Thank you for shopping at Silky Strands. We strive to provide you with the highest quality hair extensions and customer service. If you are not entirely satisfied with your purchase, we’re here to help.

1. Returns

You have 30 calendar days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Hair extensions must not be untied, worn, colored, or altered in any way. If the product shows any signs of use, the return will not be accepted.

2. Return Process

  1. Initiate the Return: Contact our customer service team at sales@silkystrands.com.au to initiate the return process. Please provide your order number and the reason for the return.
  2. Return Authorisation: Once your return request is approved, we will provide you with a Return Authorisation Number (RAN) and instructions on how to return the item.
  3. Packaging: Securely package the item in its original packaging, including all accessories and documentation that came with it. Clearly write the RAN on the outside of the package.
  4. Shipping: Ship the item to the address provided in the return instructions. You are responsible for paying the return shipping costs. We recommend using a trackable shipping service to ensure the item reaches us.

3. Refunds

Once we receive your item, we will inspect it and notify you that we have received it. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will issue a refund to your original payment method. You will receive the credit within a certain number of days, depending on your card issuer’s policies.

4. Exchanges

If you wish to exchange an item for a different colour or length, please follow the return process outlined above. Once we receive the returned item and it meets the return criteria, we will process your exchange and ship the new item to you. You may be responsible for any price differences and additional shipping costs.

5. Non-Returnable Items

The following items are non-returnable:

  • Items that have been used, worn, colored, or altered in any way.
  • Items not in their original packaging.
  • Items returned after 30 calendar days from the date of receipt.
  • Custom orders or personalised items.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at sales@silkystrands.com.au. We will arrange for a replacement or refund, depending on the situation. Please provide photos of the damaged or defective item and its packaging.

7. Shipping Costs

Original shipping costs are non-refundable. You are responsible for paying the return shipping costs, except when the item is damaged or defective.

8. Contact Us

If you have any questions about our Refund and Return Policy, please contact us at:

sales@silkystrands.com.au