STORE POLICY

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Once your order has shipped, you will receive a shipment confirmation email with tracking details. All packages are shipped via UPS or USPS, and orders totaling over $450 will require a signature upon delivery for added security. Please ensure the email address provided at checkout is correct, as this is where tracking information will be sent.

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International Shipping Policy

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At this time, we do not ship outside of the United States.

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Responsibility for Shipped Packages

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Esmera Hair is not responsible for packages once they have been shipped. If your package is lost, stolen, or delayed, you must file a claim directly with the shipping courier. All packages include tracking information sent to the email address provided at checkout.

By completing your purchase, you agree to this policy and understand that Esmera Hair will not issue refunds or accept disputes for lost or stolen packages.

If you anticipate being unavailable for the delivery date, please contact USPS or UPS directly to arrange for your package to be held at your local facility.

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Accuracy of Billing and Shipping Information

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To ensure timely delivery, billing and shipping addresses must match. Esmera Hair is not responsible for delays caused by incorrect or incomplete address details. If you realize an error in your shipping address, please contact us immediately at esmerahair@gmail.com to update your information.

We reserve the right to: 
- Refuse or cancel orders where billing and shipping details do not align.
- Limit or cancel orders placed under the same account, credit card, or shipping address if deemed suspicious or made by resellers/distributors.

If your billing and shipping addresses do not match, your order will be automatically refunded.

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Return & Exchange Policy

Due to the nature of our products, ALL SALES ARE FINAL. Please review product descriptions carefully before completing your purchase.

If we make an error with your order, we will gladly correct it. Contact us at esmerahair@gmail.com within 4 business days of receiving your order. Items must be in their original, unused condition to qualify for a return. Returns sent back after the 4-day period or items that have been tampered with will not be accepted.

Once the wig is in your possession, Esmera Hair is no longer responsible for how it is maintained or used.

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ID Verification for High-Value Orders

To ensure the security of all transactions and protect against fraudulent activity, Esmera Hair reserves the right to request a valid government-issued photo ID for orders exceeding $500. This verification is used to confirm that the billing and payment details match the customer placing the order.

- The ID must match the name on the order and payment method.
- Customers will be notified via email if ID verification is required.
- All ID submissions will be handled securely and will not be stored beyond the verification process.

Failure to provide valid identification upon request may result in order cancellation and a full refund.

Pricing & Service Modifications

Prices and product availability are subject to change without notice. Esmera Hair reserves the right to modify or discontinue any service, product, or content without prior notice. We are not liable to you or any third party for price changes, service modifications, or discontinuations.

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Zero Tolerance Chargeback Policy

We strongly encourage customers to contact us at esmerahair@gmail.com before initiating a chargeback. Many issues can be resolved quickly and amicably.

Chargebacks are costly and disruptive. Fraudulent chargebacks, including those used to circumvent our policies, will result in:

- Reports filed with the Chargeback Protection Project, potentially affecting the customer’s ability to shop with other online retailers.
- Complaints filed with the Internet Fraud Complaint Center (IFCC), the Better Business Bureau (BBB), and the customer’s local authorities.
- Legal action, including mail fraud complaints if applicable, and referral to a collections agency for delinquent accounts.

We take these matters seriously to protect our business and ensure fair practices for all customers.

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