Frequently Asked Questions

1. What is your return policy or exchange policy?

Yes, we are pleased to offer a return policy on unopened hair extensions within seven (7) days within you receiving your order. We find that we have very low return rates and we are proud of the high quality hair extensions that we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on hair extensions that have not been opened, worn or tampered with.

*Be sure to include the TESTER portion from your set of Promise Locks extensions, as it is part of the set of extensions!! The TESTER piece may NOT be dyed, cut or altered in any way in order to still receive a refund for the extensions! 

2. What if my shipment doesn't arrive?

Promise Locks does not take responsibility for products that are sent to you unregistered. Promise Locks does not offer refunds for items sent without a tracking number. If you would like your purchase sent registered with a tracking number this will be at an additional cost to you. 

3. May I return my order?

We are more than happy to accommodate returns on hair extensions that have NOT been opened, worn or tampered with. You may return your Promise Locks extensions order ONLY if they have been unopened and not taken out of the packaging. Promise Locks extensions are packaged with a special security seal, which identifies if the extensions have been taken out.

4. Why are Promise Locks extensions non-returnable if opened?

Human hair extensions are considered a hygienic product. Therefore, we do not offer returns or exchanges if the safety seal on the packaging has been broken. 

5. How do I make a return?

You must contact us first at hello[at]promisesa[dot]com within the seven (7) day return period. All Promise Locks extensions must be shipped back unopened in the original packaging and the packaging must not be defaced in any way or a return will not be issued. 

We will then provide you with our return address, which is in Johannesburg, South Africa, where the returned items will be inspected to see if you qualify for a return. Opened merchandise will not be refunded or exchanged. 

6. Do I have to pay for the shipping of my return?

You are responsible for all return or exchange shipping costs and we recommend that you send your return with a tracking number because Promise Locks will not be responsible for lost returns. We will not be responsible for brokerage fees to clear the parcel. 

Also, please indicate on package “RETURN, NO DUTIES” or your package will be returned to you and/or you may be liable for custom charges if any. 

7. When will I receive my refund?

A full refund, excluding the original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the returned hair extensions were not opened and taken out of the cardboard backing which is protected by a security seal.

8. How may I contact you?

You may contact us by e-mail at hello[at]promisesa[dot]com and we will reply to your email in less than 24 hours.