and keeping your proof of postage.
Standard Returns
Customers pay the return shipping cost. For approved standard returns, we refund the price paid for the returned item. We do not deduct the original Standard Shipping cost or charge a restocking fee. Any Express Shipping fee paid is non-refundable for standard returns, except where applicable law requires otherwise.
Exchanges
We offer one exchange per eligible order, subject to availability. Items must meet the eligibility conditions above.
Before you send the item back, we will confirm any return and replacement shipping charges, price difference, and applicable restocking fee with you. These charges require your agreement before the exchange proceeds.
Wrong, Damaged or Defective Items
Please inspect your order on arrival. If you have any questions, please email customerservice@urcrownhair.com with your order number and clear photos. Contact us before using or altering the item whenever possible.
Refunds
After receiving and inspecting your return, we will email you with the outcome. Approved refunds will be initiated to your original payment method within 1 business day of approval. Your bank or payment provider may need additional time to post the refund.
Any deductions for refused or unclaimed packages follow the terms in our Shipping Policy.
For assistance, email customerservice@urcrownhair.com. This policy does not limit your rights under applicable consumer law.