Frequently Asked Questions

Refunds and Exchanges:
  • Refunds and Exchanges: There are no refunds or exchanges. Due to health and hygiene concerns Our Essence Beauty Supply (OEBS) does not accept any wigs, ponytails, hair extensions, body jewels, earrings, clippers or blades or any other items used on the body for return or exchange.
  • Product Defects: If the item is defected, OEBS reserves the right to inspect the items, and the items must be returned directly to OEBS, in its original packing and condition, without any tampering and within 10 days.  Customers must contact OEBS for approval and BEFORE returning any packages to the store. If the above process is not followed, an exchange will not be granted under any circumstances.  So, please be advised of this process and read carefully before making purchases and contact us immediately if something is wrong with the merchandise.  
  • Domestic Orders: All Items are shipped through USPS or other mail couriers as selected at check-out; OEBS reserves the right to change and determine final shipping method and charges.
  • International orders: These orders are subject to additional approval before orders will be confirmed and approved for shipping. Once all fees have been updated on the US side, these packages are often subject to additional shipping time, charges, customs, and import duties and fees when it reaches its final destination. Such charges are the responsibility of the customer and vary in price range from country to country.  OEBS suggests customers contact their local customs office for details. OEBS is will not be responsible for any of these charges or time frames. If the package is refused or undeliverable, and returned to OEBS, the customer will be charged a 30% restocking fee and incur all shipping charges that apply to the order, and only refunded the remaining after those charges.
  • Credits: If any credits are issued, they will always be issued to the method of payment used for the order.

Shipping and Handling:

  • Shipment: Orders placed Monday thru Saturday before 1pm usually ship within 1-2 days.
  • Tracking: Once orders have shipped, a tracking number (#) will be sent directly to the customer's email. If you do not receive the tracking number within 72 hours, please feel free to email us. Additionally, please be patient for updates when tracking the numbers with the mailer, often times it takes 48-72 hours for tracking to update.  Please be advised, we have no control over the time frame of the package delivery. 
  • Lost or Stolen Packages: Please be advised OEBS is not responsible for lost or stolen packages. Once the package is shipped and delivered it is the customer's and/or mail carriers responsibility.  In the rare cases that theft may be involved, we suggest the customer contact the postal carrier and/or law enforcement.  OEBS incurs an additional charge to ensure all packages are signed for upon delivery so as to minimize lost and/or stolen packages.  If you have instructed the mail carrier to handle the shipped packaged differently than the documented OEBS shipping method, we should you contact the mail carrier directly. 
  • Failed Delivery: For items marked as 'Undeliverable as addressed," "Wrong Address Provided," or Several attempts failed for delivery" by the postal carrier are not automatically eligible for a refund.  The customer will be charged an additional shipping fee in order attempt to re-ship the items. If delivery still fails, and the items are returned to OEBS unopened and untampered with, in its original packaging, the customer will be charged a  30% restocking fee and all delivery charges, and refunded only the remaining after those charges are applied. 
  • Order Cancellations: OEBS reserves the right to cancel any orders should fraud be inferred, suspected, or detected. 


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