SHIPPING & RETURNS
Thank you for choosing By SunLena. Every order is handled with care, and we want your experience to feel effortless from checkout to doorstep.
Please review the policies below. Each one is in place to protect your purchase and uphold the quality standard we stand behind.
How long does it take for my By SunLena order to process?
Processing begins the moment your payment clears successfully.
It takes 2–3 business days for your order to be prepared and shipped. Processing runs Monday through Friday. Orders placed Friday through Sunday will start processing the next business day.
Processing time is not included in shipping time.
What shipping options does By SunLena offer?
We provide three delivery options:
Express — 5 to 7 business days
Standard — 7 to 14 business days
International — 7 to 21 business days
All shipments are sent via FedEx. Business days are Monday through Friday. Shipping timelines begin once processing is complete.
What addresses are accepted for delivery?
We ship to verified residential and commercial street addresses only. P.O. boxes are not accepted.
You are responsible for providing accurate shipping details at checkout. We cannot reroute or reship due to incorrect addresses entered by the customer.
Why was my payment declined, or why is there a pending charge?
Your billing address must match the one your bank has on file. Mismatched information will cause your payment to be declined.
If you see a pending charge after a decline, it is only a temporary authorization hold from your bank. It will drop off automatically within a few business days.
Can I change or cancel my order after placing it?
Our warehouse processes orders rapidly to ensure fast delivery. Once your order is confirmed, it cannot be changed or cancelled.
This allows us to maintain the speed and reliability you expect from By SunLena.
When will my tracking number be available?
Your tracking number is sent to the email used at checkout. Please allow up to 24 hours after your shipment confirmation for tracking details to update.
If you do not see the email, check your spam or junk folder. If you have not received tracking within 3 business days of ordering, contact us at XXX-XXX-XXXX.
What is your return policy?
Returns are accepted on unopened hair extensions within 7 days of delivery.
Because hair extensions are a hygienic product, all items must be returned unopened, unused, unworn, and completely untouched. The original packaging must be intact, and the By SunLena security seal must not be broken.
If the seal has been opened or removed, the item is final sale and ineligible for return.
You must contact us before sending any return. Returns sent without prior approval will be refused.
Can I exchange my hair extensions?
Exchanges are accepted within 7 days of delivery under the same conditions as returns.
The product must remain in original condition. The packaging must be undamaged, and the By SunLena security seal must be fully intact.
Products showing signs of use, installation, styling, alteration, or removal from their original condition are not eligible for exchange.
How long does it take to receive a refund?
Once your return arrives, we inspect it to confirm it meets our conditions.
Approved refunds are sent to your original payment method. The original shipping cost is not refunded.
Most refunds appear within 24 to 48 hours after we process them, though timing depends on your bank or payment provider.
Who covers the cost of return shipping?
Return and exchange shipping costs are the responsibility of the customer.
We strongly recommend using a trackable shipping method. By SunLena is not responsible for returns that are lost, delayed, or damaged in transit.
Where do I send my return or exchange?
Mail your return or exchange to:
By SunLena
[YOUR RETURN ADDRESS HERE]
[City, ST ZIP CODE]
Include a note inside with your order number and reason for return.
