Return & Delivery Policies

ORDER CANCELLATIONS

Orders may be cancelled at any time before your parcel has been shipped. Once your order has been dispatched, cancellations are no longer possible. You may return the parcel once it arrives following our return policy below.

Refunds are issued once the order is returned and processed. Please allow a few business days for funds to appear on your card, depending on your bank/credit provider.

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CUSTOM ORDERS

Custom orders are placed directly with Viola UK and are considered final sale. This includes any special-order colours, lengths, methods, or quantities that are not currently in our Canadian inventory.

Timeline:

• Custom orders are placed weekly

• Once placed, hair takes a minimum of 5 business days to arrive to us

• Your order is then shipped to you based on the delivery option selected at checkout

Please note: timelines may vary based on UK stock availability, shipping volume, and customs processing.

Custom orders cannot be cancelled, returned, or exchanged once submitted.

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RETURNS (NON-CUSTOM ITEMS)

We want you to feel confident when ordering with us. If you change your mind, you may return unopened, unused hair within 21 days of delivery.

To qualify for a return:
• Hair must be unused, uninstalled, uncoloured, uncut, and in original packaging.
• All ties, seals, and bundles must be intact.
• Item(s) must be free from damage, salon product, styling, or wear.

Return shipping costs are the responsibility of the customer unless an error was made on our end.

Return address:
Viola Hair Canada
480 Mapleton Avenue, Unit 4
Barrie, Ontario
L4N 9C2

Once received and inspected, approved returns will be refunded to the original payment method.

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QUALITY GUARANTEE

We stand behind our product. If you believe your hair is defective, please contact us.

To qualify for review:
• Hair must be removed from the client and mailed back to us for inspection.
• Return shipping is the responsibility of the buyer.

If we confirm a quality issue, we will replace the product or refund you in full. (Refund method will follow original payment and processing times may vary by bank.)

Please note: Hair that has been altered, coloured, toned, washed, installed incorrectly, or damaged through wear, heat, chemicals, or improper maintenance does not qualify as defective.

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DAMAGED PACKAGES IN TRANSIT

If your parcel arrives damaged, this is the responsibility of the courier. While we cannot control transit handling, we will support you in opening a claim with the courier service used.

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SHIPPING + DELIVERY

• We ship within Canada only.
• We do not ship to the United States.
• Orders ship next business day, Monday–Friday.
• We do not ship on weekends or Canadian holidays.

Shipping options include UPS, Canada Post, and Purolator, and delivery speed will vary based on the service you select at checkout.

Once parcels are handed to the courier, delivery timelines are no longer within our control. Tracking information will be provided by email. Delays caused by weather, courier volume, or address issues are not the responsibility of Viola Hair Canada.

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LOCAL PICKUP ORDERS

Local pickup is available at:

Beauty Extension Haus

480 Mapleton Ave., Unit 4

Barrie, Ontario

To use local pickup:

Select “Local Pickup” at checkout
Wait for your pickup notification email — do not arrive before this
Pick up during salon business hours only

Orders must be placed online before pickup — in-salon shopping or walk-in purchasing is not available.

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LOST / MISSING PACKAGES

If tracking shows your order was delivered but you did not receive it, you must contact the courier directly to open a trace or claim. Once orders are scanned as delivered, we are unable to replace or refund.

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CONTACT

If you have questions about your order, return, or tracking, please email: Canadasupport@violahairextensions.co