Our customer service team is available Monday to Friday from 10:30 AM to 6:30 PM.

You can contact us by email: goldreal@outlook.fr OR on Instagram: @goldhairdealer. We will respond to your emails and DMs within 24 to 72 business hours.

Processing time is the time it takes to prepare, verify, or pick the items in your order.

Shipping time is the delivery time once the order is handed over to the carrier.

The two times are distinct.

Please take into account business days and public holidays when placing your order.

At Goldhairdealer, each order is carefully prepared to guarantee quality that meets our standards. As our hair is meticulously selected, some orders require a preparation period before shipping or hand delivery.

For standard orders, please allow a maximum of 5 to 7 business days for your order to be processed.

Once this processing period has passed, your order will be shipped. Delivery then generally takes between 48 and 72 business hours, depending on the carrier and your delivery area.

You can therefore expect to receive your order at home within an average of 8 to 12 days in total.

Delays may be extended in case of special circumstances: payment under verification, suspicious payment, public holiday, weekend, peak order periods, or an item requiring more specific selection.

Preparation time for custom colored wigs: 14 days

No, we ship worldwide!
However, the customer is responsible for import fees or duties depending on the country.

Express in-person pickups are possible depending on item availability.
If an item is already in stock, pickup can sometimes be prepared quickly, within 24 to 48 hours.

If the item is not immediately available, the preparation time is generally 5 to 7 business days, as for a standard order.

Therefore, an in-person pickup does not necessarily mean that the item is immediately available. Each order is prepared or selected according to actual stock availability.

Standard delivery times do not apply to rare products or those requiring specific preparation.

This includes, but is not limited to:
•⁠ ⁠Colored wigs;
•⁠ ⁠Custom-made items;
•⁠ ⁠Personalized orders;
•⁠ ⁠Raw Hair 30 inches and longer, whether in lace or bundles.

These products require more time because they are rarer and sometimes necessitate a particular selection of donors depending on the order.

In some cases, the hair is chosen specifically according to your preferences: length, texture, density, origin, color, or desired look. This selection work allows us to offer you more exclusive quality, but it can also extend the preparation time.

For colored wigs or custom creations, please allow up to 14 business days, depending on the complexity of the request.

We offer payment in several instalments via Klarna to allow you to enjoy your Goldhairdealer experience with complete flexibility.

Klarna payment options are offered subject to eligibility and may vary depending on your country of residence. Payment in instalments is reserved for adults. Fees may apply in case of late payment.

Please make sure you can meet your payment deadlines before choosing this payment method. Klarna's general terms and conditions apply.

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The Klarna payment option is only displayed for customers who use their email address at checkout.

If you only enter your phone number on our Shopify checkout page, Klarna will not be offered as a payment method.

Right of withdrawal (online order):

In accordance with Article L221-18 of the Consumer Code, you have a legal period of 14 days from receipt of your order to exercise your right of withdrawal.

Any request must be made in writing (email or form provided for this purpose).

Refund periods:

Once your withdrawal request has been validated, the refund will be made within a maximum of 14 working days, in accordance with Article L221-24 of the Consumer Code.

This period may vary depending on the nature of the product, the condition of the return, and the internal processing of your request.

Order error attributable to the customer:
In the event of an order error attributable to the customer (e.g., wrong reference selected, incorrect quantity, unsuitable product ordered by mistake), the company automatically refunds (excluding colored products - non-natural black) and reserves the right to deduct from the refund the actual costs incurred for processing the order.

This includes, but is not limited to: supplier payments already made, logistical costs, administrative costs, and/or processing fees related to the cancellation.

This measure is in accordance with Articles L221-24 of the Consumer Code (refund within 14 days) and 1231-1 of the Civil Code (damages for prejudice suffered). The retained fees will be proportionate and justified, and may amount to up to 25% of the total order amount.
These fees are non-refundable as they are incurred as a result of a customer action, and their amount may be set proportionally to the total cost of the order, with a maximum cap corresponding to 25% of the total order amount including tax.

We invite every customer to carefully check the items added to the cart before confirming the order. No full refund will be issued if costs have been incurred as a result of a customer's oversight.

In accordance with customer responsibility, consistent jurisprudence + contractual good faith

Chemical Treatment and Cancellation Conditions – IT GIRL COLLECTION - Wigs 613 and other customized products

613 color wigs and, more generally, all non-natural wigs (blonde, brown, jet black, IT GIRL COLLECTION, etc.) have systematically undergone prior chemical treatment (bleaching, neutralization, toning), carried out by our approved collaborators.

In accordance with hair industry practices for 613 blonde, these treatments may also include additional neutralization of yellow tones after receipt of the raw material, to ensure a uniform result compliant with the brand's quality standards.

By confirming your order, you accept that these items are considered modified or customized products, even when no specific color or request has been added by the customer.

As such, and in accordance with Article L221-28 of the Consumer Code, products that have undergone chemical modification, treatment, customization, or specific preparation are neither refundable, cancellable, nor exchangeable, even if the item has not yet been shipped.

Any cart validation constitutes full and complete acceptance of these conditions.

Due to the nature of our products, ALL SALES ARE FINAL.

However, Goldhairdealer strives to provide every customer with exceptional customer service.
Refunds are possible within the first 3 days of receiving your order. No refunds will be issued after these 3 days; however, exchanges BEFORE 10 days after receiving the order may be accepted subject to the following conditions:

- Equivalent value of the product to be exchanged

- We will not accept any returns or exchanges if the hair extensions have been worn and/or are no longer sealed in their original packaging.

- If you decide to return your product for an exchange, please note that all shipping and handling costs will be borne by the customer. We therefore suggest sending via a reputable carrier that provides tracking information and delivery confirmation, as we are not responsible for lost packages. We must receive the wig before any exchange.

- Products will not be accepted for returns or exchanges if there is evidence that they have been worn or altered, for example, dyed, cut, or tinted, in short, in any way, or if hair products have been applied.

- If any of the above conditions have not been met, we reserve the right to refuse an exchange or refund.

We recommend thoroughly inspecting your package upon receipt and before trying it on.

In the event of a return, please note that the product(s) must be sent in the original packaging accompanied by the printed order receipt that was sent when the order was placed. If this is not included in the packaging, your exchange will not be accepted, nor if we receive the return after the 3-day period (for a refund) or 10 days (for an exchange).

Please contact us at goldreal@outlook.fr within 3 days of receiving your order.

In accordance with our internal policy, items purchased as part of a promotion, exceptional discount, special offer, or discount code are not eligible for refund or exchange, except in the event of a proven defect or non-conformity of the product. Any anomaly found must be reported within 24 hours of receipt, accompanied by visual evidence (photos/videos) to establish non-conformity. By proceeding with the purchase, the customer acknowledges having read and fully accepted this condition.

GOLDHAIRDEALER IS NOT RESPONSIBLE FOR PACKAGES ONCE THEY HAVE BEEN SHIPPED!

In accordance with our internal policy, items purchased as part of a promotion, exceptional discount, special offer, or using a discount code are not eligible for refund or exchange, except in cases of proven defect or product non-conformity. Any anomaly found must be reported within 24 hours of receipt, accompanied by visual evidence (photos/videos) to establish non-conformity. By proceeding with the purchase, the customer acknowledges having read and fully accepted this condition.

WE ONLY REFUND PACKAGES WITH AN ERROR AND WHOSE QUALITY DOES NOT MEET WHAT WE HAVE MARKETED. ORDER ERRORS MUST BE REPORTED BEFORE ANY CHEMICAL PROCESS IF IT IS A COLORED WIG (IT GIRL COLLECTION / BLOND 613 / BROWN / JETBLACK these products are not exchangeable or refundable after coloring). FOR OTHER ITEMS, WITHIN 3 DAYS AFTER RECEIPT, EACH CUSTOMER CAN MAKE A REQUEST WHICH WILL BE REVIEWED AND MUST MEET QUALITY STANDARDS. AFTER THE REVIEW, IF IT IS A PRODUCT THAT HAS NEVER RECEIVED A COMPLAINT REGARDING ITS QUALITY, NO RETURN OR REFUND WILL BE ISSUED.

Thus, in this specific context, in the eyes of the law, unfortunately the recipient of a package is responsible for its contents. If your package is lost OR stolen, you must file a claim with your local carrier.

Please note that a file containing a photo of the contents of each order before shipment, the tracking number, and the recipient's personal details are kept in our archives for 3 months for verification purposes in the event of an incident of this kind.

We strive to package your orders conscientiously and meticulously; our packages are complete, checked, and marked off when they leave our warehouse. However, we are human and can make mistakes; oversights/errors can occur. In such cases, once confirmed after archival verification, we will re-ship the missing item(s) at our expense, always including a gift as an apology.

In the event of false declarations and abuse of this practice, strong measures will automatically be taken. Dishonesty will lead to your own downfall.