Returns

Refunds in line with our shipping policy:

As a customer, please ensure that you have read and understood our shipping policy before making a purchase. We strive to process all orders swiftly, typically within hours of purchase. However, during busier periods, your order may take 1-2 days to process. Delivery times are generally 4-9 business days, but delays may occur during Christmas and holiday periods, which are beyond our control. We do not offer refunds if an item purchased as a gift does not arrive on time due to a misunderstanding of our shipping policy.

If you'd like to track your order, please visit here.

Incorrect address:

We do not offer refunds if your package is not delivered successfully due to an incorrect address. Please ensure you enter the correct address at checkout.

If you realize you have entered the incorrect address, you must contact us within 2 hours to correct it. If you do not contact us within this time frame, we cannot guarantee that your package hasn't already been shipped.

If your package has already been shipped and the address is incorrect, please contact the last-mile shipping provider responsible for your package. This information can be located at the bottom of the Track My Order page once you enter your order number and international tracking number (provided via email once your package is shipped by us).

Please note that once your package has been shipped, we are unable to change the delivery address.

Change of mind:

Thickify offers a 100% money-back guarantee. If you are unhappy with your purchase, please notify us before using your Thickify hair fibres and within 30 days of your purchase.

Please note, we do not issue refunds on non-faulty items. Store credit will be provided once your return item/s is/are received back at our warehouse.

We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some cases, we may require the faulty item to be returned to us for further inspection.

Due to the personal and hygienic nature of our products, we cannot offer change of mind refunds once your product has been used and removed from its original packaging.

As your Thickify hair fibres are personal hygiene items, they must be returned unopened and in the same condition as purchased, including the original packaging.

To begin processing your return, we require a receipt or proof of purchase, such as an order number. Email these to hello@thickify.co.

You must post your Thickify via registered post and provide us with the tracking number. Return shipping costs are non-refundable for change of mind orders.

Once we've received your Thickify, we'll issue you a full refund for the price of your product.

Colour Match Guarantee:

For first-time customers, if you feel you have ordered the wrong color and it does not blend well with your hair, we will send you a replacement color of your choice. To take advantage of this guarantee, please email hello@thickify.co within 30 days of receiving your order. Please include your order number, a description of the issue, and any relevant photos.

Faulty product:

If your Thickify product is defective and you require a replacement, please follow these steps:

1. Take a clear video of the defect.
2. Email hello@thickify.co with a description of the defect and include the video that demonstrates it. (We cannot proceed with the refund until this is provided.)
3. Once your refund is accepted, send back the product in its original packaging with all contents included. You must post your Thickify via registered post and provide us with the tracking number.
4. Once we have received the item, we will dispatch a replacement or provide you with a refund for the cost of your product. If it is a refund, you will be refunded to your original payment method. Please allow up to 5 business days for your bank/payment method to process these funds.

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days.