Shipping Policy
DULGE Shipping Policy
At DULGE, we aim to make your shopping experience seamless. Please review our shipping details before placing an order.
Processing & Shipping Times
- Orders are processed Monday to Friday (excluding public holidays).
- Please allow 24-48 hours for order processing.
- Most hair extensions ship from our Melbourne shop, while some are sent directly from our overseas factory.
- Standard delivery: 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 for in-stock items only, so please get in touch with us beforehand.
Shipping Carriers & Tracking
We ship via Australia Post, DHL, and FedEx and provide tracking details once your order is on its way.
Important Shipping Information
- Orders won’t be shipped until payment is confirmed.
- Wholesale buyers are responsible for shipping fees.
- Customs/duty fees (if applicable) are the buyer’s responsibility.
- If multiple products are ordered, they may arrive separately, each with a unique tracking number.
- Lost packages: Once tracking confirms delivery, we are not responsible for lost or stolen packages.
- Signature-required deliveries: If you’re unavailable at delivery, you’ll need to arrange a pickup or redelivery with the courier.
Returns & Shipping Costs
- If you order the wrong item, colour, or size 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 to email us at info@dulge.com.au—we’re happy to assist!
Returns & Exchanges
DULGE Return, Refund & Exchange Policy
At Dulge, we’re committed to providing high-quality products and a seamless shopping experience. Please review our policy before purchasing.
Returns & Refunds
- 30-Day Policy – If there’s a quality issue, you can return or exchange within 30 days of delivery.
- Unopened & Unused Only – Returns for change of mind must be unopened and in original packaging.
- No Returns on Opened/Used Items – Unless there’s a quality issue.
- Made-to-Order & Clearance Items – These are non-returnable and non-refundable.
- Hair Extensions –
- Slight colour/texture differences may occur due to batch variations. Refunds/exchanges apply only if significantly different.
- No returns after extensions are dyed, bleached, or modified.
- Damages from use (e.g., broken clips) are not covered.
Exchanges
- Customer Responsibility – Return shipping costs apply for choosing the wrong colour/product or for a change of mind.
- Timeframe – Items must be returned within 7 business days of approval with a valid tracking number.
Delivery Issues
- Lost/Stolen Packages – Once proof of delivery is provided, we are not liable.
- Undeliverable Packages – If returned due to a missed delivery, a double shipping fee applies.
- Delayed Delivery – Refunds are 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 Required – Contact us with photos/videos before returning.
- Processing Time – Refunds are processed within 5 business days after inspection.
- Payment Provider Delays – Any delays after processing must be resolved with your bank.
Other Important Notes
- Free Gifts & Bundles – Refunds/returns require all included gifts/items.
- Home Damage & Misuse – We are not liable for damage due to DIY modifications or improper use.
- Final Decision – Dulge reserves the right to reject returns or refunds if proof is insufficient.
For any questions, feel free to reach out—we’re here to help!
Before & After
