Ouielle hair is made to order. We do not hold finished sets in a warehouse ready to post. Every order is allocated, cut, wefted or taped, quality-checked and packed individually, and the timeline below reflects that.
Taken together, most orders arrive within three to five weeks of being placed. All timeframes are estimates in business days and are not guaranteed. They exclude weekends, Canadian and PRC public holidays, and peak seasons. Delays can happen around holidays and busy periods.
Puerto Rico, Alaska and Hawaii take an additional 3-5 business days beyond the transit window above.
All prices on Ouielle exclude shipping fees. Your Ouielle extensions are shipped directly from our manufacturer in the PRC. We ship Monday through Friday, excluding weekends and PRC holidays.
Orders are shipped with DHL, FedEx or UPS, and may be handed to a local postal carrier for final delivery. We require signature upon delivery for all orders.
If we are unable to process your order due to inaccurate or incomplete payment or incorrect address information, your order processing may be delayed an additional 3-5 business days. All addresses are verified through our shipping partners.
Please note: many shipping companies do not deliver to PO boxes. If you provide a PO box we will contact you for an alternative address, and your order will be held until we receive one.
Shipping is free on qualifying orders. At the time of writing, orders of $175 USD and over ship free within the United States, orders of $150 USD and over ship free within Canada, and free shipping is available internationally.
Where a shipping fee applies, the rate and the amount are shown at checkout before you pay. The rate displayed at checkout is the rate that applies to your order. Promotional free shipping offers are run from time to time and are shown at checkout when they apply. Fees are subject to change.
Certain shades are not held in stock and are made for you from raw material that must be sourced, dyed and hand-finished. These are our most complex colours. Where an item is purchased on back order or as a made-to-order shade, no ship date can be given. These items are produced in the order in which they are received, they cannot be expedited, and the transit timeframes above apply only once the item has been made and dispatched.
International customers (outside the United States) are responsible for all import duties, customs charges and local taxes charged by their country. We are unable to advise what these fees may be and recommend contacting your country's customs office or tax agent for the charges and rates that apply to a package arriving from outside your country.
We cannot guarantee whether or not you will be charged customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government.
We are not responsible for any delays caused by a destination country's customs clearance processes. Shipping to certain countries may require an additional shipping fee due to geographical location.
On rare occasions international shipping to some countries can take considerably longer than the timeframes above. Destinations that have historically been slower to clear include India, Germany, the Netherlands, Italy, Brazil, Russia, Saudi Arabia and the United Arab Emirates.
Once your payment has cleared you will receive an email confirming that your order has been received. You will receive a further email once your order has shipped, which may include your tracking number and a link to follow the journey of your package.
Tracking information can take 24-48 hours to begin updating after a label is created. A label being created does not mean the package has left us.
It is the responsibility of the buyer to make sure that they enter the address correctly. We cannot guarantee address changes due to strict shipping schedules. Please double-check the address you are entering, as we will not be held responsible for packages that are sent to the wrong address entered by the buyer.
If your order has already been processed or has already shipped, we cannot change the address. In that case we must wait to see whether the package is returned to us, and if it is, we will be able to provide you with an exchange or a refund.
We are not and cannot be held responsible for lost or stolen packages. It is the customer's responsibility to retrieve their delivery and to accept all losses in the case of damage or loss in transit. Claims can be made with the shipping provider where the fault lies with them.
In the event that a tracking number states delivery was made to the customer's address, Ouielle does not offer refunds if the item is claimed not to have been delivered. Ouielle offers delivery with signature confirmation. If an item is not received when tracking information confirms delivery, please contact the shipping carrier for assistance.
All styling tools purchased with a discount code are considered final sale items and are not eligible for return, exchange or warranty replacement. Ouielle professional styling tools may only be returned or exchanged if the item was purchased at full price, and a restocking fee of $29.99 will be deducted once the item is returned.
Clip-in extensions and ponytails are considered final sale items and are not eligible for returns or exchanges beyond our exchange period.
Security confirmation may delay shipping times because additional information is required from the customer in order to verify a purchase. This is one of the ways we work to prevent unauthorised purchases for our customers.
Security confirmation may be required if any of the following apply:
We are unable to accept orders for delivery to the following countries and regions. Checkout will not offer a shipping rate to these destinations.
Albania, Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cabo Verde, Cameroon, Central African Republic, Chad, Comoros, Congo, Cote d'Ivoire, Cuba, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Iran, Iraq, Kazakhstan, Kenya, Lebanon, Lesotho, Liberia, Libya, Lithuania, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, North Korea, Pakistan, Rwanda, Sao Tome and Principe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa, South Sudan, Sudan, Swaziland, Syria, Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.
If anything about your order or its timeline is unclear, contact us before the order is placed or as soon as possible afterwards, and we will tell you exactly where your set is in the process.
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