Shipping & Returns Policy

At VGirl Hair, we offer fast, reliable shipping across South Africa and a clear returns process. This page covers shipping, returns, exchanges, and refunds for orders placed on VGirlHair.com.

1. Shipping Within South Africa

1.1 Processing Time

All orders are processed and dispatched from our South African warehouse within 24–48 hours after payment is confirmed, excluding weekends and public holidays. During major promotions (e.g. Black Friday, Mother’s Day), processing may take slightly longer; we will notify you of any expected delays on our homepage.

1.2 Delivery Time & Couriers

Once dispatched, most orders are delivered within 2–5 working days, depending on your location. We work with trusted South African courier partners, including:

• The Courier Guy
• Aramex
• PostNet / PAXI
• Or other reputable local couriers, depending on your area and order size

Delivery times are estimates and not guaranteed, as they may be affected by courier delays, weather, load shedding, strikes, or other circumstances beyond our control.

1.3 Shipping Fees

We offer free standard shipping on orders above a set order value (as displayed at checkout). For orders below this threshold, a flat shipping fee will be calculated and shown at checkout before you confirm payment.

1.4 Delivery Address

Please ensure your delivery address is complete and accurate, including street name, house/apartment number, suburb, city, and postal code, plus a valid contact number. We are currently unable to deliver to P.O. Box addresses — a physical street address is required for courier delivery.

VGirl Hair is not responsible for delays or non-delivery caused by an incomplete, incorrect, or outdated address provided by the customer. If a parcel is returned to us due to an address error on the customer’s side, the customer will be responsible for the re-delivery shipping cost.

1.5 Order Tracking

Once your order has shipped, you will receive a tracking number via email/SMS so you can follow your parcel’s journey. If you have any concerns about your tracking status, please contact [email protected] and we will follow up with the courier on your behalf.

2. International Shipping

Currently, VGirlHair.com primarily serves customers within South Africa. If international shipping becomes available to your country, shipping costs, duties, and delivery times will be clearly displayed at checkout. Any import duties or customs fees charged by your local authority are the responsibility of the customer and are not included in our shipping fees.

3. Returns (30-Day Window)

3.1 Return Window

We want you to love your new look. If you are not completely satisfied, you may request a return within 30 days of the delivery date.

3.2 Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

• The item is unworn, unwashed, uncut, uncoloured, and not styled or altered in any way.
• The item is in its original packaging, with the original hair net, tags, and any accessories included.
• You have proof of purchase (order number or receipt).
• The item is not on the non-returnable list below.

3.3 Non-Returnable Items

3.4 How to Start a Return

1. Email [email protected] within 30 days of delivery. Include your order number, the item(s) you wish to return, the reason for return, and clear photos where helpful.
2. Our team will review your request and, if approved, send you the return address and a Return Authorization within 1–2 business days.
3. Carefully pack the item in its original packaging and ship it back to the address provided.
4. Once we receive and inspect the returned item, we will notify you of the approval status of your refund or exchange.

Please do not send your return before receiving Return Authorization, as unauthorized returns may be delayed or cannot be processed.

3.5 Return Shipping Costs

• If the return is due to our error (wrong item sent, quality defect, etc.), we will cover the return shipping cost.
• If the return is due to change of mind or customer-side error (e.g. wrong size/colour selected), the customer is responsible for the return shipping cost.

3.6 Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact us within 7 days of delivery at [email protected] with your order number and clear photos/videos of the issue. We will arrange a free replacement, exchange, or refund as quickly as possible — no return shipping cost will be charged to you in this case.

4. Exchanges

Need a different length, colour, or texture? We’re happy to help with an exchange, subject to the same eligibility conditions as returns. Mention that you would like an exchange when emailing [email protected], and we will guide you through the process. Once we receive and inspect your returned item, we’ll dispatch your replacement. Where the exchange is due to our error, we cover the related shipping cost.

5. Refunds

Approved refunds are returned to your original payment method within 5–10 working days of us receiving and approving the returned item. Your bank may take a few additional days to reflect the credit.

Original outbound shipping costs are non-refundable unless we made an error (for example, sending the wrong item or a defective product).

6. Cancellations

Orders can be cancelled within 24 hours of purchase, as long as they have not been dispatched yet. Email [email protected] with your order number as soon as possible. Once an order has shipped, cancellation is no longer possible — but you may follow the return process once it arrives.

7. Lost or Delayed Parcels

If your tracking has not updated for an extended period, or your parcel appears to be delayed, please contact [email protected] and we will investigate with the courier. If a parcel is confirmed lost in transit, we will offer you a free reshipment or full refund.

8. Questions?

Our customer care team is happy to help with shipping, returns, exchanges, or refunds. Email [email protected] or visit our Contact Us page.