International Order Policy

This policy applies to all orders shipping outside of the United States. Our standard Terms of Use policy also applies to all international orders.

Shipping

For international orders, the shipping, taxes, and duties can be seen at checkout before completing your order. The costs that you see at checkout are the total costs that will be incurred for your purchase. There will be no additional fees or bills for customs, taxes, duties etc after you complete your purchase.

We ship internationally with UPS and DHL. The specific services available depend on your location and will be displayed at checkout.

International orders take about a week arrive at our international shipping warehouse prior to shipping out to you. As soon as your package is on its way to you, you will receive an email with tracking information. If you don't see an email, please make sure to check your spam/junk folder.

EU Right of Withdrawal

Customers within the EU may exercise their right of withdrawal at this link. For withdrawals prior to the item being shipped, the order may be cancelled for a full refund. For withdrawals after the item has shipped, the item may be returned for a full refund. Please note that return shipping is the responsibility of the customer. Please see our return policy here for instructions on keeping the item in returnable condition.

To request a withdrawal, please click here, and follow the prompts on the screen.

Cancellations

For orders within the EU, please see the section above regarding the Right of Withdrawal. The rest of this section applies only to orders outside of the EU.

International orders may be cancelled prior to being processed for shipment. International orders go through the following stages:

  • Stage 1: Order is placed and payment is processed.
  • Stage 2: Items are shipped to the Frannie's Hair International shipping warehouse.
  • Stage 3: Items arrive at the warehouse, and are shipped to the customer.

International orders may be cancelled within Stage 1 (see cancellation fees below). As soon as your order enters Stage 2, you will receive an email notification regarding the progress. At that point, international orders can no longer be cancelled.

As soon as the order is received (Stage 1 above), Frannie's Hair incurs costs including those associated with currency conversion and international taxes. For this reason, cancellations for orders in Stage 1 incur a 15% cancellation fee to cover these costs.

Order Modifications

International orders are not able to be changed once placed, so please double check your order and address prior to checkout.

Returns and Refunds

To determine if a product is eligible for return, please see our standard return policy, found here. Please note that shipping, taxes, and duties are not refundable. All returns for international orders incur a 15% restocking fee to cover the costs associated with currency conversion and international taxes. Furthermore, international orders for human hair products (including human hair / synthetic blends) are not eligible for return.

All costs associated with return shipping are not covered or reimbursed. This includes return shipping, duties and taxes. If duties and taxes are due upon delivery of the return, these fees will be deducted from the refund.

Gifts with Purchase

Unless otherwise stated, international orders are not eligible for gifts with purchase.

Questions

If you have any questions, please contact us here.