Returns & Delivery

Returns

You can return eligible hair within 21 days of delivery, for any reason.

Returned hair must be original, untouched and in its original packaging. That means it is unopened, unused, uninstalled, uncoloured and uncut, with all seals, ties and bundles intact, and free of salon product, styling or wear.

How to return something

1. Email canadasupport@violahairextensions.co with your order number before you send anything. Tell us whether you want a refund or an exchange.
2. Send the hair to:
   Viola Hair Canada
   480 Mapleton Avenue, Unit 4
   Barrie, Ontario
   L4N 9C2
3. Use a trackable shipping service and keep your tracking number. You pay the postage, unless we made an error (for example, we sent the wrong item).

Refunds and exchanges are explained in full in our Refund and Returns Policy.

Custom orders

Custom orders are final sale. A custom order is any colour, length, method or quantity that we do not hold in our Canadian inventory. Once a custom order is submitted, it cannot be cancelled, returned or exchanged.

Custom orders take 7–10 days before they ship to you. Timing can be longer if our supplier is low on stock or the shipment is delayed. After your order ships, delivery time depends on the shipping option you chose at checkout.

Cancelling an order

You can cancel an order any time before it ships, except a custom order that has been submitted. Once an order has shipped it cannot be cancelled, but you can return it under our Returns policy.

Quality Guarantee

Level 1: 30 days, for every customer

If your hair has a fault, tell us within 30 days of delivery. A fault means heavy shedding, tangling, or hair that is not the colour pictured. Send the hair back to us for inspection. If we confirm a fault, we will replace the hair.

Level 2: 190 days from purchase, with Viola aftercare

You are covered for 190 days from the purchase date when all of these are true:

• You bought Viola shampoo and Viola conditioner together with the hair.
• A certified stylist installed the hair. You tell us the stylist's name, and we check it against our trade accounts.
• Your maintenance appointments were no more than 3 months apart.

Send the hair back to us for inspection. If we confirm a fault, we will replace the hair or give you store credit.

Both levels

• We do not give cash refunds under the Quality Guarantee.
• Labour is not covered.
• Damage from heat, colouring or toning, altering the hair, incorrect installation or maintenance, and misuse are not covered.

How to make a claim is in our Quality Guarantee page.

Shipping

We ship to addresses in Canada and the United States.

Shipping option	Canada	United States
Standard	$21.90 CAD	$21.90 CAD
Express	$29.90 CAD	$29.90 CAD

These are flat rates per order. If you shop on our US storefront, checkout shows the same amounts converted to US dollars.

For orders shipped to the United States, any duties, import taxes and brokerage fees charged by customs or the carrier are paid by the customer. They are not included in our prices or shipping rates.

In-stock orders ship the next business day, Monday to Friday. We do not ship on weekends or Canadian holidays. We email you tracking information once your order ships. Custom orders ship on the schedule described under Custom orders.

We ship with UPS, Canada Post or Purolator. Delivery time depends on the shipping option you choose (Standard or Express), the carrier and where you live. We do not guarantee a delivery date. Once the carrier has your parcel, delivery timing is up to the carrier.

Local pickup

Local pickup in Barrie is available 10 am to 5 pm, Monday to Friday.

Pickup is at Beauty Extension Haus, 480 Mapleton Avenue, Unit 4, Barrie, Ontario. To use it:

1. Choose "Local Pickup" at checkout. Orders must be placed online before pickup; in-salon shopping and walk-in purchases are not available.
2. Wait for your pickup email before you come in.
3. Collect your order during the pickup hours above.

Damaged, wrong or lost parcels

Damaged or wrong items

Please check your parcel when it arrives. If something is damaged or is not what you ordered, email canadasupport@violahairextensions.co within 48 hours of delivery. Include photos of the outer packaging and of the item.

If the item was damaged in transit, we will file the claim with the courier. Once the courier confirms the damage, we will replace the item or refund you. If we sent the wrong item, we will cover the return postage and put it right.

Lost parcels

If your tracking has not moved for 10 business days, email us. We will open a claim with the courier. Once the courier confirms the parcel is lost, we will replace the order or refund you.

If tracking says your parcel was delivered but you cannot find it, email us and we will ask the courier to trace it. If the courier does not confirm the loss or damage, or the parcel shows as delivered but is missing, we will review your case individually.

Your legal rights

Nothing in this policy limits any rights you have under consumer protection laws that apply to you.

Contact

Viola Hair Canada
480 Mapleton Avenue, Unit 4
Barrie, Ontario
L4N 9C2
Email: canadasupport@violahairextensions.co
Phone: 416-712-3429

Last updated: 27 October 2026