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Customer Information
- Shipping & Delivery
- Secure Shopping
- Returns & Exchanges
- Order Processing
- Payments
- Guaranteees
- Product Authenticiity
- Limitation of Liability
- Privacy Policy
- Corporate Information
- Shipping & Delivery
- Maria Valentina ships to every country in the world. Your order will be shipped via DHL or registered airmail as specified by you at the time of order to the address you provide. It is important that you give us the most accurate and complete information possible. Your tracking number will be sent to your email address (if you have provided one) as soon as your order is handled and shipped. If you do not receive a tracking number, please let us know. Use your tracking number to track your package in transit. Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included all the information needed to deliver your package. You will be charged for any additional fees imposed by the couriering company that are caused by bad address information. For any shipments returned to us due to a bad address, refusal upon delivery or cancellation after 24 hours of placing order; there will be a 20% cancellation fee charged. Shipping and handling charges are non-refundable. No refunds will be issued for refused or abandoned shipments.
If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us immediately on info@mariavalentina.com. We will contact the couriering company right away and initiate a trace for your package. If it is determined that your shipment has been lost, a replacement will be sent pending the couriering company’s investigation of the situation.
We do not accept liability for late shipments due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. We entrust DHL or registered airmail as specified by you at the time of order to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges.
All shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. - Secure Shopping
- Maria Valentina uses secure servers and 128-bit SSL encryption to protect your personal information, including your name, address, and credit card information. To verify the authenticity of our security certificate, please click the lock-symbol below.
- Returns & Exchanges
- At Maria Valentina we maintain a very high level of quality control. All our products are made by some of the best craftsmen in the industry worldwide, meticulously packaged at our Hair Couture house in Brazil, and every order is thoroughly inspected before shipping.
Due to the nature of our products, all sales are final. Returns and exchanges are only accepted under the terms and conditions hereunder. The following applies to all returns and exchanges we make, irrespective of the reason for it:- We will not accept any returns or exchanges of any products where the sealed plastic bag in which the hair came in has been opened or tampered with in any way. Furthermore, all returns must include the full original packaging, including the Certificate of Authenticity card, so that we match all four Product Identification Numbers in different parts of the packaging.
- In the specific case of lace wigs or lace frontals, they will not be accepted for returns or exchanges in case they have been worn, styled, cut (lace or hair), or had products applied to them such as glue or hair products.
- Requests must be made within three weeks of the shipment date – i.e., returning postal label on any merchandise must be dated within three weeks of the date of the shipment confirmation email that you will have received. Any return or exchange requests made more than three weeks from the shipment date will not be honoured. Please advise us of your return or exchange request via email to info@mariavalentina.com.
- You must pay the return shipment. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. In case our inspection upon receipt confirms that the return or exchange fall within our 100% Product Tolerance Guarantee or 100% Shipment Error Guarantee, we will refund your return shipment costs in full.
- Product returns should include a note describing the reason for the return and the desired resolution (return or exchange), and they should be mailed back to our Hair Couture House:
Maria Valentina
From time to time, Maria Valentina may, at its sole discretion, exchange products under the following conditions:
Rua Panamá, 127
Bairro: Nações Unidas
Sabará – Minas Gerais
34590-040
Brazil- Product must be exchanged for something of equal or greater value. No refunds will be permitted.
- You will be required to pay return shipping costs and shipping charges on your new order.
- You will be charged a 20% restocking fee for the product you are exchanging.
- Order Processing
- Our hours of operation are Monday through Friday from 9:00 am to 6:00 pm Brazilian time, excluding public holidays in Brazil. Orders are processed, custom made and shipped within the following time periods from the receipt of payment:
- Custom wefted hair extensions ("weaveons"): six (6) working days.
- Custom lace frontals + wefted hair extensions combo: four (4) weeks.
- Celebrity and Custom full lace wigs: six (6) weeks (four (4) weeks in the case you select the Rush Order option when ordering).
If any product is out of stock or unavailable, we will contact you immediately to find out if you are interested in receiving a substitution. If a substitution is not acceptable, you may wish to terminate the sale, in which case we will refund the amount charged to your credit card.
If you need to cancel an order within 24 hours after you have completed the check-out process, please contact us immediately at info@mariavalentina.com. If you cancel your order more than 24 hours after placing it, there will be a 20% cancellation fee charged. Shipping and handling charges are non refundable. - Payments
- Maria Valentina has 24 online shopping currencies. Payments can be made with any major credit or debit card, by cheque, with a bank transfer or via Google Checkout. If your billing address and shipping address are not the same, you will be asked to email (info@mariavalentina.com) or fax (+44 20 7681 2593) us a copy of the front and back of the credit or debit card that you are using.
- Quarantees
- We will make every effort to match each order to your exact specifications. Because our hair is 100% virgin Brazilian human hair, and each individual piece comes from a separate donor, you may notice slight variation in hair color or texture. Natural human hair is not a homogenous factory product and is subject to individual variations. While no two wefts are exactly alike, we guarantee our product to be within the following tolerances of what is written on the packaging:
- Average length of hair: +/-4cm (+/-1.5”).
- Standardised circumference of hair in a box of wefted extensions or a lace frontal + wefted extensions combo: +/-5mm (+/-0.2”). Standardised circumference is set at 12cm (4.7”) measured 5cm (2”) below the weft while applying 115g (4oz) of tension.
- Degree of waviness: at least 2/3 of weft length within reported waviness category. No single weft more than one category out of specification.
- Colour: at least 2/3 of weft length within reported colour category. No single weft more than one category out of specification.
- Lace wig/frontal size: all dimensions within 2cm (0.8") tolerance from measurements entered into order form.
If you have received any product that is incorrect – i.e., not what you ordered – you must contact us and return the product within three weeks of the date of shipment. No refunds will be permitted. We will exchange any non-tampered Maria Valentina product that is verifiably not the product that was ordered to a new product with the same specifications. We will also refund your return shipment costs and will not charge you for the shipment cost of the replacement product.
In case you purchased our One Year Extended Guarantee together with your full lace wig, you can send your unit back to us for any repairs for as many times as you like during your first year of ownership. You can also send the unit to us for a full restoration (detangling, unmatting, replacement of hair loss) once during your first year of ownership. In both cases (repair and restoration), all you need to pay for is the shipping to us (we will pay the shipping back to you). Repairs and restorations take 3-5 weeks, depending on the extent of wear & tear.
All shipments to us under this Guarantee section should be made to the same address as listed under Returns & Exchanges section above. - Product Authenticity
- Please verify that the seal on the plastic bag in which your Maria Valentina hair and its Product Insert came was not tampered with previously, and that the Product Identification Number in the Product Insert is the same as the ones on the Maria Valentina box, the Certificate of Authenticity card, and the sample envelope. If the integrity of the seal was compromised prior to your purchase or if the four Product Identification Numbers do not match, please email us at fraud@mariavalentina.com, citing the Product Identification Number, your name, address, phone number, and date of purchase (and the name of the authorised Maria Valentina Distributor or Franchisee who sold you the product in case you did not buy your product from this Website). If our investigations reveal that the product you purchased online or from one of our Distributors of Franchisees was in any way tampered with en-route to you, we will ask you to return the merchandise so that we can replace it with a genuine Maria Valentina product.
- Limitation of Liability
- Maria Valentina does not accept liability beyond the remedies set forth herein, including any liability for products not being available for, or the provision of services and support. Maria Valentina will not be liable for consequential, special, indirect or punitive damages even if advised of the possibility of such damages, or for any claim by any third party except as expressly provided herein. This limitatation of liability applies both to products and services. Customer agrees that for any liability related to the purchase of products, Maria Valentina is not liable or responsible for any amount of damages above the aggregate monetary amount paid by customer for the purchase of products under this agreement. Customer agrees that for any liability related to the purchase of services not bundled with products under this agreement, Maria Valentina is not liable or responsible for any amount of damages above the aggregate monetary amount paid by customer for the purchase of services under this agreement.
- Privacy Policy
- In relation to collecting customer information:For each visitor to our Web page, our Web server automatically recognizes geographical location information regarding the domain of the visitor for the purpose of automatically providing the prices on the site in the most appropriate currency to the visitor. We collect the e-mail addresses of those who communicate with us via e-mail, aggregate information on what pages our customers access or visit, as well as information volunteered by the customer, such as survey information and/or site registrations. The information we collect is used for the limited purposes of improving the content of our Website and contacting our customers for marketing purposes, and it is disclosed only when we (i) are legally required to do so at the request of governmental authorities conducting an investigation, (ii) verify or enforce compliance with the policies governing our Website and applicable laws, or (iii) protect against misuse or unauthorised use of our Website. We use cookies to record session information, such as items that consumers add to their shopping cart.
In relation to collecting credit card information: We do not currently store, and nor do we intent to store in the future, any financial details of our customers such as debit or credit card numbers. Upon collecting such information at checkout, we pass it in its entirety to our credit card processors leaving no copy on our servers.
In relation to contacting our customers: If you do not want to receive e-mail from us in the future, please let us know by emailing us via the Contact Us page of this Website. We do not make our customer e-mail list available to other organizations. If you supply us with your postal address on-line you will only receive the information for which you provided us your address. If you supply us with your telephone number on-line, you will only receive telephone contact from us with information regarding orders that you may have placed on-line.
In relation to using customer information: Our customers may prevent their information from being used for purposes other than those for which it was originally collected by emailing us via the Contact Us page of this Website. Upon request we provide site visitors with access to a description of information that we maintain about them as well as the ability to have inaccuracies in such information corrected. Such visitors can access and correct this information by emailing us via the Contact Us page of this Website. From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will post the policy changes to our Website to notify you of these changes and provide you with the ability to opt out of these new uses. If you are concerned about how your information is used, you should check back at our Website periodically.
In relation to security: When we transfer and receive certain types of sensitive information such as financial information, we redirect visitors to a secure server, We have appropriate security measures in place in our physical facilities to protect against the loss, misuse or alteration of information that we have collected from you at our site.
If you feel that this site is not following its stated information policy, you may email us via the Contact Us page of this Website. - Corporate Information
-
- Incorporated in England.
- Company Number: 07104345.
- Telephone: +44 70770-VALEN (= +44 70770-82536).
- Registered Address:
Maria Valentina Ltd.
SWIFT House
6 Cumberland Close
Darwen, Lancashire
BB3 2TR
United Kingdom
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