customer care | store policy

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At DivineHairCare, LLC, we are committed to delivering a luxury experience with every strand. Our premium hair is sourced with care and crafted to meet the highest standards. Equally, your privacy, safety, and trust are of the utmost importance to us. We are dedicated to protecting your personal information and ensuring a secure, transparent, and satisfying shopping experience every step of the way.

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To ensure customer satisfaction, please review the following store policies.

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Order Processing

Each order is handled with precision and care. Please allow 3-5 business days for order processing before shipment (unless it is an item listed for pre-order - see below). Once your order is fulfilled, a confirmation email with tracking details will be sent to you.

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Shipping & Delivery

• We offer secure, insured shipping through trusted carriers.

• Processing time for in-stock items takes 3-5 business days

• Standard delivery for in-stock items takes 5-7 business days (in addition to processing time).

• Processing time for items listed as pre-order, takes 5-7 business days.

• Standard delivery for items listed as pre-order, takes 7-10 business days (in addition to processing time).

• Delivery for custom units (not ready-to-ship) takes 10-15 business days (excluding processing time).

• For all pre-orders, please adhere to the date and information given prior to purchasing.

• Expedited shipping is not an available option at this time.

• Please ensure your shipping information is accurate; we are not liable for delays or losses due to incorrect addresses.

• Once your order is fulfilled, a confirmation email with tracking details will be sent to you.

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In-Salon Pickup

For your convenience, we offer in-salon pickup at our studio location.

• You will receive a notification when your order is ready, typically within 1–3 business days if hair is available/on hand. If it is out of stock, please remember you can pre-order.

• Pickup appointments must be scheduled in advance to ensure a smooth, private experience.

• All pickups must be claimed within 7 days of notification.

Location: BWI location or PG locations
Pickup Hours: Upon Discussion

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Install Services

We offer professional hair installation services and for any client who purchases hair from our collection, you will receive a special rate for your appointment. Special rate is only applied after recent transaction.

• Install appointments can be booked via our online booking platform.

• Hair must be purchased from online and ready prior to the install appointment (if hair is in stock, we will provide at your appointment per request).

• A consultation may be required for custom units, coloring, or bridal styling.

Please note: Missed or late appointments are subject to our salon cancellation policy. For full details, visit our Install Services page.

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Final Sale Policy

Due to the nature and hygiene standards of our products, all sales are final. We do not accept returns on hair extensions, wigs, or custom pieces. If it is an error on our end, we will consider an exchange only within 3 days of you receiving your product.

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Quality Assurance

Each product undergoes a thorough inspection before shipping or pickup. If you receive an item that is incorrect or defective, please contact us within 3 days of delivery or pickup. We will gladly assist in resolving the issue.

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Order Cancellations

We allow cancellations within 24 hours of purchase. After this period, all sales are considered final and are processed accordingly.

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Authenticity Guarantee

Our hair is 100% virgin human hair, carefully sourced and hand-selected for its quality. Slight variations in texture and color are natural, as each bundle is unique.

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Care Commitment

To preserve the beauty and longevity of your luxury hair, we recommend following our detailed Hair Care Guide. With proper care, your hair investment will remain flawless wear after wear.

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Need Assistance?

Your experience is our top priority. For inquiries, support, or personal recommendations, please reach out to our Client Services team at divinehaircare@gmail.com

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