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Shipping Policy
DULGE Shipping Policy
AtΒ DULGE, we aim to make your shopping experience seamless. Please review our shipping details before placing an order.
Processing & Shipping Times
- Orders are processedΒ Monday to Friday (excluding public holidays).
- Please allowΒ 24-48 hoursΒ for order processing.
- Most hair extensions ship from ourΒ Melbourne shop, while some are sentΒ directly from our overseas factory.
- Standard delivery:Β 2-6 business days after dispatch (varies by location and demand).
- Made-to-order items (Bundles & Toppers): 7-9 business days.
- Store pickup is available forΒ in-stock items only, so please get in touch with usΒ beforehand.
Shipping Carriers & Tracking
We ship viaΒ Australia Post, DHL, and FedExΒ and provide tracking details once your order is on its way.
Important Shipping Information
- OrdersΒ wonβt be shippedΒ until payment is confirmed.
- Wholesale buyersΒ are responsible for shipping fees.
- Customs/duty feesΒ (if applicable) are the buyerβs responsibility.
- If multiple products are ordered, they may arrive separately, each with a unique tracking number.
- Lost packages:Β Once tracking confirms delivery, we are not responsible for lost or stolen packages.
- Signature-required deliveries:Β If youβre unavailable at delivery, youβll need to arrange a pickup or redelivery with the courier.
Returns & Shipping Costs
- If you order theΒ wrong item, colour, or sizeΒ or change your mind, return shipping (both ways) is at your expense.
- Refunds for delayed shipments are only processed once the item is returned to us after delivery.
If you have any shipping concerns, feel free toΒ email us atΒ info@dulge.com.auβweβre happy to assist!
Returns & Exchanges
DULGE Return, Refund & Exchange Policy
At Dulge, weβre committed to providing high-quality products and a seamless shopping experience. Please review our policy before purchasing.
Returns & Refunds
- 30-Day PolicyΒ β If thereβs aΒ quality issue, you can return or exchange withinΒ 30 daysΒ of delivery.
- Unopened & Unused OnlyΒ β Returns for change of mind must beΒ unopened and in original packaging.
- No Returns on Opened/Used ItemsΒ β Unless thereβs a quality issue.
- Made-to-Order & Clearance ItemsΒ β These areΒ non-returnable and non-refundable.
- Hair ExtensionsΒ β
- Slight colour/texture differences may occur due to batch variations. Refunds/exchanges applyΒ only if significantly different.
- No returnsΒ after extensions are dyed, bleached, or modified.
- Damages from useΒ (e.g., broken clips) are not covered.
Exchanges
- Customer ResponsibilityΒ β Return shipping costs apply for choosing the wrong colour/product or for a change of mind.
- TimeframeΒ β Items must be returned withinΒ 7 business daysΒ of approval with a valid tracking number.
Delivery Issues
- Lost/Stolen PackagesΒ β Once proof of delivery is provided, we are not liable.
- Undeliverable PackagesΒ β If returned due to a missed delivery, aΒ double shipping feeΒ applies.
- Delayed DeliveryΒ β Refunds areΒ not provided for minor delays. If you refuse delivery, you must return the product first.
Order Cancellations
- Once shipped, orders cannot be cancelled. If you wish to return, shipping costs are the customer's responsibility.
Refund Process
- Approval RequiredΒ β Contact us with photos/videos before returning.
- Processing TimeΒ β Refunds are processedΒ within 5 business daysΒ after inspection.
- Payment Provider DelaysΒ β Any delays after processing must be resolved with your bank.
Other Important Notes
- Free Gifts & BundlesΒ β Refunds/returns require all included gifts/items.
- Home Damage & MisuseΒ β We are not liable for damage due to DIY modifications or improper use.
- Final DecisionΒ β Dulge reserves the right to reject returns or refunds if proof is insufficient.
For any questions, feel free to reach outβweβre here to help!