Policies

Thank you for considering a purchase from Kulture Hair. We encourage you to review our policies before making a purchase to better understand our procedures and to help ensure a satisfactory experience.

1. Processing time

Processing time refers to the period it takes for us to prepare and handle an order before it is shipped. This includes tasks like confirming payment, checking stock availability, packaging the items, and preparing them for dispatch. Processing time does not include the actual shipping duration and can vary depending on the product type, or volume of orders.

2. Business days

Please note that all business operations, customer service, and order fulfilment are carried out on business days only. This means any estimated shipping times, delivery schedules, or processing durations mentioned on our website or during checkout refer specifically to business days. Keep this in mind when calculating your order's expected arrival or when reaching out to our customer support team.

Business days: Monday- Friday. Excluding Weekends and UK public holidays.

3. Order confirmation Email

After placing your order, an automated Order Confirmation Email will be sent to the email address provided at checkout. This email will be generated instantly and will include your order number, full order details, and any other relevant information regarding your purchase.

4. Shipping confirmation Email

You will receive a shipping confirmation email as soon as your order has been dispatched within the estimated shipping window. This email will contain tracking details to help you monitor your package during transit. Please note that it may take 24-48 hours for the tracking information to update on the carrier's website.

5. Tracking your order

To track your package, simply click the direct link included in your shipping confirmation email or use the full tracking number provided in the same email. For UK orders, the link will take you to Royal Mail’s website, where you can view real-time updates on your package's status. Alternatively, you can enter your tracking number, order number, and the email or phone number associated with the order here.

6. Order pick up

For customers near Croydon, we offer the convenient "Local Pick-Up" option at checkout instead of shipping. Please note that choosing this option will not affect or speed up the processing times or estimated shipping windows.

7. Fulfilment and Shipping Delays

We understand the importance of receiving your order promptly and work hard to ensure efficient shipping. However, certain factors, both within and beyond our control, may occasionally cause delays. If a delay occurs, we will communicate with you as early as possible. Please review the following information regarding potential delays:

7a. High Order Volume

During busy times like holidays, sales, or product launches, the increased volume of orders may extend processing and fulfillment times. While we prioritise fulfilling orders, slight delays may occur. We appreciate your patience during these periods.

7b. Operational Issues

Despite our best efforts, unforeseen circumstances within UPS, such as transportation disruptions or technical issues, may occur. Though beyond our control, we will work with UPS to address any delays promptly.

7c. Weather and Natural Events
Severe weather conditions, natural disasters, or other unexpected events can affect transportation and cause unavoidable delays. Adverse conditions like storms or floods may impact UPS’s operations, leading to delivery delays.

7d. Customs and Import (International Orders)

International shipments may be delayed by customs clearance or import processes. The time required for inspections and document verification can vary and occasionally extend delivery times.

While we strive to minimise shipping delays, we kindly ask for your patience if they occur. We actively monitor your package's progress and will keep you informed. If you have any concerns about a delay, please contact our customer support team for assistance.

8. Duties, Fees, and Taxes

When ordering international shipments, please be aware of the following:

Customer Responsibility: You are responsible for understanding and complying with any customs regulations, duties, fees, and taxes related to importing goods. These charges are not included in the product price or shipping cost.

Payment Upon Delivery: Customs authorities may require payment of these charges before releasing your package for final delivery. Failure to pay may result in delays or the return of your package.

Customs Documentation: We will provide necessary documentation for customs clearance, including commercial invoices. Ensure all checkout information is accurate to avoid issues.

Country-Specific Rules: Customs regulations vary by country. Check with your local customs authorities to understand any specific duties, fees, or taxes that may apply.

By proceeding with your purchase, you accept responsibility for any applicable charges associated with your shipment.

9. Lost packages

If you experience issues with a lost or stolen package, please contact the shipping courier directly. They have the expertise and resources needed to investigate and address the problem before reaching out to us.

We understand the frustration and inconvenience caused by lost or stolen packages, we will do our best to support you throughout the resolution process.