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At GOO GOO Hair, we strive to make your shopping experience effortless—from processing to delivery and, if needed, returns or exchanges.
1. Exchanges
Ordered the wrong item? Not loving the color? We’re here to help! We gladly accept eligible exchanges within 30 days of the original ship date.
What items are eligible for exchange?
To qualify for an exchange, items must meet the following conditions (must be in resalable condition):
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Be in original condition — unused, uninstalled, undamaged, and unaltered (no dyeing or washing).
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Original bag packaging must be intact, including the security straps. If the security straps is cut and regarded as having been used! (Free gifts inside the box do not need to be returned.)
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Request must be made within 30 days of the ship date. Returns or exchanges must be shipped within 14 days after your return/exchange request is approved, and the tracking number must be provided to us. Failure to do so will result in forfeiture of the return/exchange request.
⚠️ Important: Please do not send back items that do not meet these requirements. Ineligible items cannot be processed. Additionally, orders will not be refunded if the package is returned due to customer-related reasons, including but not limited to an incorrect shipping address, refusal to pay customs duties, or failure to accept delivery.
When will I receive my exchange?
Once we receive and inspect your return, we will process your exchange or partial refund within 5–6 business days, provided the item meets our return standards.
How do I request an exchange?
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Contact our customer service team and let us know which item you would like to exchange for. Need help choosing a color? Our team is happy to assist!
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Make sure your item meets the exchange requirements above. We will provide you with the correct return address. ⚠️ Please note: The return address is different from the original shipping address. Do not send the package back to the sender address.
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After shipping your return, please email us your tracking number. We can not take responsibility for lost returns.
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Once your return arrives at our warehouse, we will inspect the item to ensure it has not been used.
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If approved, your exchange (and any applicable partial refund) will be processed within 5–6 business days.
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If signs of use are found, the exchange or refund will not be approved.
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📩 For any questions, please contact us at: service@googoohair.com
2. Return
What items are eligible for return?
To qualify for a refund (items must be in resalable condition):
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Be in original condition — unused, uninstalled, undamaged, and unaltered (no dyeing or washing).
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Original bag packaging must be intact, including the gold security straps. (Free gifts inside the box do not need to be returned.)
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Request must be made within 30 days of the ship date. Returns or exchanges must be shipped within 14 days after your return/exchange request is approved, and the tracking number must be provided to us. Failure to do so will result in forfeiture of the return/exchange request.
⚠️ Important: Please do not send back items that do not meet these requirements. Human hair extensions are considered a hygiene-sensitive product. For the safety and health of all customers, we cannot accept returns or exchanges on ineligible items. Additionally, orders will not be refunded if the package is returned due to customer-related reasons, including but not limited to an incorrect shipping address, refusal to pay customs duties, or failure to accept delivery.
How long does it take to process my return?
Once we receive and inspect your return, your refund will be processed within 5–6 business days if approved.
Please note: In rare cases, if your order is delayed over 10 days or temporarily held by customs, and you strongly request a refund, we can provide a 30% refund immediately to ease the wait. The remaining 70% will be refunded once we receive the returned item. Please note that full refunds without returning the item are not allowed.
How do I return my order?
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Contact our customer service team before sending anything back.
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Once your return is approved, we will provide the correct return address. ⚠️ Do not send the package to the original shipping address.
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Email us your tracking number after shipping your return. We are not responsible for lost returns without tracking.
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Once your return arrives at our warehouse, we will inspect the item to ensure it has not been used.
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If approved, your refund (and any applicable partial refund) will be processed within 5–6 business days.
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If signs of use are found, the refund will not be approved.
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📩 For any questions, please contact us at: service@googoohair.com
3. Return & Exchange FAQ
Who pays for return shipping?
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Customers are responsible for return shipping costs when requesting a refund or exchange.
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If the return is due to customer error (such as ordering the wrong color or size), the customer is responsible for return shipping.
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If you use your own shipping label, tracking is required, as we are not responsible for lost returns.
⚠️Please note that any additional fees incurred during the return process (such as customs duties, clearance fees, taxes, or other related charges) will be the responsibility of the customer. We appreciate your understanding.
How do I start a return or exchange?
All returns and exchanges must be approved by our customer service team before being sent back.
Please contact us first to ensure your item qualifies.
When will I receive my refund?
Refund Timeline
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PayPal: 24 hours after processing
- Afterpay: 7-10 business days after processing refunds are issued to the original payment method.
- Credit card/Klarna/Google pay/Apple pay: 3–15 business days after processing refunds are issued to the original payment method. You can also choose to keep the refund as store credit—your next purchase is welcome!
How can I contact you?
📩 Email us anytime at: service@googoohair.com We’re always happy to help!
4. Order Cancellations
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Once an order is placed, we will dispatch it as soon as possible to ensure timely delivery. You may cancel your order before it is shipped. However, once the package has been dispatched, cancellations are not accepted.
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Most orders ship within 12–24 hours, so please reach out ASAP.
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If canceled in time, you’ll receive a full refund.