Shipping policy

PROCESSING TIMES

All orders are confirmed and processed within 3–4 working days of being placed.

Once your order has been processed and dispatched, you will receive a confirmation email containing your tracking number.

Please note that made-to-order products require additional production time before dispatch. The estimated lead time for these items is stated within the individual product description and begins once the order has been confirmed in our system.

Estimated Delivery Times (Worldwide)

Shipping takes 5 - 7 working days to arrive worldwide, regardless of destination, including Africa and the UAE.

NEXT DAY DELIVERY

Orders placed before 4:00 PM GMT on Monday - Friday are eligible for next day delivery.

Any orders placed after 4:00 PM GMT on Friday will be dispatched on the next working day using our next day delivery service.

Please note that weekends and public holidays are not considered working days. Orders placed after the Friday cut-off time, or during the weekend, will therefore be processed and shipped on the next available working day.

Next day delivery is only available on products specifically designated as eligible and included within our Next Day Delivery collection. Any products not purchased from the Next Day Delivery collection will be delivered within the standard delivery timeframes outlined in our Shipping Policy.

DELIVERY TERMS & LIABILITY

Once an order has been dispatched, responsibility for the parcel transfers to the courier.

If a customer selects, requests, or authorises any of the following delivery options:

Signature release
Leave in a safe place
Delivery without a signature

YBO Hair shall not be liable for any loss, theft, damage, or missing parcels after the courier has confirmed successful delivery. In such circumstances, refunds, replacements, or compensation will not be provided.

Delivery confirmation, GPS tracking data, photographic evidence, and/or courier proof of delivery shall be considered sufficient evidence that the order has been successfully fulfilled and delivered to the address provided by the customer.

CUSTOMS, DUTIES & TAXES (INTERNATIONAL ORDERS)

For orders shipped outside the United Kingdom, your shipment may be subject to customs duties, import taxes, clearance fees, or other charges imposed by your local customs authority.

These charges are determined and collected by the relevant government authorities and are not controlled by, nor payable to, YBO Hair.

By placing an international order, the customer accepts full responsibility for any customs duties, taxes, import fees, or related charges that may apply.

If a parcel is refused, abandoned, held, delayed, or returned due to unpaid customs charges, incorrect customs information, or failure to comply with local import requirements, any shipping costs, return shipping fees, customs charges, handling fees, and other associated expenses incurred by YBO Hair will be deducted from any refund due.

Original shipping costs are non-refundable.

RETURNS, EXCHANGES & CANCELLATIONS POLICY

At YBO Hair, we take hygiene and product integrity seriously. Due to the nature of our hair products, all sales are considered final. However, we may accept eligible returns or exchanges in accordance with the terms below.

ORDER CANCELLATIONS

Orders may be cancelled within 24 hours of purchase at the discretion of YBO Hair and only under exceptional circumstances. Cancellation requests submitted after 24 hours cannot be guaranteed and may not be accommodated, particularly where processing or dispatch has already commenced.

RETURNS & EXCHANGES

You may request a return or exchange within 14 days of receiving your order, provided that the item meets all eligibility requirements.

To qualify for a return or exchange, hair products must be:

Unused and unworn
Unwashed and unaltered
In their original packaging
Free from odours, perfume, smoke, styling products, oils, or other contaminants
Untampered with and not brushed, combed, cut, coloured, bleached, installed, customised, or otherwise processed
Returned with all original tags, seals, bands, and packaging intact
Submitted and approved through our Returns Process before being returned

For hygiene reasons, any product that has been opened, worn, installed, brushed, cut, coloured, chemically treated, washed, or altered in any way cannot be returned or exchanged.

RETURN SHIPPING

For customers located within the United Kingdom, approved return and exchange shipping costs will be covered by YBO Hair.

For international customers, all return and exchange shipping costs, customs charges, duties, taxes, and associated fees are the responsibility of the customer. YBO Hair will provide the return address only.

Customers are responsible for ensuring returned items are shipped using a tracked delivery service. Returns that are lost in transit or not received at our return address are not eligible for refunds, exchanges, replacements, or store credit under any circumstances.

FINAL SALE ITEMS

The following items are non-returnable and non-exchangeable:

Sale items
Clearance items
Black Friday, Cyber Monday, and promotional event purchases
Gift cards
Customised or made-to-order products
Any product marked as Final Sale

DISCOUNTED ITEMS & PROMOTIONAL PURCHASES

Any item purchased using a discount code, promotional offer, bundle offer, loyalty reward, or site-wide sale is non-refundable.

Where approved by YBO Hair, eligible discounted items may be exchanged or issued as store credit only. This does not affect your statutory rights in relation to manufacturing defects.

FAULTY OR DAMAGED ITEMS

If your order arrives damaged, defective, or contains a manufacturing fault, you must notify YBO Hair within 72 hours of delivery.

Claims must include:

Your order number
A description of the issue
Clear photographs and/or video evidence showing the fault or damage

Once your claim has been reviewed and approved, YBO Hair may offer one of the following remedies:

A replacement product
Store credit equal to the value of the affected item

Please note:

Refunds are not issued for approved faulty or damaged item claims
Faulty items may need to be returned before a replacement or store credit is issued
Claims submitted after the 72-hour reporting period may be declined

REFUNDS

Where a return is approved, refunds will be processed only after the returned item has been received and inspected by YBO Hair.

Original shipping fees are non-refundable.

YBO Hair reserves the right to refuse returns, exchanges, refunds, or store credit where products do not meet the eligibility requirements outlined in this policy.

STATUTORY RIGHTS

Nothing in this Returns Policy affects your statutory consumer rights under applicable law.

PAYMENTS, BUY NOW PAY LATER SERVICES & DISPUTES

By completing a purchase through Klarna, Clearpay, PayPal, Stripe, or any other payment provider offered by YBO Hair, you acknowledge and agree to be bound by our Shipping Policy, Returns Policy, Refund Policy, and Terms & Conditions.

Customers are required to contact YBO Hair directly and provide a reasonable opportunity to resolve any issue before initiating a chargeback, payment dispute, claim, or payment reversal with their bank or payment provider.

Where a customer initiates a dispute without first contacting YBO Hair, we reserve the right to contest the claim and provide supporting evidence, including but not limited to:

Proof of delivery, including GPS tracking data, photographic evidence, and delivery confirmation
Order confirmation records and payment authorisation details
Customer communications and correspondence
Evidence of acceptance of our Terms & Conditions, Shipping Policy, and Refund Policy at checkout
Tracking information supplied by the courier

The following circumstances do not constitute valid grounds for a chargeback, payment dispute, or payment reversal:

Change of mind after purchase
Dissatisfaction with colour, texture, length, or personal preference where the product matches its description
Incorrect product selection by the customer
Failure to read product descriptions or care instructions
Delays that remain within the estimated delivery timeframes stated on our website
Refusal to pay customs duties, taxes, or import charges on international orders
Failure to follow our returns procedure

YBO Hair reserves the right to pursue recovery of funds, collection costs, administrative expenses, and any associated legal fees arising from invalid or fraudulent chargebacks.

Any false claims, fraudulent disputes, attempts to obtain a refund while retaining goods, or other forms of payment fraud may be reported to the relevant payment provider, financial institution, fraud prevention agencies, law enforcement authorities, and debt recovery services where appropriate.

Nothing in this policy affects any statutory rights available to consumers under applicable consumer protection laws.