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ExclusiveRose™ Policy

We strive to present our customers with a truly premium and personalized experience.

When your order is made, you will be sent an order confirmation e-mail. After which, we will personally contact you as soon as possible by phone or e-mail. We will then go through the details of your order and discuss the options you've selected, as well as answer any further questions you might have regarding our policies, such as delivery time and method or our processing time.

After we've gone through everything, we'll create your stunning piece and show it to you before we ship it.

By seeing the masterpiece we created just for you, you'll be left only with pure excitement and joy while waiting for it to be delivered.

Delivery Policy

We usually ship our orders in 7 to 14 workdays, depending on how many orders are in the queue. If a delay in processing time is expected, we will contact you to inform you of this and discuss possible options.

All orders are sent by air freight with the priority shipping option enabled and are tracked in order to ensure the fastest and safest delivery possible.

If you need us to process your order faster than 7-14 workdays, be sure to select the corresponding option on the product page before ordering.

selecting the Rush order option during checkout guarantees that your order will be prioritized and shipped as soon as possible (3 to 5 workdays).

Please keep in mind that the Rush order option shortens the processing time and not the shipping time. This means that your order will be shipped faster, but it will still take approximately 1 to 4+ weeks to arrive, depending on your location. 

If you're worried shipping might take too long, we encourage you to contact us before ordering and we'll gladly give you an estimate and answer any other questions you may have.

After your order is sent, shipping can take anywhere from 1 to 4+ weeks, depending on where you’re located.

It's a good idea to contact your local post office to ask how your package will be delivered - we recommend you either get your package personally from the post office or have it delivered safely to your address. This will prevent any unpredictable situations like package theft and ensure you get your beautiful bespoke piece safely.

Please keep in mind that we can ship your order by a certain date, but can’t always guarantee the exact date of arrival. There can always be international shipping delays due to bad weather, political issues, natural disasters, etc. 

Ideally, you should order approximately 2 to 3 months before your event, just to make sure you'll get the package in time.

If you accidentally make two orders instead of one and would like to combine their shipping, we will gladly do that, but please do bear in mind that this is only possible if we haven't already shipped the first item. Also, this would mean that your package would be shipped as soon as the second order is processed, thus increasing the total processing time.)

We strongly encourage you to contact us regarding any questions you might have.

Returns and refunds policy

Each of our pieces is made with love, care, and attention to detail. We genuinely want to help you look and feel beautiful on your special day and we urge you to ask us any questions you might have prior to ordering, especially if you need a different size or color than the ones you see listed. This will ensure you get the stunning hair piece you deserve.

Please bear in mind that every product is made to order and the exact arrangement of all the elements will always vary from piece to piece. This is the beauty of handmade products and it ensures that no other person has the exact same piece as you.

Due to the bespoke and handmade nature of our products, they are final sale, and returns, exchanges, or refunds are considered only when you’ve received a wrong product

The high-quality materials and diligent packaging mean an extremely low chance of receiving a damaged product.

As stated in our Delivery policy above, all packages are tracked. This means that once we send you your order, the postal companies are liable for any damage caused during delivery. We can't be responsible for any damage to the package done during delivery, nor any package theft which happened after it, because that's completely out of our control and custody.

However, we will assist you to the best of our ability if any of those things happen. If you suspect your package is damaged, please immediately contact both us and the postal service that delivered it to you, so we can act quickly.

We take great care in preventing such problems, but if you think this is the case, please contact us within 24 hours of receiving your order if you think you've received a wrong or damaged piece.

Returns/Refunds will be considered when:

  • You informed us you'd like to cancel the order in a timely manner before we started creating your piece;
  • There was a mix-up on our end and you've received a product meant for someone else;

Returns/Refunds will not be accepted if:

  • You've changed your mind and decided you no longer need the piece;
  • You've entered the wrong delivery information;
  • You've viewed our products on a screen that distorts colors and their shade is slightly different than what you expected;
  • You've made a last-minute order and haven't left enough time for the package to be delivered until the date of the occasion;
  • You've received the product in the color and size you requested, but imagined it differently;
  • Your package was delivered to your doorstep successfully, but was stolen;
  • You've waited more than 24 hours to notify us that you received the wrong product;
  • You've waited more than 24 hours to inform us that you received a damaged product;

Payment Policy

Currently, we accept payment by credit and debit card, through Paysera. 

Payment and transaction processing, as well as the collection of any sensitive and financial personal information from the user, are conducted over a secure processing server (SSL-protected, with a valid SSL certificate - HTTPS) and are 3D secured. 

Payment is collected during checkout, just before your order is finalized. If the transaction is successful, your order will start being processed. If not, we won't be able to fulfill your order. 

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