FREQUENTLY ASKED QUESTIONS

Our friendly customer support team is also available to help with colour matching and any questions you may have regarding our products.

GENERAL QUESTIONS

I am a salon owner or hairdresser and I would like to get wholesale pricing. How can I take advantage of this?

Missy Lox is a brand exclusive created for salon and hairdressers like you, where you can enjoy the highest grade of Remy human hair extensions at amazing exclusive wholesale prices.Simply sign up for your free account by clicking HERE. Once the account has been reviewed and approved, you’re now ready to make your very first wholesale purchase online!

I am still deciding which products to go with, but I do not want to miss out on stocks. Can I have the product reserved or put on hold for me?

Although we generally work on a first-order placed, first-serve basis due to the high volume of orders we get on a daily, we may consider this on some occasion depending on the product. However, a fee of $25 will be charged for the processing and holding of items at the warehouse. Once you decided to proceed with the purchase, the $25 will be deducted towards your purchase total amount. However, this fee is non-refundable should you decide to cancel the order. This is because the warehouse charges a standard holding fee for keeping items on the shelves for an extended period of time.

RETURN,REFUND & EXCHANGE

What is your return policy?

Here at Missy Lox, our client’s business success is our priority by providing products and services that will surely be loved not just by our clients, but also our clients’ clients. We do understand that there are times you may need to return the item for a refund or return it to exchange for a longer or shorter hair length or colour that’ll work for your clients. In the event you get caught in any of these situations, Missy Lox has you covered! As long as your purchased items are within 100 days from their purchase date, unused and undamaged, you may be eligible.

All you got to do is simply send us photos of the product that you’d like to return in its original packaging and condition you received them and send it to info@missylo.com. Our customer support team will review and approve your request and send the refund amount to your bank account, PayPal or credit card the total amount exclusive of the shipping fee. Or if you are after to swap your original items to a different length or colour, our customer support team will process your order. Please note that shipping fees are covered by the customer both ways. We also highly recommend using postage with tracking service with signature upon delivery when returning an item back to Missy Lox as we do not take any responsibility for items that may get lost in transit.

To also ensure safety and hygiene standards are met, any product which has been worn in the hair cannot be exchanged or refunded. We do allow for you to take it out of the packaging to hold up to your client’s hair to see if colour matches the hair, however, if the hair extensions bundle have already been damaged or packaging damaged, a repackaging fee of $15 will be applicable and deducted from your refund, or will need to be paid on top of reshipping fee for exchange requests.

If you need to return or request for swap, simply follow these steps:

  • Send us photos of the item/s that you’d like to return and send it via email at info@missylo.com, or you can call us at (+61) 1300-656-968 to discuss why you’d like a refund or exchange.
  • If you’re eligible for a refund/exchange under our policy guidelines, you may send the item back to us and we will contact you as soon as we receive the returned goods. Please note that applicable shipping fees are to be shouldered by the customer.

For FULL return policy details, please click here.

I’d like to return an item that was never used but has already been unbundled or has damaged packaging. Can I still return this?

In the event that you need to return your Missy Lox products, particularly hair extensions, as long as it is within 100 days from its purchase date, unused and unaltered in any way, you may contact our customer support team via email or by calling us to discuss the process. However, please note that a repackaging fee of $15 will be applicable and the shipping fee for both ways are to be covered by the customer.

How can I pay for the repackaging fee or reshipping fee if I want to return an item for exchange?

You can pay for the applicable fees over the phone using a credit card or we can send you a payment request via PayPal, whichever you find more convenient. Once the payments have been confirmed, we will then process your request.

For more information, you may email us at info@missylo.com or call us at (+61) 1300-656-968.

QUESTIONS REGARDING SHIPPING & TRACKING

What are your delivery options?

Missy Lox offers both Regular, Express and Same Day Delivery (Sydney Only) to ensure that your orders get to your salons right on time for your customers’ hair appointments. We ship via Australia Post for Regular and Express Services, while we partner with Go Logistics for Same Business Day Delivery.

REGULAR SHIPPING:
If your client has booked her hair appointment week/weeks in advance, you can just go for our Regular Postage for only $8 and receive the item within 3 to 7 business days from the time it leaves our warehouse.

EXPRESS SHIPPING/NEXT DAY DELIVERY: If you are working on limited time before your client’s appointment, you may want to consider out fastest option for only $10.99 and receive your Missy Lox products in 1 to 3 business days from the day it leaves our warehouse.

SAME BUSINESS DAY DELIVERY (SYDNEY ONLY): Hair fashion emergency is a real thing! And so, we offer Same Business Day option for select areas in Sydney for only $19 and you can expect to receive your orders within the same business day. However, please note that our cut-off time for this delivery option is at 9 AM AEST Mondays to Fridays only.

What if you missed the 9 AM cut-off? Well, you can still place your order no later than 1:30 PM AEST (Mondays to Fridays) and we’ll have your orders picked up by Go Logistics in the afternoon. You will expect to receive your orders first thing in the morning, next business day. And if you happen to place an order Friday after 9 AM and over the weekend, we will have your orders packed and shipped out Monday and expect to receive it until around 7 PM.

Not sure if you are within the Same Day Delivery Zone? Check out the covered areas by clicking HERE.

Please note, Missy Lox strictly observes 1:30 PM AEST cut-off time for regular and express delivery requests from Mondays to Fridays and 9 AM AEST Mondays to Fridays for Same Business Day Delivery (SYDNEY ORDERS ONLY). Delivery lead times are purely based on the shipping companies’ timelines. Any delays caused by any of the 3rd party shipping companies such as but not limited to system delays, traffic condition or acts of God are beyond our control.

How will I know if my order has been shipped and how to track it?

Once your order has been packed, dispatched and scanned by the delivery driver, you will receive an email notification stating your tracking number and name of the shipping company that will be responsible for delivering your items. Once you have the tracking number sent via email, you may then proceed to AU Post or Gologistics websites to track your order using their online tracking tools. Please also note that it may take a while for information to synch online, so we recommend tracking your orders after 5 PM for deliveries via AU post or 1 PM for Gologistics deliveries.

All deliveries via AU Post that are dispatched from our warehouse should have an alphanumerical value starting with AXL + series of numbers or for orders dispatched form any of our local offices will contain 2 letters + 9 digits and ends in AU, example EE123456789AU. For Gologistics deliveries dispatched from our warehouse, tracking numbers should start with S3100 + number series.

You may track your deliveries by clicking on the courier names:

Do you ship orders internationally?

We love partnering with salons and hairdressers all over the world and we make sure that we make shopping with Missy Lox convenient for our Non-AU clients. We offer Regular International Shipping for only $25, and you can expect to receive your orders within 10 to 15 business days from the time it leaves our warehouse. However, if you’re so stoked to see your Missy Lox orders soon, you may want to consider getting our Express International Shipping for only $50 and get it in 5 to 7 business days!

Please note, all international deliveries may be subject to fees such as customs, duties and local taxes in their country. If you are concerned about incurring possible fees, please contact our customer support team at info@missylo.com and we’d be more than happy to look into your countries import tax rules and regulations. Missy Lox will not be held liable for payment of customs fees when the item enters your country as this is the buyer’s responsibility.

International delivery lead times may vary depending on the country of destination. Lead time provided above covers the actual delivery of goods from our warehouse to your country but does not include any customs hold time, public holidays including weekends. Any delays caused by any of the 3rd party shipping companies such as but not limited to system delays, traffic condition or acts of God are beyond our control.

What happens if my order was lost in transit?

Losing your package while in transit is truly any online shoppers’ nightmare and none of us would ever wish to have this dreaded experience. However, to ensure that the orders get to you and on time, we always recommend providing us with your complete delivery address to avoid any delays and avoid your order from being redirected elsewhere. We also recommend contacting the shipping company to lodge any necessary investigation should this incident happen.

Missy Lox will not be held liable for any orders lost in transit as all orders received via our website are automatically being pushed to our warehouse system for packing and immediate dispatch.

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