Shipping & Delivery
Free Worldwide Shipping
All our prices on the website include FREE standard shipping worldwide*. All our Clip-in Hair Extensions by The Heart Company are shipped from our warehouses in Germany.
It will approximately take 2 business days to process your order. Our warehouse ships Monday to Friday, excluding public holidays and weekends. You will receive our confirmation e-mail with your tracking link once your order has been shipped.
Please note that if you provide us with incomplete or inaccurate addresses, or if there are unverified order details, it may delay the shipping process. Please be so kind to review your shipping and billing information prior to checking out to avoid any process problems.
Upon delivery to your shipping address, a signature may be required. Most packages are delivered to the mailbox or front door of the address provided. We recommend to input a shipping address where you or a trusted person will be able to accept the package.
TRACKING YOUR ORDER
You will receive our confirmation e-mail when your order has been processed, which can take up to 24 hours or more. A second e-mail will be sent once your order has been shipped from our warehouse. This e-mail will include your shipping tracking number as well as a link to follow the delivery path of your package. In case there ever is a problem with your tracking number or package delivery, please be so kind to contact the courier service directly. It can take 2-4 days for the tracking information to be visible. In some rare case, the tracking information may not update but you will still receive your order.
DISCLAIMER WRONG ADDRESS
Our client is responsible to provide The Heart Company with the correct shipping address. In order to accelerate processing and shipping times, there is a very small time gap to change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at firstname.lastname@example.org immediately after noticing. Our customer service team will always do their best to change your data but we still cannot guarantee that we will be able to stop the process.
If it is too late for our team to cancel your order, you can return your order to us once you have received it. For more information on how to return your order please refer to our return policy. The only thing we can do is to wait if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
You are responsible for the return shipping costs back to The Heart Company warehouse partner. Please check our return policy for information about how to correctly return your order.
DELIVERED BUT NOT RECEIVED
All our shipments have tracking with delivery confirmation. When the tracking information confirms that your package has been delivered to the provided shipping address but you have not received your item, please contact the courier service directly to check this problem. The Heart Company is not responsible for packages for which the tracking information states the package has been delivered to the address provided by you.
EUROPEAN UNION VALUE-ADDED TAXES (VAT)
Please note that The Heart Company currently charges the German rate of 19% VAT on all orders shipped to a country within the European Union (EU) according to the long distance selling regulation of the European Union (EU). The Heart Company in no way benefits from the VAT and directly pays the VAT to the government.
INTERNATIONAL TAXES & DUTIES
International customers (outside of the European Union) are responsible to pay any applicable inbound duties, taxes, and any other fees which you are informed about by your local Customs Authority. These fees are not collected by The Heart Company but paid to your local carrier or government directly. Therefore, The Heart Company cannot refund these fees and duties.
We ship international packages DDU - duties and taxes unpaid. This means that these fees are not included in the price of the goods you purchase from our online shop. All related fees must be paid by the recipient to receive the ordered package. As we are unable to estimate the exact amount of such fees, we kindly ask you to contact the Customs Authority in the country that your order is to be shipped to.
If your order is shipped by DHL, DHL pays any duties and taxes once the package enters the country on your behalf. This simple process ensures that the courier can deliver your package in the shortest possible time. The goods are handed over to you only upon full payment of any duties and taxes that were paid by DHL on your behalf. On some occasions, you might receive the DHL-invoice charging these fees shortly after the delivery of your order package.
* We are sorry that we are unfortunately not able to deliver to the following countries:
Afghanistan, Aland Islands, Albania, Algeria, Angola, Anguilla, Antigua And Barbuda, Armenia, Aruba, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Bermuda, Bonaire, Sint Eustatius and Saba, Botswana, Bouvet Island, British Indian Ocean Territory, Burkina Faso, Burundi, Cambodia, Cape Verde, Cayman Islands, Central African Republic, Chad, Christmas Island, Cocos (Keeling) Islands, Comoros, Republic of the Congo,The Democratic Republic Of The Congo, Cook Islands, Cuba, Curaçao, Côte d'Ivoire, Djibouti, Dominica, Dominican Republic, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Fiji, French Guiana, Gabon, Gambia, Ghana, Georgia, Guyana, Haiti, Heard Island And Mcdonald Islands, India, Iran, Islamic Republic Of Iraq, Jamaica, Kazakhstan, Kenya, Kiribati, Democratic People's Republic Of Korea, Kosovo, Kuwait, Kyrgyzstan, Lebanon, Liberia, Libyan Arab Jamahiriya, Macao, Macedonia, Republic Of, Madagascar, Malawi, Maldives, Mali, Mauritania, Mauritius, Mayotte, Moldova, Republic of, Mongolia, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, Nicaragua, Niger, Nigeria, Norfolk Island, Oman, Pakistan, Occupied Palestinian Territory, Papua New Guinea, Pitcairn, Qatar, Republic of Cameroon, Reunion, Russia, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, Sao Tome And Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Sudan, Sri Lanka, St. Vincent, Sudan, Suriname, Swaziland, Syria, Tajikistan, Tanzania, United Republic Of, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, Uzbekistan, Vanuatu, Venezuela, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe.