Service and cancellation policy
Contact and response aim
Email [email protected] or call 1-720-515-3507 for product questions, request changes or cancellation. We aim to respond within 2 business days, Monday through Friday excluding US public holidays. This is a response aim, not a promise of continuous staffing or immediate action before a parcel leaves. Include the on-screen request reference where available and use the same correspondence for follow-up so the details remain together.
What product support covers
We can address questions about the listed comb tooth patterns, dimensions, clip closures, materials and included quantities. Name the product and the exact detail you need to compare. For example, distinguish a fine sectioning comb from a wide-tooth comb, or a locking barrette from a claw clip. We offer physical goods only, not appointments, professional salon services or regulated advice. We do not promise a particular styling result, heat rating, certification or compatibility absent from the listing. The registered address is not a walk-in service or pickup location.
Change or cancel an unaccepted request
You can cancel an unaccepted request at any time without charge. Tell us the reference and whether you want cancellation, a corrected address, another quantity or a different item reviewed. Checkout does not take payment or guarantee stock, so an on-screen reference is not evidence that an accepted order has already been dispatched. Changes may require a new availability check and itemized total for your agreement. We will not silently substitute a different comb, clip mechanism or pack.
Accepted orders and dispatch
For accepted orders, ask to cancel before dispatch; after dispatch, use the returns procedure. Send the request promptly and state clearly that cancellation is wanted rather than only asking a general product question. We cannot promise that an instruction can reach a parcel already dispatched. The Returns policy explains the 30-day request window, unused-item condition, return postage and approved-refund timing. A request to cancel is not confirmation of a return address or an instruction to post goods to the registered address.
Form problems and duplicate references
If a form fails, your entered data should remain visible for correction; contact us directly if a request reference is not issued. Describe the error and approximate submission time without including payment data. Do not keep submitting solely because no email arrives: automatic email delivery is not promised. If you obtained multiple references for the same intended purchase, list them and explain which request should remain under review. A failed request is not a failed card charge, because the website does not charge funds.
Care questions and unresolved concerns
For combs, follow the listing's gentle cleaning guidance and avoid forcing teeth or a pointed tail through resistance. For clips, avoid overloading springs or hinges and dry metal parts thoroughly; avoid solvents, prolonged soaking and direct heat on plastic or acetate. Stop using a damaged item and describe the issue instead of attempting a repair for inspection. For delivery damage or missing components, retain packaging and contact us under the Returns policy. If our reply misses the issue, respond with the reference, the unresolved point and the outcome you are asking us to consider. Do not send payment data by email.