Shipping Policy

DULGE Shipping Policy

• 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.

• 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.

• 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.

Returns & Exchanges

DULGE Return, Refund & Exchange Policy

• 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.

• 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.

• 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.

• Once shipped, orders cannot be cancelled. If you wish to return, shipping costs are the customer's responsibility.

• 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.

• 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.