EXCHANGE & RETURN POLICY
We’re here to help you find your perfect match.
At Locks & Mane, we want you to feel confident in your purchase.
To be eligible for a return or exchange, your request must be initiated within 30 days of delivery on eligible hair extensions, provided they are unopened, unworn, and in their original condition with all security seals intact.
Due to the hygienic nature of our products, we cannot accept returns or exchanges on hair extensions that have been opened, worn, altered, or tampered with.
Final Sale items are eligible for exchange or store credit only. Hair accessories are final sale.
EXCHANGES
Need a different shade?
We make exchanges simple. If your shade isn’t quite right, send your eligible, unopened set back to us and let us know which shade you’d like instead.
How do I exchange my order?
- Contact our Customer Care team to initiate your exchange. You can email info@locksandmane.com.
- Ship your extensions back to us using the return instructions provided to your email.
- Once your return has been received and inspected, your replacement order will be processed.
- Replacement orders are typically processed within 1–2 business days.
All returned sets must be received with their original security seals intact and in their original, unused condition.
How long will it take to receive my exchange?
Once your return has been received and confirmed to be in eligible condition, your replacement order will be processed within 1–2 business days. Shipping times will vary depending on your selected shipping method and destination.
RETURNS
How do I return my order?
To initiate a return, please contact our Customer Care team (info@locksandmane.com) within 30 days of receiving your order. We’ll provide you with the appropriate return instructions.
Returns must be received within the applicable return period and meet all eligibility requirements outlined in this policy.
If a return is received in an ineligible condition, Locks & Mane reserves the right to deny the refund or exchange and return the item to the customer.
When will I receive my refund?
Once your return arrives at our warehouse, it will be inspected to confirm that the extensions are unopened, unworn, unaltered, and have all original security seals intact.
Approved refunds will be issued to the original method of payment within 3–5 business days of the return being processed.
Please note that your financial institution may require additional time for the refund to appear on your statement.
FINDING YOUR PERFECT SHADE
Not sure which shade is right for you?
We understand that finding your perfect color match online can be challenging.
If you’re deciding between shades, our Customer Care team (info@locksandmane.com) is happy to help. Simply send us:
- A photo of your hair in natural lighting
- A full photo showing your hair from the top of your head to the ends of your natural hair
Our team will help guide you toward the best match.
RETURN SHIPPING
Do I have to pay for return shipping?
Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as Locks & Mane cannot be held responsible for returns that are lost or damaged in transit.
If you are exchanging an item, please follow the return instructions provided by our Customer Care team.
Customers are responsible for ensuring that their return is packaged securely.
Are original shipping costs refundable?
Original shipping costs, including expedited or express shipping fees, are non-refundable, unless the return is the result of an error on our part or the product arrived damaged or defective.
What if my order arrives damaged or I receive the wrong item?
We’re sorry! Please contact our Customer Care team at info@locksandmane.com within 7 days of delivery with your order number and photos of the item and packaging. Our team will review your request and help make it right.
HOW CAN I CONTACT LOCKS & MANE?
Our Customer Care team is happy to help with any questions regarding returns, exchanges, color matching, or your order.
Please contact us at info@locksandmane.com