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Continue ShoppingShipping and Delivery Policy
Effective date: 15 August 2026
Last updated: 15 August 2026
1. Introduction
This Shipping and Delivery Policy explains how The Hair Boutique by Felicity processes, dispatches and delivers wigs, donor hair, hairpieces and related products purchased through our website, WhatsApp or other approved ordering channels.
This Policy forms part of our Terms and Conditions. By placing an order that requires delivery, you agree to this Policy.
Our contact information is:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com
2. Applicable Ghanaian Laws
This Policy is intended to operate in accordance with the laws of the Republic of Ghana, including, where applicable:
Electronic Transactions Act, 2008 (Act 772), as amended;
Sale of Goods Act, 1962 (Act 137);
Data Protection Act, 2012 (Act 843);
Cybersecurity Act, 2020 (Act 1038);
Payment Systems and Services Act, 2019 (Act 987);
applicable tax legislation administered by the Ghana Revenue Authority; and
any other applicable Ghanaian law, regulation or lawful regulatory directive.
Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under Ghanaian law.
3. Delivery Areas
We arrange delivery within Takoradi and to other available locations across Ghana through independent delivery or courier providers.
Delivery availability may depend on:
the customer’s town, city or region;
accessibility of the delivery address;
the product ordered;
the selected courier;
weather, transport and road conditions; and
other operational considerations.
Customers in areas that are difficult for a courier to access may be asked to collect their order from the nearest courier office, station, landmark or mutually agreed collection point.
International delivery is not guaranteed. An international order will be accepted only after we confirm that delivery to the relevant country is available and agree on the charges, estimated period, customs responsibilities and other applicable conditions.
4. Order Processing
Orders are processed after:
the product is confirmed to be available;
the customer has provided complete order information;
payment or the required deposit has been successfully confirmed; and
any necessary custom specifications have been approved.
Orders placed outside business hours, on Sundays or on public holidays may begin processing on the next available business day.
Order processing and delivery are separate stages. Processing time refers to the period required to confirm, prepare, inspect, package and dispatch an order. Delivery time begins after the order has been handed to the delivery provider.
5. Ready-to-Wear and In-Stock Products
Ready-to-wear or in-stock products will normally be prepared for dispatch after successful payment confirmation and final product inspection.
The estimated dispatch or delivery period will be displayed at checkout or communicated through WhatsApp, email, telephone or the order confirmation.
An estimate is not a guaranteed delivery date unless we have expressly confirmed in writing that delivery by a particular date is an essential condition of the order.
6. Custom and Pre-Order Products
Custom-made wigs, personalised products and pre-order items require additional processing time.
The estimated completion period may depend on:
product availability;
hair length and texture;
colour requirements;
cap measurements;
lace type;
density;
construction;
styling;
requested alterations; and
the availability of materials.
The production estimate will be communicated before the custom order is confirmed. Delivery time begins only after production, inspection and packaging have been completed.
A delay caused by a customer’s failure to approve specifications, provide measurements, respond to enquiries or pay an outstanding balance may extend the completion and delivery period.
7. Delivery Time Estimates
Delivery times are estimates and may vary according to destination, courier operations and external conditions.
The applicable estimated period will be communicated before or after checkout and recorded in the order confirmation where reasonably practicable.
Delivery may generally fall into one of the following categories:
Takoradi and nearby areas: Same-day or scheduled delivery may be available, subject to order time, stock and courier availability.
Other locations within Ghana: Delivery will be arranged through an available courier or transport provider, with the estimated period communicated to the customer.
Custom or pre-order products: Delivery will occur after the communicated production period has been completed.
International orders: The estimated period will be supplied separately after destination and shipping options have been confirmed.
Business days exclude Sundays and public holidays unless the selected delivery provider operates on those days.
8. Delivery Charges
Delivery is not automatically free unless expressly stated.
Delivery charges may depend on:
destination;
package size and weight;
delivery speed;
delivery provider;
collection or door-to-door delivery;
fuel or transport charges;
insurance where available; and
international customs or handling requirements.
The customer will be informed of the delivery charge before the order is finalised where reasonably possible.
Under the Electronic Transactions Act, the customer should be given information concerning the full transaction price, including transport costs, taxes and other applicable fees, before completing the electronic transaction.
If an unexpected delivery adjustment becomes necessary, we will obtain the customer’s approval before charging an additional amount.
9. Taxes and Receipts
Applicable taxes will be handled in accordance with Ghanaian tax law.
Where The Hair Boutique by Felicity is required to issue a tax or VAT invoice, the relevant invoice or receipt will be issued in the legally required form.
International customers may be responsible for customs duties, import taxes, clearance charges and other destination-country fees unless we expressly agree otherwise in writing.
10. Delivery Address and Contact Information
Customers must provide a complete and accurate:
full name;
primary telephone number;
alternative telephone number where possible;
house number or digital address where available;
street, community or neighbourhood;
town or city;
region;
nearby landmark; and
any relevant delivery instructions.
We are not responsible for delay, failed delivery or additional charges caused by incomplete, incorrect or misleading delivery information supplied by the customer.
If an address error is discovered before dispatch, the customer should contact us immediately. We will make reasonable efforts to update the address but cannot guarantee that a change will be possible after dispatch.
A change of destination may attract an additional delivery charge.
11. Customer Availability
The customer is responsible for ensuring that:
the provided telephone number remains active;
calls or messages from the courier are answered;
someone is available to receive the order; and
any collection code or identification requirement is available.
If the customer will not be personally available, the customer may authorise another responsible person to receive the order.
A person who accepts the parcel at the delivery address, collection point or location designated by the customer may be treated as authorised to receive it unless we were informed otherwise in advance.
12. Delivery Confirmation
Delivery may be confirmed through:
the customer’s signature;
a courier’s electronic delivery record;
a delivery photograph that does not improperly expose private information;
a collection code or one-time password;
confirmation by telephone or WhatsApp;
a courier tracking update; or
acknowledgement by the customer or an authorised recipient.
Delivery records may be retained for order administration, fraud prevention, accounting, complaints and dispute resolution, subject to our Privacy Policy and Ghana’s Data Protection Act, 2012 (Act 843).
13. Privacy and Delivery Providers
To complete delivery, we may share necessary information with a courier or delivery provider, including:
customer name;
telephone number;
delivery address;
package or order reference; and
delivery instructions.
Delivery providers should use this information only to fulfil, verify or resolve the delivery and for any purpose required by law.
We do not authorise delivery providers to use customer information for unrelated marketing.
Please review our Privacy Policy for more information about how personal data is handled.
14. Dispatch and Tracking
Where tracking is available, the customer may receive:
a tracking number;
courier contact information;
a dispatch notification;
an estimated delivery date; or
a link to the courier’s tracking platform.
Tracking information may take time to update after dispatch.
The absence of electronic tracking does not necessarily mean that the order has not been dispatched. Customers may contact us for assistance.
15. Collection and Pickup
Where pickup is offered and confirmed, customers may collect an order from our agreed location at Effiakuma No. 9, Takoradi, or another location communicated by us.
A pickup customer may be required to provide:
order number;
payment confirmation;
telephone number;
identification; or
collection authorisation.
Customers should not travel to collect an order until they have received confirmation that it is ready.
An order collected by a person authorised by the customer will be treated as delivered to the customer.
16. Inspection Before Dispatch
Before dispatch, we may inspect the product to confirm:
the correct product was selected;
the stated length, texture and colour match the order;
the quantity is correct;
there is no visible defect;
accessories are included where applicable; and
the product is properly packaged.
We may retain photographs or videos of the product and packaging as part of our quality-control and order records.
Such records do not remove a customer’s right to report a defect, incorrect product, missing item or delivery damage.
17. Packaging
We take reasonable care to package products securely and hygienically.
Customers should avoid opening a package with sharp objects in a way that may cut or damage the wig, lace, hair, packaging or accessories.
Damage caused by careless opening, improper handling or customer alteration may not qualify for a remedy unless the product was already defective or damaged when delivered.
18. Inspection After Delivery
Customers should inspect the package and product as soon as reasonably possible after delivery.
Before wearing, installing, washing, cutting, colouring or altering the product, confirm that:
the correct product was supplied;
the length and texture match the order;
the colour is correct;
all ordered items are present;
the lace and cap are intact; and
there is no visible delivery damage or defect.
Customers are encouraged to make a continuous unboxing video showing the sealed package, shipping label and contents. This may assist in resolving a claim but will not be the only acceptable evidence where other reliable evidence is available.
19. Reporting an Incorrect, Missing or Damaged Order
If an order is incorrect, incomplete, damaged or appears to have been tampered with, contact us as soon as reasonably possible.
For efficient investigation, customers are encouraged to report visible delivery issues within 48 hours of receipt.
The report should include:
customer name;
order number;
telephone number;
description of the issue;
photographs or video;
photograph of the package and label; and
any relevant courier information.
Customers should keep the product, packaging, labels and accessories while the matter is being investigated.
The 48-hour reporting request does not remove a statutory right concerning a latent or hidden defect that could not reasonably have been discovered within that period.
20. Acceptance and Rejection of Goods
The customer’s rights regarding inspection, acceptance and rejection of goods are subject to the Sale of Goods Act, 1962 (Act 137) and other applicable Ghanaian law.
A customer should notify us within a reasonable period if the customer intends to reject goods that:
are materially different from the order or description;
were supplied in the wrong quantity;
are defective;
are damaged before risk lawfully passed to the customer; or
otherwise fail to meet an applicable condition of the sale.
A customer who intends to reject goods should not wear, install, wash, cut, colour or materially alter them and should make them reasonably available for return or inspection.
Nothing in this section removes any legal remedy for a latent defect discovered after initial inspection.
21. Failed Delivery
A delivery may fail where:
the customer cannot be reached;
no one is available to receive the parcel;
the address is incomplete or incorrect;
the customer refuses delivery without a lawful reason;
access to the location is unsafe or restricted;
the customer fails to collect from an agreed point; or
the courier cannot reasonably complete delivery.
Where delivery fails for a reason attributable to the customer:
the parcel may be returned to us or held at a courier facility;
redelivery may require payment of an additional charge;
storage charges may apply where imposed by the courier; and
the order may be cancelled after reasonable attempts to contact the customer.
Any refund after a customer-caused failed delivery may be reduced by reasonable, non-recoverable delivery, return or storage costs, where permitted by law.
Custom, personalised, altered and hygiene-sensitive products remain subject to the applicable return restrictions.
22. Refused Delivery
If a customer refuses a correct and undamaged order without a lawful reason, the refusal may be treated as a customer-requested cancellation or change of mind.
The customer may be responsible for reasonable delivery and return costs.
This does not apply where the customer lawfully refuses goods because they are defective, incorrect, materially misdescribed, damaged or otherwise rejectable under Ghanaian law.
23. Delivery Delays
Delivery estimates may be affected by:
traffic or road conditions;
severe weather;
public holidays;
courier delays;
transport breakdown;
inaccurate customer information;
payment-verification delays;
stock or production delays;
public emergencies;
strikes or civil disturbance;
telecommunications or system failure; or
another circumstance beyond our reasonable control.
We will make reasonable efforts to notify the customer of a material delay and provide an updated estimate.
A minor delay does not automatically entitle the customer to cancel unless delivery by a specific date was expressly agreed as essential or cancellation is otherwise permitted by law.
Where a delay becomes unreasonable, the customer should contact us to discuss continued performance, an alternative arrangement or an available remedy.
24. Time-Sensitive Orders
Customers purchasing hair for a wedding, birthday, photoshoot, travel or another fixed event must tell us before placing the order.
An event date mentioned after an order has been confirmed will not automatically make that date a guaranteed delivery deadline.
We recommend ordering sufficiently early to allow for:
processing;
customisation;
dispatch;
courier delays;
inspection;
installation; and
any necessary correction or exchange.
A guaranteed date applies only where we expressly confirm it in writing.
25. Lost Packages
A package may be considered potentially lost where:
tracking has stopped updating for an unusual period;
the courier confirms that it cannot locate the parcel; or
delivery has not occurred within a reasonable period after the latest estimate.
Customers should notify us promptly if they believe a package is lost.
We will:
review dispatch and tracking records;
contact the delivery provider;
request a trace or investigation; and
communicate the outcome to the customer.
If the package was lost before risk lawfully passed to the customer, we will provide the remedy required by applicable law, which may include replacement or refund.
A false lost-package claim may be reported to the courier, payment provider or appropriate authority.
26. Stolen Packages After Delivery
Where reliable records show that a package was correctly delivered to the customer, an authorised recipient or the location expressly selected by the customer, a later theft may need to be reported to the police or relevant local authority.
We will reasonably assist with available delivery records.
We remain responsible where the evidence shows that the package was not delivered according to the agreed instructions or where liability otherwise remains with us under Ghanaian law.
27. Damaged Packages
Where possible, a customer should note visible parcel damage with the courier before accepting delivery.
If the damage is discovered after receipt:
photograph or record the unopened package;
open it carefully;
preserve the packaging;
do not wear or alter the product; and
contact us promptly.
We will assess whether the damage occurred before dispatch, during delivery or after receipt and provide an appropriate remedy where required.
28. Partial Deliveries
Where an order contains multiple items, we may deliver the products separately if:
items become available at different times;
different delivery methods are necessary; or
the customer agrees to partial delivery.
We will inform the customer where reasonably possible.
The customer will not be charged an undisclosed additional delivery fee solely because we chose to split the order.
Unless otherwise agreed, a customer is not required to accept delivery by instalments where the contract was for one complete delivery and Ghanaian law provides otherwise.
29. Transfer of Ownership and Risk
Ownership and risk in products will pass in accordance with the Sale of Goods Act, 1962 (Act 137), the agreed delivery terms and the circumstances of the transaction.
Where we arrange delivery to the customer through our selected courier, we remain responsible for the product to the extent required by law until risk lawfully passes.
Where a customer independently appoints and controls a courier who is not offered or arranged by us, the point at which risk passes may differ, subject to the agreement and applicable law.
Nothing in this Policy transfers risk earlier than Ghanaian law permits.
30. International Shipping
International shipping is available only where expressly confirmed.
Before accepting an international order, we may provide:
available delivery method;
estimated dispatch and delivery period;
shipping charge;
product restrictions;
insurance information;
customs documentation requirements; and
responsibility for duties, taxes and clearance fees.
Unless expressly included in the price, the customer is responsible for destination-country customs duties, import taxes, brokerage fees and clearance charges.
International delivery may be delayed by customs inspection. We do not control foreign customs authorities, but we will provide reasonable shipping documentation.
A customer must ensure that the product may lawfully be imported into the destination country.
31. Delivery Refunds
Delivery charges may be refunded where:
we cancel the entire order;
we fail to deliver without lawful justification;
the product is defective, incorrect or damaged and Ghanaian law requires reimbursement of reasonable delivery costs; or
we expressly agree to the refund.
Original delivery charges may not be refunded for a voluntary change-of-mind return where the original delivery service was completed correctly, unless required by law.
Reasonable redelivery or return costs may be charged where they arise from incorrect customer information, customer unavailability or unjustified refusal.
32. Returns Following Delivery
A customer wishing to return a delivered product must follow our Returns, Exchanges and Refunds Policy.
For hygiene reasons, a wig or hairpiece may not qualify for a change-of-mind return after it has been:
worn or installed;
washed;
cut or trimmed;
coloured, bleached or chemically treated;
glued, sprayed or altered;
exposed to perfume, smoke or strong odours;
damaged through improper handling; or
had its lace or hygiene seal cut or removed.
These restrictions do not remove statutory remedies for defective, incorrect or materially misdescribed products.
33. Events Beyond Reasonable Control
We will not be responsible for a delay or failure caused by an event beyond our reasonable control.
We will take reasonable steps to reduce the effect of the event and continue delivery when practicable.
If delivery becomes impossible or the delay becomes unreasonable, the customer and business may exercise the rights available under the contract and applicable Ghanaian law.
34. Complaints and Delivery Enquiries
For delivery enquiries or complaints, contact:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com
Please include:
customer name;
order number;
delivery address;
courier or tracking information;
description of the issue; and
relevant photographs, videos or documents.
We will assess the complaint and respond within a reasonable period.
35. Dispute Resolution
The customer and The Hair Boutique by Felicity should first attempt to resolve a delivery dispute through good-faith communication.
If a dispute cannot be resolved informally, the parties may agree to negotiation, mediation or another method of alternative dispute resolution recognised under Ghana’s Alternative Dispute Resolution Act, 2010 (Act 798).
Nothing prevents either party from exercising a statutory right, contacting a competent regulator, reporting suspected crime or bringing a claim before a court of competent jurisdiction in Ghana.
36. Governing Law
This Shipping and Delivery Policy is governed by the laws of the Republic of Ghana.
Any dispute arising from this Policy will be handled in accordance with Ghanaian law and, where necessary, by a court or other competent authority in Ghana.
37. Changes to This Policy
We may update this Policy when our delivery methods, courier arrangements, products, business practices or legal obligations change.
The revised Policy will be published on this page with an updated revision date.
A change will not unfairly alter a confirmed order unless required by law or agreed with the customer.
38. Contact Information
For questions concerning shipping or delivery, contact:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
© 2026 The Hair Boutique by Felicity. All rights reserved.
SHIPPING AND DELIVERY POLICY
Effective date: 15 August 2026
Last updated: 15 August 2026
1. Introduction
This Shipping and Delivery Policy explains how The Hair Boutique by Felicity processes, dispatches and delivers wigs, donor hair, hairpieces and related products purchased through our website, WhatsApp or other approved ordering channels.
This Policy forms part of our Terms and Conditions. By placing an order that requires delivery, you agree to this Policy.
Our contact information is:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com
2. Applicable Ghanaian Laws
This Policy is intended to operate in accordance with the laws of the Republic of Ghana, including, where applicable:
Electronic Transactions Act, 2008 (Act 772), as amended;
Sale of Goods Act, 1962 (Act 137);
Data Protection Act, 2012 (Act 843);
Cybersecurity Act, 2020 (Act 1038);
Payment Systems and Services Act, 2019 (Act 987);
applicable tax legislation administered by the Ghana Revenue Authority; and
any other applicable Ghanaian law, regulation or lawful regulatory directive.
Nothing in this Policy excludes or limits any right or remedy that cannot lawfully be excluded under Ghanaian law.
3. Delivery Areas
We arrange delivery within Takoradi and to other available locations across Ghana through independent delivery or courier providers.
Delivery availability may depend on:
the customer’s town, city or region;
accessibility of the delivery address;
the product ordered;
the selected courier;
weather, transport and road conditions; and
other operational considerations.
Customers in areas that are difficult for a courier to access may be asked to collect their order from the nearest courier office, station, landmark or mutually agreed collection point.
International delivery is not guaranteed. An international order will be accepted only after we confirm that delivery to the relevant country is available and agree on the charges, estimated period, customs responsibilities and other applicable conditions.
4. Order Processing
Orders are processed after:
the product is confirmed to be available;
the customer has provided complete order information;
payment or the required deposit has been successfully confirmed; and
any necessary custom specifications have been approved.
Orders placed outside business hours, on Sundays or on public holidays may begin processing on the next available business day.
Order processing and delivery are separate stages. Processing time refers to the period required to confirm, prepare, inspect, package and dispatch an order. Delivery time begins after the order has been handed to the delivery provider.
5. Ready-to-Wear and In-Stock Products
Ready-to-wear or in-stock products will normally be prepared for dispatch after successful payment confirmation and final product inspection.
The estimated dispatch or delivery period will be displayed at checkout or communicated through WhatsApp, email, telephone or the order confirmation.
An estimate is not a guaranteed delivery date unless we have expressly confirmed in writing that delivery by a particular date is an essential condition of the order.
6. Custom and Pre-Order Products
Custom-made wigs, personalised products and pre-order items require additional processing time.
The estimated completion period may depend on:
product availability;
hair length and texture;
colour requirements;
cap measurements;
lace type;
density;
construction;
styling;
requested alterations; and
the availability of materials.
The production estimate will be communicated before the custom order is confirmed. Delivery time begins only after production, inspection and packaging have been completed.
A delay caused by a customer’s failure to approve specifications, provide measurements, respond to enquiries or pay an outstanding balance may extend the completion and delivery period.
7. Delivery Time Estimates
Delivery times are estimates and may vary according to destination, courier operations and external conditions.
The applicable estimated period will be communicated before or after checkout and recorded in the order confirmation where reasonably practicable.
Delivery may generally fall into one of the following categories:
Takoradi and nearby areas: Same-day or scheduled delivery may be available, subject to order time, stock and courier availability.
Other locations within Ghana: Delivery will be arranged through an available courier or transport provider, with the estimated period communicated to the customer.
Custom or pre-order products: Delivery will occur after the communicated production period has been completed.
International orders: The estimated period will be supplied separately after destination and shipping options have been confirmed.
Business days exclude Sundays and public holidays unless the selected delivery provider operates on those days.
8. Delivery Charges
Delivery is not automatically free unless expressly stated.
Delivery charges may depend on:
destination;
package size and weight;
delivery speed;
delivery provider;
collection or door-to-door delivery;
fuel or transport charges;
insurance where available; and
international customs or handling requirements.
The customer will be informed of the delivery charge before the order is finalised where reasonably possible.
Under the Electronic Transactions Act, the customer should be given information concerning the full transaction price, including transport costs, taxes and other applicable fees, before completing the electronic transaction.
If an unexpected delivery adjustment becomes necessary, we will obtain the customer’s approval before charging an additional amount.
9. Taxes and Receipts
Applicable taxes will be handled in accordance with Ghanaian tax law.
Where The Hair Boutique by Felicity is required to issue a tax or VAT invoice, the relevant invoice or receipt will be issued in the legally required form.
International customers may be responsible for customs duties, import taxes, clearance charges and other destination-country fees unless we expressly agree otherwise in writing.
10. Delivery Address and Contact Information
Customers must provide a complete and accurate:
full name;
primary telephone number;
alternative telephone number where possible;
house number or digital address where available;
street, community or neighbourhood;
town or city;
region;
nearby landmark; and
any relevant delivery instructions.
We are not responsible for delay, failed delivery or additional charges caused by incomplete, incorrect or misleading delivery information supplied by the customer.
If an address error is discovered before dispatch, the customer should contact us immediately. We will make reasonable efforts to update the address but cannot guarantee that a change will be possible after dispatch.
A change of destination may attract an additional delivery charge.
11. Customer Availability
The customer is responsible for ensuring that:
the provided telephone number remains active;
calls or messages from the courier are answered;
someone is available to receive the order; and
any collection code or identification requirement is available.
If the customer will not be personally available, the customer may authorise another responsible person to receive the order.
A person who accepts the parcel at the delivery address, collection point or location designated by the customer may be treated as authorised to receive it unless we were informed otherwise in advance.
12. Delivery Confirmation
Delivery may be confirmed through:
the customer’s signature;
a courier’s electronic delivery record;
a delivery photograph that does not improperly expose private information;
a collection code or one-time password;
confirmation by telephone or WhatsApp;
a courier tracking update; or
acknowledgement by the customer or an authorised recipient.
Delivery records may be retained for order administration, fraud prevention, accounting, complaints and dispute resolution, subject to our Privacy Policy and Ghana’s Data Protection Act, 2012 (Act 843).
13. Privacy and Delivery Providers
To complete delivery, we may share necessary information with a courier or delivery provider, including:
customer name;
telephone number;
delivery address;
package or order reference; and
delivery instructions.
Delivery providers should use this information only to fulfil, verify or resolve the delivery and for any purpose required by law.
We do not authorise delivery providers to use customer information for unrelated marketing.
Please review our Privacy Policy for more information about how personal data is handled.
14. Dispatch and Tracking
Where tracking is available, the customer may receive:
a tracking number;
courier contact information;
a dispatch notification;
an estimated delivery date; or
a link to the courier’s tracking platform.
Tracking information may take time to update after dispatch.
The absence of electronic tracking does not necessarily mean that the order has not been dispatched. Customers may contact us for assistance.
15. Collection and Pickup
Where pickup is offered and confirmed, customers may collect an order from our agreed location at Effiakuma No. 9, Takoradi, or another location communicated by us.
A pickup customer may be required to provide:
order number;
payment confirmation;
telephone number;
identification; or
collection authorisation.
Customers should not travel to collect an order until they have received confirmation that it is ready.
An order collected by a person authorised by the customer will be treated as delivered to the customer.
16. Inspection Before Dispatch
Before dispatch, we may inspect the product to confirm:
the correct product was selected;
the stated length, texture and colour match the order;
the quantity is correct;
there is no visible defect;
accessories are included where applicable; and
the product is properly packaged.
We may retain photographs or videos of the product and packaging as part of our quality-control and order records.
Such records do not remove a customer’s right to report a defect, incorrect product, missing item or delivery damage.
17. Packaging
We take reasonable care to package products securely and hygienically.
Customers should avoid opening a package with sharp objects in a way that may cut or damage the wig, lace, hair, packaging or accessories.
Damage caused by careless opening, improper handling or customer alteration may not qualify for a remedy unless the product was already defective or damaged when delivered.
18. Inspection After Delivery
Customers should inspect the package and product as soon as reasonably possible after delivery.
Before wearing, installing, washing, cutting, colouring or altering the product, confirm that:
the correct product was supplied;
the length and texture match the order;
the colour is correct;
all ordered items are present;
the lace and cap are intact; and
there is no visible delivery damage or defect.
Customers are encouraged to make a continuous unboxing video showing the sealed package, shipping label and contents. This may assist in resolving a claim but will not be the only acceptable evidence where other reliable evidence is available.
19. Reporting an Incorrect, Missing or Damaged Order
If an order is incorrect, incomplete, damaged or appears to have been tampered with, contact us as soon as reasonably possible.
For efficient investigation, customers are encouraged to report visible delivery issues within 48 hours of receipt.
The report should include:
customer name;
order number;
telephone number;
description of the issue;
photographs or video;
photograph of the package and label; and
any relevant courier information.
Customers should keep the product, packaging, labels and accessories while the matter is being investigated.
The 48-hour reporting request does not remove a statutory right concerning a latent or hidden defect that could not reasonably have been discovered within that period.
20. Acceptance and Rejection of Goods
The customer’s rights regarding inspection, acceptance and rejection of goods are subject to the Sale of Goods Act, 1962 (Act 137) and other applicable Ghanaian law.
A customer should notify us within a reasonable period if the customer intends to reject goods that:
are materially different from the order or description;
were supplied in the wrong quantity;
are defective;
are damaged before risk lawfully passed to the customer; or
otherwise fail to meet an applicable condition of the sale.
A customer who intends to reject goods should not wear, install, wash, cut, colour or materially alter them and should make them reasonably available for return or inspection.
Nothing in this section removes any legal remedy for a latent defect discovered after initial inspection.
21. Failed Delivery
A delivery may fail where:
the customer cannot be reached;
no one is available to receive the parcel;
the address is incomplete or incorrect;
the customer refuses delivery without a lawful reason;
access to the location is unsafe or restricted;
the customer fails to collect from an agreed point; or
the courier cannot reasonably complete delivery.
Where delivery fails for a reason attributable to the customer:
the parcel may be returned to us or held at a courier facility;
redelivery may require payment of an additional charge;
storage charges may apply where imposed by the courier; and
the order may be cancelled after reasonable attempts to contact the customer.
Any refund after a customer-caused failed delivery may be reduced by reasonable, non-recoverable delivery, return or storage costs, where permitted by law.
Custom, personalised, altered and hygiene-sensitive products remain subject to the applicable return restrictions.
22. Refused Delivery
If a customer refuses a correct and undamaged order without a lawful reason, the refusal may be treated as a customer-requested cancellation or change of mind.
The customer may be responsible for reasonable delivery and return costs.
This does not apply where the customer lawfully refuses goods because they are defective, incorrect, materially misdescribed, damaged or otherwise rejectable under Ghanaian law.
23. Delivery Delays
Delivery estimates may be affected by:
traffic or road conditions;
severe weather;
public holidays;
courier delays;
transport breakdown;
inaccurate customer information;
payment-verification delays;
stock or production delays;
public emergencies;
strikes or civil disturbance;
telecommunications or system failure; or
another circumstance beyond our reasonable control.
We will make reasonable efforts to notify the customer of a material delay and provide an updated estimate.
A minor delay does not automatically entitle the customer to cancel unless delivery by a specific date was expressly agreed as essential or cancellation is otherwise permitted by law.
Where a delay becomes unreasonable, the customer should contact us to discuss continued performance, an alternative arrangement or an available remedy.
24. Time-Sensitive Orders
Customers purchasing hair for a wedding, birthday, photoshoot, travel or another fixed event must tell us before placing the order.
An event date mentioned after an order has been confirmed will not automatically make that date a guaranteed delivery deadline.
We recommend ordering sufficiently early to allow for:
processing;
customisation;
dispatch;
courier delays;
inspection;
installation; and
any necessary correction or exchange.
A guaranteed date applies only where we expressly confirm it in writing.
25. Lost Packages
A package may be considered potentially lost where:
tracking has stopped updating for an unusual period;
the courier confirms that it cannot locate the parcel; or
delivery has not occurred within a reasonable period after the latest estimate.
Customers should notify us promptly if they believe a package is lost.
We will:
review dispatch and tracking records;
contact the delivery provider;
request a trace or investigation; and
communicate the outcome to the customer.
If the package was lost before risk lawfully passed to the customer, we will provide the remedy required by applicable law, which may include replacement or refund.
A false lost-package claim may be reported to the courier, payment provider or appropriate authority.
26. Stolen Packages After Delivery
Where reliable records show that a package was correctly delivered to the customer, an authorised recipient or the location expressly selected by the customer, a later theft may need to be reported to the police or relevant local authority.
We will reasonably assist with available delivery records.
We remain responsible where the evidence shows that the package was not delivered according to the agreed instructions or where liability otherwise remains with us under Ghanaian law.
27. Damaged Packages
Where possible, a customer should note visible parcel damage with the courier before accepting delivery.
If the damage is discovered after receipt:
photograph or record the unopened package;
open it carefully;
preserve the packaging;
do not wear or alter the product; and
contact us promptly.
We will assess whether the damage occurred before dispatch, during delivery or after receipt and provide an appropriate remedy where required.
28. Partial Deliveries
Where an order contains multiple items, we may deliver the products separately if:
items become available at different times;
different delivery methods are necessary; or
the customer agrees to partial delivery.
We will inform the customer where reasonably possible.
The customer will not be charged an undisclosed additional delivery fee solely because we chose to split the order.
Unless otherwise agreed, a customer is not required to accept delivery by instalments where the contract was for one complete delivery and Ghanaian law provides otherwise.
29. Transfer of Ownership and Risk
Ownership and risk in products will pass in accordance with the Sale of Goods Act, 1962 (Act 137), the agreed delivery terms and the circumstances of the transaction.
Where we arrange delivery to the customer through our selected courier, we remain responsible for the product to the extent required by law until risk lawfully passes.
Where a customer independently appoints and controls a courier who is not offered or arranged by us, the point at which risk passes may differ, subject to the agreement and applicable law.
Nothing in this Policy transfers risk earlier than Ghanaian law permits.
30. International Shipping
International shipping is available only where expressly confirmed.
Before accepting an international order, we may provide:
available delivery method;
estimated dispatch and delivery period;
shipping charge;
product restrictions;
insurance information;
customs documentation requirements; and
responsibility for duties, taxes and clearance fees.
Unless expressly included in the price, the customer is responsible for destination-country customs duties, import taxes, brokerage fees and clearance charges.
International delivery may be delayed by customs inspection. We do not control foreign customs authorities, but we will provide reasonable shipping documentation.
A customer must ensure that the product may lawfully be imported into the destination country.
31. Delivery Refunds
Delivery charges may be refunded where:
we cancel the entire order;
we fail to deliver without lawful justification;
the product is defective, incorrect or damaged and Ghanaian law requires reimbursement of reasonable delivery costs; or
we expressly agree to the refund.
Original delivery charges may not be refunded for a voluntary change-of-mind return where the original delivery service was completed correctly, unless required by law.
Reasonable redelivery or return costs may be charged where they arise from incorrect customer information, customer unavailability or unjustified refusal.
32. Returns Following Delivery
A customer wishing to return a delivered product must follow our Returns, Exchanges and Refunds Policy.
For hygiene reasons, a wig or hairpiece may not qualify for a change-of-mind return after it has been:
worn or installed;
washed;
cut or trimmed;
coloured, bleached or chemically treated;
glued, sprayed or altered;
exposed to perfume, smoke or strong odours;
damaged through improper handling; or
had its lace or hygiene seal cut or removed.
These restrictions do not remove statutory remedies for defective, incorrect or materially misdescribed products.
33. Events Beyond Reasonable Control
We will not be responsible for a delay or failure caused by an event beyond our reasonable control.
We will take reasonable steps to reduce the effect of the event and continue delivery when practicable.
If delivery becomes impossible or the delay becomes unreasonable, the customer and business may exercise the rights available under the contract and applicable Ghanaian law.
34. Complaints and Delivery Enquiries
For delivery enquiries or complaints, contact:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
Email: info@thehairboutiquebyfelicity.com
Please include:
customer name;
order number;
delivery address;
courier or tracking information;
description of the issue; and
relevant photographs, videos or documents.
We will assess the complaint and respond within a reasonable period.
35. Dispute Resolution
The customer and The Hair Boutique by Felicity should first attempt to resolve a delivery dispute through good-faith communication.
If a dispute cannot be resolved informally, the parties may agree to negotiation, mediation or another method of alternative dispute resolution recognised under Ghana’s Alternative Dispute Resolution Act, 2010 (Act 798).
Nothing prevents either party from exercising a statutory right, contacting a competent regulator, reporting suspected crime or bringing a claim before a court of competent jurisdiction in Ghana.
36. Governing Law
This Shipping and Delivery Policy is governed by the laws of the Republic of Ghana.
Any dispute arising from this Policy will be handled in accordance with Ghanaian law and, where necessary, by a court or other competent authority in Ghana.
37. Changes to This Policy
We may update this Policy when our delivery methods, courier arrangements, products, business practices or legal obligations change.
The revised Policy will be published on this page with an updated revision date.
A change will not unfairly alter a confirmed order unless required by law or agreed with the customer.
38. Contact Information
For questions concerning shipping or delivery, contact:
The Hair Boutique by Felicity
Address: Effiakuma No. 9, Takoradi, Ghana
Email: info@thehairboutiquebyfelicity.com
Telephone/WhatsApp: +233 24 417 9402
Alternative telephone: +233 24 657 9971
© 2026 The Hair Boutique by Felicity. All rights reserved.