Cliphair US

Hi Meagan Thank you for your review. We’re sorry to hear that you have not yet received your order. We understand how frustrating it can be when you are waiting for your purchase. We have checked the tracking information and can confirm that your parcel is moving through the courier’s network and is still progressing towards delivery. As we had not received any contact from you regarding the delay, we have not yet had the opportunity to assist you directly. If you would like further information or an update on your delivery, please contact our customer service team at [email protected] with your order number, and we will be happy to look into this further for you. Kind regards, The Cliphair Team

Hey Molly We’re absolutely thrilled to hear you’ve found your perfect red! It means so much to know you love the colour and that it feels so natural — we know finding the right shade can be especially tricky for redheads. We’re delighted to hear our red shades have made such an impression and that you’ve found what feels like the holy grail of red hair! Thank you so much for your amazing feedback and for choosing Cliphair. We truly appreciate your support! Love, The Cliphair Team ✂️💜

Hi Diane Thank you for your review. We’re sorry to hear that you were surprised by the additional charge requested upon delivery. We would like to clarify that the $47 COD charge was not a shipping fee charged by Cliphair. Any customs duties, import taxes, or local clearance fees are determined by the relevant authorities in the destination country and are outside of our control. These charges are separate from any shipping costs paid to Cliphair. We make customers aware of the possibility of customs charges during checkout. Before an international order can be completed, customers are required to tick a confirmation box acknowledging that customs duties and taxes may apply. The order cannot be processed without this confirmation. We understand that receiving an unexpected charge can be frustrating, particularly when it is requested upon delivery, but unfortunately these charges are not set or received by Cliphair. The Cliphair Team

Hi Ardelle Thank you for your review. We’re sorry to hear that you were disappointed by the additional charge associated with your delivery and understand your frustration, particularly as you chose to refuse the parcel. We would like to clarify that the $50 charge was not a shipping fee charged by Cliphair. Shipping costs and customs charges are separate. Any customs duties, import taxes, or clearance fees are determined by the customs authorities in the destination country and are outside of our control. Unfortunately, we cannot arrange an agreement with a courier to remove charges imposed by the relevant customs authority. We do make customers aware of the possibility of customs charges before an order is completed. During checkout, customers are required to tick a confirmation box acknowledging that international orders may be subject to customs fees, duties, or taxes, and the order cannot be completed without this confirmation. We appreciate that this may not have been the outcome you expected, and we’re sorry that this has left you disappointed with your experience. The Cliphair Team

Hi Mikki We’re absolutely delighted to hear you had such a great experience with Cliphair! It’s wonderful to know you’re impressed with the quality of the extensions, found them easy to install, and that our helpful videos supported you along the way. We’re also thrilled that your order arrived quickly and that you’re already considering coming back for your next hair colour change! Thank you so much for your lovely feedback and support — we can’t wait to welcome you back again! Love, The Cliphair Team ✂️💜

Hi Heidi Thank you for your review. We're sorry to hear that you have not received our previous correspondence. Having reviewed your order, we can confirm that it was flagged by our payment security system for additional verification. These security checks are in place to help protect both our customers and our business by ensuring payment details are not being used fraudulently. We can see that an email requesting the required information was sent previously. We apologise if this was not received, and we have now sent a further copy to the email address provided on your order. Please check your inbox, including your spam or junk folder, and reply to our email so that we can complete the verification process and progress your order as quickly as possible. Kind regards, The Cliphair Team

Hi Lia We’re so pleased to hear you think your hair is beautiful! 😍 Thank you for your lovely feedback—it means so much to us. We hope you continue to love your Cliphair extensions and enjoy every wear! Love, The Cliphair Team ✂️💜

Hi James Thank you for your review. We’re sorry to hear that you have been disappointed with your recent experience, especially as a returning customer. We understand how frustrating it can be when a product does not meet the expectations you have built from previous purchases. We have checked our records and can see that we had not received any direct contact from you regarding this concern, so our customer service team has now emailed you to assist further. We would also like to reassure you that our extensions continue to be made from 100% Remy human hair and undergo rigorous quality control checks before dispatch. We have not seen an increase in shedding issues reported across this range, so we would appreciate the opportunity to investigate your specific order and understand what may have happened. Please reply to our email with your order details and any further information, including photographs if possible, so that our team can review this properly and assist you further. Kind regards, The Cliphair Team

Hi Ilona Thank you for your review. We’re very sorry to hear about the delay with your order, particularly as you needed the extensions for an important event. We completely understand how frustrating it must have been to be left waiting and to have to purchase an alternative product elsewhere. We can see that you had not contacted our customer service team regarding the delay, so we have now emailed you directly to apologise and to find out how you would like to proceed with your order. From the tracking information available to us, it appears that the delay is related to customs clearance. Once an international parcel has reached customs, the clearance process is handled by the relevant authorities and unfortunately this is outside of our direct control. However, we are more than happy to contact the courier and investigate the delay further on your behalf. Please reply to our email at your earliest convenience and let us know how you would like to proceed, so that we can take the appropriate action and assist you further. Kind regards, The Cliphair Team

Hi Jessi Thank you for your review. We're sorry to hear that you were disappointed by the additional charges associated with your order. We would like to clarify that these were customs duties, import taxes, and any applicable clearance fees, which are determined by the customs authorities in your destination country and are not charged or retained by Cliphair. These charges are separate from our shipping costs and are outside of our control. To ensure customers are aware of this before placing an order, information regarding potential customs charges is provided during the checkout process. Customers are also required to tick a confirmation box acknowledging that international orders may be subject to customs fees before payment can be completed. We understand that these charges can be frustrating, particularly when they exceed the value of the product, and we appreciate your feedback. Kind regards, The Cliphair Team

Hi Anon We’re absolutely delighted to hear your extensions worked so well for you! It’s wonderful to know you’re happy with the colour match, the comfort of the small beads and tips, and the overall quality of the hair. We know how important comfort and a seamless blend are, so we’re thrilled that your extensions have been such a great fit for you. Thank you for your lovely feedback and support! Love, The Cliphair Team ✂️💜

Hi Karen Thank you for your review. We’re sorry to hear that you were surprised by the additional charge requested upon delivery. We would like to clarify that the $30 COD charge was not a charge applied by Cliphair and was not related to the cost of the hair samples. For international orders, any customs duties, import taxes, or local fees requested at delivery are determined by the customs authorities or delivery provider in the destination country and are outside of our control. We provide information regarding potential customs charges during the checkout process, and before an order can be completed, customers are required to confirm their understanding that international orders may be subject to customs fees, duties, and taxes. Payment cannot be completed unless this confirmation has been accepted. We understand that unexpected charges can be frustrating, particularly when the value of the items ordered is low. However, these fees are not set or received by Cliphair. If you would like us to review your order details further, please contact our customer service team at [email protected] with your order number, and we will be happy to assist. Kind regards, The Cliphair Team

Hi Maxine Thank you for your review. We’re sorry to hear that you were disappointed with your experience. We would like to clarify that the additional $40 charge referred to is not a fee applied by Cliphair. For international orders, any customs duties, import taxes, or local clearance charges are determined by the customs authorities in the destination country and are outside of our control. We make customers aware of this before an order is completed. During checkout, customers are required to tick a confirmation box acknowledging that international orders may be subject to customs charges, and payment cannot be completed unless this confirmation has been accepted. With regards to your refund, once the order has been received the refund will be issued for you. We’re sorry for any frustration caused and hope we can assist in resolving this matter for you. Kind regards, The Cliphair Team

Hi Lillian We’re thrilled to hear you’re so happy with your extensions! It’s wonderful to know you found the quality unbeatable and that the shade was true to colour. Thank you for your lovely feedback and support! Love, The Cliphair Team ✂️💜

Hi Chantrella Thank you for your review. We’re sorry to hear that you were disappointed with your experience. We appreciate that the additional verification process was frustrating, particularly after your payment had been successfully authorised. After reviewing your order, we can confirm that it was flagged by our payment security system as a potential fraud risk. These checks are carried out independently of the payment authorisation process and are in place to help protect both our customers and our business against fraudulent transactions. On occasion, we may request identification before an order can be released. In this instance, the identification provided did not match the delivery address on the order. We understand that you had recently moved and that your identification had not yet been updated. During our correspondence, you also requested that the order be cancelled. In line with your request, we cancelled the order and issued a full refund. We appreciate that this was not the outcome you had hoped for, but these security measures are in place to protect all customers and must be applied consistently whenever an order is flagged for additional verification. Kind regards, The Cliphair Team

Hi Christal Thank you for your review. We’re sorry to hear that you were disappointed with your delivery experience. We would like to clarify that the additional $45 charge requested upon delivery was not applied by Cliphair, but by the customs authorities in your destination country. These charges can include import duties, taxes, and customs clearance fees, which are determined by local regulations and are outside of our control. To ensure customers are aware of this before placing an order, information regarding potential customs charges is clearly displayed on our website and during the checkout process. Before an order can be completed, customers are required to tick a confirmation box acknowledging that they understand international orders may be subject to customs fees. This acknowledgement is mandatory, and an order cannot be processed unless this box has been selected. We also understand your frustration regarding the delivery timeframe. Whilst we always dispatch express orders promptly, occasional delays can occur once a parcel is with the courier, and unfortunately these are outside of our control. We appreciate your feedback and are sorry that your experience did not meet your expectations. If you would like us to review your order further, please contact our customer service team at [email protected] with your order number, and we will be happy to assist you. Kind regards, The Cliphair Team

Hey Courtney We’re absolutely delighted to hear you’re loving your new ponytail! It’s wonderful that your order arrived so quickly all the way to Australia and that the quality, colour, and fullness exceeded your expectations. There’s nothing better than hearing you love it even more than you thought you would! Thank you so much for your amazing feedback and support. We hope you continue to enjoy your ponytail! Love, The Cliphair Team ✂️💜

Hey Lauren We’re absolutely thrilled to hear that! Knowing you consider our hair the best you’ve ever used means so much to us. Thank you for your amazing feedback and support — we’re delighted you’re loving your extensions! Love, The Cliphair Team ✂️💜