All sales are final. Once products are delivered, they are non-returnable and non-exchangeable.

However, if you receive a damaged, incorrect, or incomplete order, kindly notify us within 48 hours of delivery. Our Customer Support team will carefully review your concern and be happy to provide the best possible resolution.

Before Accepting Your Delivery

Before accepting your order from the delivery partner, kindly inspect the outer package carefully.

If the outer package appears tampered with, opened, or damaged, please:

• Take clear photographs of the package.

• Kindly reject the shipment at the doorstep.

• Email the photographs along with your Order Number to customercare@letscurlup.com.

Our Customer Support team will be happy to assist you further.

Received a Damaged, Missing, or Incorrect Product?

We're sorry to hear that your order wasn't as expected.

If you've received a damaged, incorrect, or incomplete order (missing product(s)), kindly email us at customercare@letscurlup.com within 48 hours of delivery with the following:

• Your Order Number

• A brief description of the concern

• A complete unboxing video (please refer to the Instructions for Recording an Unboxing Video below)

• Clear photographs of the product, the outer shipment packaging, and the issue (if applicable)

Once we receive your request, kindly allow us up to 2 business days to carefully review it.

If required, our courier partner may arrange a pickup of the product for further verification.

After we receive the returned product (where applicable), our team will verify it against the submitted claim. Once the verification is complete, we'll proceed with the appropriate resolution.

• Wrong Product Delivered: We'll send you the correct product free of charge after successful verification.

• Damaged Product: A replacement will be arranged after successful verification of your claim.

• Incomplete Order (Missing Product(s)): After successful verification, the missing product(s) will be shipped to you at no additional cost.

Requests May Not Be Eligible If:

• An unboxing video is not provided or does not follow the required instructions.

• The product has been opened, used, altered, or the original seal/shrink wrap has been removed.

• The original packaging, including the mono carton, labels, or shrink wrap, is missing.

• The concern is reported more than 48 hours after delivery.

• The required proof or supporting information is not provided.

Cancellation Policy

Refunds are applicable only for orders cancelled within 3 hours of placing the order.

Once the cancellation is approved, the refund will be processed through the original payment method used during checkout.

Please allow 7–10 business days for the refunded amount to reflect in your account after the refund has been initiated.

 

Why Do We Need an Unboxing Video?

At Curl Up, we carefully inspect and pack every order before it leaves our warehouse.

While we do everything possible to ensure your order reaches you safely, shipments are handled by our trusted courier partners. Although uncommon, issues such as transit damage, missing items, or incorrect deliveries may occasionally occur during transit.

A complete unboxing video helps us understand exactly how your order was received. It enables our team to verify your concern accurately and also allows us to raise claims with our courier partners whenever necessary.

As our courier partners require supporting evidence while reviewing transit-related claims, an unboxing video plays an important role in helping us verify and process requests related to damaged, missing, or incorrect products. Without this evidence, we may be unable to process such requests.

We truly appreciate your understanding and support. Recording a short unboxing video helps us resolve your concern more quickly and ensures a smoother experience for everyone.

Instructions for Recording an Unboxing Video

To help us review your concern smoothly, kindly follow the instructions below:

• Start recording before opening the package.

• Ensure the entire package is clearly visible throughout the recording.

• Record the video in a well-lit area.

• Clearly show the shipping label, including the tracking number and shipment details.

• Show all sides of the package before opening it.

• Open the package in one continuous recording without any cuts, pauses, or edits.

• After opening the package, clearly show all the products received.

• If any product is damaged, clearly capture the damaged area.

• If you receive an incorrect product, show both the product and the shipping label clearly in the same video.

• If all the products are received in good condition, you may stop the recording after showing each product clearly.

Please Note: To help us verify your concern fairly and provide you with the quickest possible resolution, the unboxing video must be recorded in one continuous recording without any cuts, pauses, or edits.