FAQ
Order, Processing & Return Policy
At Haiku , we are intentional about the hair we offer. We work with selected suppliers and choose products based on the details that matter most, including fullness, softness, texture, lace quality, length, and overall performance.
Before an order is packaged, the hair is reviewed for noticeable defects, incorrect lengths, damaged lace, unusual odor, excessive shedding, and major texture concerns. Our goal is to make sure every order reflects the level of quality we want associated with Haiku .
Order Processing
Most Haiku products are sourced or prepared after an order is placed. This allows us to offer more lengths, lace options, and styles without limiting customers to a small amount of ready-to-ship inventory.
Please allow 7-10 business days for processing before your order is shipped.
Processing includes:
- Confirming your order details
- Sourcing or preparing your selected products
- Inspecting the hair
- Packaging your order for shipment
Business days do not include Saturdays, Sundays, or holidays.
The processing period begins on the next business day after your order is placed. Shipping time is separate and begins once the package has been accepted by the shipping carrier.
Tracking information will be sent to the email address provided at checkout once the order ships.
Shipping Policy
Shipping times shown at checkout are carrier estimates and do not include the 5-7 business-day processing period.
Although we work to prepare and ship orders as quickly as possible, delays may occasionally happen because of:
- Weather
- Holidays
- Carrier disruptions
- High shipping volume
- Supplier or inventory delays
- Incorrect or incomplete shipping information
Customers are responsible for entering a complete and accurate shipping address at checkout.
Please contact us as soon as possible if you notice an address error. Once an order has shipped, we may not be able to change or redirect the delivery address.
Return and Refund Policy
Due to the hygienic nature of hair extensions, wigs, closures, and frontals, we do not accept returns for unwanted items, used items, or products that have been altered.
This includes orders where the customer:
- Changes their mind
- Orders the wrong length or lace option
- No longer wants the product
- Attempts to return a product after opening, wearing, installing, or altering it
Please carefully review all product details and order selections before completing checkout.
A return, replacement, store credit, or refund may only be considered when:
- The incorrect product was received
- The product arrived visibly damaged
- A verified manufacturing defect exists
All concerns are reviewed individually. Submitting a request does not automatically guarantee a refund or replacement.
Reporting an Order Issue
Any issue must be reported within 3 calendar days of delivery, based on the delivery date shown by the shipping carrier.
Your message must include:
- Your full name
- Your order number
- A clear description of the issue
- Clear photos and videos of the product
- A photo of the original packaging and shipping label
Please send all order concerns to:
Requests submitted after the three-day period may not be eligible for review.
Return Eligibility
To be considered for a return, replacement, store credit, or refund, the product must remain in the exact condition in which it was received.
The hair cannot be:
- Installed or worn
- Washed or conditioned
- Combed, brushed, or excessively handled
- Cut or trimmed
- Colored, bleached, or chemically processed
- Heat styled
- Plucked or customized
- Sprayed with products
- Removed from its original bands or packaging
The lace on wigs, closures, and frontals must remain completely uncut and unaltered.
Do not send a product back without contacting Haiku and receiving approval. Unauthorized returns may be refused and returned to the customer.
Approved Resolutions
After the concern is reviewed, an approved resolution may include:
- Replacement of the affected product
- Store credit
- Partial refund
- Full refund
The resolution will depend on the specific issue and the condition of the product.
If Haiku sent the wrong product or a verified defective product, return instructions will be provided. Products that do not meet the return conditions may be denied after inspection.
Hair Care and Product Handling
Curly textures may appear shorter while curled because of shrinkage. Length is measured with the hair gently stretched.
Some shedding is normal, especially during detangling, washing, or styling. Rough handling, excessive brushing, cutting the wefts, improper installation, and lack of moisture may increase shedding.
Proper care is important for maintaining the softness, fullness, and curl pattern of the hair.
Lost, Stolen or Delivered Packages
Once an order has been accepted by the shipping carrier, delivery is handled by that carrier.
When tracking shows that a package was delivered, Haiku is not responsible for packages that are later reported as missing or stolen.
Customers should first:
- Check around the delivery location
- Ask household members or neighbors
- Check with building management or the front desk
- Contact the shipping carrier
We will provide available shipment information and assist with a carrier investigation when possible. However, a replacement or refund is not guaranteed for a package that the carrier has confirmed as delivered.
Cancellation Policy
Orders may only be canceled or changed within 24 hours of purchase, provided sourcing, preparation, or processing has not already begun.
Once processing begins, the order cannot be canceled because the selected products may have already been ordered or prepared specifically for the customer.
Requests to change a length, lace option, shipping address, or product are not guaranteed. Please review the entire order carefully before completing checkout.
Policy Agreement
By completing a purchase with Haiku, you confirm that you have reviewed and agreed to our processing times, shipping terms, return conditions, and cancellation policy.