• All U.S. orders over $99 include FREE standard shipping (excluding sample color swatches).
• Canadian orders include FREE express shipping (1-5 business days) on orders over $250 USD. 
• International orders pay a flat-rate $25 USD fee for express shipping (1-5 business days).

Products lost or damaged in transit. All shipments are FOB (Free on board) and ship from our warehouse located in San Diego, CA. We cannot guarantee the performance of our carriers (USPS, UPS, FEDEX, & DHL). We will assist and help you with any shipping requests or questions but we are not responsible for their deficiencies.

Processing Time

It will take 1 business day to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We cannot guarantee Saturday delivery, even if your shipping is upgraded to express. 

You will receive a confirmation email with the tracking link once your order ships, which can take up to 48 hours to update. If you do not see your shipping confirmation email in your inbox, please double check your junk, spam, or promotions folder. Standard and express shipping costs and any other third-party fees, such as shipping insurance, are non-refundable. We cannot be held accountable for any delays caused by the carrier. 

Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided. 

Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided; however, it is up to the delivery courier to decide if the package is safe to leave in the open. If they deem it unsafe, they will hold the package at a local post office or reschedule another delivery. Our best recommendation is to input a shipping address where you know you or someone else will be available to accept the package (a work address or a friend's address). 

How long does shipping take? 

On average, it will take 3–5 business days to process your order, regardless of the shipping option selected at checkout.

INTERNATIONAL DUTIES AND TAXES

Canada

Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in San Diego, CA (United States), with DHL Express shipping (1–5 business days for delivery). This means that you will not be required to pay any additional duties upon delivery. 

At checkout, you will see taxes added to your order. This prepaid package will guarantee absolutely no additional charges when you receive it.

United Kingdom, Germany, Australia, France, UAE, Switzerland, Europe

Your order will be shipped DDP (Delivered Duty Paid) from our warehouse in San Diego, CA (United States), with DHL Express shipping (1–5 business days for delivery). The cost of the product is inclusive of all duties and taxes, which guarantees there will be no additional fees required at the time of delivery.

Other International

At checkout, you will have the option to prepay your duties and taxes. If you choose not to prepay, your order will be shipped DDU (Delivered Duty Unpaid) from our warehouse in San Diego, CA (United States). Therefore, you may incur duties, fees, and import taxes upon delivery. Your local customs authority will determine this fee, which you must pay to your local carrier or government in order to receive your order. These fees are not collected by Encelia Hair. 

If you prepay your duties and taxes at checkout (which is recommended by Encelia Hair to ensure a smooth delivery), your order will be shipped DDP (Delivered Duty Paid) which guarantees no additional charges at the time of delivery.

Wrong Address Disclaimer

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times; hence, there is a very small time gap to cancel or 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 help@enceliahair.com as soon as you place your order. We will do our best to make the change; however, we cannot guarantee that we will be able to do so, as there are varying time limits within which we are able to do so.

If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order, click here. The only thing we can do is wait to see if the package gets returned to us. If it does get returned to our warehouse, we can then ship it to the correct address or provide you with a full refund.

Delivered But Not Received

All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please double check that the shipping address you entered is correct, then place a check on the tracking number that we provided you with. 

We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

Returns

By placing an order at Encelia Hair, you are responsible for the cost of return shipping back to Encelia Hair. Please refer to our return policy for further information on how to return your packages.

You may return your order for a full refund or exchange it within 7 days of purchase, as long as the main compartment is still sealed. 

*Accessories, Hair Care and Sale products are final sale and can not be returned.