REFUND POLICY

The EDIORIAN Quality Commitment: Returns & Exchanges

We design every pre-coloured bundle and lace system to meet the highest standards of luxury and technical excellence. Because raw, chemically perfected hair requires strict hygiene controls, our return policy is structured below to protect both our clients and our brand integrity.

All operations strictly align with the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

The Eligibility Matrix

Before initiating a request, please reference the quick-guide table below to determine if your order qualifies for a return or exchange:

The Return Protocol

If your items meet the strict eligibility criteria above, please follow this precise sequence to execute your return.

1.Initiate the Request:Step 1: Within 14 Days.

Contact our concierge team via email at contact@ediorianhair.com or via Instagram DM @ediorianhair. You must provide your order number, clear reasoning, and high-resolution photographs showcasing the untouched condition of the hair and its security bands.

2.Await Technical Authorization:Step 2: 1-2 Business Days.

Our team will review your photos to verify initial compliance. If approved, we will issue a formal Return Merchandise Authorization (RMA) and the secure return shipping address. Unauthorised returns sent without this step will be rejected at our facility.

3.Secure Tracked Transit:Step 3: Client Dispatch.

Package the items carefully in their original luxury packaging. Ship the parcel using a fully tracked, insured premium service. The client assumes responsibility for shipping costs and risk of loss during transit. (If the item is verified as structurally faulty, EDIORIAN Hair covers all shipping fees).

4.Multi-Point Inspection & Resolution:Step 4: Up to 10 Business Days.

Upon delivery, our laboratory team conducts a thorough physical inspection of the cuticles, bands, and lace texture. Once verified pristine, your refund is automatically processed back to your original payment method.

The Fine Print & Legalities

Strict Hygiene Exemptions

UK Law Compliance: Under Section 28(3)(a) of the Consumer Contracts Regulations 2013, hygiene-sensitive products that have been unsealed or handled after delivery are strictly exempt from the standard 14-day right to cancel. For safety and sanitary reasons, once the security zip-ties or bands are broken, the hair is considered consumed and cannot be returned under any circumstance.

Inherent Manufacturing Faults

Every piece undergoes multi-point quality control before shipping. In the rare event of a verified structural defect, your investment is fully protected under the Consumer Rights Act 2015. You have up to 30 days from delivery to report any issues with photographic and video evidence for a priority replacement or full refund 

FAQ

What is the origin and quality of the hair used? Our extensions are meticulously crafted from 100% Raw Vietnamese hair, globally revered for its exceptional tensile strength, rich natural luster, and unmatched longevity. Because the hair remains in its purest organic state prior to custom coloring, it maintains its cuticle health, offering an incredibly fluid, seamless blend.

Does the color bleed or fade over time? Because we use a refined, professional lifting and toning process rather than cheap industrial textiles dyes, our custom shades are locked into the hair's cortex. You will experience minimal to no bleeding. To keep the tones incredibly vibrant and prevent standard environmental fading, we recommend using entirely sulfate-free, color-safe care products.

Will the hair require further bleaching or toning when it arrives? No, and that is the core of our luxury experience. Our collections arrive pre-colored, pre-toned, and completely perfected. By delivering flawless, salon-finished results straight to your door, we eliminate the extra time, expense, and potential chemical damage of external processing.

Are the bundles single or double drawn? (Will my ends be thick?) Our bundles are heavily drawn to ensure consistent, luxurious thickness from the root all the way down to the ends. You won't have to deal with thin, wispy bottoms; every install delivers a rich, high-end density that looks incredibly healthy and full.

How many bundles do I need for a full, natural look? To achieve a flawless, voluminous finish, we recommend three bundles for standard lengths (up to 20"). For more dramatic, longer lengths (22" and beyond), we suggest four bundles to maintain ultimate fullness throughout.

How should I maintain the hair to prevent dryness after chemical processing? Raw hair that has been lifted requires moisture to stay fluid. We recommend a weekly routine using a deeply hydrating, color-safe mask. Always detangle gently from ends to roots, apply a lightweight heat protectant before styling, and sleep in a silk or satin bonnet. A comprehensive, premium care guide is beautifully packaged with every order.

Shipping & Delivery Policy

Order Processing & Shipping Timeline

• Processing Time: All orders require 5 business days to be processed and prepared.
  
• Shipping Timeframe: Once processing is complete, your order will be shipped within 2–3 business days.
  
• Pre-Orders: Pre-orders will ship on the designated date
  
• Business Days: Our business days are Monday–Friday and do not include weekends or public holidays.
  

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Please note that tracking numbers may take up to 48 hours to activate.

Estimated Shipping Times

Below are the estimated delivery windows after your package has been handed over to the courier, based on your location:

Shipping Disclaimers & Lost Packages

Address Verification: Please verify your shipping address is correct prior to completing checkout. We do not replace or refund orders that are unable to be delivered due to incorrect or incomplete addresses.

• Carrier Delays: We have no control over shipment delays, including warehouse processing, weather, or any other delay caused by the shipping carriers.
  
• Liability: Once your order has been shipped, we are not liable for lost, stolen, or missing packages as they are handled entirely by external courier parties.
  
• Lost/Missing Claims: If you believe your package is lost, stolen, or missing, we cannot directly refund or compensate you. Please contact and open a claim with the courier. Refunds or replacements cannot be considered until the courier has formally confirmed the parcel as lost or misdelivered.
  
• Delivered Status: We do not issue refunds for orders that have been scanned as "Delivered". Where a courier records a parcel as delivered—including deliveries marked as signed for, left in a safe place, or delivered according to the courier’s procedures—the delivery will be deemed complete unless the courier’s official investigation determines otherwise. If your tracking shows "Delivered" but you have not received it, please contact your local post office or courier to open a claim.
  

Terms of Agreement: By placing an order on our website, customers confirm that they have read, understood, and agreed to this delivery and lost parcels policy.