Shipping & Processing Policies

Damaged Shipments, Missing/Wrong Items/Wrong Zip, etc.: If UPS, FedEx or the postal service delivers a order to you which is visibly damaged, open and resealed, the contents inside tampered with or missing, please refuse it. If once you open a box which appeared undamaged you find damaged items inside, please notify us and UPS (800-742-5877 press 0) or FedEx (800-443-9969 press 0), as applicable, if the damage is found within 48 hours of your receipt of your order. The carriers may ask you to keep the box and the contents intact if they wish to conduct an inspection. Email notification works better for us. You will also have a written record. Please contact us. Failure to do so will void any claims made by you.

We will do our best to ship promptly whatever was damaged in transit. If you find that an item is missing from your order or that we sent you the wrong item/size/etc., we must be notified within 48 hours of your receipt of the order. We will not, under any circumstances, accept missing/wrong item reports once the 48 hours are up. No exceptions.

If the order ships to the wrong address because of your error, we cannot credit you the shipping charge. If you want us to re-ship to the correct address, we'll have to wait for the original package to arrive at our studio and charge new shipping charges. We may be able to re-route a UPS package and pass along to you the UPS charge for re-routing.

If you receive a wrong order or items with your order that you did not order, please do not send it back without first contacting us. Give us an opportunity to research and get back to you with a return confirmation number. Should you decide to ship the items back to us without our authorization, you will assume all responsibilities and expenses related with the return shipment and we won't be able to reimburse you for shipping charges you may incur.

Shipping Charges: S&H charges are not refundable. The shopping cart provides the customer with an estimate of S&H charges.

All our orders will require a signature. If this is an inconvenience if you're not home during the day, perhaps we could ship to your place of business if you will provide this information.

International Shipping: We ship worldwide. Our shopping cart is set up to provide S&H via UPS Express. Please note that we reserve the right to use Fed Ex Air instead, should charges be more or less comparable. UPS picks up from our studio, FedEx needs to be called and they will charge $12.50 for a pickup. The customer is responsible for all duties, brokerage fees and taxes upon arrival at the country of destination.

Insurance: All shipments are uninsured unless you choose that option which is available in our shopping cart.

Lost or stolen shipments, UPS: Please be advised that Nature Girl is not responsible for any mismanagement of shipping services carried out by UPS. Articles that are lost or stolen while in the possession of UPS are the responsibility of UPS and the matter must be addressed through them. We will assist the client in resolving the matter with UPS however. As soon as we're made aware that a shipment may be lost or has not been delivered as scheduled by UPS, we will proceed to contact UPS who will place a tracer on the package. UPS asks that we allow 8 business days for a tracer to be completed. On numerous occasions the package has turned up before the 8 days are up. In those instances we ask that UPS credits us the cost of shipping and we forward that credit on to the client. If a customer has an upcoming event which requires an immediate replacement of the lost shipment, it may be necessary for the order to be placed again. If the client has purchased insurance a claim must be filed and UPS will return the cost of the order.

International Priority Post & Express Mail Shipments: Our shopping cart set up with two shipping options. International Priority Post and UPS Express. You will receive accurate S&H charges once your order is finalize. *** Please note that UPS will not ship to PO Boxes or APO/FPO’s.

Postal Losses: If the postal service loses a package, they won't allow us to request a claim form until 15 days have passed from the date we notify them the package is missing. This means we will not be able to replace your postal package until we have been provided with claim forms. We cannot take a chance on preparing and shipping a replacement order only to find out later that the package was recovered and delivered. Shipping overseas is very expensive and we cannot afford to absorb duplicate postal charges. Your full understanding of our policy regarding postal shipments is appreciated to avoid misunderstandings in the event of a loss.

Processing Time: The turn around time for orders in 5 – 7 BUSINESS days. Special orders take longer and you will be quoted a delivery time at the time you place your order. Orders are logged in the day after they're received. Orders received on Fridays, holidays or weekends are logged in the next business day. There are times when, due to an extremely high volume of orders processing may be additionally delayed and we appreciate your understanding when this occurs. During extra heavy periods, such as holidays and the summers months, customers need to allow additional days for an order to be processed and shipped; please plan your order accordingly. In order to be fair to all customers, the only way we can rush an order is if you pay our Rush Order Fee of $50.00. Please remember also that you must allow time in transit for an order to reach you and that we're located in Barcelona Spain; you can find time in transit information by going to www.ups.com but most express orders are 24 – 48 hours. You will need to know that our zip code is 08009, that we have daily pickups and that we use our own packaging in UPS Express bags. You may also call UPS at 800-742-5877, press 0, and ask for Time in Transit.

Refused Shipments: Should you refuse delivery of a shipment for whatever reason (except if we authorize it), you will be charged a restocking charge of 30% of the total of the order, excluding S&H charges. S&H charges will not be refunded under any circumstances.

Re-routed Shipments: As the shipper, we are the only ones who have the authority to re-route packages shipped through UPS under our account number. If the customer asks UPS to re-route a shipment, the customer's credit card will be charged $5 per re-routing which is what UPS will charge us.

Returned Orders: Orders returned to us by the carrier because (1) of a wrong address provided by the customer (2) a signature was required upon delivery and the customer was never available to sign for the shipment even though the carrier left the required notifications and (3 ) the address provided to us does not accept postal deliveries and the customer did not inform us in writing, will incur new shipping charges if we're to re-ship. If the customer chooses not to have the order re-shipped, the customer will incur a 30% restocking charge on the cost of the products. As is our policy, S&H charges are not refundable. UPS charges us to correct an address and we will pass this cost on to you if UPS must correct the address due to your error. Subject to Nature Girls approval in the rare instances when a credit is offered any order returned when Nature Girl has honored the terms of their order agreement will incure a NON-NEGOTIABLE 30% restock fee. NO EXCEPTIONS!!!!

Return Policy/Cancellation: We do accept returns within 7 days of receipt for store credit only. We do not give cash or credit card refunds. Hair that shows any signs of wear will not be accepted under any circumstances. To make a return you simply need to email customer service. They will issue you a return number and instruction on how to return the item. PLEASE DO NOT RETURN ORDERS WITHOUT THIS NUMBER. Put that number on the return label and send it to us. The hair must be returned in the original packaging. Once we receive the package and inspect the hair, you'll receive a store credit via email that will be good for 1 year. For canceled orders we issue store credit only that will be good for 1 year.

Rush Orders: The time we require to process & ship an order is posted on the FAQ’s page of our website. Should you require that your order be rushed and shipped sooner than our regular timetable, we may be able to do so for a surcharge of $40.00.

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