Terms of service

Last updated: 5 December 2025

By placing an order with Celeste Hair, you agree to the following Terms and Conditions. These terms are based on Dutch law and EU consumer regulations for distance selling.

1. Definitions

1.1. Celeste Hair: The business providing all products and services offered through this website.
1.2. Customer: Any individual placing an order with Celeste Hair.
1.3. Products: All hair extensions, hairpieces and related items offered for sale.

2. Orders

2.1. Orders can be placed through our website or other approved sales channels.
2.2. The customer is responsible for providing complete and accurate information when placing an order.
2.3. Celeste Hair may refuse or cancel an order if fraud, errors or misuse are suspected, or if the product is unavailable.

3. Prices and Payment

3.1. Prices shown on the website include VAT, unless stated otherwise.
3.2. Payment must be completed using one of the payment methods offered at checkout.
3.3. Prices may be changed at any time, but changes do not affect orders already confirmed.

4. Shipping and Delivery

4.1. If the product is in stock, it is shipped within 1–2 business days after payment. A tracking number will be provided once the order has been dispatched.
4.2. If the product is not in stock, delivery may take 7–14 business days. Public holidays may extend this timeframe.
4.3. Customers must provide a correct and complete delivery address. Additional costs resulting from an incorrect address are the customer’s responsibility.
4.4. Orders are shipped via PostNL. Once the package is handed over to the carrier, delivery time and delays fall under the responsibility of the carrier.
4.5. Under Dutch and EU law, risk transfers to the customer at the moment the order is physically delivered to the customer.

5. Order Changes

5.1. Due to fast processing times, orders cannot be changed once payment has been completed.

6. Returns and Refunds

These rules follow Dutch and EU distance-selling legislation.

6.1. Customers may return products within 7 business days after receiving the order, provided the item is unused and in original condition.
Tags, labels and packaging must be intact, and the hair must not have been worn, washed, brushed, styled or altered.
6.2. Return shipping is at the customer’s expense. Returns must be sent with track and trace, and the tracking number must be shared with us.
6.3. After receiving and inspecting the return, the customer will be informed whether the return is approved.
6.4. If a return is not approved, the customer may have the product returned to them. The shipping cost for resending is the customer's responsibility.
6.5. Approved returns will be refunded within 5 business days using the original payment method.
6.6. Returns must be registered first by emailing info@celestehair.com.

7. Customer Service

7.1. We aim to offer helpful and timely support.
7.2. Customers may contact us with any questions about their order through the contact details provided on the website.

8. Intellectual Property

8.1. All website content, including text, images and layout, is protected by copyright. It may not be copied, used or reproduced without written permission.

9. Liability

9.1. Celeste Hair is responsible for delivering products that meet Dutch and EU consumer standards.
9.2. We are not liable for damage caused by misuse of the products, improper installation, alteration or lack of care.
9.3. Our liability, where legally permitted, is limited to the amount paid for the product concerned.
9.4. Nothing in these terms limits rights that customers have under Dutch consumer law.

10. Complaints

10.1. Customers should contact us as soon as possible if they have a complaint.
10.2. We will review the issue and aim to resolve it together.
10.3. Customers can also submit disputes through the EU Online Dispute Resolution platform if desired.

11. Amendments to These Terms

11.1. Celeste Hair may update these Terms and Conditions from time to time.
11.2. Any changes apply to future orders only. Customers are encouraged to review the terms regularly.