Shipping & Returns Policy

United States Domestic Shipping

Our scalp care products are proudly made and dispatched from our Australian warehouse. We offer complimentary DHL shipping on all orders over $150.

You will receive a tracking number via email when your order has been fulfilled. Please refer to our shipping methods for all orders under our shipping threshold:

• Standard Shipping via DHL $10.00 USD (3-10 Business Days)

If you order before 1pm (AEST) on a weekday (Mon-Fri) your parcel will be dispatched to you on the same business day.

VAT / IMPORT TAXES AND DUTIES
Please note shipping costs do not include VAT / import duties & taxes, these costs are the responsibility of the customer. Please check all VAT / import duties & taxes with your local customs office prior to purchasing as STRAAND cannot accept returns due to unexpected taxations from your country. Should your package be returned to us due to refusal to pay duties and taxes, we will issue you a refund for the value of your order minus the cost of International return shipping to us. STRAAND are not responsible for replacing or refunding any orders that are stuck in customs clearance.

30 Day Return & Refund Policy

Incorrect or Faulty Products

If you have received incorrect, damaged or faulty items, please provide details (including photos) within 30 days of purchase. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.

Missing Items

We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.

Please contact our Scalp Support Team so we can organise replacements for missing products.
Please include your order confirmation number in the subject line so we can find your order easily and process your request promptly.

Other Issues

If you encounter any other issue with or reaction to our product, please provide details, and we will respond to you.

--------------

How to Return Products

If you need to return products in accordance with this Policy, please contact our Scalp Support Team to find out how to send damaged products back to our nearest warehouse.

Please always include your order confirmation number in the subject line as well as pictures of the products you wish to return.

Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.