Shipping & Returns

Below you will find Lace Xclusive’s current Payment, Shipping, and Refund/Exchange policy. Please read it carefully as this policy is in force at the time of your purchase. For more detailed terms and for the Warranties on our products, please view these on our website: www.lacexclusive.com. Any purchase you make is also bound by the terms on our website. Any conflicts shall be resolved at the discretion of Lace Xclusive, LLC. The policy listed below supersedes any other written document you may have received prior to today's date. If you have any questions or comments about this policy, please do not hesitate to contact us toll free at 1(866) 491-2720 or email us at customerservice@lacexclusive.com.

Payment Policy
Lace Xclusive can only ship to the BILLING address of the card used. Products to unconfirmed addresses are not shippable. Failure to adhere to this policy will result in an authorization hold placed on the customer's card by the card-issuer. As a result, the order will be DECLINED by our website and the authorized funds may be subtracted from the customer's available balance, and an online statement may show the authorization request, which might be mistaken for an actual charge. The card issuer is the only one able to remove the hold.

Effective immediately, the following payment policy MUST be adhered to; THERE ARE NO EXCEPTIONS. ALL Lace Xclusive CLIENTS MUST READ, UNDERSTAND AND ADHERE TO THIS POLICY except by other written arrangements approved by Lace Xclusive. Any payment made without regard to this payment policy will not be accepted.

We currently accept all major credit and debit cards online ONLY through PayPal and the Authorize.net merchant processor. If paying via an online invoice, Payments must be made within two (2) calendar days of transmission of the invoice to you, unless other Lace Xclusive approved arrangements have been made prior to purchase. Failure to submit payment in a timely manner, will result in cancellation of the invoice and the order.

For all custom orders, our typical policy is to collect payment of 50% of total order price on the date of placing order. The remaining 50% is due before shipment of the products. Because our inventory is constantly changing, lace wig orders may take about 2 weeks depending on the customization of the order. Please carefully review our regular terms and conditions, as well as our warranties, prior to your purchase.

ONLINE Refund/Exchange Policy
Returns are welcomed if items are unopened and returned in their original selling condition within 3 calendar days of receipt. Please fill out and submit the Merchandise Return Form with you return/exchange. Failure to submit the form will delay the refund/exchange process. All tags and packaging must be intact and not tampered with and the Lace Xclusive Label should not be tampered with or removed. THE HAIR CAN NOT BE EXCHANGED AFTER IT HAS BEEN WASHED OR USED! The coils on the Curly hair must be intact. Under no circumstances should the coils be pulled apart, finger combed or brushed. If the coil pattern is broken on the curly hair a return/exchange will not be feasible. Hair must be returned in the same form the hair was given. If for some reason you have a problem with your order please contact us immediately. Customer satisfaction is Lace Xclusive top priority. If you receive what you believe to be a defective or damaged product, notify us immediately via email with photos attached, and Lace Xclusive will issue a full refund or exchange. Once any product purchased from Lace Xclusive is used or tampered with, ALL SALES are deemed FINAL whether there is a shipment error or not. If you received an incorrect item or if you do not plan on keeping the items, do not tamper with them - they will not be eligible for refund or exchange. For exchanges/returns to be feasible, the item(s) must be returned in its original packaging, and is subject to inspection to verify that it is new or unused and has not been used or tampered with prior to processing of any refund. If the items are deemed to be used or tampered with the items will be sent back to the buyer and the buyer will be charged a $9.99 shipping fee. Buyer should purchase Priority Mail and delivery confirmation on return/exchanges to ensure prompt delivery of items. Lace Xclusive is not responsible for refunding any shipping charges for returns/exchanges. Lace Xclusive will not ship an exchange unless shipping fees have been paid. Lace Xclusive LLC is not responsible for lost, stolen, or items damaged during transit. No cash refund will be issued for online orders. Online refunds will be issued in the same method payment was made. All refund/exchanges without an accompanying Merchandise Return Form will be delayed in processing.

STORE Refund/Exchange Policy
There are absolutely NO REFUNDS on in-store purchases. No Exceptions! Exchanges are welcomed if items are unopened and returned in their original selling condition within 3 calendar days of receipt. All tags and packaging must be intact and not tampered with and the Lace Xclusive Label should not be tampered with or removed. THE HAIR CAN NOT BE EXCHANGED AFTER IT HAS BEEN WASHED! The coils on the Curly hair must be intact. Under no circumstances should the coils be pulled apart, finger combed or brushed. If the coil pattern is broken on the curly hair a return/exchange will not be feasible. Hair must be returned in the same form the hair was given. If for some reason you have a problem with your purchase, please contact us immediately. Customer satisfaction is Lace Xclusive's top priority. If you receive a defective or damaged product, notify us immediately. Once any product purchased from Lace Xclusive is used or tampered with, ALL SALES are deemed FINAL whether there is an error or not. If you received an incorrect item or if you do not plan on keeping the items, do not tamper with them - they will not be eligible for an exchange. For exchanges to be feasible, the item(s) must be returned in its original packaging, and is subject to inspection to verify that it is new or unused and has not been used or tampered with prior to issuing another product. If the items are deemed to be used or tampered with the items will be returned to the buyer. Exchanges are for like-items only. Exchanges are only issued in the amount of the full retail value of the product being exchanged, less shipping charges. Buyers do have the option to pay an additional fee if a more expensive product is desired, but Lace Xclusive will not issue cash refunds for exchanges that are less than the full retail value. No cash refund will be issued for online orders. Store refunds will be issued in the same method payment was made.

Shipping
For all orders that are in stock, we strive to process and ship orders within 2-7 business days. Unfortunately, Express/Overnight/Expedited shipping is NOT available. Shipments may be substantially delayed during the holiday season. USPS does not deliver mail on Federal holidays or when Post Offices are closed due to national disasters, martial arrest, force majeure or inclement weather. Please be aware that all payments made via eCheck require additional verification and shipping and processing may be delayed. All items paid for via eCheck will be processed upon payment clearance. Lace Xclusive sends tracking numbers to customers for all orders once order ships via email. All orders are shipped via USPS 1st class mail, which normally takes 2-4 business days to arrive within the Continental United States. Once a package is dropped off to the post office for delivery, we no longer have any control over the package. Therefore, we are unable to make any guarantees of delivery days or times. In cases of errors or delays caused by the shipping carrier, Lace Xclusive will help resolve the issue to the best of our ability, yet we will not be held responsible or liable. To avoid total loss, Lace Xclusive recommends buyer to purchase shipping insurance on ALL shipments. Lace Xclusive will NOT reship or issue refunds on lost shipments.

Unconfirmed Shipping Address
For security reasons, Lace Xclusive does not ship to unconfirmed shipping addresses. An unconfirmed shipping address occurs when a shipping address does not match a billing address, or when you type in your address incorrectly. Under no circumstances will Lace Xclusive ship to unconfirmed shipping addresses or to addresses outside of the United States. Please contact PayPal to confirm your shipping address. You do not need a PayPal account to contact PayPal and confirm your shipping address. If your address is unconfirmed, your payment will not be accepted. PayPal can be reached at 1-888-221-1161. Lace Xclusive can only ship to the BILLING address of the card being used. Failure to adhere to this policy will result in an authorization hold placed on the customer's card by the card-issuer. As a result, the order will be DECLINED by our website and the authorized funds may be subtracted from the customer's available balance, and an online statement may show the authorization request, which might be mistaken for an actual charge. The card issuer is the only one able to remove the hold. If you have contacted your card-issuer to have your billing address changed to reflect your shipping address, please wait 24 hours for the address change to take effect before placing an order to avoid having a hold placed on your card. If you have any more questions regarding our shipping policy, please send us an email at customerservice@lacexclusive.com.

Insufficient Address
In the event a package is returned to us due to insufficient address or undeliverable as addressed, buyer will be responsible for the shipping cost to resend the item. If the buyer chooses not to have the items resent and opts for a refund, shipping fees are not refundable. Please be reminded that it can take up to 28 days for a shipment to be returned to sender for insufficient address. Lace Xclusive will not send a new shipment to buyer until the original shipment has been recovered safely by us. You will not be issued a refund if you mistakenly have your items delivered to the wrong address. No exceptions.

Shipping Insurance
Once a package is dropped off to the post office for delivery, we no longer have any control over the package. Therefore, we are unable make any guarantees of delivery days or times. In cases of errors or delays caused by the shipping carrier, Lace Xclusive will help resolve the issue to the best of our ability, yet we will not be held responsible or liable. To avoid total loss, Lace Xclusive recommends buyer to purchase shipping insurance on ALL shipments because Lace Xclusive will NOT reship or issue refunds on lost shipments.

Order Processing
We strive to process all orders within 2-7 business days, provided the items are in stock and there are no problems with the payment verification. Please allow up to 10 business days to process orders of 6 or more wefts and up to 7 business days to process orders of lace wigs. As a reminder, orders placed via eCheck can take up to 7 business days just for payment to clear. Once the eCheck clears, then the order begins to enter the processing stage. Lace Xclusive discourages payments made via eCheck because it increasing the order processing and shipping time. Orders will not be processed on weekends and holidays. Orders placed on Fridays or on holidays, will be processed the following business day. If you have any questions regarding order processing, please email customerservice@lacexclusive.com or contact us toll-free at 1(866) 491-2720.

Out of Stock Items
Insufficient inventory conditions are unavoidable; although we are committed to doing our best in preventing this from happening, in some instances, the inventory on hand is not sufficient to complete an order. If this is the case, items purchased will be back ordered and shipped once inventory levels have been corrected which is usually within a 2 to 3 days. Should you choose not to wait, you have the option to cancel your order. Unless you are notified of a back ordered item, your order will be processed and shipped accordingly.

Pickup Orders
All online orders must be shipped. Absolutely no online orders can be picked up. Once an order is placed, Lace Xclusive is obligated by PayPal and Authorize.net to ship and provide a tracking number. In order for an online order to be picked up, the order would have to be canceled and the transaction would have to be refunded to the card used. Lace Xclusive does not issue cash refunds. In-store purchases must be paid at the time of purchase, in person. No exceptions! If you choose to cancel an online order to purchase items in person, please be reminded that although we initiate the refund immediately, it normally takes about 2-5 business days to credit the funds back to your card/bank account (it varies amongst card issuers). Orders shipped to New Orleans and surrounding areas normally arrive within 1-3 business days once shipped.

Changes and Cancellations
Orders may be changed or modified within 24 hours of placing an order, providing the order has not yet been shipped. No changes can be made after an order is shipped. Please make sure to review your order carefully before checking out. We are not responsible for mistakes or errors in your order or shipping address. Buyer is responsible for return shipping for insufficient address orders or orders placed for incorrect items.

Order Refusal
Lace Xclusive in its sole discretion, reserves the right to refuse service to anyone, at anytime, with or without cause or reason. Lace Xclusive prides itself in customer satisfaction and professionalism, and expect the same respect from all customers. In the event of conflicting interests or disputes, or of a policy violation, Lace Xclusive reserves the right to refuse current and future service, and to refund all payments made by the customer (unless the order has already been filled and/or shipped) without notice. Lace Xclusive reserves the right to cancel pending orders for issues due to failure/refusal to review/agree to our Terms of Use, Order/Shipping/Returns Policy, and conflict/suspicious activity/unverified and unconfirmed shipping addresses.

Warranties & Liability

Items are only for sale within the United States. Items are not for resale. The Sole Warranty regarding the Product and related materials is that the original Product should be free from physical defects in material and workmanship, assuming proper use, for a period of fifteen [number (15)] days from the date of purchase (“initial term”). If such defect occurs during the initial term, the alleged defective Product must be returned to Seller, along with proof of purchase; after inspection and a determination of defectiveness by the Manufacturer, either Seller or Manufacturer shall replace the Product free of charge. All shipping charges are at the expense of Buyer. Except for the Express Warranty by the Manufacturer, the Product is provided “AS IS” and Seller expressly disclaims all other warranties of any kind, whether express or implied, including, but not limited to the implied warranties of merchantability, fitness for a particular purpose and non-infringement. Seller makes no Warranty that the Product shall meet Buyer’s requirements, nor does Seller make any Warranty as to the results that may be obtained from the use of the Product. Seller is not responsible for difficulties caused by accident, abuse, mishandling, alteration or improper use of the Product. Seller shall not be liable for any direct, indirect, incidental, special or consequential damages (including damages for loss of business, loss of profits and the like), whether based on breach of contract, tort (including negligence), product liability or otherwise, even if Seller or its representatives have been advised of the possibility of such damages, and even if the Product is found to have failed its essential purpose. Seller’s total liability under this agreement for actual damages for any cause whatsoever is limited to the amount paid by the Buyer for the Product. Buyer agrees to indemnify and hold Seller, parents, subsidiaries, affiliates, officers and employees, harmless from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising out of Buyer's use of the Product, the violation of this Terms by Buyer, or the infringement by Buyer, or other user of the Product, of any intellectual property or other right of any person or entity.

Revised 12/31/2014; Effective 1/1/2015

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