Your Trust Matters

Customer Care & Policies

Everything you need to know about shopping with Dehair Vault. We believe in complete transparency and are here to support your journey to luxury.

Shipping & Delivery Policy

Last updated: December 2024

At Dehair Vault, we ensure your premium hair extensions reach you safely and promptly. We partner with trusted carriers to deliver your orders securely, maintaining the exceptional quality you expect from us.

Our Shipping Partners

We exclusively use DHL for secure international and domestic delivery, ensuring your order is handled with care and arrives on time.

All shipments include tracking information so you can monitor your order every step of the way.

Processing Time

Processing times vary based on the type of order. We work diligently to prepare your order with the utmost care.

Regular Orders1-2 Weeks

Standard orders are processed and shipped within 1-2 weeks from order confirmation.

Pre-Orders (Wholesale)4 Weeks

Wholesale bundles and wigs are made-to-order. Allow 4 weeks from confirmation to shipping.

Delivery Coverage

We provide nationwide delivery across the UK and ship internationally to customers worldwide.

Local Delivery (United Kingdom): Delivered via trusted local logistics partners for fast service
International Delivery: Shipped exclusively via DHL for secure, tracked delivery

Estimated Delivery Times

After your order has been processed and shipped, estimated delivery times are as follows:

Within United Kingdom (Local)3-5 business days
Other European Countries5-7 business days
United States / Canada7-14 business days
West Africa7-14 business days
Rest of World10-21 business days

* Delivery times are estimates and may vary due to customs processing and local carrier delays.

International Shipping Information

We ship our premium hair extensions worldwide to bring the Dehair Vault experience to our international clientele. International orders may be subject to customs fees, duties, and taxes which are the responsibility of the recipient.

Important Notes:

All international shipments are sent via DHL with full tracking
Customs duties and import taxes are the buyer's responsibility
Signature may be required upon delivery
Please ensure your shipping address is complete and accurate

Return & Exchange Policy

Last updated: December 2024

At Dehair Vault, we stand behind the quality of our premium hair extensions. We offer refunds and exchanges when products do not perform as advertised or when incorrect items are received. Please review our guidelines below.

3-Day Complaint Window

All complaints regarding returns or exchanges must be submitted within 3 days of receiving your order. Please contact our support team immediately if you encounter any issues with your purchase.

Eligible for Refund/Exchange

✓Hair fails to perform as advertised regarding bleaching capabilities
✓Hair does not meet the stated lifespan under proper care
✓Product received is different from what was ordered
✓Wrong texture, length, or grade received
✓Defective or damaged products upon arrival

Not Eligible for Refund/Exchange

✗Products that have been tampered with or altered
✗Items not returned in original condition as sent
✗Complaints made after 3 days of receipt
✗Damage caused by improper care or styling
✗Custom pre-orders (wholesale bundles and wigs)

Return Conditions

To be eligible for a return or exchange, the following conditions must be met:

Product must not be tampered with in any way
Product must be returned exactly as it was sent
Original packaging and tags must be intact
Photo or video evidence of the issue must be provided

How to Initiate a Return or Exchange

1Contact our support team at support@dehairvault.com within 3 days of receiving your order with your order number and detailed description of the issue.
2Provide clear photos or videos showing the issue with your hair product.
3Our team will review your claim and respond within 24-48 hours.
4If approved, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions.
5Pack the item securely in its original packaging and ship within 7 days of receiving your RMA.
6Refund or exchange processed within 5-7 business days after we receive and inspect your return.

Terms & Conditions

Last updated: December 2024

Welcome to Dehair Vault. By accessing and using our website and services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a purchase.

1. General Terms

By placing an order through our website, you warrant that you are at least 18 years of age and possess the legal authority to enter into a binding contract. All information provided during the ordering process must be accurate and complete. Dehair Vault reserves the right to refuse service to anyone at our discretion.

2. Product Information & Quality Grades

Our hair is primarily sourced from Vietnam, Philippines, India, Burma, Cambodia, and China. We offer four premium grades of hair, each with specific characteristics:

Raw Baby Hair

Sourced from 1-2 donors under 15 years. Bleaches to 613/60. Lifespan: 10+ years. Available in 6"-26" lengths only. Not available in double or super double drawn.

Raw / Single Donor

Sourced from one healthy donor. Bleaches up to 613. Lifespan: 9+ years. Not available in double or super double drawn.

VIP Virgin Hair

Sourced from 2-3 donors. Lifts to honey blonde or higher. Lifespan: 5-6+ years. Available in double and super double drawn.

Regular Virgin / Remy Hair

Sourced from 4+ donors. Bleaches to color #27. Lifespan: 2-3+ years. Available in double and super double drawn.

Colors may vary slightly due to monitor settings and photography lighting. All product descriptions and prices are subject to change without notice.

3. Wholesale & Pre-Orders

Wholesale bundles and wigs are available strictly by pre-order.

Minimum Order Quantity (MOQ): 6 bundles and 2 closures OR 3 wigs
Pre-Order Processing: 4 weeks from confirmation to shipping
Regular Order Processing: 1-2 weeks from confirmation to shipping

Pre-orders and wholesale orders are non-refundable once production has commenced. Please ensure all specifications are correct before confirming your order.

4. Shipping & Delivery

We exclusively use DHL for international shipping and trusted local logistics for deliveries within Nigeria. We provide nationwide delivery across Nigeria.

All shipments include tracking information
Local delivery: 3-5 business days
International delivery: 7-14 business days

Customs duties, taxes, and import fees for international orders are the responsibility of the buyer.

5. Payments & Pricing

All prices are listed in Nigerian Naira (NGN). We accept major credit/debit cards and bank transfers through our secure payment processors. Payment must be received in full before orders are processed. Prices are subject to change without prior notice, but confirmed orders will be honored at the price quoted at the time of purchase.

6. Returns & Refunds

Eligibility for a refund or exchange is based on the following conditions:

The hair fails to perform as advertised regarding bleaching or lifespan
The hair received is different from what was ordered

Important: Complaints must be made within 3 days of receipt. The product must not be tampered with and must be returned exactly as it was sent.

7. Intellectual Property

All content on this website, including text, graphics, logos, images, and software, is the property of Dehair Vault and is protected by intellectual property laws. Unauthorized use, reproduction, or distribution of our content is strictly prohibited.

8. Limitation of Liability

Dehair Vault shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our products or services. Our total liability shall not exceed the amount paid for the specific product in question. We are not responsible for delays caused by shipping carriers, customs, or circumstances beyond our control.

9. Governing Law

These terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the Nigerian courts.

10. Contact Information

If you have any questions about these Terms and Conditions, please contact us at support@dehairvault.com or through our contact page. We aim to respond to all inquiries within 24-48 hours.

Privacy Policy

Last updated: December 2024

At Dehair Vault, we are committed to protecting your privacy and personal information. This policy outlines how we collect, use, store, and safeguard your data when you visit our website or make a purchase. By using our services, you consent to the practices described in this policy.

Information We Collect

We collect information necessary to process your orders and provide you with the best possible service:

Personal identification (full name, email address, phone number)
Shipping and billing addresses for order fulfillment
Payment information (processed securely through our payment providers - we do not store card details)
Order history and product preferences
Communication records (emails, support tickets, inquiries)
Website usage data and cookies for site functionality

How We Use Your Information

Your information is used solely for legitimate business purposes:

Process and fulfill your orders, including pre-orders and wholesale orders
Send order confirmations, shipping updates, and delivery notifications
Coordinate with DHL and local logistics partners for delivery
Provide customer support and handle return/exchange requests
Send promotional emails and updates (only with your consent)
Improve our website, products, and services
Comply with legal obligations and prevent fraud

Information Sharing

We do not sell, trade, or rent your personal information. We only share your data with:

Shipping Partners: DHL and local logistics providers (for delivery purposes only)
Payment Processors: Secure payment gateways to process your transactions
Legal Authorities: When required by law or to protect our rights

Data Security

We implement industry-standard security measures to protect your personal information. All payment transactions are encrypted using SSL technology. We do not store your complete credit card information on our servers - all payment data is processed securely through our trusted payment providers. Our website is regularly monitored for security vulnerabilities, and we maintain strict access controls to protect your data.

Your Rights

You have the following rights regarding your personal data:

Access: Request a copy of the personal data we hold about you
Correction: Request correction of inaccurate or incomplete data
Deletion: Request deletion of your personal data (subject to legal requirements)
Opt-out: Unsubscribe from marketing communications at any time

Data Retention

We retain your personal information for as long as necessary to fulfill the purposes outlined in this policy, including order fulfillment, customer service, and legal compliance. Order records are kept for a minimum of 7 years for accounting and legal purposes. You may request deletion of your account and personal data at any time, subject to our legal obligations.

Cookies & Tracking

Our website uses cookies to enhance your browsing experience, remember your preferences, and analyze site traffic. You can control cookie settings through your browser preferences. Disabling cookies may affect some website functionality, including the shopping cart and checkout process.

Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. Any significant changes will be posted on this page with an updated revision date. We encourage you to review this policy periodically.

Contact Us

If you have any questions about this Privacy Policy, wish to exercise your rights, or have concerns about how we handle your data, please contact us:

Email: privacy@dehairvault.com

Response Time: We aim to respond within 48 hours

Contact our Privacy Team →