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FAQ
Find answers to common questions about our products, services, and policies.
Ordering from The Hair City
To find a product quickly, use the search bar located at the top of the page to search for specific product, or explore our curated collections by browsing through our categories.
Placing an order on The Hair City is simple. Browse our catalog, select the product you want, choose the quantity, and click “Add to Cart.” Once you are ready, proceed to checkout, enter your shipping details, choose a payment method, and confirm your order. You’ll receive an order confirmation email shortly after.
Product availability is indicated on the product page. If a product is in stock, you will see a “Add to Cart” button. If it is out of stock, you may see a notification or the option to be notified when it is back in stock.
Yes, you can create a Wishlist and save products for later purchase. To add an item, simply click the “Add to Wishlist” button found on any product page.
Yes, you can make purchases as a guest without creating an account. However, creating an account allows you to save your shipping information, track your orders, and access exclusive offers.
Yes. After your order is processed and shipped, we will send you a tracking number via email. You can use this tracking number on our website to check the real-time status of your shipment.
We process orders quickly to ensure fast shipping. If you need to modify or cancel your order, please contact our support team as soon as possible. Once the order is shipped, modifications or cancellations may not be possible.
We apologize for any inconvenience. If you receive a wrong or damaged item, please contact our customer service team with your order number and photos of the product. We will assist you in resolving the issue, whether through a replacement or a refund.
Payment Information
We accept the following payment methods for your convenience: Cash, Mobile Money (MoMo): MTN, Telecel, and AirtelTigo, Credit/Debit Cards, and Bank Transfers.
Yes, your payment information is secure. We ensure the safety of your data using SSL encryption protection through our trusted payment partners, guaranteeing a protected transaction every time.
Yes, you can apply a coupon code during the checkout process. Simply enter the code in the designated field.
If your payment fails, you will be notified and given the option to try again or choose a different payment method. Please ensure that your payment information is correct and that you have sufficient funds in your account.
The handling fee covers the secure transaction costs required by our online payment processors. This ensures your financial information is protected and your order is processed instantly. The fee is calculated as a fixed percentage (%) and added to your subtotal during the final step of checkout.
Order & Returns
We offer a [number] day return policy. You can return eligible items within [number] days of receiving your order.
To return an item, please follow the instructions provided in your order confirmation email. You will need to include a copy of the order invoice and the item in its original condition.
Specify who pays for return shipping, e.g., customer, seller
Yes, you can exchange an item for a different size or color. Please contact our customer support team for assistance.
Shipping & Delivery
Order processing begins after receiving and confirming your payment. Orders are typically processed within 1–5 Business Days.
Standard Domestic Delivery shipping typically takes within 1–5 Business Days after the order has been processed.
Yes, Express Shipping is available for an additional fee. Orders within our operational region typically take 1-2 Business Days, and outside our operational region, they take 2 Business Days.
Yes, we offer international shipping. Delivery typically takes 3–5 Business Days.
Please provide correct and accurate billing and shipping information at checkout to avoid any delay or cancellation of your order.
Tracking information will be provided to you through your email once your order has been dispatched and shipped through a courier service (eg. DHL, Fedex).
For any questions regarding your order or shipping, please contact our customer service team for assistance.