HairCity is committed to delivering your orders safely, quickly, and reliably. This policy explains how we process, ship, and deliver retail purchases and rental bookings.

By placing an order or booking a rental, you agree to this Delivery & Shipping Policy.

1. Order Processing Times
   
   

Retail orders are processed within:

• 1–2 business days for in-stock items
• 2–4 business days for customised or prepared items
• longer during peak periods or promotions

Rental bookings are prepared:

• 1 day before your booking date
• or same-day where confirmed and available

Orders are processed Monday to Friday, excluding public holidays.

Processing time is separate from delivery time.

2. Delivery Options (Zimbabwe)

We offer:

• Local Courier Delivery
  Door-to-door delivery within major cities and towns
• Intercity Delivery
  Courier service to towns and rural areas where available
• Pickup
  Collect from our store or designated pickup point

Delivery methods available at checkout may vary by location.

3. Estimated Delivery Times

After dispatch:

• Harare → 1–2 business days
• Bulawayo → 1–2 business days
• Other major towns → 2–4 business days
• Remote/rural areas → 3–7+ business days

These are estimates only, not guarantees.

Delays may occur due to:

• weather
• public holidays
• courier backlogs
• road or transport disruptions
• high order volumes

4. Shipping Fees

Shipping fees are calculated at checkout based on:

• delivery location
• order size/weight
• courier rates

Free shipping promotions may apply from time to time and will be clearly stated.

Shipping fees are non-refundable once an order has been dispatched.

5. Order Tracking

Where supported by the courier, tracking details will be sent via:

• SMS
• WhatsApp
• email

If you do not receive tracking information, contact us and we will assist.

6. Delivery Responsibilities

Customers must:

• provide accurate name, phone number, and address
• be available to receive the parcel
• ensure someone is present to accept delivery

HairCity is not responsible for delays or losses caused by:

• incorrect address details
• unreachable phone numbers
• failed delivery attempts
• refusal to accept delivery

Re-delivery fees may apply if the parcel is returned to us.

7. Risk & Ownership

Risk transfers to you once:

• the parcel is delivered to your address, or
• collected by you or your authorised person, or
• confirmed delivered by the courier

HairCity is not liable for loss, theft, or damage after delivery confirmation.

8. Damaged or Missing Items

If your parcel arrives:

• damaged
• opened
• tampered with
• or missing items

You must:

• notify us within 24 hours
• send clear photos/videos
• keep all packaging

We will investigate with the courier and resolve appropriately.

Claims made after 24 hours may not be accepted.

9. Delays Beyond Our Control

HairCity is not liable for delays caused by:

• courier companies
• weather conditions
• strikes
• government restrictions
• network outages
• events beyond our reasonable control

We will, however, always assist in tracking and resolving issues.

10. International Shipping (If Offered)

For international orders:

• delivery times vary by country
• customs clearance may cause delays
• import duties/taxes are the customer’s responsibility

HairCity is not responsible for customs fees or delays.

11. Rental Delivery & Returns (Rent-a-Wig)

Rental customers should choose delivery dates carefully.

Delivery:

• rental units are dispatched to arrive before or on your booking date
• early delivery may be arranged upon request

Returns:

• rentals must be returned by the agreed date
• late returns may incur daily fees
• customers are responsible for safe packaging when returning

If returning by courier:

• tracking must be provided
• risk remains with the customer until received by HairCity

12. Pickup Orders

If pickup is selected:

• you will be notified when ready
• bring your order confirmation
• bring ID for rental collections if required

Orders not collected within a reasonable time may be cancelled or restocked.

13. Failed Deliveries

If a delivery fails due to:

• incorrect address
• customer unavailable
• refusal

The parcel may be:

• returned to us
• re-delivered at additional cost

Shipping fees are not refunded in such cases.

14. Contact Us

For delivery questions or issues:

HairCity Support
Email: admin@haircity.co.zw
WhatsApp: (263) 77 511 2570
Phone: (263) 77 511 2570

15. Policy Updates

We may update this policy from time to time. Changes take effect once posted on our website.

Thank you for shopping with HairCity.