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Are Customs Fees and Tariffs included?

At this time we do not include any customs fees or tarrifs for destination country during checkout. We hope to soon be able to offer this for our Canadian customers.

**Please note that duties and taxes are not included at checkout. Purchaser will be responsible for all duties and taxes for their destination country upon arrival. Please visit our FAQ for more information.

For Canadian Customers:

We would like to provide you with some information on how to decrease your fees upon arrival! Follow the steps below to ensure a seamless and cost effective delivery process. (More details)

  1. Contact and ask us to send you a copy of your customs declaration.
  2. Take your customs declaration to your nearest CBSA office (find them here) and pay your taxes. Make sure to keep your copy of your customs receipt.
  3. Email customs receipt to UPS ( . Confirm with them you have paid your duties. They will be able to drop off your package with no brokerage fees attached.
What does Pre-order mean? When will my order ship?

Please read our shipping policy here.

*** Please note that if your order contains at least one items labeled as pre-order, you ENTIRE order will ship out all at once (once all items in your order are in stock).

US Shipping: between $4.99-$20.99 depending on the weight of your order and type of shipping selected during checkout. Curlfriend Collective may offer free shipping during seasonal promotions please see checkout for more details.

International Shipping: Calculated at checkout. Cost will vary depending on order weight, destination country, and chosen shipping type. Curlfriend Collective may offer free shipping during seasonal promotions please see checkout for more details.

***NOTE***: Customs fees are NOT included in the order total. Customs fees are to be paid by the customer upon delivery to the destination country.

Click here for more details.

How do I wash my silk hair accessories?

Care Instructions: When you feel your silk accessories needs a bath, hand wash them separately, in cold water, in a large bowl, and then hang or lay flat on a towel to dry. Ensure that you wash them individually to prevent any staining and bleeding of colors.

If you’d like a gentle, made for silk detergent, we recommend this silk wash here. A gentle detergent is highly recommended to prevent bleeding of the dyed silk, we do not recommend use of regular laundry detergents or soaps.

What are Curlfriend Collective hair accessories made out of?

100% Mulberry Silk, 6A 16 & 22 Momme silk

Why use silk satin instead of polyester satin?

Silk satin is the only satin made from a natural material that's biodegradable, anti-microbial, naturally temperature regulating, while also helping with hair breakage and retaining moisture.

Other satins, like polyester, are the bad for our environment (polyester is petroleum based), don't breath, feel "plastic like", are not anti-microbial, nor are they moisture wicking.

Can I return my items?

Please read our return policy here.

Do you offer shipping protection?

There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with a small fee based on your order value and we’ll offer you a replacement.


  • Shipment states ‘delivered’ but you have not received it. Depending on where you live, we ask that you allow up to 7 business days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbours.
  • Your tracking has not updated for 2 weeks from the ship date.

We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.


  • Items arrive damaged in transit - fabric is wet, stained, torn etc.
  • Some of your order is missing due to the box/packet opening in transit 

Please contact us at immediately if your items have arrived damaged or if something is missing. Submit photographic evidence of tampered items.


  • Missing parcels or redelivery fees due to incorrect address information provided by you
  • Delays in transit 
  • Order marked as unfulfilled or unshipped. This may be due to inventory issues, pre orders, or dispatch delays.
  • Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund.
  • Items that are returned to us for a refund or exchange that are not in a re-salable condition (includes signs of use).
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions.


If your parcel is lost or damaged, please contact us on with your name and order #, a member of our customer service team will assist you within 1-3 working days. What to include in your claim: 

  • Subject line: CLAIM for order #12345
  • Description of your issue
  • Photo evidence of damage

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense.

By selecting shipping protection, you agree to these terms. 

We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost.

This is our in-house protection policy. Shipping protection is non refundable.


We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.

Customer Help

If talking to a real-life human is more your thing,
you can reach our Customer Happiness Team via email (below).

Get in touch

Have questions about your order, or a general enquiry?