Order by December 18 to receive in time for Christmas! FREE Shipping on orders over $50.

Order by December 18 to receive in time for Christmas! FREE Shipping on orders over $50.

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Have a question? Great. We're here to help you 7 days a week and respond within 24 hours. Also, you can find most answers to your questions right on this page.

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My tracking shows my package was delivered, but I haven’t received it. Now what?

If the tracking information confirms that the item has been delivered to your shipping address but you have not received your order, please contact the carrier directly to have them investigate the issue. In the meantime, we encourage you to review the below items as it may help you locate your package. 

  1. Wait 24 – 48 hours for your package to deliver, as in some instances carriers will mark the package as being delivered before it actually is.
  2. Please check with your next door neighbours and household members to inquire if they’re holding the package for you.
  3. Please check your mailbox, front porch, and any safe drop areas around the parameters of your home.
  4. If you live in an apartment/commercial building, please check your mailbox, with concierge/front desk, and with the mailing room.
  5. Call your three closest post offices to inquire if they’re holding the package for you.

If you have done all of the above and still cannot locate your package, please email our Support team at hello@lovehair.com with your order number and we’ll be happy to see how we can help further.

Kindly note, we cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

How can I change the shipping address for my order?

Please email our Customer Support team at hello@lovehair.com as soon as possible with your order number and the new shipping address you would like to have your order shipped to. We will try our absolute best to make these changes for you, however, please note that if your order has already entered processing at our warehouse or has been shipped, we will not be able to make any changes to it.

How can I cancel my order?

If you would like to cancel your order, please email our Customer Support team as soon as possible at hello@lovehair.com with your order number. We will try our best to cancel your order, however, if it has entered processing at our warehouse or has already been shipped, we no longer have the ability to cancel it.

If your order is not able to be cancelled, please simply reach out to us once you have received your order and we’ll be happy to assist you with a return for a full refund back to your original method of payment.

How can I track my order?

Please check your email inbox for your shipping confirmation email (1 – 2 business days after your order has been placed), which will include your tracking information. All information on the status of your package will be available on the carrier’s website. We encourage you to keep a close eye on your online tracking information in case there are any important alerts or updates on your package.

Please note, carriers will sometimes take 24 – 48 hours to update their online tracking information. If your tracking information has not updated after 48 hours, please reach out to our Support Team at hello@lovehair.com with your order number and we’ll be happy to help you.

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