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Ordering, Shipping and Returns Questions and Answers

ORDERS,SHIPPING AND RETURNS FAQ

Most frequent questions and answers

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Please reference below as the most common reason why your credit card is getting decline:

  1. Address Verification: our credit card processing uses an address verification system which verifies your address you have with your credit card company. Ensure you are inputting only the 5 digit zip code. This happens sometimes, too, especially if you’ve moved and your information changed. Here are some areas to look for — all of which you can update by visiting your Billing setting
  • Incorrect expiration date: Review the expiration date on your credit card. If your card expired, add an up-to-date credit card to your account, and assign it to be your primary form of payment.
  • Incorrect credit card number: Check that the credit card number is correct and up-to-date.
  • Incorrect billing address and phone number: Does the telephone number and billing address you gave for your credit card including zip code match those that your credit card company has? Either edit the credit card details on your Billing settings page (under the Billing tab), or contact your credit card company to change the address and phone number associated with your card.

Ensure to correspond with your Credit Card Company to verify your address correctly.

  1. Different Shipping Address: If your shipping address is different from your billing address. Do NOT click “update your address” and change it to your shipping address, this will decline your card.  Rather, click “Add a new Shipping Address” this is where to input your shipping address.  Please note that orders going to a different address other than billing will be delayed and will require you to verify your credit card. Please click Shipping Policy for more details.
  2. Your card reached its limit: All cards have limits. Here’s how certain kinds can cause a decline.
  • Your credit card limit was reached (insufficient funds): Check your credit limit. You may have reached your daily or total credit card limit on the day we tried to charge your card. If this is the case, ask your credit card company to increase your limit. The charge exceeded the maximum amount allowed for a single charge: Check the maximum amount your card can be charged at a single time. If the declined charge is higher than this amount, try asking your credit card company to increase the limit. You can also enter a new credit card with a higher limit.
  • Your card reached the maximum number of charges allowed in a period: Check how many times your card can be charged in a given time period. If you’ve reached this amount, you can make a payment with a different form of payment. You can also talk to your bank about increasing this limit or wait until your card can be charged again.
  • Your card doesn’t accept charges from an online source: Check to see if your card allows online transactions. If it doesn’t, talk to your credit card company about allowing online charges Or, use a different card as your primary form of payment.
  1. International Billing address: Our System will decline ALL orders with an International billing address.  Please visit International shipping for details regarding International orders.

This refers to our stock item order that cannot be filled immediately. It is not currently available but the estimated delivery date is set.  You can place the order to be sent at a later date upon it’s arrival.

It depends on the exact back order items availability. In most cases, the expected shipping date will be listed as you select that particular item.

We offer local pickup in our Warehouse located in Rockville, MD.

Pickup Time: Mon-Fri 11 am to 4 pm EST excluding public holiday.  You will receive an email notification when your order has been processed and is ready for pickup.

Note: Pickup is ONLY available for confirmed and paid orders.  To avoid delay, make sure your shipping address is the same as your billing even though you are requesting a pick-up order. MD Tax applied upon checkout no matter the billing address.

All orders are processed through our website; we do not support phone order at this time.

Our secure online ordering system is available 24hrs for your convenience.  You can also check out via Paypal if you wish.

However, we are available normal business hours to answer any question/concern you may have.

Hours Of Operation

Monday – Friday (Excluding Holidays)
10:00 am to 5:00 pm EST

Make sure to check out our Order, Shipping and Return FAQ detail page.

Most customer service questions and comments are handled via e-mail. All questions are usually answered promptly. Please do take a moment to go through our website, you may find the answer to most of your question there.

If you must speak to a representative, feel free to email us your phone number and the best time to reach you.  One of our representatives will be in touch during normal business hours.

Yes, we do! Please note that we only accept Western Union or Bank Transfer for all international orders.  Please view our International Shipping Policy.

Same Day Shipping is for all confirmed orders received by 2 pm EST (Monday – Friday, excluding Holidays).  Orders are then shipped according to your shipping preference. We will contact you and give you the estimated ship date if your order is out of stock.  Be sure to view our detailed Shipping policy.

WAREHOUSE LOCATION

611 Lofstrand Lane

Rockville, MD 20850

View our detailed Return and Exchange Policy.  Ensure to read our Terms and Conditions as well.

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Order Online, Pick up at the Warehouse

Pickup from our warehouse in Rockville, MD – FREE

Important Note: 1. Please ONLY arrive for pickup when your order status says “Ready for Pickup” You can always find the status of your order by visiting your Order History Page.

2. You will also receive an email from us once your order status changes to “Ready for Pickup” 3. This is usually within 24 hrs of “confirmed payment” for the “In-stock” item. For the “Back-Order” or “Custom-Order” items, you will also receive an email when your order is back in stock and ready for a pickup.

4. If your order is via a credit card, we will require the original credit card used and photo ID to reconfirm your identity for security purposes. Please note to come with these 2 documents. Local Pickup Days/ Time: 
Pickup Address: ONYC Hair Warehouse, 611 Lofstrand LN, Rockville, MD 20850


Pickup Days: Monday – Friday (excluding public holidays) Pickup Time: 11 am – 4 pm EST

INSURANCE POLICY – PACKAGE PROTECTION

We will strongly recommend adding insurance to your package! This ensures if your package is lost, damaged on arrival, or stolen a claim can be filed.

Important Notes:

1) Insurance and shipping fee is nonrefundable or valid on credit issued.

2) Please Note the Claim eligibility base on the carrier:

UPS – 1 to 7 days after the shipment date, once the package has been confirmed as delivered or lost.
USPS – 30 days after the shipment date.
DHL – within 30 days after the shipment date.

3) If you added a Shipping Protection* and your package is lost or damaged on arrival, CONTACT US IMMEDIATELY and we will file the insurance claim for you. We will provide the supporting documents to the insurance company to investigate the problem and contact you if any further documents are required.

4) We strongly advise you to keep Damaged items in the exact condition you received them.

5) Warning: Any fraudulent claims will make the recipient liable for prosecution for mail fraud under the Federal Criminal Code.

Important NOTE BEFORE ORDERING

  • Venmo is ONLY available for USA customers. Your order must be shipped to a USA Location.
  • Before sending us payment, make sure you place your order first. Then send the exact amount on your order invoice.
  • NOTE to reference your Order Number during payment.
  • Pay using our Venmo user name “@EURO-Hair” or Email “orders@eurocollectionhair.com”

Important NOTE BEFORE ORDERING

  • Available for the USA and International customers.
  • Before sending us payment, make sure you place your order first. Then send the exact amount on your order invoice.
  • NOTE to reference your Order Number during payment.
  • Pay using our Cash App user name “$EUROHAIR”
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Shipping to a different address? 

  • We will NEED further verification on ALL credit card orders being shipped to an address other than your billing address for security purposes.
  • This verification will require you to (1) Send a copy of the front and back of your credit card and (2) Fill in a signed copy of our Credit Card Authorization Form.
  • International Billing and/ or Shipping?  We only accept Canadian credit cards.  Click to learn acceptable International Payment Options under our “Payment Terms”
  • Using a Debit Card?  Please note that our system runs Debit cards as Credit Cards. This results in the payment getting declined or having a false trigger as “fraud”.
    To avoid this error, we recommend you checkout with your debit card but via our third-party payment apps like “VENMO, CASH APP, or ZELLE”  You can also pay via direct bank transfer.
  • PLEASE DO NOT continue with this form of payment if:
    1) Your credit card billing address is different from your shipping address and you do not wish to do further verification.
    2) Or is your credit card Billing and/ or Shipping address an International address other than Canada?
    3) Or you are using a Debit Card, and you do not wish to do further verification.
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GOT MORE COUPON?

1. If you are using more than one coupon, please make sure to enter the coupon with the highest amount first! This way you can maximize your savings!

2. Note Regarding Stylist Partner Coupon:

 • If you are using the “Partner Code” provided to you by your stylist. Make sure to enter this coupon as the last coupon.

 • Using your Stylist Code will automatically enroll you in our Quarterly Giveaway! Ask your Stylist to Sign Up for our Stylist Partner program. Once approved, your stylist can share his/her code with you.

 • There is No discount associated with the  Stylist Code but it automatically enrolls you into our Automatic Giveaways!

 CUSTOM ORDER ITEM, COMING SOON!

Custom-order items are not available for immediate shipment. 

Items will be available within 6 to 12 weeks from your order confirmation date.

Please order an in-stock item if you do not wish to wait! The custom-order item is non-refundable. It is also non-exchangeable unless the wrong item is received. It is great for those that want a particular length/ or color we do not stock.

Discount codes are not redeemable on Custom Order.

 

HEY DOLL

GET 15% OFF

Your first order of $100+!
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Offer not valid on a previous order*

 
 

RETURN & EXCHANGE

1) We honor exchange but we do not issue Refund.  We will gladly offer you a Store Credit to use for future purchases. Store credit doesn’t expire, and you can use it on all items including discounted and clearance items!

2) Please note that you can still return the hair for an exchange within 7 days of receiving. (Items must be in original condition without missing packages like the pouch or boxes) Our products comes with our monogram gold sticker and/ or tags to maintain the integrity and quality of our hair, once this label is tampered with/ removed, it is 100% void for any exchange. Please do not tamper with the product if you have concerns or reservations as we cannot restock a tampered item back.

3) Requests for exchange must be made within 7 days of receipt of product(s). Exchanges must be pre-authorized by onychair.com with an RMA (Return Merchandise Authorization) Number. Without an RMA, the item is void for return.

4) NO RESTOCKING FEE: Shop with confidence! We understand we are an online business so we honor exchange with no restocking fee. (Restocking fee only applies if the item is received with missing packages like the pouch or boxes) Please make sure to review your item before removing the tags and disposing of the packages.

SHIPPING TIME/ DURATION AND RULES

1) Please allocate at least 24 hours of processing time to ALL orders.

2) Orders are shipped on business days only. Business days are Monday-Friday, excluding federal holidays in the United States.

3) How soon you receive your order depends on the shipment option selected.

4) Same-day shipping is only applicable to “confirmed order” This is an order received before 2 pm EST during Monday-Friday excluding public holidays. Confirmed orders are usually paid with credit card payment where the shipping address is the same address as the billing address.

5) Please note we are not liable for any delay with the shipping company. The shipment warranty is limited to order processing time only. We will strongly advise you order in advance to avoid any delay.

6) If your order is shipping to an address that is different than your credit card billing address, additional verification steps will be required and your order may be delayed or canceled.

7) We’re sorry; we will only ship to continental U.S. destinations and Canada for all Credit Card transactions. Orders outside of the USA and Canada should pay via Bank Wire transfer OR Western Union.

8) NOTE: Depending on the declared value of your order, some shipments may require a signature upon delivery to ensure that your package is delivered successfully. We cannot waive this.

9) Paid Shipping Fee: The original shipping and Insurance fees are non-applicable towards the store credit for returned or unclaimed items. Please keep this in mind when selecting expensive shipping options like “UPS Overnight, UPS Second Day or USPS Express” 

10) Free Shipping Charge: The original shipping and Insurance fees are non-applicable towards the store credit for returned or unclaimed items. The shipping fee will be deducted if you wish to return all items or keep some items less than $350 value.

INTERNATIONAL ORDERS

1) We will not be responsible for any customs or broker fees/delays associated with your order. Please contact your countries tax department for more information on these fees and additional transit time.

2) We cannot depreciate the value of the content of your package. Also, all orders are insured so we must provide the total amount of your package.

3) Please view our International Shipping Policy.

RESHIPPING / UNCLAIMED ORDERS

1) Please note that it is 100% your responsibility to track your order!  We do our best as a company to ship your order in a timely manner including providing you a tracking number.

3) Please track your package once shipped to know transit time. To know the status of your order, please log in to your account view Order History. From there you can easily see your order status.  You can easily track your order by clicking on the tracking number.

4) Note to open the actual order in question to view the tracking number or other important notes associated with that order.

5) If your order is unclaimed and returned to us, there is an additional shipping fee plus a 15% Restocking Fee. Ensure that you input the correct address; make sure to review your shipping address to avoid having an undeliverable address.

INSURANCE POLICY

We add insurance to all items! This ensures if your package is lost, damaged, or stolen a claim can be filed. If your item is lost or damaged, CONTACT US IMMEDIATELY and we will file the insurance claim for you. We will help you investigate the problem and contact you if any further documents are required.

Important Notes:

1) Replacements will ONLY be shipped pending a thorough investigation. Replacements are only valid on orders that are confirmed to be lost or damaged. This process can vary between fourteen (14) days or up to two (2) months depending on the shipping carrier of your item. You will need to place another order. if you cannot wait that long. We will reship you the original transaction once we receive the reimbursement from the insurance company or receive the missing shipment back.

2) Claims for Damage item must be submitted within 24 to 48 hours of receiving your package. We must receive supporting evidence like proof of damaged item (clear picture) before we can file a claim. Most of our shipments require a signature, If the shipping package is damaged, we will recommend refusing the package.

3) Claims for a lost package are eligible for submission depending on the carrier.

Please Note the Claim eligibility base on the carrier:

UPS – 1 to 7 days after the shipment date, once the package has been confirmed as delivered or lost.
USPS – 30 days after the shipment date.
DHL – within 30 days after the shipment date.

4) We strongly advise you to keep Damaged items in the exact condition you received it.

 

EURO COLLECTION ONLINE PRIVACY POLICY

Updated: January 1, 2023

The information we collect, how it’s used, to whom it’s shared, as well as the choices, are given to control access and update your info is what our privacy policy covers. We do our best to create this policy in a typical human voice for better understanding. However, if you still have more questions regarding anything in this policy, then feel free to contact us. 

Online Privacy Policy

Your privacy is crucial to us. To help protect your privacy better while shopping online, this online privacy policy will explain all the information we collect, how we use and safeguard it, as well as where you can contact us for any concerns.

What Information Do We Collect?

We use the information on general usage and other optional personal details the customer provides. Euro Collection Hair collects these details, so we can display personalized content to visitors shopping online. Furthermore, these details will be analyzed to judge our system’s performance and to help execute the customized features for your experience.

We may collect data from visitors and customers of our website. This will allow us to process orders properly. We will gather the following information:

•First and Last Name

•Shipping and Billing Address

•Email Address

•Phone Number

•Credit or Debit Card Information

•We also collect other details, such as the date, time, and IP address.

Euro Collection Hair also collects these details, so we can display personalized content to visitors shopping online. Furthermore, these details will be analyzed to judge our system’s performance and to help execute the customized features for your experience.

How Do We Use Your Information?

Data security is important to us. We ensure that we do not use your information for illegal matters. Your information will only be used to fill orders, contact you for questions and updates regarding your order, or to send any promotional offers to your email.

Euro Collection Hair may send newsletters to our customers and visitors. You may unsubscribe if you want to stop receiving the newsletters by simply replying to the unsubscribe link located in the email.

Commitment to Your Data Security

All personal information collected on this website will be kept confidential. It will not be sold, reused, rented, disclosed, or loaned unless in cooperation with law enforcement bodies. We will only disclose information to law enforcement bodies relating to content violations or other violations of applicable laws.

Your information will exclusively be used for fulfilling your orders, to ensure an excellent experience when shopping online. The strict guidelines in this online privacy policy are adhered to keep all personal information private.

You may contact us for questions and comments regarding this online privacy policy.

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Terms & Conditions

Conditions of Use

Welcome to the EURO COLLECTION Web site. Please carefully read below as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you. By using this Web site YOU AGREE TO BE BOUND BY ITS CONDITIONS OF USE (explained below), PRIVACY POLICY, and all disclaimers and terms and conditions that appear elsewhere on this EURO COLLECTION Website.

EURO COLLECTION reserves the right to make changes to this Web site and its Conditions of Use at any time. Each time you use this site, you should visit and review the then-current Conditions of Use, and Privacy Policy that applies to your transactions and use of this site. If you are dissatisfied with the EURO COLLECTION Web site, its content, or Conditions of Use and Legal Notices, you agree that your sole and exclusive remedy is to discontinue using the EURO COLLECTION Web site at this time.

Furthermore, non-personal visitor information might be provided to other third parties, which will be used for advertising or marketing purposes.

User

Tampering with the site, misrepresenting the identity of a user, or conducting fraudulent activities on the site is prohibited. All intending customers of EURO COLLECTION must register on our site and have an account in other to place an order. We only allow one account per user. Please note you cannot the username on your account so ensure you use the username you really want.

Right to Change Sites

EURO COLLECTION reserve the right, at any time in our sole discretion, to modify, suspend or discontinue the Sites or any service, content, feature, or product offered through the Sites, with or without notice; modify and/or waive any fees charged in connection with the Sites; and/or offer opportunities to some or all users of the Sites. You agree that we shall not be liable to you or to any third party for any modification, suspension, or discontinuance of the Site, or any service, content, feature, or product offered through the Site.

Site Contents

The Sites and the Contents are intended solely for personal, non-commercial use. You may download or copy the Contents and other downloadable materials displayed on the Sites for your personal use only. No right, title, or interest in any downloaded Content is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or exploit in any way any of the Contents or the Sites.

Unless otherwise specified, the Sites and the Contents are intended to promote EURO COLLECTION products and services. The content on this site does not constitute professional advice. You should consult your professional hairstylist, cosmetologist, or dermatologist. EURO COLLECTION is not responsible for any medical or health problems that may result from your engaging in any activities described on this site or from any information you obtain from this site.

Personal Information Submitted Through the Sites

Your submission of personal information through the Sites is governed by our PRIVACY POLICY.  This Agreement incorporates by reference the terms and conditions of the Privacy Policy.

Other Submissions

Apart from your personal information, any communication or material you send to the EURO COLLECTION site, electronically or otherwise, including but not limited to data, questions, comments, suggestions, or submissions is and will be treated as non-confidential and non-proprietary. Anything you send to the EURO COLLECTION site may be used by EURO COLLECTION for any purpose including but not limited to modification, reproduction, transmission, disclosure, publication, broadcast, and posting. By submitting material to EURO COLLECTION, you irrevocably transfer and assign to EURO COLLECTION, and forever waive and agree never to assert, any copyrights, “moral” rights, rights of publicity or to privacy, or other intellectual property or proprietary rights that you may have in such material. EURO COLLECTION is free to use, without obligation of any kind, any ideas, concepts, techniques, or know-how contained in any communication you send to the EURO COLLECTION site for any purpose whatsoever, including but not limited to developing: manufacturing, and marketing products and services.

Disclaimers and Limitations of Liability

By using the EURO COLLECTION, you expressly agree that the use of the EURO COLLECTION Web site is at your sole risk. EURO COLLECTION website is provided on an “AS IS” and “as available” basis. Neither EURO COLLECTION”, affiliates, subsidiaries, or designees nor each of their respective officers, directors, employees, agents, third-party content providers, designers, contractors, distributors, merchants, or the like (collectively, “Associates”) warrant that the use of the EURO COLLECTION Web site will be uninterrupted or error-free. Neither EURO COLLECTION nor its Associates warrant the accuracy, integrity, or completeness of the content provided on the EURO COLLECTION Web site or the products or services offered for sale on the EURO COLLECTION Web site.

Further, EURO COLLECTION makes no representation that content provided on the EURO COLLECTION Web site is applicable to, or appropriate for use in, locations outside of the United States. EURO COLLECTION and its Associates specifically disclaim all warranties, whether expressed or implied, including but not limited to warranties of title, merchantability, or fitness for a particular purpose. No oral advice or written information given by EURO COLLECTION or its Associates shall create a warranty.

Under no circumstances shall EURO COLLECTION or its Associates be liable for any direct, indirect, incidental, special, or consequential damages that result from your use of or inability to use the EURO COLLECTION Web site, including but not limited to reliance by you on any information obtained from the EURO COLLECTION Web site that results in mistakes, omissions, interruptions, deletion or corruption of files, viruses, delays in operation or transmission, or any failure of performance.

The foregoing Limitation of Liability shall apply in any action, whether in contract, tort, or any other claim, even if an authorized representative of EURO COLLECTION has been advised of or should have knowledge of the possibility of such damages. User hereby acknowledges that this paragraph shall apply to all content, merchandise, and services available through the EURO COLLECTION Web site. The customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, EURO COLLECTION is not liable or responsible for any amount of damages above the aggregate dollar amount paid by the customer for the purchase of services under this agreement.

Indemnification

You agree to defend, indemnify and hold EURO COLLECTION harmless from and against any and all claims, damages, costs, and expenses, including attorneys’ fees, arising from or related to your use of the Sites and/or your breach of any representation, warranty, or other provision of the Agreement.

Copyrights

Images of people or places displayed on the EURO COLLECTION site are either the property of, or used with permission by, EURO COLLECTION. Use of these images by you or other third parties is prohibited unless expressly permitted in the Terms of Use or elsewhere on the EURO COLLECTION site. Any unauthorized use of these images may violate copyright laws, trademark laws, the laws of privacy and publicity, and other applicable regulations and statutes. Any product, service, program, or technology described in any document published by EURO COLLECTION on this site may be the subject of other intellectual property rights owned by EURO COLLECTION. Any such right that is not expressly licensed hereunder is reserved by EURO COLLECTION.

User Comments, Feedback, and Other Submissions

EURO COLLECTION is pleased to hear from users and welcomes your comments regarding our products and services. (collectively, “Comments”), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use in any medium any Comments that you forward to EURO COLLECTION.

EURO COLLECTION is and shall be under no obligation to (1)maintain any Comments in confidence; (2) to pay compensation for any Comments; or (3) to respond to any Comments. EURO COLLECTION has the right but not the obligation to monitor and edit or remove any Comments.
You agree that your comments will not violate any rights of any third party, including copyright, trademark, privacy, or other personal or proprietary rights.

You further agree that your comments will not contain libelous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Sites. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead EURO COLLECTION as to the origin of any Comments. You are solely responsible for any comments you make and their accuracy. EURO COLLECTION takes no responsibility and assumes no liability for any Comments posted by your or any third party.

Product Information

The EURO COLLECTION website has lots of information regarding our products. We have the “Overview” page and the “details” tab, PLEASE ensure to properly review the “details” tab and visit the corresponding links if provided. By successfully placing your order via our website, we assume that you have read all the details regarding your product of interest.

The prices displayed on the Sites are quoted in U.S. Dollars.

Color Display

EURO COLLECTION attempts to display product images shown on the site as accurately as possible. We will make every effort to match each order to your exact specifications but keep in mind that the conditions that these photos were taken were under studio lighting and colors will also vary from monitor to monitor. Use the color chart as a general guide, but not a literal one.

NOTE FOR “NATURAL BLACK AND NATURAL BROWN HAIR

Please ensure to read the “details” tab on the individual product page. Because these two colors are natural hair colors, each individual piece comes from a separate donor we cannot guarantee the exact hair color shade. In some cases, we may have natural lighter or darker pieces that are available upon request but not guaranteed. Please be forewarned, a slight color variation will not be a reason to request an exchange. You may add in a comment session upon checkout with your natural color preference and we will do our best to meet your request based on the inventory on hand.

Texture Display

Due to the fact that EURO COLLECTION offers 100% virgin cuticle human hair which is real hair from a real donor, each individual pouch comes from a separate donor we cannot guarantee the exact hair texture. Some hair comes naturally silkier. Each characteristic affects the way the hair behaves/reacts to weather and product. This is the dynamic of virgin hair and is beyond our control. Depending on the batch you receive, you will consult your professional stylist and adapt to the maintenance routine for that type of hair.

We have tried our best to categorize the color, the image provided are guidelines only and not direct literal ones. We cannot guarantee the exact color. A slight variation will not be a reason to request an exchange.

Image Display

The images shown on the site must be used as a general guide, but not a literal one. Due to the dynamic of real hair, the way you style or treat the hair will affect the finished look. Keep in mind that the conditions that these photos were taken were under studio lighting and colors, textures, and sizes will also vary from monitor to monitor. The “Details” tab and the actual product will determine what you’re ordering.

Errors, Inaccuracies, and Omissions

Product availability and prices offered are subject to change without any notice. Occasionally there may be information on the EURO COLLECTION website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. Errors will be corrected where discovered, and EURO COLLECTION reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions including after an order has been submitted and whether or not the order has been confirmed and your credit card charged.

If your credit card has already been charged for the purchase, we will contact you with an option to cancel or process your order. If you wish to process the order, we will require you to pay for the difference if less payment is captured or we will issue you a refund of the excess amount if more payment is captured. If you wish to cancel your order, EURO COLLECTION will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.

Pricing Policy

Our website will display the current selling price. Prices and offers are subject to change without notice.

ALL SALES ARE FINAL for discontinued and clearance items.

Sales Tax Policy

EURO COLLECTION collects and remits sales tax as required by U.S. 6% Maryland Sales Tax applies to all orders shipped to the state of Maryland. Sales tax is based on the full price.

Payment Option/ Terms

Currently, we accept (1) all major credit cards (2) Venmo/ Zelle/ CashApp (3) Bank Wire transfers.

The terms of payment are always 100% upfront. As soon as you place an order online via the credit card option, note that your credit card will be charged immediately.

WE TAKE CREDIT CARD FRAUD SERIOUSLY!

All Credit card fraud and theft of our merchandise will be prosecuted to the fullest extent of the law.

To process orders going to a different address other than your billing address MUST require you to fill out a credit card authorization form and verify your credit card. This includes submitting the image of your credit card and other supporting documentation before your shipment can be processed. 

Promotional Materials

Coupon Code: Promotional Codes are debited at the time an order is placed. Coupons will automatically be redeemed to purchase totals, up to the total purchase amount. Coupons must be used prior to their noted expiration date, additional terms of the coupon, and within a single transaction. Coupon cannot be combined with the additional offer, it is void if you cancel or return your purchase.

Reward Points

Reward points and membership are not lifetime and do expire within 2 years of not being used/ inactivity.

You can easily redeem your points or use them for an upgrade, it gives you more control! We updated our point/ membership expiration time, please reference below. This is easily visible via the point dashboard once you log in.

Expiration Period:

Reward Point Features

Silver

  • Required Points – 500
  • Expiration – 1 Year
  • Benefit – 5% Off select products

Gold

  • Required Points – 2,000
  • Expiration – 2 Years
  • Benefit – 5% Off all products

Platinum

  • Required Points – 5,500
  • Expiration – 3 Years
  • Benefit – 10% Off all products

Diamond

  • Required Points – 11,000
  • Expiration – 4 Years
  • Benefit – 15% Off all products

 

Product Availability

Our entire inventory is online and most time will be accurate. For any reason, including a system error that your product is out of stock, or unavailable or if we are just simply unable to fulfill your order we will contact you immediately to find out if you are interested in receiving a substitution. If a substitution is not acceptable you may wish to cancel the sale in which case, we will refund the full amount we charged to your credit card.

Order Validating/Acceptance/Confirmation

Your receipt of electronic or other forms of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. The EURO COLLECTION Web site reserves the right at any time after receipt of your order to accept or decline your order for any reason.

Although our system charges you immediately after placing your order, this is NOT a guarantee that we will immediately ship out your order.

After you place an order using our shopping cart, we will check the information you give us for validity, by verifying your method of payment or shipping address we reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. We also reserve the right to reject any order you place with us, and/or to limit quantities on any order, without giving any reason.

If we reject your order, we will attempt to notify you using the e-mail address you have given us with the order. We will process a refund for the charge that has been made against your card.

Order Processing

We require at least 48 hrs to process a confirmed order. By confirmed orders, we mean orders that have passed our payment and shipping terms. Make sure to review our payment and shipping terms before placing your order.

Our business hours are Monday through Friday from 10:00 am to 5:00 pm EST. All orders received before 2:00 pm are processed as the next business day order. Orders placed over the weekend will be considered the next business day order. Once shipped, orders arrive within the estimated time frame selected on your SHIPPING OPTION checkout.

For your protection, all hair orders over $50 require a signature confirmation upon receiving them.

Order Changes/Cancellation

You CANNOT cancel your order once placed. We will honor a mild order change prior to shipment up until the status changes to “In progress”

We do not issue a refund but we can gladly exchange your item if you wish. Also, note that no exchange will be issued on packages returned due to a bad address, refused upon delivery, and unclaimed.

Order Limitations/ Limited Quantities

EURO COLLECTION, at its own discretion, limits or cancel quantities purchased per person, per household, or per order. We reserve the right to reject any order you place with us, and/or to limit quantities on any order, without giving any reason.

These restrictions may include orders placed by the previously ordered customer, using the same EURO COLLECTION Web site account, the same credit card, and orders that use the same billing and/or shipping address. In the event we make a change to an order, we will attempt to notify you by contacting the e-mail address you registered with on our site.

If we reject your order, we will generally attempt to notify you using the e-mail address you registered with on our site.

International Order

At this time, If your billing address is an address other than the USA and Canada, we ONLY accept Wire Transfers for ALL orders. There will be an additional $20 fee for International Bank Wire Transfer.

Please review our INTERNATIONAL SHIPPING for additional information.

Shipping/ Order Tracking

All orders placed on this site are subject to product availability and will be shipped according to EURO COLLECTION shipping policies. Our system will automatically send you an update once your order status changes. This update includes your shipping update and tracking number once your order is shipped.

It is your responsibility to track your order especially if your shipping option is “United States Postal Service” this is because they will only attempt delivery once and afterward you must go to the local post office to pick up your item. Failure to do so will warrant the item being returned to us. In that case, we will charge you an additional shipping fee to reship your item.

Please review our SHIPPING POLICY for additional information on shipping options, transit times, rates, and policies.

Return/ Exchange Policy

All sales made through the EURO COLLECTION Web site are subject to the EURO COLLECTION return policy.

EURO COLLECTION is a reputable hair extension company. We take so much pride and pay attention to the details of the product we ship to our customers. Everything package goes through a rigorous quality control process to make sure you are receiving the best quality product possible. All hair orders are thoroughly inspected before shipping. Our goal is to have satisfied returning customers hence have maintained over 95% positive feedback from our customers.

We do not offer Refunds on a successfully processed and shipped order; you will receive a STORE CREDIT. We suggest that you request a sample where applicable before investing in the hair if you are not familiar with Our Hair. Also, note that returns due to a slight color variation will not be authorized.
Please review our RETURN/ EXCHANGE policy for a complete explanation of the return policy.

Return Fraud

We take ALL Return Fraud seriously. All incidents must be reported to authority to the fullest length of law.

Return frauds include but are not limited to:

Returning a counterfeit product that is not the product ordered.
Purchasing merchandise for short-term use with the intent to return the item Purchasing higher-priced merchandise with the intention of returning the item(s) claiming the lower-priced item was received.

Product Defect/ Replacements

EURO COLLECTION takes great pride in our product, each package is a product of 100% FULL CUTICLE human hair, hence certifies and guarantees that.

PLEASE NOTE:

Thoroughly review your product including the weft before removing your label. You can also do a few strand tests on the weft to determine the integrity and quality of the hair prior to using it. Since this is natural hair, it will be reactive to products used, how it’s installed, the environment, and maintenance routine.
Due to hygienic reasons, we will not accept any product without the label and packaging intact.

However, if you already installed the hair and feel you have received any product that is defective you must contact us within 14 calendar days from the date your item was received. We will also require you to submit corresponding details and evidence which includes images of the product in question, then we will require you to send us the product back, this means you will need to uninstall the extension.

Please note that waiting longer to install or uninstall the hair will make it void for any sort of review, we simply cannot accept the product at that time. Although no refunds are permitted we will address the quality issue at once.

If EURO COLLECTION verifies and agrees that the product is defective in any way, EURO COLLECTION will then exchange or replace the item.

Note that you will be responsible for paying costs associated with returning the EURO COLLECTION product(s) if we do not validate the product defect issue.

If the customer selects a product in exchange for greater value, they will be responsible for paying the additional cost of the item.

Lost item/Insurance

In the rare event that your order never arrives, notification of lost items must be received within 14 days from receipt of the shipping confirmation e-mail. Please view our INSURANCE POLICY here.

Dispute Resolution

Mindful of the high cost of litigation, not only in dollars but also in time and energy, both you and EURO COLLECTION agree to the following dispute resolution procedure: In the event of any controversy, claim, action, or dispute arising out of or related to any transaction conducted on the Sites, or the breach, enforcement, interpretation, or validity of this Agreement or any part of it (“Dispute”), the party asserting the Dispute shall first try in good faith to settle such dispute by providing written notice to the other party describing the facts and circumstances (including any relevant documentation) of the Dispute and allowing the receiving party 30 days in which to respond to or settle the Dispute.

Both you and EURO COLLECTION agree that this dispute resolution procedure is a condition precedent that must be satisfied prior to initiating any litigation or filing any claim against the other party.

Termination of Use

EURO COLLECTION may, in its sole discretion, terminate your account or your use of the EURO COLLECTION website at any time. EURO COLLECTION reserves the right to change, suspend or discontinue all or any aspects of the EURO COLLECTION Web site at any time without prior notice.

Please contact us for any Inquiries regarding further clarification of our Terms and Conditions or general questions.

EURO Collection CUSTOMER RAVE PHOTO GUIDELINES

Before being submitted, all images must adhere to our Customer Rave standards in order to maintain uniformity.
Please follow the instructions listed below:

•Large clear sizes (1MB+) are desired.

•Selfies should only be taken for supplementary photos. It will be fantastic to have a friend or member of your family take the photo so they can get your side and back views.

•Only upload images with plain, uncluttered backgrounds. The emphasis must be on the hair.

•At the very least, send a front-on and side profile shot.

•A minimum of two photographs must be in portrait format.

•Only send in crystal-clear, sharp images.

•We prefer pictures of just you; if it’s a group shot, everyone in it needs to be wearing our merchandise.

Click Here to view any of our highlighted customers as an example of a photo that is appropriate for Customer Rave.

Please don’t hesitate to get in touch with us if you have any queries regarding filling out the questionnaire or sending in your customer rave.

Euro Collection CUSTOMER RAVE TERMS AND CONDITIONS

Euro Collection Hair cannot consider photographs submitted on behalf of another person. Photographs are selected for publication at the sole discretion of the Euro Collection Hair team. There will be no payment for publication.

Euro Collection Hair may cut, edit, crop or arrange your photograph(s) or graphic as we think fit to appear on the Euro Collection Hair websites and company blog, and we may remove your photograph(s) or graphics at any time. Your public name will be published alongside your photograph(s) or graphic, but we may modify any comments that you submit along with your photograph(s) or graphic before publishing.

IMPORTANT: You retain ownership of the copyright of your photograph as its author and you are free to republish it wherever you wish and in whatever medium you want.

By submitting your photograph for “Customer Rave” consideration, you represent and warrant that:

• You own the rights to any and all submitted photos and confirm that none of the submitted photos contain any third- party materials and/or content that you do not have permission to use.

• You further warrant and represent that your photograph is not obscene, defamatory, or in breach of any applicable legislation or regulations.

• You: a) give Euro Collection Hair permission to publish your photos on the Euro Collection Hair websites and company blog; b) Grant Euro Collection Hair a non-exclusive, royalty-free, worldwide license to republish your photos; c) Give Euro Collection Hair permission to use your public name, town or city.

Order Online, Pick up at the Warehouse

Pickup from our warehouse in Rockville, MD – FREE

Important Note:

1. Please ONLY arrive for pickup when your order status says “Ready for Pickup” You can always find the status of your order by visiting your Order History Page.

2. You will also receive an email from us once your order status changes to “Ready for Pickup”

3. This is usually within 24 hrs of “confirmed payment” for the “In-stock” item. For the “Back-Order” or “Custom-Order” items, you will also receive an email when your order is back in stock and ready for a pickup.

4. If your order is via a credit card, we will require the original credit card used and photo ID to reconfirm your identity for security purposes. Please note to come with these 2 documents.

Local Pickup Days/ Time: 

Pickup Address: ONYC Hair Warehouse, 611 Lofstrand LN, Rockville, MD 20850
 

Pickup Days: Monday – Friday (excluding public holidays)

Pickup Time: 11 am – 4 pm EST

Reward Points

Get 2% back in rewards on every purchase. rack up your points and upgrade to gold, platinum, or diamond status!

HOW IT WORKS

Points are credited to your account once your order is sent out.

Rewards points accumulate
on your account as you shop
(you’ll be eligible for Gold,
Platinum or Diamond status)

The value of your Reward Points will be awarded for upgrades and discounts.

MORE WAYS TO GAIN

Write Review

Share Referral Link

Submit Photo

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LOGIN WITH A SOCIAL NETWORK

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