Frequently Asked Questions

Order

If you need to cancel an order, please contact our Customer Support team by phone on working days. Please note that not all orders can be cancelled. If an order has already been prepared for shipment, it must be returned following our standard return policy.

Can I order without an account?

You can place an order without creating an account by simply shopping as a guest.

Can I modify an order once placed?

Once your order has been confirmed, it cannot be amended. We recommend placing a new order and returning the original order once it has been received.

What if an item is out of stock?

If an item is marked as ‘out of stock,’ it is currently unavailable for purchase. You will be able to reorder it once it becomes available again.

Is it possible to order through the customer service center?

Yes, it is not possible to order by phone through our Customer Service Centre. Although our customer service center is able to assist you when placing an online order, you must place the order on your own device.

Payment

What are the payment methods?

Ethran Hair supports the most secure payment methods, including:

MasterCard
VISA
PayPal
Apple Pay
Google Pay

All payments are processed through a secure checkout system.

My payment card is not accepted, what can I do?

If your payment card is not accepted, please try again after a few minutes. If the issue persists, please contact our customer support team via email or phone.

Are prices including or excluding taxes?

All prices listed on the ETHRAN Hair Store are inclusive of taxes.

Is my credit card information secure?

Using your credit card is secure. Your data is transmitted using SSL encryption. For credit card transactions, you will need to enter the CVV (Card Verification Value), a code printed on your card that acts as a security measure for online purchases.

How can I confirm that my payment was successful?

After completing your purchase, you will receive an order confirmation via email at the address you provided. If you do not receive the confirmation, please reach out to our Customer Support team.

Delivery & Shipping

How are shipments handled?

All shipments are managed by a carrier designated by ETHRAN Hair Couture to ensure the highest quality and reliability in delivery.

What is the estimated delivery timeframe?

We strive to deliver your products within 20 days of your order, provided the full purchase price has been paid. Please be aware that unforeseen circumstances may cause delays, and we will keep you informed if any arise.

What happens if my order is delayed?

If we are unable to meet the stated delivery timeframe, you will be promptly notified. You will have the option to cancel your order if you prefer. In case of cancellation, refunds will be issued within 30 days.

When does the risk of loss or damage transfer to me?

Once your order is delivered to the specified delivery address, the risk of loss or damage transfers to you. ETHRAN Hair Couture is no longer responsible for any loss or damage after delivery.

What should I do if my product is damaged during transport?

If any damage occurs during transport, please direct your claims to the carrier. ETHRAN Hair Couture is not liable for any damage caused during shipment or transfer. We recommend inspecting your products upon delivery and reporting any damage to the carrier within 48 hours of receipt.

Returns & Refunds

How do I initiate a return?

To initiate a return, please contact our customer service team at contact@ethranhair.com. Ensure that your products are undamaged, in their original packaging, and follow the return instructions provided by our team.

When will I receive my refund?

Refunds will be processed within 30 days of receiving the returned products, provided they meet our return criteria. The refund will exclude any shipping costs.

Are there any products that cannot be returned?

Yes, we do not accept returns or refunds for:

Discounted products or any order where a discount has been applied.
Hair accessories, hair care products, hair brushes, and combs.
Any open packages or used devices under any circumstances.

What should I do if my product is damaged upon arrival?

Inspect your products upon delivery and report any visible defects within 48 hours of receipt. Complaints must be substantiated with pictures and written descriptions. Please contact us at contact@ethranhair.com for assistance.

How long will it take for you to respond to my complaint?

ETHRAN Hair Couture will respond to complaints within 14 days. If additional time is required to resolve your issue, we will inform you of the expected resolution time.

JOIN THE ETHRAN ARMY

Receive a complimentary travel size on your first order!