Frequently Asked Questions
Refunds and Order Issues
If your order is returned to us due to an invalid address provided at checkout, you are responsible for reshipping charges. If you choose not to have the order reshipped, we’ll issue a refund minus the original shipping charges.
No. We only accept exchanges for unopened, unused bundles with the tamper seal intact, as hair extensions are a hygienic product.
If you're unhappy with your purchase, we can exchange the value of the unopened bundles for styling products of equal or greater value. If you’re unable to exchange the product, we encourage you to try it, gift it to a friend, or consider composting it.
Please note: Styling products are final sale and cannot be exchanged or refunded.
Email us at hi@rebundle.co with your order number and the reason for the exchange. Exchanges must be approved via email before a return label is sent. Your items will be reviewed upon receipt and only unopened bundles will be eligible for an exchange. Shipping charges are not eligible for refund.
If your items arrive damaged or faulty, we will reship your order at no cost. Please expect that our customer service team will request photos for verification purposes.
Shipping
U.S. orders ship via USPS Ground (4–8 business days) or UPS (2-day and overnight). International shipping times vary. We offer free U.S. shipping on orders over $200.
Please note: Shipping time is separate from fulfillment time, which is the time our warehouse needs to process your order. Check your confirmation email for the estimated fulfillment window. We recommend booking hair appointments only after you receive your shipping confirmation.
All customers are responsible for ensuring that the shipping address entered is a safe, secure address. We are unable to cover the cost of lost or stolen packages, nor do we have the ability to collaborate with the shipping company to locate your packages, especially if the tracking information confirms the delivery of package. We can only check the tracking information, the same one that is provided to you.
Route Package Protection is available for purchase at checkout if such a case arrises. To file a claim, please refer to your order confirmation and follow the steps.
If you purchased Route Package Protection, file a claim. Please note that we can only Issue a refund for lost, damaged, or stolen packages IF Route approves the claim. Please do not email us asking us to file the claim on your behalf, as we cannot do so.
Due to new compliance requirements in Canada, all Canadian orders must now be placed directly through Beauté Ébène.
International Orders
Yes, if your country is supported in Shopify Markets, you’ll be able to place an international order. Shipping rates and duties are typically calculated at checkout so you see the full cost upfront.
For most countries, yes.
We use Shopify’s Managed Markets to automatically calculate duties, taxes, and shipping at checkout. This helps ensure that no extra fees are charged when your package is delivered.
Some countries do not support Shopify’s duty and tax estimator. If duties are not shown at checkout, it means they cannot be calculated, and you will be responsible for paying them upon delivery. Your local customs office will collect any required fees before releasing your package, so please review your country’s import rules before ordering.
If your country does not support prepaid duties, we recommend:
- Reviewing customs fees in your country before ordering
- Being prepared for additional charges at delivery
- Waiting until Shopify support becomes available for your region
Orders
Yes! For wholesale inquiries for salons and beauty supply stores, please email orders@rebundle.co.
Unfortunately, orders cannot be canceled.
Press
You can reach us at hi@rebundle.co and we'll be in contact if we'd like to work with you!