We are happy to accept returns and exchanges within 14 days on all products that have not been opened, worn, or tampered with. If you are not happy with your product, please e-mail us at to initiate your return or exchange.
I got my extensions but their not quite the color I was looking for. What do I do?
- Relax! It’s a simple process. E-mail us at with your order number. We will provide you with instructions and a return address. We highly recommend you use a trackable shipping option. This can greatly expedite the process.
I’ve been sitting with the tester for a week and think I want to go for a different color. Is it too late to exchange?
- Nope, you’re good! We will provide a refund or exchange on unopened hair extensions within fourteen (14) days of the date that you receive your package. Refer to Question 1 for more info on how to initiate a return or exchange.
I accidentally put in the wrong shipping address! Can I change it?
- If you hurry! We do our best to ensure rapid processing and delivery. There is a very limited window of time in which an order can be canceled or changed. If you decide to cancel or change your order (including shipping address), please write to us at as soon as possible. We will do our best to make the change; however, we cannot guarantee that we will be able to do so. If it is too late for our team to cancel or change your order, you can return the package for an exchange or refund.
Why can’t I return/exchange a viviaBella Hair extension once I open it?
- We know it would be awesome to actually try the whole set before deciding whether to keep it. Unfortunately, human hair extensions are considered a hygienic product. Matters of hygiene and public safety are very important to us here at viviaBella Hair.
- You will notice that other hair extension suppliers have similar policies. We welcome you to take your time with the tester (remember the 14 day return/exchange window) to make sure you are happy with the product.
Do I have to pay shipping for my return?
- Yeah, we’re cool, but not that cool. You are responsible for the shipping costs of all returns or exchanges. We recommend that you send your return/exchange with a tracking option (viviaBella Hair is not responsible for lost returns). Note: please indicate "RETURN, NO DUTIES" on the package.
Why do I have to contact you before returning my viviaBella Hair extensions?
- Ah, the age old question! Once upon a time, someone didn’t contact us and sent their return to the warehouse. “What’s the problem?” you might ask. There was no one there to receive it. When you email us to let us know of your return/exchange, we send you an e-mail with instructions and... wait for it… the return address!
I’m sending in a return for exchange, but I’m just dying to get the new set. When can I expect it?
- We love that you love our products! But first things first, we need to actually receive the returned item before we send out the new one. It’ll take us 1-2 business days to process the exchange once we’ve received the return.
After sitting with the tester, I decided that the product is just not for me. How long does it take to get a refund?
- We’re sorry that you didn’t love our product and would love to know if there’s anything we can do to make it better for you. We are happy to offer you a full refund of the price of the product. We do not refund shipping fees. The refund process works the same as the exchange process. Just like the exchange process, we need to receive the return before we can process a refund.
- Once the return is received, it will take 1-2 business days for a refund to be processed. Refunds will be issued to the original method of payment. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
I have a question not answered here. How do I contact viviaBella?
- We are always here to help! You can contact at . The viviaBella Hair Support Team operates seven days a week, 24 hours a day. We guarantee a response within 24 hours.