Orders and Delivery
Where your piece is, at every stage
Sign in with the email on your order and you can see it yourself, at any hour, without waiting on us. Tracking also reaches that address the moment the parcel is collected.
Order questions reach a person at orders@kallovhair.com.
Your order
Open your order
Enter the email address you used at checkout. We send a six digit code to it, you type the code, and your order opens with its current stage and its tracking number if the parcel has been collected. There is no password to create and no account to remember.
This works whether or not you made an account when you ordered.
If the email address on the order is one you no longer reach, write to orders@kallovhair.com from any address with your order number and we will move it for you.
The four stages
From the studio to your door
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While it is still with us
No carrier has the piece yet, so no tracking number exists. Ready to wear is made in your cap size after you order and reaches you in about 21 days. Bespoke runs four to six weeks from the day your specification is signed off.
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When it ships
A tracking number goes to the email on your order as soon as the parcel is collected, and appears against the order when you sign in. Express transit is typically two to four business days depending on your country.
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On delivery
A signature is required. If nobody is there, the carrier holds the parcel rather than leaving it at a door. Nothing on the outside of the box says what is inside it. Duty and import tax were settled at checkout, so there is nothing to pay the driver.
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If tracking goes quiet
Give it three business days. International scans stall in transit far more often than people expect, and the parcel is usually moving. Past three days, write to orders@kallovhair.com and we chase the carrier ourselves rather than sending you to do it.
No tracking email
Three things to check, then let us handle it
Sign in above first, because the order carries its tracking whether or not the email arrived. If it is not there either, look in spam and in promotions, since carrier notifications land there often. Check the address you used at checkout for a typo. Confirm the production window has actually passed, since the email only sends once the parcel leaves us.
If all of that checks out, write to orders@kallovhair.com with your order number and we will resend it. Bespoke clients can write to concierge@kallovhair.com instead.
If something is wrong on arrival
Photograph it before you go further
Every parcel is insured for its full value, so a damaged or lost shipment is our problem to solve rather than yours to absorb. The claim only holds if we act quickly.
If the box looks damaged, photograph it before opening it any further. If the piece inside is damaged, or is not the piece you ordered, tell us within forty eight hours of delivery and we put it right at our cost.
Return terms sit on returns and exchanges.
Every Kallov Hair passes through named hands.
Kallov HairElsewhere
Where to go next
- Production and Lead Times, what each stage actually takes.
- Shipping and Delivery, cost, insurance, and duties.
- Wig Care Guide, for the day it arrives.
- FAQ, the questions we get most.