All orders are processed during business hours only. Our business hours are from Monday to Saturday from 9:00 am to 9:00 pm EST. All orders received after 9:00pm EST will begin processing the next business day. Due to the intense high volume of orders, please allow up to 72 hours (3 business days) for your order to be processed. Please note that weekends and holidays do not count as business days or order processing days. Orders will be shipped after your payment has been processed.
Pre-order/customized items are handcrafted from scratch and uniquely tailored to each customer. These items require extra time to complete as each strand of hair is hand-ventilated onto the lace base and is custom made to your perfect fit.
Below are approximate timelines of completion for pre-order/customized items:
Custom Made Closure or Frontal Units (Including Custom Colour): 2 weeks
Pre-Order Full Lace Units: 4-6 Weeks
Pre-Order 5x5 and 6x6 Natural Closures: 4 weeks
Pre-Order 13x6 Natural Closures: 4 weeks
SHIPPING & DELIVERY
All orders will be shipped within 1-3 business days after payment has been processed. The above shipping days are only an estimate as MOST orders ship faster than the days mentioned above. Please ensure that your billing address and shipping address MATCH. Packages will NOT be shipped out unless the billing and shipping address match.
Once your order has been shipped, you will receive an email with your tracking number and anticipated delivery date. Please be sure to check your inbox and spam folder for your tracking number.
Please note: Weekends and holidays do not count as business days or shipping days. ALL orders require a signature upon delivery. No exceptions.
How can I track my order?
Once your order has been received, you will receive an e-mail notifying you that your order is processing. You will then receive a second confirmation e-mail once your order has shipped which will include your tracking number, a link to track your package (if applicable), and anticipated delivery date. Please ensure that your email on file is correct and accurate. Please allow up to 24 to 48 hours before tracking info becomes visible online after receiving your tracking information.
Help! I made a mistake with my order.
How do I make changes or cancel the order?
She’z Royalty Collection is dedicated to providing all of our Queens with an exceptional customer service experience. If feel that you placed your order in error and wish to make any changes or cancel your order, we will do our best to reasonably accommodate your request prior to shipping your order. Please email us with your request as soon as possible at firstname.lastname@example.org.
How long does shipping take?
Canada: Local domestic orders are shipped express (1 business day) and nationwide (2-3 business days)
USA: 2-3 business days
International: 10-15 business days (may be longer for slow-to-ship countries)
Which shipping carriers does She'z Royalty Collection use?
In Canada, domestic orders are shipped via Canada Post. International orders are shipped via FedEx, DHL or UPS.
What if my package gets lost, stolen, or is late?
She’z Royalty Collection is committed to assisting our customers to the best of our ability. However, please note that we are not liable nor responsible for delayed, damaged, lost, or stolen packages. Please note at times there may be unforeseeable acts of nature and/or other issues that may arise, whereby the shipping carrier may fail to carry out their duties to honor the delivery time. In the rare event that this occurs, we strongly encourage customers to file a claim with the shipping carrier. Please note, we are unable to issue refunds for shipping charges in case of delayed, damaged, lost, or stolen packages.
My package states it has been delivered but I have not received it?
All of She’z Royalty Collection’s shipments include signature delivery confirmation on each order to guarantee delivery to the address on file. If the tracking information confirms that your order has been delivered to your address but you have not received it, please contact the shipping carrier for further assistance. We are not responsible for incorrect or misspelled addresses upon check out. It is the responsibility of the buyer to triple check and verify that all information (including address) is correct before placing your order. Please note, due to the high amount and volume of orders, once your order is already processing or has already shipped, we are unable to make any changes to the address.
Does She'z Royalty Collection offer international shipping?
Yes, She'z Royalty Collection does offer international shipping to most countries. We utilize either DHL or FedEx for International shipping. As DHL and FedEx cannot ship internationally to a postal box or mailing center, we require you to submit a physical address on file.
Are there duties or customs when I receive my package?
All packages imported into your native country may be subject to customs, taxes and/or other fees. Please note, She'z Royalty Collection is not responsible for any applicable customs, duties, taxes and/or fees that may be charged by your country. These charges are not within our control and we have no way of determining what they may be as customs policies/fees vary widely from country to country. For further information, please contact your country's customs office for any charges or rates on packages arriving from another country.
Do I have the option to pick up my order in person if I order online?
Yes! She’z Royalty Collection offers all of our Queens the convenience of local pick up. After placing your order, please email us at with your name and order number and please indicate whether you would like to pick up your order. Once we have received your email, one of our customer service representatives will contact you to schedule a pick-up time and location.
Is there a physical location where I can purchase products from She'z Royalty Collection?
At the moment all purchases must be made online via our website.
How am I protected against fraudulent orders?
At She’z Royalty Collection we work diligently to protect the safety and security of our customers. All She’z Royalty Collection’s orders are checked thoroughly for fraudulent activity. If we are unable to verify your payment through the information you have provided us, we will communicate what is needed for us to proceed with the order process. Please note that additional verification and/or payment details may be required. Any fraudulent high-risk orders will be put on hold until our team investigates further. Please make sure your billing and shipping information are 100% correct and match the card you wish to use. Any orders with Fraud alerts will not be shipped until all details and information are verified. No exceptions.
HAVE A QUESTION?
She’z Royalty Collection we are committed to providing exceptional customer service and a smooth shopping experience at all times. Our friendly staff is readily available 24 hours a day for customer support during the entire purchasing process. Whether it’s a simple question or major concern, please feel free to reach out to us at any time. We are dedicated to complete customer satisfaction. Please reach out to us at and a customer service representative will be in touch with you within 24-48 hours.