Novella and Co would like to reach customers nationwide and delivers orders throughout South Africa.
We do have a physical retail store and and online store. We therefore do allow for items to be collected in store.
A flat rate delivery fee of R100 applies to all local orders.
For South African orders, delivery usually takes 2 – 5 working days, depending on delivery location.
Please provide your physical address for delivery. We cannot ship to P.O. Boxes, farms or rural areas.
It is mandatory to leave a contact number for the courier company to contact you during delivery hours. Orders will be processed and dispatched within 1 business day. Once your order has been dispatched, you will receive an email confirmation including a tracking number for your order to be tracked online.
Should you have any queries regarding your delivery options, please email orders@novellaandco.com
Undeliverable Packages:
Occasionally packages are returned to us undeliverable. Should this event take place every attempt will be made to contact you to make arrangements for re-shipment.
Order Processing:
Order processing will not begin until we receive a confirmed order and full payment.
Liability:
Novella and Co takes no liability for products that are damaged, lost or not delivered over the value of R1000. Liability cover is optional on the website for you purchase protection.
Warranty Policy
IN ORDER TO QUALIFY FOR A CLAIM UNDER THE WARRANTY POLICY, YOUR WARRANTY MUST BE REGISTERED USING YOUR ORDER NUMBER.
PLEAS NOTE: IF YOU DID NOT REGISTER YOUR WARRANTY WITHIN 30 DAYS OF THE DATE THAT THE ORDER WAS FULFILLED YOU WILL NOT QUALIFY AND YOUR CLAIM WILL BE REJECTED. FOR WARRENTY REGISTRATIONS: FILL OUT THE FORM PROVIDED BY YOUR HAIR SUPPLIER/STYLIST/ VIA EMAIL POST PURCHASE.
THE NOVELLA AND CO LIMITED WARRANTY DOES NOT EXTEND TO THE FOLLOWING:
– Defects from hair purchased from a non-registered salon.
– Damage from excessive use of heat – it is mandatory to purchase a heat protection spray alongside your hair extensions to qualify for our terms of warranty. (The temperature of heat tools should not exceed 170 degrees, heat protector should always be used.)
– Disintegrated weft tracks due to over use of aerosol dry shampoo.
– Knotting and Matting of Hair due to improper care – any maintenance skipped and not done within less than 10 weeks will mean that the customer is not eligible for the warranty,
– Defects from improper application which includes but are not limited to, tape installation on the same day as a colour service, tape slipping, as well as weft installation on the same day as a smoothing / hair relaxing treatment.
– Defects from improper use of the product
– Defects from attempts to alter the extensions (Colouring, Perming, Cutting)
– Excess use of heat, using heat on air dried extensions and improper care of the extensions.
– Wefts shedding as a result of leaving the base of the weft wet, melting of bonds due to high heat or matting as a result of not brushing properly. Should you install your wefts at the Pretoria branch a mandatory 2 week follow up is required to maintain your warranty.
– Discolouration due to UV, mineral deposits, borehole water, hard water or sunscreen.
– Issues resulting from installation of a weft by a Non-certified Novella and Co stylist,
– Colour changes on the bonds due to toning shampoos or conditioners.
– Fading of certain specialty colours, balayage, rooted and ash colours
– Hair extensions experiencing matting and hardness due to the use of protein and wheat products like K18, Olaplex and Brazilian Blowout, which contain keratin and bonding agents.
THE FOLLOWING COLOURS ARE PRONE TO FADING DUE TO THEIR ASH COLOUR, FADING OF THESE COLOURS WILL NOT BE CONSIDERED A MANUFACTURING DEFECT.
sugar baby / miss America / cinnamon swirl / Bondi / rodeo drive / old money / truffle / pretty little thing / midnight beauty / noir / Sierra
Clips-ins, Ponytails and Insta Braids are not reccomended products and are designed for occasional wear only. We suggest that you wash the hair every 10-15 wears due to product build-up. If you require wearing extensions daily, please check our professional range. Clip-ins should not be altered in any way from their intended purpose- in doing so Novella and Co will not be held responsible for the outcome of the extensions.
We only recommend the use of Recommended hair cosmetics on our website and cannot guarantee the quality of any Novella and Co extensions with other formulas. Aftercare products must be purchased at the time of purchasing the extensions, and you must have proof of continuous aftercare purchases. Any hair returned to be tested for alleged quality issues must be accompanied by the original proof of purchase for both the extensions and aftercare.
Hair that is being returned to Novella and Co for testing must be approved by the Quality Control department. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 20 days will result in the goods being destroyed. This will be given at the time of approval via email.
Any colouring, toning including silver and purple shampooing or tinting of extensions is done entirely at the customer’s own risk and we will not test, refund or exchange any extensions that have been exposed to the above nor will Novella and Co accept hair back that has been altered in any way including clip-ins. All hair extensions must be returned in the original product colour and format.
Goods are not considered faulty if their condition deteriorates due to poor hair management including heat damage, incorrect aftercare, or poor application. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at a cost, and we will not refund or replace the goods.
Heat over 170 degrees should not be used on Novella and Co hair extensions.
We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions to avoid both chlorine and seawater as this can damage hair and hair colour.
We require all the hair back within 7 days of the complaint being approved, this will then be examined and inspected by our dedicated Quality Control Department which can take up to 14 days. Once tested if a fault has been found we will issue you a replacement or refund.
The goods are the responsibility of the customer until they reach the Novella and Co store.
Novella and Co will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We strongly advise that a qualified professional applies and removes any professional hair extensions to prevent any damage to your own hair, this should also include a sign consultation form before application.
1) All NOVELLA AND CO hair extensions come with a limited prorated 100 day guarantee against manufacturing defects.Please note that the latter excludes any/all items sold on sales or via non-register vendors. All sale hair extensions are final sale and are not eligible for a warranty.
2) All Novella and Co Ponytails and Clip ins as well as wellness and hair cosmetic products are final sale and are not eligible for warranty under our warranty policy.
3) After 100 days from the date as on the original invoice the hair guarantee will be considered expired, claims that are past the 100 days will be rejected. Please note that any claims after 100 days will not be responded to by our team and will automatically be rejected. Our team will inspect the hair and determine if the hair is in fact defective and you will receive a detailed damage report on the findings should this be the case.
*ALL HAIR EXTENSIONS THAT ARE CLAIMED AS DEFECTIVE MUST BE SENT BACK FOR INSPECTION, NO EXCEPTIONS WILL BE MADE.
6) Please note: “A manufacturing defect” includes inversion, excessive shedding or a known batch issue.
7) In the event a manufacturing defect is found, Novella and Co reserves the right to issue a partial credit, prorated based upon factors such as length of time the extensions were worn and used and/or the length of time between the claim date and the original date of purchase. This discretion rests solely on Novella and CO,
NO REFUNDS WILL BE MADE.
8) In the event that Novella and Co provides a full replacement, the new hair will not be eligible for warranty coverage. Should the desired replacement colour be unavailable at the time, the customer has the option to either wait for the stock to be replenished or select an alternative colour.
9) As with all human hair colour services, colours with an ash or red undertone will fade, fading on these colours will not be considered a manufacturer defect. Blonde colours should be treated with a silver/purple shampoo to maintain ash undertones.