Refund policy
Refund + Returns Policy
Last updated: today.
Stocked colorways
Stocked items can be returned within 30 days of delivery for a full refund (minus original shipping). Items must be unused, in original packaging, and in resalable condition.
Custom + made-to-order strands (final sale)
Items configured via the Custom Builder, plus any product tagged "made-to-order," are produced specifically for you and are final sale. We cannot accept returns or exchanges on custom work.
The exception: if your custom strand arrives damaged, defective, or doesn't match the configuration in your order confirmation email, contact us within 7 days of delivery and we'll make it right.
Damaged in transit
If your order arrives damaged, email us at sarahcrow07@gmail.com within 7 days with photos. We'll either send a replacement or issue a full refund — your choice.
How to return a stocked item
- Email sarahcrow07@gmail.com with your order number and the item you'd like to return.
- We'll send a return label.
- Ship the item back within 14 days of receiving the label.
- Once we receive the return, your refund goes to your original payment method within 5 business days.
Rentals
Rental cancellation terms are spelled out in your rental agreement. Generally: full refund if cancelled 14+ days before the event; 50% refund if cancelled 7–14 days before; no refund inside 7 days.