Q: How Long Does It Take For My Order To Arrive?
A: Orders that include braiding hair will take 7-10 business days to process (this does not include shipping). All other products will take 3-4 business days to process.
Note we are currently shipping however due to restrictions we are fulfilling orders at a limited capacity. You may experience slight delays as we kindly ask for your patience during this time! We appreciate your continued support and understanding
Q: WHERE DO YOU SHIP?
A: We ship worldwide! International shipping roughly takes 7-10 business days in transit. Please note we are not responsible for any delays or fees due to customs. Please contact your local postal service for more information on customs and duties.
Q: How do I track my order?
A: Your order will process between 3-10 business days. Once your order has shipped an email will be sent to you containing tracking information. Additionally please allow 24-48 business hours for your shipment details to update with USPS.
Q: MY COUPON CODE IS NOT WORKING. WHY?
A: If you are having difficulties with your coupon code please contact us as the code may no longer be valid. Please note that coupon codes cannot be combined with any other current offers, sales, or promotions.
Q: HOW DO I KNOW IF MY ORDER HAS BEEN PLACED?
A: Upon completion of your order a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete until you reach the page containing your order number. If you have any additional questions feel free to contact our support team at firstname.lastname@example.org. One of our Customer Service representatives will be happy to assist you. Please note to check your spam folder as well as your email may have filtered into that folder.
Q: WHAT IF MY ORDER HAS NOT BEEN DELIVERED?
A: If after contacting USPS you still need assistance regarding locating your order feel free to contact us at email@example.com and one of our representatives will be happy to assist you.
Q: I'VE JUST PLACED MY ORDER, CAN I CHANGE IT Or Cancel?
A: You may change or cancel your order within 24 hours of placing the order, however if your order has been marked shipped in less than 24 hours, we will not be able to change, cancel or accept a return for the item.
Q: HOW DO I PROCESS A RETURN OR EXCHANGE?
A: All sales are final unless you receive the wrong item or receive an item that is damaged.
* Please DO NOT send back any returns. If you blindly return an item it will be deemed lost or stolen.
Q: How Is Your Hair Different
A: Our synthetic hair products are formulated without toxic chemicals. We do not add any toxic chemicals before or after production making our synthetic hair the most wearable synthetic hair extension product on the market.This means you do not have to soak our hair prior to use, you can use it immediately upon arrival.
Q: Will my scalp itch or become irritated while using your hair
A: We have worked tirelessly with polymer chemists to develop a safe non toxic synthetic hair extension, however everyone's body chemistry is different and we cannot guarantee that you will not be allergic to our synthetic hair. We advise that if you contact a dermatologist to determine if you are allergic to synthetic fibers and or do a patch test by purchasing one box of synthetic hair and using the hair in one area for a week and test your tolerance of the product.
Q: I RECEIVED A DAMAGED ITEm or The Wrong WHAT DO I DO?
A: In the rare event that the item you received is not in pristine condition or you received the wrong item-- we apologize! Please contact our team with a photo of the error and we will advise on how to return the product and work with you to reship a new item out to you in a timely manner.
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, paypal, amazon pay, Apple Pay, email address, and phone number. We refer to this information as “Order Information”.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), retargeting and advertising, and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at Hi@latchedandhooked.com or by mail using the details provided below:
Latched & Hooked
[Re: Privacy Compliance Officer]
545 Bigelow Ct
Atlanta, GA 30349