Shipping policy

Thank you for shopping with Hazel Hair. This Shipping Policy explains how we process, dispatch, and deliver orders placed through our website.

1. Order Processing Time

All confirmed orders are usually processed within 1 working day.

Orders placed after business hours, on weekends, or on public holidays may be processed on the next working day.

Before dispatching an order, we may contact the customer by phone, WhatsApp, SMS, or email to confirm order details, delivery address, and contact number.

2. Local Delivery Time

We deliver orders to the customer’s doorstep within approximately 2 to 3 working days after dispatch.

Delivery time may vary depending on:

Customer location
Courier availability
Public holidays
Weather conditions
Incorrect or incomplete delivery details
Courier delays outside our control

3. Delivery Areas

We currently deliver to locations within Sri Lanka through our courier and delivery partners.

Some remote areas may take extra time depending on courier service availability.

4. Delivery Charges

Delivery charges may apply depending on the order value, delivery location, product type, or promotional offer.

The applicable delivery charge will be shown during checkout or confirmed before dispatch.

5. Cash on Delivery Orders

For Cash on Delivery orders, customers must pay the full order amount to the courier at the time of delivery.

Customers are requested to keep the correct payment amount ready and answer courier calls to avoid delivery delays.

6. Online Paid Orders

For online paid orders, we dispatch the order after payment confirmation.

If payment is unsuccessful, pending, or cannot be verified, the order may be delayed or cancelled.

7. Failed Delivery

Delivery may fail if:

Customer does not answer phone calls
Customer is unavailable at the delivery address
Incorrect address or phone number is provided
Customer refuses to accept the parcel
Courier cannot access the location

If delivery fails due to customer-related reasons, additional courier charges may apply for re-delivery.

8. Order Tracking

Once the order is dispatched, we may provide courier tracking details by SMS, WhatsApp, email, or phone call where available.

Customers may contact us for delivery updates.

9. Damaged Parcel During Delivery

If the parcel appears damaged at the time of delivery, please contact us immediately with photos or video proof.

Any damaged, wrong, or missing item issue must be reported within 3 days of receiving the order.

10. Delays Outside Our Control

Hazel Hair is not responsible for delays caused by courier companies, weather, strikes, holidays, incorrect customer information, or other events outside our control.

However, we will do our best to support customers and follow up with the courier service.