Policies
Shipping:
We ship worldwide express with FedEx to your door. Full tracking information will be sent to you on the same day of your order. We have a private account with FedEx for the fastest and safest shipping.
Orders from Canada - will arrive 1-3 days after ordering
Orders outside of Canada - will arrive 3-5 days after ordering
If you order a unit outside of our open shop hours Tuesday - Saturday, we will ship it first thing the following morning. Please remember that we are a Canadian company and our time zone may be different to yours.
Customs & Duties:
We ship instantly with our express shipping company, FedEx. Normally you should not be charged any extra fees as 95% of our orders arrive directly to our customers' doors. However, we have noticed that some countries very strict and difficult with customs and may hold the parcel at the customs location. If your parcel is being held, they will contact you or us.
Sometimes, if your country decides to hold your parcel, they may decide to charge you extra to collect your parcel. You may be required to pay these when you accept delivery of the item.
If you refuse to accept delivery of the items you have purchased, the courier will return the items to us. If this happens, we may be required to pay additional charges to the courier in respect to the cost of return including customs and import duties that were payable by you. We will recover these costs from you by deducting the relevant amount from any refund to you as soon as we have received the parcel.
Refund Policy:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at customerservice@johairstudio.com. Items sent back to us without first requesting a return will not be accepted.
All items must be returned via courier with a tracking number provided to us prior to shipping.
Returns MUST BE RETURNED WITHIN 5 BUSINESS DAYS. (IE. if you receive the piece on a Monday the item must be returned to us in store by Friday) Otherwise the product will be returned to you at your cost .
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Refunds
Upon return a 10% restocking fee with be deducted from the full price your purchase.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 5 business days for the return to go through.
**All refunds are subject to approval and must meet the requirements outlined in our return policy. We reserve the right to deny a refund if it does not meet the conditions of our return policy.**
- The unit must be in original condition, unworn, uncut, or altered in any way. We cannot accept returned units that have had the lace cut or has been worn. Please take care when trying on the unit and do not cut the lace.
Refunds will be issued back via your original payment method. Please note that your financial institution may need up to 10 working days to process the funds back to your account.
Terms and Conditions:
Your confirmation of any order indicates your acceptance of our terms and conditions.
(A) All risk of loss or damage to the products in your order passes to you when we dispatch your order from our premises. We (Jo Hair Studio) are not liable for any errors made by these services. (B) This service does not provide insurance, and is chosen at your own risk upon confirmation/acceptance of our terms of supply. (C) If you are an international customer, you are also agreeing that you understand some countries have import restrictions on certain goods or materials. After dispatch from our facilities, liability shifts to you, therefore you will become the importer and will assume all liability under any customs or import laws and regulations.
Contact:
Email - customerservice@johairstudio.com
Phone - +1(604) 336 5559