+27 76 799 3796 info@matteelushhair.co.za South Africa
Pre-order Login
Mattee Lush Hair Policies

Returns & Refund Policy

Please read this policy carefully before placing an order. By purchasing from Mattee Lush Hair, you agree to the terms below.

Processing Time

Pre-order Units

All pre-order units take about 10–15 BUSINESS DAYS (excluding holidays). Factors such as shipping company delays may extend this time slightly. We recommend ordering early to avoid issues.

If you need a unit by a specific date, please let us know — we’ll gladly try to work with you. Otherwise, please consider our Ready to Ship units.

Ready to Ship Units & Extensions

Allow 1–3 days for your order to ship.

Shipping Policy

  • Please ensure the address you provide is correct. We are not liable for lost or stolen packages.
  • International Orders: We ship via DHL. Customs fees may apply and are charged by the carrier — not by Mattee Lush Hair. Customers are responsible for paying any customs fees.
  • After your order is completed, shipping typically takes 1–4 business days to arrive, depending on your location. Express shipping is offered at checkout.
  • Business days are Monday–Friday. Weekends and observed holidays are not included.

Cancellations

Once an order is placed, you have until the same day to cancel. Cancellations cannot be accepted after that time.

Cancellations cause delays and disrupt processing. Thank you for understanding as we work to keep operations smooth.

Returns & Refunds

  • Returns are permitted within two (2) days of receiving your order.
  • The unit must be returned exactly as received: unworn, lace intact, and in original packaging.
  • Due to hygiene reasons, hair cannot be returned once worn.
  • Refunds are processed to the original payment method once the item has been received and inspected.
  • Return shipping fees are the customer’s responsibility.

Important Info

For pre-orders, please ensure you measure your head correctly before purchasing a unit. Make sure your braids are flat and small enough for an accurate measurement.

We are not liable for incorrect measurements provided. If you need help measuring, email us or refer to the “Measuring Guide”.

Please read each product description before purchasing. If you have any questions, contact us via WhatsApp or email:

WhatsApp: +27 76 799 3796
Email: info@matteelushhair.co.za

Custom Color Disclosure

Custom color units may not look exactly like the photos. We match colors as closely as possible, but variations can happen — especially with highlights. Lighting can also affect how color appears. We always strive to recreate each unit as close as possible.

Thank you for shopping with Mattee Lush Hair.