FAQ - SHIPPING, VERIFICATION, RECIEVING,
PAYMENTS,
EXCHANGES & RETURNS
1. What carriers and services do you offer?
London The Collection uses all major shipping couriers, including but not limited to; FedEx, DHL, UPS, TTPOST, etc
2. How long is the handling time between when an order is placed and when it will ship?
In an effort to get your package to you as soon as possible we try our best to process all orders as soon as they come in, which means you can enjoy your order as quickly as possible.
3. Do orders need to be placed before a specific time?
You can place orders at anytime via our website. Don't see something on our site that you're interested in, send us a message on our "Contact Us" form on the website, or WhatsApp us on (+1868) 779-0195. Messages are answered in the order it is received and may take up to 48hrs during peak times for a response.
4. Is there anywhere you don't deliver, like P.O. boxes, specific states or countries?
As a general rule for all major courier companies we do not accept P.O.Box Addresses for orders. If there is any issues with your address when your order is placed we will reach out to you to rectify it.
5. Which address do I use to order?
Orders placed on our website will require both a billing address and a shipping address (if not the same).
Ensure that you are listing the correct billing address as it appears on you bank/credit card statement.
The shipping address is where you would like your order be delivered to. We require full information when this is being filled out; which may include (but not limited too); house/apartment number, street name, state/county, city, zip code, country.
Note that London The Collection will not be liable for packages that are sent to the wrong address if the customer gives the incorrect address information.
6. Am I charged for shipping?
Yes, all orders will have a shipping fee attached to the overall total. The shipping fee will be automatically calculated for you at checkout.
7. What is the processing time?
We know how excited you are to receive your package this is why we try our best to ship out your package as soon as possible. Orders that are placed after 3:00PM will usually be shipped the next business day.
8: How long before I receive my order?
All major shipping couriers usually deliver within 3-7 day turnaround internationally. However, we will not be held accountable for any delays in you receiving your order due to any hindrance by the shipping company or customs. Locally, our turnaround is 1-3 days.
9. Will I receive a tracking number for my order?
Once you confirm your order you will receive an email link within 48 hours with your tracking information. The onus would be on the customer to track the shipment.
10. My tracking says delivered but I haven’t received it?
All customers are provided with a tracking number and the carrier in which the order was sent. If your tracking number says that you have received your order but you have not, we recommend reaching out to the carrier company for an investigation.
London The Collection will not be held responsible/accountable for packages where tracking information states that it has been delivered and the customer does not receive it. We encourage customers to time the delivery time to ensure they or someone they know is at the location to collect the package on the day. Or contact the carrier to reschedule or arrange alternative collection.
Note that your order will be shipped from one our warehouses that’s closes to you and has the item stocked. If you have shipped your order outside of this jurisdiction your package may incur duties, fees and/or import taxes upon delivery. We are not responsible for these fees, neither will we know what the fees will be. This charge is determined by your local customs division. These fees are payable to your carrier or local customs, this fee is not collected by London The Collection.
IMPORTANT INFORMATION
Your confirmation of any order indicates your acceptance of our terms and conditions of supply. And that you are agreeing to your countries import restrictions to certain goods/materials. After dispatch the liability of the package shifts to you, therefore you will be liable under any regulations of your country.
In respect of orders using third party couriers all risk of loss/damage to the products your order passes to you when we dispatch your order from our location. We are not liable for any errors made by these services. This service does not provide insurance, and is chosen at your own risk upon confirmation/acceptance of our terms of supply.
Payment Information
1. What payment methods do you accept?
We accept the following payment methods:
Card payments are taken as soon as the order is submitted and will show funds have been taken via an email confirmation within 2.5 hours.
Please note that we do not accept cash on delivery (except Trinidad W.I) or any other methods of payment apart from the ones that are displayed above.
2. Can I pay in my own currency?
All payments are made in the currency displayed at checkout.
3. Why is my card declining?
There may be a few reasons why this is happening, it could be due to the details entered may be incorrect, your card may have expired, or the bank may not have authorised the transaction. We would advise you to contact your bank directly so that they can advise you further.
4. How do I pay with PayPal?
Please select PayPal as a payment option at the checkout stage. You will then be re-directed to the PayPal website to complete your purchase.
FAQ: EXCHANGES & RETURNS
London The Collection is more than happy to accommodate unopened, unworn, unaltered returns or exchanges within five (5) days of receiving your order/purchase.
Note that unauthorised returns to us will not be accepted. And the customer should reach out to us before they ship any items to us.
Please note that all merchandise being returned either for a refund and/or exchange MUST NOT be worn, washed, must have its original lace (uncut), original curl pattern, cannot be opened out, combed through, finger comb, not styled in anyway, free from any stains and/or makeup or body odour, bleached and/or dyed and still have all the original packaging and gifts attached. Also, we are not responsible for any damages to our extensions once it has been altered, such as bleaching and/or dying by a third party; once the item has been altered in any way it will no longer be valid for a return and/or exchange.
For ALL Hot Tools, an exchange/refund is accepted once the device has a manufacturer's defect ONLY. All Hot Tools MUST BE RETURNED TO STORE ONLY TO BE TESTED to be approved for an exchange/refund.
Please note that your confirmation of any order indicates your acceptance of our terms and conditions of supply.
Note that we treat with every case individually, and we do not do refunds/exchanges on your order if you had change of heart, feel the colour does not suit you, if you have chosen the wrong item at checkout, or have chosen a stylist that is not willing to work with the item, or if the cap is too small (our wigs measure a standard industry size of 22.5” and we urge customers to measure before purchasing if they are unsure). Also note we are not liable for any delays in your package arrival due to hinderances my third party couriers, and will not constitute a refund/exchange in you receiving your order beyond the allocated time frame given by that courier company.
NOTE: ALL REFUNDS HAVE A 25% RESTOCKING FEE AND WILL BE GIVEN IN STORE CREDIT ONLY (valid for 60 Days).
EXCHANGES ARE SIMPLE:
London The Collection can accommodate exchanges of items, once not opened (or any of the above listed criteria), in a quick and easy process.
Simply ship your items back to us, let us know what you would like us exchange it to and we will set up a new order for you.
* Once we receive your order and it has been inspected and received in good condition, we will ship your new order out.
RETURNS
London The Collection accepts returns of purchases within the time frame stipulated above.
FAQ - EXCHANGES & RETURNS
1. Do I have to pay for shipping ?
London The Collection is not responsible for any courier fee associated with returns and exchanges. We will also not be held responsible for any lost returns to us, and we urge customers to use a tracked shipping method. Also please do not send us packages without first communicating with us of your intent to do so.
A customer will also have a max of seven (7) days from contact to get the product back to us.
2. How long till I receive my refund?
All refunds will be paid via the original payment method it was received. Please note that all items returned will be inspected by Management to ensure that it has been received in its original condition as stipulated above. Once inspected and confirmed your refund will be issued. Note this may take up to seven (7) days to finalise and monies shown in your account.
3. How long does a customer have to return an item?
Customers will have a max of seven (7) days from contacting us for a return to have the item reach us. We advise using a tracked shipping method as London The Collection will not be held responsible for any returns that does not reach us.
4. How long does a customer take to receive their exchange?
Once the item for exchange is received it can take a max of five (5) days to have Management inspect the items and issue the exchange. From shipping, it should take the same length of time as your initial order.
5. What happens if my item does not meet the criteria for an exchange and/or refund?
The customer will be notified that the items received where not of good standing according to our policy. The customer will not be entitled to a refund or exchange.
From point of contact the customer will have a max of three (3) days to arrange payment of another shipping cost for the items to be returned to them. Failure to pay the return delivery cost within the allocated time frame may constitute the items unwanted and Management holds the right to dispose of the items.
6. What items cannot be returned?
Our accessories, such as (but not limited to); ties, scrunchies, headbands, brushes, combs, mirrors, loop/bonding hair extensions tools are final sale. Thank you for understanding.
7. Why can’t I return or exchange my opened hair extension set?
Human Hair Extensions are considered a personal item and is classed as a hygienic product. At London The Collection we take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure that it meets all our policy guidelines for returns.
If we find that the items have been tampered with in anyway which goes against our policy, you will be contacted and you will not receive an exchange or refund. Please see #5 for info on getting your items returned to you.
8. How to contact us?
If you have any questions or concerns, please email our team londonthecollection@hotmail.com. We guarantee a response within forty-eight (48) hours of contact.
Reserved Rights by London The Collection:
