Terms and conditions

Terms & Conditions

These Terms & Conditions apply to Strands by Ada and its affiliated businesses and brands, including, but not limited to, our hair, beauty, salon, lash, barbering and other businesses. References to “we,” “us,” “our” or “the Company” refer collectively to these businesses.

1. Processing & Delivery Times

All processing and delivery times provided by us are estimates only and are not guaranteed dates.

While we aim to process and deliver orders within the stated timeframes, processing and delivery may occasionally be affected by circumstances outside of our control, including courier delays, bank holidays, public holidays, staff sickness, operational issues, customs delays, adverse weather and other unforeseen circumstances.

If your order is affected by a significant delay, we will communicate with you where reasonably possible.

Delays to processing or delivery do not automatically qualify an order for a refund. If, at our discretion, we determine that a delay is unreasonable and cannot reasonably be fulfilled, we may offer a refund.

2. Customs & Import Fees

Orders shipped from our international warehouse may be subject to customs duties, import taxes, VAT or other fees imposed by the destination country.

Any customs or import fees charged are the responsibility of the customer and are not included in the purchase or shipping price unless explicitly stated at checkout.

We are not responsible for customs charges, import fees or any additional charges imposed by your country’s customs authorities.

3. Hair & Wig Sales

All wig and hair sales are final.

We do not offer refunds or returns for wigs or hair that have been delivered and received. Please inspect your order carefully upon receipt and contact us as soon as possible if you believe there is an issue with your order.

Where an issue is raised, we will review it and, where appropriate, work with you to find a suitable resolution.

4. Lost or Delayed Deliveries

Once an order has been dispatched and handed over to the courier, responsibility for the package during transit rests primarily with the courier.

If your package is delayed or reported as lost, please contact the courier directly using your tracking information. We will also do our best to assist and chase the courier where possible.

We cannot guarantee a refund for orders lost in transit where insured shipping was not selected.

Customers who select an insured or premium shipping option may be covered by the courier’s shipping insurance, subject to the courier’s terms and conditions. Where applicable, we will assist with the relevant claim process.

5. Customer Responsibility

Customers are responsible for providing accurate delivery information, including their full name, address, telephone number and email address.

We are not responsible for delays, failed deliveries or additional charges resulting from incorrect or incomplete information provided at checkout.

6. Order Changes & Cancellations

Once an order has entered processing or has been dispatched, we may be unable to make changes or cancellations.

If you need to make a change to your order, please contact us as soon as possible. We will do our best to assist, but changes cannot be guaranteed.

7. Agreement to These Terms

By placing an order with us, you confirm that you have read, understood and agreed to these Terms & Conditions.