Shipping
All orders will generally be dispatched within 1-2 Business Days (Business Days excludes weekends and public holidays) but may take up to 4 Business Days From our Macquarie Park, NSW 2113 Warehouse.
From time to time, we may experience delays in dispatch due to a high volume of sales, trade shows, public holidays, government restrictions or situations beyond our control however we will endeavour to notify you of any delays as they occur.
Due to all parcels requiring a signature on delivery - we cannot leave a note for the postman saying your parcel can be left at the door/behind the gate/ etc. It will be attempted to be delivered and then transferred to your Local Post Office for collection, in the event you do not collect the parcel in time and the parcel is returned to us or you supply us with the incorrect information, re-shipping fees will be due before re-dispatch.
Shipping Cost
Shipping for AU orders over $100 are free, and for orders under $100, a flat rate fee of $12.00 applies - for any international orders this will be calculated by weight and is reflected within the checkout pages.
How Long Will Delivery Take?
Once your items have been dispatched you will receive an email with the tracking information so you can monitor the progress of your shipment. Delivery can be expected within 1 - 6 business days, depending on your location, however occasionally, carriers experience delays. Balmain Paris Hair Couture will try our best to ensure prompt dispatch however once your parcel leaves our warehouse any delays are beyond our control.
Who Will Deliver My Parcel?
All orders are shipped with Australia Post Express
My Order Never Arrived
In the rare event your order has not arrived contact us via email
Balmain Paris Hair Couture will not be liable for parcels lost in transit if:
1. The parcel postal address provided by you is invalid or incorrect, and
2.The parcel delivery has been altered by the receiver by means of, parcel redirect, Safe Drop, request of parcel to be left in a safe place, parcels not collected from Post Office/Depot in time, or parcel has been delivered to the address and someone at the given address has accepted the parcel and not given you the parcel. Once the parcel has been received at the requested address Balmain Paris Hair Couture is no longer liable for your parcel and,
Returns Policy
Change-of-Mind
Balmain Hair Couture will accept Change-of-Mind, Under strict circumstances.
All returned items for Change-of-Mind must be
- In their original condition and packaging
- Unopened and Unused Condition
- Lodged for return within 14 days from the date of receipt of the product.
If your items meet the above criteria, you can expect a store credit to be used the next time you shop with us. We would like to kindly note Balmain Hair Couture has the right to refuse a simple change of mind returns if the above criteria are not met as per consumer law.
All of our returns are processed at the below address:
Attn: Balmain Hair Returns
Professional Use Pty Ltd
PO BOX 80
North Ryde BC NSW 1670
Please note, we do not cover the shipping costs for Change-of-Mind returns and do not accept any liability for loss or damaged products in transit - this is the responsibility of the sender so we recommend sending by insured and registered postage.
Faulty and Damaged Items
At Balmain Hair Couture we strive to provide you with high-quality products and excellent customer service. We understand that sometimes products may arrive damaged due to unforeseen circumstances during transit. To ensure a smooth and fair process, we have implemented the following refund and returns policy for damaged items:
1. Reporting Damaged Items:
1a. Please notify us of any damaged items within 3 Business Days from the date of delivery. We recommend reporting the damage as soon as possible to expedite the resolution process.
1b. Contact our customer support team via email/phone and provide the necessary details such as your order number, item description, and a brief description of the damage.
2. Evidence of Damage:
2a. To initiate the refund or returns process, we require visual evidence of the damage. This may include clear and detailed photographs of the damaged item(s) and, if applicable, the packaging.
2b. Ensure that the images clearly show the extent of the damage and provide multiple angles if necessary.
3. Return of Damaged Items:
3a. In some cases, we may request the return of the damaged item(s). We will provide you with detailed instructions on how to return the item(s) safely and at no additional cost to you.
3b. Please ensure that the item(s) are securely packaged to prevent further damage during transit.
4. Evaluation and Resolution:
4a. Once we receive the evidence of damage and, if applicable, the returned item(s), our team will assess the situation thoroughly.
4b. We will evaluate the extent of the damage and verify that it aligns with your reported claim.
4c. If the damage is confirmed, we will offer you one of the following options:
- Full refund of the purchase price, including any shipping fees paid.
- Replacement item sent to you at no additional cost.
4d. The choice between a refund or a replacement will be based on product availability and your preference.
5. Timelines for Refunds or Replacements:
5a. We strive to process refunds and replacements as quickly as possible.
5b. Once the assessment is complete and the resolution is agreed upon, we will process your refund within 5 Business Days or dispatch the replacement item accordingly.
5c. Please note that it may take additional time for the refund to reflect in your original payment method, depending on your financial institution's processing time.
Please note the following important considerations:
This policy applies specifically to items that were damaged during transit or as a result of manufacturing defects.
This policy does not cover damage caused by misuse, negligence, or improper handling of the products after delivery.
For non-damaged returns or exchanges, please refer to our standard change-of-mind policy.
We will provide a consignment label and accept returns and/or process refunds, including postage costs, in the following circumstances:
- Product/s that have been damaged in transit - you must notify us within 1 business day of receipt,
- Products/s that develop a fault after purchase, except customer misuse or wilful damage,
- Product/s that have been wrongly delivered.
You should expect to receive your refund, store credit or replacement within 5 business days of us receiving your item.
Returns Address
Please send your returns to us here:
Professional Use, PO Box 80, North Ryde BC NSW 1670