Return Policy
At The Firas Collection, we want you to feel confident in your purchase and comfortable with the products you receive. To help ensure a smooth return or exchange process, please review the guidelines below and carefully inspect your order upon delivery.
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Inspection Upon Receipt:
Customers are encouraged to carefully inspect all products immediately upon receipt and before any use, installation, alteration, or chemical processing. The initial inspection should be limited to reasonably evaluating the product, packaging, tags, length, texture, color, density, and overall condition of the hair.
During the initial inspection:
- Keep all original tags and packaging intact.
- Handle the hair gently and only as necessary to evaluate the product.
- Do not wash, condition, color, bleach, tone, chemically process, cut, install, or style the hair.
- Avoid excessive brushing, combing, pulling, or manipulation.
- For curly and wavy textures, please note that hair may appear shorter in its natural pattern. Extension length is measured with the hair gently pulled taut.
- If minimal detangling is necessary to complete the inspection, use a wide-tooth comb or appropriate detangling brush and gently work from the ends upward.
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Our extensions are made from 100% chemically unprocessed human hair, so slight variations in density, length, strand pattern, texture, curl, wave, color, or overall appearance may naturally occur from bundle to bundle. Our bundles generally fall within a natural shade range of Color 1 (natural black) to Color 5 (light brown). These natural characteristics and variations are expected and do not necessarily indicate a product defect or quality concern.
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We understand that some customers may have a preference for a particular shade, especially when blending extensions with their natural hair. If you have a preferred color, we encourage you to include your request in the order notes section at checkout. While specific color preferences cannot be guaranteed, our team will always do our best to accommodate your request based on inventory availability at the time your order is processed.
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QUALITY CONCERNS:
If you identify an issue that you believe may constitute a product or quality concern, please discontinue handling the product and contact our Support Team before any use, installation, alteration, or processing. Photos or videos may be requested to assist with our review.
RETURN & EXCHANGE ELIGIBILITY:
Products must remain unused, unaltered, and in their original condition to remain eligible for return or exchange. Once an item has been washed, conditioned, colored, bleached, toned, chemically processed, cut, installed, styled, or otherwise altered or excessively manipulated, it will be considered final sale and will no longer qualify for return or exchange.
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Completing your inspection before use or alteration allows our team to properly evaluate the product should a return, exchange, or quality concern need to be reviewed.
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Return & Exchange Eligibility
We want to make sure every customer has a reasonable opportunity to review their purchase and reach out if something doesn’t look or feel as expected. Returns, exchanges, and quality concerns must be submitted within 30 calendar days of the confirmed delivery date of your order.
This timeframe allows our team to review concerns while the product’s original condition can be properly evaluated and verified. Once the 30-day period has passed, the order is no longer eligible for return, exchange, or quality review.
To remain eligible, products must be unused, unaltered, and in their original condition, with all required tags and original packaging intact. Products that have been washed, conditioned, colored, bleached, toned, chemically processed, cut, installed, styled, or excessively manipulated are considered final sale and are not eligible for return or exchange.
Submitting a request within the 30-day timeframe does not automatically guarantee approval. Each request is carefully reviewed based on the condition of the product and the applicable requirements of our Return Policy.
These guidelines allow us to maintain a fair and consistent experience for every customer while upholding the quality and standards of The Firas Collection.
For complete details regarding eligibility, requirements, and the return or exchange process, please review our Full Return Policy.
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How To Request A Return Or Exhange
We understand that sometimes a return or exchange may be needed, and we’re here to make the process as clear and seamless as possible.
To get started, please email firashair@gmail.com with your full name, order number, and the reason for your request. If you’re reaching out about a quality concern or an issue with the item received, please include clear photos or videos so our team can properly review the concern.
Once your request has been reviewed and approved, our team will provide the appropriate return instructions. Please do not send your item back before receiving return instructions from our team.
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Fulfillment Errors & Approved Quality Concerns
If your return is the result of a fulfillment error or an approved quality concern, TFC will cover the applicable return shipping costs. Once the item is received and reviewed, our team will work with you on the appropriate resolution, which may include a replacement, exchange, refund, or another applicable resolution.
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Preference-Based Returns
If you’re returning an item due to personal preference or a change of mind, including selecting a different length, texture, or color than originally ordered, return shipping is the customer’s responsibility. These requests are considered preference-based returns and are not treated as quality-related concerns.
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For all approved returns, please follow the return instructions provided by our team and send the package using a trackable shipping method. We recommend keeping your tracking information until your return has been received and processed.
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Please keep in mind that all return and exchange requests must meet the applicable eligibility requirements outlined in our policy. Submitting a request does not guarantee approval. Each request is carefully reviewed based on the condition of the product, reason for the request, supporting information, and applicable policy requirements.
Our goal is to make the process as straightforward as possible while ensuring each request is handled thoughtfully, fairly, and consistently.
Need to Make a Change?
We understand that plans can change, and sometimes you may need to make an adjustment shortly after placing your order. If you need to cancel your order or request a change, please contact firashair@gmail.com as soon as possible, ideally within 1 to 2 hours of placing your order.
Our team will always make every reasonable effort to accommodate your request. Because orders may move into processing and fulfillment quickly, however, cancellations and order modifications cannot be guaranteed once an order has been submitted.
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We especially recommend reaching out promptly during restocks, promotional events, and periods of higher order volume, when orders may begin processing shortly after purchase.
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Once an order has entered processing, fulfillment, or shipment, we may no longer be able to make changes or cancel the order. Orders that have already shipped cannot be canceled through the cancellation process. Once delivered, you may review our Return Policy to determine whether your order meets the applicable return or exchange requirements.*
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Reaching out as early as possible gives our team the best opportunity to review your request before your order moves further through fulfillment.
Our goal is to keep the process clear and consistent while allowing our team to move orders through fulfillment efficiently and accurately. If you’re ever unsure about what may be possible for your specific order, please reach out to our Support Team. We’re always happy to review the order with you and help you understand the available next steps.