At Le Loft Haute Coiffure, each order is carefully prepared by our team to ensure an experience that lives up to our commitment to quality, luxury and respect for the environment.
We make every effort to ensure that your order arrives quickly, in perfect condition, and in packaging that is both elegant and eco-friendly.
ORDER PROCESSING
All orders are processed from Monday to Friday (excluding public holidays).
PREPARATION TIMES
The usual preparation time is 1 to 3 working days from receipt of your order.
Each package is assembled by hand by our LLHC team, with meticulous attention to detail: product and quantity verification.
Protection of fragile items (glasses, pumps, gift boxes, etc.)
Packaging made with recyclable or compostable materials
RETURN AND EXCHANGE POLICY
Customer satisfaction is our top priority.
Each order is prepared with care, and we do everything we can to ensure your shopping experience is exceptional.
Here are the conditions applicable to returns and exchanges for purchases made online or in-store.
PURCHASES: FINAL SALE
All purchases made on our online store Le Loft. Haute Coiffure are considered final sale.
This means that we do not accept returns or refunds, except in the case of a defective product or an error on our part.
For hygiene and safety reasons, no exchanges or returns are possible for hair products, treatments, beauty accessories or styling tools (e.g. brushes, irons, dryers).
Thank you for your understanding — this policy guarantees the integrity and quality of the products we offer to our customers.
EXCHANGES IN CASE OF DEFECT OR ERROR
We pay rigorous attention to the quality and conformity of each order.
However, it is possible that an item may have a manufacturing defect or that a shipping error may occur.
In this case :
We invite you to contact us within 7 days of receiving the package.
We will take care of replacing the defective item, at no additional cost.
An exchange is possible only if the product is unused, in its original packaging and accompanied by proof of purchase.
HOW TO PROCEED WITH AN EXCHANGE
1. Contact our customer service at: leloft.hautecoiffure@gmail.com
Including:
Your order number
A photo of the product in question
A brief description of the problem
2. Validation: Our team will analyze your request within 48 business hours. If the item is indeed defective or incorrect, you will receive instructions for return or exchange.
3. Exchange or replacement: You can go to the salon to make the exchange, or, if you are remote, we will send you a new item free of charge upon receipt of the returned product.
ITEMS NOT ELIGIBLE FOR RETURNS
For hygiene reasons, the following products cannot be returned or exchanged:
Opened or used hair care products (shampoos, conditioners, masks, serums, oils, etc.)
We are committed to offering our customers the highest quality products and tools, carefully selected from recognized professional brands.
To clarify our position regarding warranty, here are our specific guidelines depending on the type of product:
HAIR PRODUCTS
Please note that hair care products (shampoos, conditioners, masks, serums, treatments, oils, etc.) are not covered by any warranty. Once opened, these products cannot be returned or exchanged due to hygiene and safety considerations, as well as the risk of contamination.
If a product has a visible defect upon receipt (e.g., leak, broken pump, damaged product), we invite you to contact our customer service within 48 hours of receipt so that a quick solution can be found.
HAIR STYLING TOOLS
The styling tools sold at Loft. Haute Coiffure (curling irons, hair dryers, heated brushes, etc.) are covered by a one-year (12-month) limited warranty from the date of purchase. This warranty covers only manufacturing defects or malfunctions not resulting from misuse, accidental breakage, or lack of maintenance.
In the event of any problems during this period, we commit to:
repair or replace the defective device, depending on the assessment of our team or the manufacturer.
You must keep your original invoice as proof of purchase. Without this proof, we unfortunately cannot honor the warranty.
HIGH-END TOOLS
Some of our professional or premium styling tools (such as L'Oréal Professionnel, Shu Uemura, Steampod, GHD, etc.) may have extended warranties offered directly by the manufacturers.
For these products, we recommend that you:
Consult the manufacturer's documentation included in the product box.
Or contact the supplier directly for more information on the duration, conditions and procedure of the warranty.
Example: Steampod tools are generally covered by a 2-year warranty from L'Oréal Professionnel.
PRIVACY POLICY
At Le Loft Haute Coiffure, trust and transparency are at the heart of our relationship with our clientele.
This privacy policy aims to explain how we collect, use, protect and share your personal information when you visit our website, make a purchase or interact with our brand.
By using our site or purchasing our products, you consent to the collection and use of your information in accordance with this policy.
INFORMATION GATHERED
We only collect the information necessary to manage our services and improve your customer experience.
The types of information we may collect include:
Personal information: name, address, email, telephone number.
Payment information: payment method, billing address (securely managed via Shopify or Square).
Order information: products purchased, purchase history, preferences.
Technical information: IP address, device type, browser, pages visited and browsing time.
Communication information: messages sent via our forms, newsletter or social media.
We never collect sensitive information such as full bank details or passwords for your personal accounts.
USE OF INFORMATION
The information we collect is used for:
Processing and shipping your orders
Manage your payments and confirmations
Offering personalized customer service
To send you updates, offers and news (if you have consented)
Improve the performance and user-friendliness of our website
Comply with our legal and accounting obligations
INFORMATION SHARING
We do not sell, rent, or disclose any personal information to third parties, except in the following cases:
To our service providers (Shopify, Square, Canada Post, payment processors) strictly to perform our services.
To the legal authorities if required by law.
INFORMATION SECURITY
We take all necessary measures to protect your data against loss, theft, unauthorized access, or disclosure. Despite our efforts, no system is infallible. By using our site, you accept this inherent risk of electronic communications.
COOKIES
Our website uses cookies to improve your experience, analyze traffic, and personalize content. You can disable cookies at any time through your browser settings, although this may limit some website functionality.
CONSENT
By using our site, making a purchase or subscribing to our newsletter, you consent to our privacy policy and the collection of your information as described.
CHANGE TO THIS POLICY
We reserve the right to modify this policy at any time. Any updates will be posted on this page. We encourage you to review this policy regularly to stay informed.
Contact us if you have any questions regarding this privacy policy at leloft.hautecoiffure@gmail.com
