Ouielle hair is made to order. We do not hold finished sets in a warehouse ready to post, so a change to an order is not a small administrative task - it usually means stopping one build and starting another. This policy sets out what we can change, when, and what happens to the order when we do.
It applies alongside our Terms of Service, Refund, Exchange & Cancellation Policy, Shipping Policy and Privacy Policy. Where anything here differs from those, they apply.
A change to shade, length, weight, method or quantity can be requested within 24 hours of the order being placed. After 24 hours the order has been allocated and entered production and cannot be changed.
Ouielle will action one change request per order. Once that change is confirmed the order is final and no further changes of any kind can be made.
An accepted change cancels the original order and creates a new one. All timeframes restart from the date the change is confirmed, not from the date of the original order. Any estimate given for the original order no longer applies and is not carried over.
A change takes effect only when you reply in writing confirming the new item, the new price and the new timeframe. Until we have that written confirmation your original order stands and continues to be produced.
Custom, bespoke and made-to-order items are sourced, dyed and hand-finished individually. No ship date can be given for them and none is implied. They cannot be expedited, they cannot be cancelled once confirmed, and they are final sale. Changing to a custom item means accepting these terms as part of that change.
Ouielle does not accept or guarantee delivery deadlines, including for weddings, events, photoshoots or travel. If your order is needed by a specific date, please tell us before you order so we can advise whether it is realistic, and we may decline an order we do not believe can arrive in time. A deadline raised after an order is placed does not create an obligation on Ouielle and is not grounds for cancellation or refund.
Any additional product, credit or discount offered to resolve a situation is discretionary, one-time and final sale. It has no cash value, cannot be exchanged or refunded, and is offered on the basis that the matter is closed. It is withdrawn if further demands are made, and it is forfeited if a chargeback is raised.
An order that has been changed cannot be cancelled for a full refund. Where cancellation is possible, a 20% restocking and processing fee applies, in line with our Refund, Exchange & Cancellation Policy. This fee reflects the costs already incurred on the order - allocation of hair, production time already spent, payment processing charges that are not returned to us, and restocking - and is not a penalty. Custom and made-to-order items cannot be cancelled at any point.
Once an order has been dispatched it cannot be changed, recalled or cancelled. If a package is returned to us unopened and with all seals intact we will assess it on receipt. The restocking and processing fee applies and shipping is not refunded.
We answer messages Monday to Friday during business hours, Pacific Time, and reply within one business day. Messages sent outside those hours are answered on the next business day. Sending repeated messages does not change the timeframe of an order and does not bring a reply forward.
We treat every customer with courtesy and we ask for the same in return. Where a customer is abusive, threatening or repeatedly demanding after a position has been given in writing, Ouielle may close the order, issue any refund that is properly due, and decline future orders. This does not affect any refund a customer is genuinely owed.
Ouielle keeps a full written record of every order, change and agreement. Where a chargeback is raised we submit that record in full, including your written acceptance of any change, any goodwill offered, and the delivery evidence. Goods that have been received must be returned unopened and with all seals intact before any amount is returned. A chargeback raised after a change has been accepted in writing withdraws any goodwill given as part of it.
If you are unsure about a shade, a length or the timing, ask us before you place the order rather than after. We would far rather spend the time up front than change an order that has already started.
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