FAQ's

Shipping

Attention!!! We are not liable for lost, stolen, or damaged packages .

Please examine your package before signing for it.

WHEN TO REFUSE YOUR PACKAGE!

If the package is evenly flat, deflated, or seems hollow, please refuse the package.

We only ship to confirmed addresses. If the shipping address is not the same as the billing address connected with you ATM/Debit/Credit/Checking Account it will not confirm. Shipping both domestic and internationally may take up to 7-10 business days.

INTERNATIONAL ORDER

You may incur additional charges via international custom charging policy. You are responsible for these charges whereas Raw Essence shipping cost covers only the importation of your order into your country.

ADDRESS CHANGES

NO ADDRESS CAN BE CHANGED.

Please be aware that for security reasons, RAW Essence does not allow customers to change their address after an order is placed.

If you can no longer receive your order at the address submitted (or if the address is invalid), RAW Essence shipping policy requires customers to cancel the order up to 24 hours after the order has been placed (minus a $10 cancellation fee). Then you can place a new order with a valid shipping address in order to ensure your order is delivered to the correct address.

Please make sure you update your shipping address before you place a new order. We apologize for any inconvenience this may cause, but again, it is for your protection.

If your order has already been shipped, please contact someone at that address, if possible. Otherwise, we will wait for the package to be returned to us. IF and ONLY WHEN we receive the returned order, will we issue you a refund in accordance with our Return Policy.

Returns & Exchange Policy

RETURNS

Due to the nature of our products and federal health regulations, all of our hair extensions are FINAL SALE. We DO NOT offer refunds on any of our hair. Please be sure to choose the correct lengths, textures, and origins PRIOR to checking out. If you believe that you have received defective merchandise, please contact us within 3 days of receiving your order and it is our sole discretion to determine fault and proper course of action. All Hair must be in its natural state meaning no dye, chemicals, alterations, washing, combing, brushing, or unravel and cutting of the weft (unused and unworn).

EXCHANGES

You are allowed to exchange hair within 3 days from receipt of order for a new bundle, frontal, or closure of equal or lesser value with our approval and at our sole discretion. All Hair must be in its natural state meaning no dye, chemicals, alterations, washing, combing, brushing, or unravel and cutting of the weft (unused and unworn). Please keep in mind all sales are final once hair has been unraveled, installed, worn, colored , or altered in anyway, etc. Before shipping back any items, please email our online department and wait for a written approval confirmation as we have the right to refuse the package if you send back items without our permission or knowledge. You are responsible for all shipping and restocking fees unless we acknowledge that we are at fault by sending you the wrong order details. We charge a $10 restocking fee per item on all returned orders. Please note that original shipping fees are non-refundable and return shipping costs are the customer's responsibility. RAW Essence does not provide return shipping labels. A restocking fee will also be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.

Our hair undergoes a strict quality control process to ensure that our customers receive only the best RAW hair the World has to offer. If you have any questions comments or concerns, contact RAW Essence, Luxury Hair Company customer service directly at Support@RAWEssenceHair.com.

RESERVED RIGHTS REGARDING REFUNDS AND EXCHANGES

RAW Essence reserves the right to solely define and limit, refuse, and/or reject orders, refunds, and exchanges from customers at any time due to:

Potential fraudulent or criminal activity.
Site malfunctions.
An irregular or excessive exchange history: regarding damage, missing items, etc,

Similarly, RAW Essence reserves the right to refuse service to any customer or entity, due to similar actions as noted above.

Excessive Exchanges

Our Customer Protection Team also handles situations in which a RAW Essence customer’s return history may be indicative of fraudulent activity. In these situations, the Customer Protection Team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a RAW Essence customer, we must ensure the safety, welfare, and comfort of all RAW Essence customers across the globe.

ORDER CANCELLATION

All customers have up to 24 hours to cancel their order if items have not already been processed and shipped. Each cancelled order will be fully refunded along with the shipping charge, minus a $10 cancellation fee. The reason for a $10 cancellation charge is due to our payment processors charging us a transaction fee to not only accept your payment but to return your payment as well.

Privacy Policy

Your personal privacy is very important to us. To better protect your privacy, we provide this privacy policy notice explaining our online information practices and the choices you can make about the way your information is collected and used.

Our Commitment.

We try to be respectful of privacy. This does not mean that we do not receive or disclose information. We understand that you care about the personal information you provide us so this policy provides information about how we try to handle that information.

Your Consent.

By visiting our website, using our website, applying to become an ambassador, submitting a message to us, such as in our customer service portal, posting in a message board, forum or our social media channel, providing us personal information, inquiring to us, creating an online account, placing an order, buying from us through the website or in any other manner, and communicating with us, you accept and consent to the terms of this Policy and to our receipt, collection, and use of personal information disclosed about you. If there is information you do not wish to consent to our receipt, collection, or use of, you have the ability to avoid taking, and you should not take, the actions described above.

What Information is Collected.

RAW Essence may obtain, store, and use the following personally identifiable information (“Your Information”):

Your name, address, phone number, and/or e-mail address.
Information you provide by using our website, filling in forms on our site, ordering or buying goods or services from us, speaking to us by phone, or communicating to us in any other manner. Some examples of information we collect are your name, email address, phone, payment card, proof of identity, signature, username, password, product selection, purchase history, and information you tell us about your experience or concern.
If you are an individual associated with an organization that is our customer, your personal information could include information we link to you: organization details (like its name, address, email, phone number, payment arrangements, financial information, etc.), your position with that organization (owner, partner, employee, purchasing representative, etc.) and contact information for you (such as address, phone number, and email).
If you contact us, or respond to contact from us, we could keep a record or copy of the communication, like a note, and/or copy or recording of any written and oral communication.
If you post or tag us on our social media channels, message boards, or forums, we could collect user details, feedback, comments, and photos.
We could collect information about your visits to, browsing, and use of our site. Information could include: your IP address (unique identifier of your device); type of device (smartphone, smart television, tablet, pc, etc.); browser (e.g., Chrome, Internet Explorer, Safari, Firefox, Android Browser); operating system (e.g., Windows Phone, OS X, iOS, Windows, Android, Linux); time-zone; browser plug-ins; web-page you came from; cookies, log-in/logout history; page response times; download error; pages and parts of pages you visit; your inquiries, searches and other actions in our site; registrations for accounts, forums etc.; settings; products and services you view; length of visit to our site and pages; page interaction information (such as scrolling, keys pressed, mouse clicks, touches, and mouse-overs). This could be retained and used with reference to you or aggregated with data from others for analytic purposes.
It is possible there are other types of information not listed above, for example, types of metadata, and possibly new kinds of information could be developed or derived in the future that would be collected.]
We collect any information you enter on our site, or that you give us in any other way. We may also collect IP address. You can choose not to provide certain information, but you may not be able to take advantage of our products, services, and features.

How We Collect or Generate Your Personal Information

We may collect or generate personal information concerning you in various ways:

By you visiting and using our website, you or your device may provide personal information. This could include information automatically provided and possibly recorded about your interaction with our site; information we capture or place on your device or generate using cookies or other technologies; and information you input into forms on our site.
By you emailing, calling, or texting us you may provide personal information including your email address and phone number. We may record or make notes of both.
By you posting or tagging us on our social media channels, message boards, or forums.
We may use cookies. A cookie is a small amount of data sent from our system and stored on your device. Some ways we may use cookies are to recognize your device so you don’t have to give the same information repeatedly; remember a username and password, so you don’t need to enter these each time you visit; try to make the process smooth, faster, and secure when you buy something on our site; record visitor preferences in our site and popularity of various elements of our site; help us tailor content to your interests; help us avoid excessive repetition, collect and develop data to help us understand usage of our site, and improve our site. Most internet browsers automatically accept cookies. You can set your browser to refuse a cookie or ask your browser to show you where a cookie is set up. Some services are activated only by a cookie so if you refuse cookies, some features or parts of our site may not be available to you.
We and suppliers, contractors or subcontractors may generate or create information relating to you through analysis of information about you or obtained from your use of our site or transactions with us or through study or analysis of information provided to or obtained by us.
Introduction. This is the Privacy Policy of dhair-boutique.com. Our Policy seeks to tell you how we collect, use, and protect personal information you provide. By visiting this site, which is dhair-boutique.com you accept the practices described in this Policy. While this is a policy, it is not a contract. However, in section: How We Collect or Generate Your Personal Information, you grant a license to us.
Our Commitment. We try to be respectful of privacy. This does not mean that no information is received or disclosed. We understand you may care about personal information you provide us. This Policy provides information about how we try to handle that information.
Your Consent. By visiting our website, using our website, applying to become an ambassador, submitting a message to us, such as in our customer service portal, posting in a message board, forum or our social media channel, providing us personal information, inquiring to us, creating an online account, placing an order or buying from us through the website or in any other manner, or communicating with us, you accept and consent to the terms of this Policy and to our receipt, collection and use of personal information about you. If there is information you do not wish to consent to our receipt, collection or use of, you have the ability to avoid taking, and you should not take, the actions described above.
What Information is Collected. RAWEssenceHair.com may obtain, store, and use the following personally identifiable information (“Your Information”):
your name, address, phone number, or e-mail address.
Information you provide us by using our website, filling in forms on our site, ordering or buying goods or service from us, speaking to us by phone, or communicating to us any other way. Some examples of information we collect are your name, email address, phone, payment card, proof of identity, signature, username, password, product selection, purchase history, and information you tell us about your experience or concern.
If you are an individual associated with an organization that is our customer, your personal information could include information we link to you: organization details (like its name, address, phone number, payment arrangements, financial information, etc.), your position with that organization (owner, partner, employee, purchasing representative, etc.) and contact information for you (such as address, phone and email).
If you contact us, or respond to contact from us, we could keep a record or copy of the communication, like a note, copy or recording of a written or oral communication.
If you post or tag us on our social media channel, message board or forum, we could collect user details, feedback, comments and photos.
We could collect information about your visits to, browsing, and use of our site. Information could include: your IP address (unique identifier of your device); type of device (smartphone, smart television, tablet, pc, etc.); browser (e.g., Chrome, Internet Explorer, Safari, Firefox, Android Browser); operating system (e.g., Windows Phone, OS X, iOS, Windows, Android, Linux); time-zone; browser plug-ins; web-page you came from; cookies, log-in/logout history; page response times; download error; pages and parts of pages you visit; your inquiries, searches and other actions in our site; registrations for accounts, forums etc.; settings; products and services you view; length of visit to our site and pages; page interaction information (such as scrolling, keys pressed, mouse clicks, touches, and mouse-overs). This could be retained and used with reference to you or aggregated with data from others for analytic purposes.
It is possible there are other types of information not listed above, for example, types of metadata, and possibly new kinds of information could be developed or derived in the future that would be collected.
We collect any information you enter on our site, or that you give us in any other way. We may also collect IP address. You can choose not to provide certain information, but you may not be able to take advantage of our products, services and features.
How We Collect or Generate Your Personal Information. We may collect or generate personal information concerning you in various ways:
By you visiting and using our website, you or your device may provide personal information. This could include information automatically provided and possibly recorded about your interaction with our site; information we capture or place on your device or generate using cookies or other technologies; and information you input into forms on our site.
By you emailing, phoning or texting us you may provide personal information, also including your email address and phone number. We may record or make notes of calls or both.
By you posting or tagging us on our social media channel, message board or forum.
We may use cookies. A cookie is a small amount of data sent from our system and stored on your device. Some ways we may use cookies are to recognize your device so you don’t have to give the same information repeatedly; remember a username and password, so you don’t need to enter these each time you visit; try to make the process smooth, faster and secure when you buy something on our site; record visitor preferences in our site and popularity of various elements of our site; help us tailor content to your interests; help us avoid excessive repetition, collect and develop data to help us understand usage of our site, and improve our site. Most internet browsers automatically accept cookies. You can set your browser to refuse a cookie or ask your browser to show you where a cookie is set up. Some services are activated only by a cookie so if you refuse cookies, some features or parts of our site may not be available to you.
We and suppliers, contractors or subcontractors may generate or create information relating to you through analysis of information about you or obtained from your use of our site or transactions with us or through study or analysis of information provided to or obtained by us.
By submitting content to our website, social media channels, message boards, or forums whether by email, postings on our website or otherwise, including any review, question, comment, suggestion, idea, photo or the like contained in any submission (collectively, “Submissions”), you grant us and our affiliates a nonexclusive, royalty-free, perpetual, transferable, irrevocable, and fully sub-licensable right, permission and license to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works from and publicly display and perform each submission throughout the world in any media, now known or hereafter devised; and to use the name that you submit in connection with the submission.

How We Use Your Information.

Some ways we use personal information from you are to:

administer our business activity;
respond to requests, or comments you make to us, customize advertising and content you see, contact you, and conduct research;
tell you about changes to our site, new products, or special offers;
better understand your needs and how we can improve our websites, products, and services;
contact you; or respond to an inquiry, job inquiry, or application you submit;
transmit payment information for purchases;
respond to subpoenas, court orders, or legal process, or establish or exercise our legal rights or defend against legal claims;
share information in order to investigate, prevent, or take action regarding actual, suspected, conceivable or potential fraud or other illegal activity, potential threats to safety, violations of RAW Essence terms of use, or as otherwise required or allowed by law;
display targeted advertisements and links (advertisers, including ad serving companies, may assume people who interact with, view, or click on targeted ads meet targeting criteria.
by interacting with or viewing an ad you consent to the possibility the advertiser assumes you meet the targeting criteria used to display the ad. For more information, see Third Party Advertisers below.
track number of visitors to our site, number of visitors to each page of the site, and domain names of visitors’ internet service providers. So far as we are aware, no personally identifiable information is used in this process.
help third parties who help us host, provide, operate or supply any part of, or service for, our site, databases, systems, business or services or conduct any of our business functions (including sending mail, processing payments, providing customer and advertising analysis, as well as providing customer service). We may provide your personal information as needed by them to assist us.
communicate your message when a function is designed to make your personal information public (e.g., posts you make in a message board, forum, or social media channel,). Personal information you include in posting on that forum or channel may be publicly posted and disclosed.
perform legal obligations or voluntarily help authorities, such as providing information in response to a command or request from a government, military, police, or judicial authority or private entity acting at the request of or assisting any of the above. For example, we could cooperate with the above in providing information for their investigation of a matter.
let someone who acquires us continue the business or let a potential acquirer evaluate us. If we discuss transferring our business, your personal information may be accessed by parties we are in discussion with. If our business is transferred to a third party, your personal information will be transferred to them.
providing information as stated above may involve the information passing through and being recorded and retained by various service providers along electronic, digital, and other transmission channels.
the above may not be every possible usage we may make.

We do not intend to sell or rent your information to anyone, other than if our company was ever sold and that information would be part of the sale. We do not intend to share your information with any third party outside of our organization, other than as necessary to fulfill your request and/or other than as stated above.

Third Party Advertisers.

When you browse the internet, third party advertisers and your web browser may collect information. RAW Essence does not control that information. RAW Essence may contract third parties, i.e. google to present you with advertising. Those ads may lead you to our site. There are also many occasions when no RAW Essence ad is generated, but your browsing and searching brings you to the RAW Essence site. Information collected during that “journey” to our site is not necessarily in our control.

When you arrive at the RAW Essence website or other social media sites, your browsing and visit may be recorded. Once you leave our site(s), you may receive ads based on your browsing history. While we may contract third parties to generate some of those ads, we do not control the information that they use such as browsing history, I.P. address, etc. Further, some ads offered to you after visiting the RAW Essence website and other social platforms may have nothing to do with us, and as such will be out of our control.

Some of the Risks.

No system or measures assure full security. Equipment or data could be accessed unlawfully, or otherwise, without our or your consent. Your personal information could be accessed by persons engaged in unlawful or un consented access and they could transfer your information to others. It is not our policy to allow such access. But we recognize, and you must recognize, these risks. By providing us information you accept these risks.

Your Access to and Control Over Information.

You can opt out of future contacts from us. At any time, you can contact us by the email address or phone number below to:

See what data we have about you, if any. We may not be practically able to identify each and all the different kinds data, however we will have your account information, order history, contact information, shipping information, email and phone number.
Change/correct data we have about you.
Have us delete data we have about you.
Express any concern you have about our use of your data.

Your Ability to Edit and Delete Your Account Information and Preferences.

You can request to have your information edited or deleted.

Opt-Out of Information Sharing.

Other information you provide to us or that we obtain from third parties will not be voluntarily and you may notify using our contact form https://RAWEssenceHair.com/contact/

Please include identifying information such as your name and address as it appears on your order or as entered into our site. Please do not include any other correspondence with this notice. Please note that some forms of sharing may not be possible to avoid on a practical basis (such as sharing in the process of communicating about these matters, or sharing with service providers along lines of electronic communication, or if we were ever acquired by another company).

“Do Not Track” Policy.

Our service uses the following tracking methods:

Facebook Retargeting, Google AdWords, Google Re-targeting, and Google Analytics. RAW Essence respects your request for privacy. To read in stealth mode, stay logged out.

Third Party Tracking.

Third parties collect personally identifiable information about an individual consumer’s online activities on our website.

Cookies.

As noted above our websites use “cookies,” that is, pieces of information that the computer hosting the site assigns to your computer browser when you access a Web site. Cookies help ensure a more accurate analysis of site usage. For example, our site may set a cookie on your browser that keeps you from needing to remember and enter a password more than once during a visit to the site. Whenever cookies are used, RAW Essence will not collect personally identifiable information without your permission.

Security Safeguards.

We try to take precautions to reduce the risks of loss, misuse or alteration of information under our control. Information is stored on our servers or servers of third parties who contract with us to store data. Payment transactions with us are encrypted. We try to comply with the credit card industry’s PCI Data Security Standard, though we do not assure that we will always accomplish this goal or that doing so will always be effective. Sensitive information we collect (like credit card data) is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for “https” at the beginning of the address of the web page. As an additional measure, this policy does not state further details of security measures we use.

We try to also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment. We keep your job applications confidential.

Server Security.

All of our URLs encrypted when using TLS/SSL (HTTPS) encryption 256 Bit Keys, TLS1.2 Our platform block has the ability to block real time. Not only do we mitigate garden variety DDoS and brute force attacks, but thousands of rule sets specifically tuned to identify and prevent attacks before they happen. Our adaptable intrusion detection and prevention system dynamically detects and blocks malicious behavior such as JavaScript/SQL-injection attacks and even more sophisticated attacks such as XML-RPC attacks. And of course, we block IP addresses identified as belonging to spammers or hackers.

Our platform security systems are designed to proactively block numerous web application attacks issues which may arise. Our rules evolve constantly.

We conduct periodic code reviews and security audits of all internal environments and processes. We partner with third-party, independent security firms to ensure best practice security measures are always in place.

Proper server configuration is vital to securing your web environment. Our software stack includes provisions to ensure optimal performance, including disk write limitations and protection against scripts known to contain vulnerabilities. We also implement PHP tuning to disallow dangerous or insecure commands.

Fraud Protection Security.

For your own security, you won’t be able to submit an order on RAWEssenceHair.com if the billing address, credit card expiration date and/or security code doesn’t match your credit card statement.
RAWEssenceHair.com requires you to enter the correct security code with every purchase. We will not remember your security code.
Our credit card processor uses an advanced adaptive learning system that evaluates each payment’s risk level in real-time. It uses hundreds of signals about each payment and taps into data across our network of 100,000+ businesses to predict whether a payment is likely to be fraudulent. The machine learning system is flexible and responsive, continuously learns from new customer behaviors and transaction features, and incorporates feedback from you whenever payments are indicated as fraudulent.
We don’t store credit cards on our servers. No sensitive payment information data hits our servers.

Automatic Information Collection.

When you visit a website, you disclose certain information, such as your Internet Protocol (IP) address and the time of your visit. This site, like many other sites, records this basic information about visits to our site.

Who Has Access to the Information.

Information about our users is important to us. We will not disclose any individually identifiable information to any third party without first receiving that user’s permission.

Methods We Use to Protect Your Information.

RAWEssenceHair.com uses security software to protect the confidentiality of your personal information. In addition, our business practices are reviewed periodically for compliance with policies and procedures governing the security and confidentiality of our information. Our business practices limit employee access to confidential information, and limit the use and disclosure of such information to authorized persons.

About Shipping and Address Information:

RAWEssenceHair.com does not share address information other than with the shipping services such as FedEx, USPS, and UPS. The address information you input for credit card charges is collected by our eCommerce site and the banking eCommerce platforms (i.e. your bank/credit card company, our bank, square up, stripe, apple pay, amazon, etc.).

About Credit Card information:

RAWEssenceHair.com does not knowingly share credit card information. That information, however, does become part of the banking record and banking process in order for us to be paid. While we do not share, customers should be aware that the information becomes part of the banking record and process. What the banking and eCommerce platforms do with the information is out of our control.

How You Can Access Your Information.

You can request access to all your personally identifiable information by contacting us here https://RAWEssenceHair.com/Contact/

Children.

RAWEssenceHair.com tries to help protect the privacy of children. This site is not intended for, or designed to attract, children under the age of 13. We do not collect personally identifiable information from any person we actually know is a child under the age of 13. If you are under the age of 18, you may use this website only with permission of your parent or guardian.

Disclaimers

WE CANNOT AND DO NOT ASSURE ABSOLUTE SECURITY OF YOUR INFORMATION OR THAT THESE POLICIES CAN OR WILL ALWAYS BE ADHERED TO. THESE POLICIES ARE INFORMATIONAL, ABOUT HOW WE TRY TO PROTECT PRIVACY AND WHAT WE TRY TO DO. YOU SHOULD NOT RELY ON US ALWAYS BEING ABLE TO COMPLY WITH THESE POLICIES. WE AND OUR MEMBERS, MANAGERS, OFFICERS, EMPLOYEES, AFFILIATES, AND OTHER REPRESENTATIVES SHALL NOT BE LIABLE FOR LOSS, INJURY OR DAMAGE ARISING FROM OR RELATING TO DISCLOSURE OR MISUSE OF YOUR INFORMATION.

Changes to Policy.

If our Privacy Policy or procedures change, we will post the change to our website. Any changes will be effective immediately on being posted, unless otherwise stated in the change.

Effective Date.

This Privacy Policy is effective as of November 1, 2018.

Links to Similar Sites.

This Web site contains links to other sites we believe may offer useful information. The policies and procedures we described here do not apply to those sites. We are not responsible for content or privacy practices of other sites. Please be aware when you leave our site. Please read the privacy statements of any other site that collects personally identifiable information RAWEssenceHair.com suggests contacting those sites directly for information on their privacy, security, data collection, and distribution policies.

Cookie Policy

To make this Site work properly, we place small data files called cookies on your device.

WHAT ARE COOKIES?

Cookies are pieces of information that the computer hosting the site assigns to your computer browser when you access a site. Cookies help ensure a more accurate analysis of site usage. For example, our Site may set a cookie on your browser that keeps you from needing to remember and enter a password more than once during a visit to the Site.

HOW DO WE USE COOKIES?

A number of our pages use cookies to remember:

Your display preferences, such as contrast color settings or font size
If you have already replied to a survey pop-up that asks you if the content was helpful or not (so you won’t be asked again)
If you have agreed (or not) to our use of cookies on this site
Also, some videos embedded in our pages use a cookie to anonymously gather statistics on how you got there and what videos you visited.
Enabling these cookies is not strictly necessary for the website to work but it will provide you with a better browsing experience. You can delete or block these cookies, but if you do that some features of this site may not work as intended.
The cookie-related information is not used to identify you personally and the pattern data is fully under our control. These cookies are not used for any purpose other than those described here.

DO WE USE OTHER COOKIES?

Some of our pages or sub sites may use additional or different cookies to the ones described above. If so, the details of these will be provided in their specific cookies notice page. You may be asked for your agreement to store these cookies.

HOW TO CONTROL COOKIES.

You can control and/or delete cookies as you wish for details. You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.