At Hairdrop, we strive to provide a safe and seamless marketplace for both buyers and sellers. Hairdrop itself is not responsible for the creation, shipment, or fulfillment of orders. HairDrop solely acts as a facilitator of transactions between buyers and sellers. To ensure smooth transactions and protect all parties involved, the following shipping terms apply:
- Seller Responsibilities
Sellers must ship products within (5) days of receiving order confirmation. Failure to do so may result in order cancellation and account restrictions.
Sellers must provide accurate tracking and shipment details and promptly upload any updates regarding the shipment status in an efficient manner.
Sellers must promptly respond to buyer inquiries, complaints, or issues via the Hairdrop messaging system and cooperate with any dispute resolution processes.
Sellers are required to ensure their products are packaged securely to avoid damage during transit. Packaging should be durable, well-sealed, and appropriate for the product’s size and fragility. Fragile items, such as certain hair products, should be wrapped in bubble wrap or other protective materials to minimize the risk of damage.
- Tracked and Reliable Shipping
Hairdrop does not provide automated shipping labels, and sellers are responsible for selecting a reliable courier service with consistent tracking and delivery performance to fulfil orders.
Please note: Sellers are responsible for ensuring that buyers receive purchased goods. If a parcel is reported as lost, we will launch an immediate investigation, working closely with the seller and the chosen delivery courier to determine the status of the shipment. Upon receipt of parcel loss confirmation, an immediate refund will be initiated within a 14 day period.
If a seller fails to ship an item, provides false tracking details, or engages in fraudulent activity, Hairdrop reserves the right to take necessary enforcement actions, including but not limited to payment forfeiture, account suspension, and legal recourse.
Important: Hairdrop is not liable for any damage or loss during transit, therefore it is crucial that all shipments are sent via tracked and reliable couriers to ensure secure delivery. If any issues do arise during transit, please contact your courier directly to reach a mutual resolution.
Buyers must ensure that all claims for returns or refunds are honest and supported by relevant evidence. Please note that false claims will be treated as an act of fraud, any attempt to falsely claim that a product has not been received, is defective, misrepresented, or otherwise may result in account suspension and termination due to violation of our terms and conditions.
- Uploading Tracking Information
Sellers must upload the correct tracking number to the Hairdrop platform as soon as the purchased item is shipped, enabling buyers to track and monitor their shipment.
To upload the tracking number to the app, sellers must complete the following steps:
- Personal
- My dashboard
- Select correct order from latest sales list
- Edit (top right)
- List courier and tracking number in the notes section
- Change order status from processing to shipped (top right)
Buyers will be notified immediately regarding any changes made to order notes and status. Sellers may also contact buyers directly through our messaging system or email to provide any additional information.
General order updates may be tracked via our order tracking portal, whilst specific delivery time details should be checked directly on the courier’s website.
Please note: Our team routinely monitors notes uploaded to ongoing orders. If a seller uploads misleading or inaccurate tracking information, an immediate investigation will be initiated. This is considered a form of fraud in accordance with UK law, and we will take appropriate action to investigate the seller’s account. If we determine that the information was intentionally falsified, the account may be subject to suspension or termination.
- Secure Payment Holding
All payments processed through Hairdrop’s payment system are securely held in a third-party holding account until the buyer receives the parcel.
Once the tracking system confirms successful delivery, funds will be released to the seller following a mandatory two-day holding period, allowing the buyer time to confirm receipt and satisfaction.
We implement this process to protect both buyers and sellers alike, ensuring that transactions are secure and disputes are handled fairly.
- Processing and Administrative Fees
A small, variable processing and administrative fee will be calculated and applied to each order during checkout. Processing and administrative fees payable to the HairDrop platform are non-refundable under any circumstance, as they cover buyers protection costs, transaction costs charged by our payment processors, administrative expenses, and the resources involved in facilitating and managing transactions.
We strive to be transparent about all costs and appreciate your understanding of the minimal expenses required to maintain a smooth and secure transaction process on the HairDrop platform.
- Buyer Protection & Refunds.
What is covered?
Non-delivery: Item was never shipped.
Wrong or Defective Item: The item received is significantly different from the listing description or arrived damaged/defective.
Fake or Misrepresented Products: The item is counterfeit or significantly misrepresented (i.e., Synthetic hair represented as human).
Incorrect Address Input (Seller): If an order is shipped to the wrong address due to an error made by the seller, the seller will be held responsible for resolving the issue. In such cases, the buyer will be eligible for a refund under our Buyer Protection policy, whilst the seller must contact appropriate parties such as courier, or recipient, to reach a resolution regarding any losses. Sellers must carefully verify shipping details before dispatching any orders to avoid disputes and potential account restrictions.
What is NOT covered?
Buyer remorse: Buyer has changed mind and no longer wants the item.
Used or altered items: Items that show signs of use or alteration after delivery are automatically ineligible for buyer protection.
External Transactions: Hairdrop is not responsible for investigating payments for products listed on our platform, but paid for through external payment portals outside of our platform’s official payment system. In such cases, buyers and sellers must contact the appropriate authorities and parties to resolve any arising issues.
Late shipments: Late shipments are not covered by Buyer Protection unless the seller fails to ship the item within the specified timeframe of (5) days.
Incorrect Shipping Address: If an order is shipped to an incorrect address due to buyer error, any resulting losses will not be covered under our Buyer Protection policy. Buyers must ensure that their shipping information is accurate before completing a purchase.
Buyer Protection policies are implemented to ensure a fair experience for all Hairdrop users. While we expect buyers and sellers to resolve shipment issues independently, Hairdrop will intervene if a resolution cannot be reached.
For more information regarding returns, refunds, and dispute settlement, please refer to our Return and Refund Policy.
- Complaint Form.
In the event of any purchase-related issues (non-delivery, defects, or items not as described), buyers must submit a Complaint Form within (2) days of delivery confirmation to be eligible for resolution. This ensures that we have all the necessary information to act immediately and resolve the issue.
To expedite the process, we recommend reviewing our Refund and Return Policy to determine eligibility before submitting a complaint.
- Disclaimer & Limitation of Liability.
We take all shipping-related claims seriously and will work directly with courier services to verify the legitimacy of any disputes. Our duty of care extends equally to both parties, and we will not tolerate misuse of our policies or fraudulent claims.
In cases of suspected fraudulent or illegal activity, Hairdrop reserves the right to disclose personal information to local authorities as necessary. Any attempts to manipulate shipping claims, provide false information, or engage in deceptive practices may result in account suspension, permanent removal from the platform, and legal consequences.
Sellers and buyers must work with the selected courier service to resolve any shipping-related issues.
Notice: By selling on Hairdrop, all sellers agree to these shipping terms and guidelines. Compliance ensures a smooth and trustworthy experience for both buyers and sellers on our platform.
For any inquiries not covered in this section, please do not hesitate to Contact Us.