Customer Policy

Customer Policy -ORDERS & Deposits

Customer policy must be read and understood before purchase.
Orders will only be placed once full payment has been received and confirmed.
Please ensure all order details, including your shipping address and contact information, are correct before completing your purchase.
Custom and pre-order items cannot be changed or cancelled once your order has been confirmed.
Pre-orders typically take 10–15 business days before they are shipped.

We accept secure payments through the payment methods available at checkout.
Orders will only be processed after payment has been successfully received and verified.
Prices are displayed in South African Rand (ZAR) and are subject to change without prior notice.

Once your order has been dispatched, you will receive tracking information where applicable.
Shipping times may vary depending on your location and the courier.
CrownedByM is not responsible for delays caused by couriers, public holidays, weather conditions, or other circumstances beyond our control.
Customers selecting collection will be notified once their order is ready. Collection is by appointment only.
Please ensure someone is available to receive your parcel at the delivery address provided.

Due to the nature of our products and for hygiene reasons:

We do not accept returns on hair bundles, wigs, or other hair products that have been worn, installed, brushed, washed, coloured, cut, or altered in any way.
Returns will only be considered if the incorrect item was sent or if the product arrives damaged or defective.
Any issues must be reported within 24 hours of receiving your order, with clear photos and your order number.
Refunds are only issued if we are unable to fulfil your order.
Approved refunds will be processed using the original payment method.
Exchanges are only available for items that are incorrect or defective and must be approved before being sent back.
Shipping costs are non-refundable unless the error was caused by CrownedByM

Our customer support team is available during business hours to assist with any enquiries.
Please allow up to 24–48 business hours for responses to emails, WhatsApp messages, or social media enquiries.
Kindly communicate respectfully. We reserve the right to refuse service in cases of abusive, threatening, or inappropriate behaviour.
Before placing an order, please read and understand all of our policies. By completing a purchase, you acknowledge and agree to these terms.