Delivery and Booking ~

Order Tracking

Order Tracking

To track your order please enter your Order ID in the box below and press the “Track” button. This was given to you on your receipt and in the confirmation email you should have received.

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Returns & Exchange Policy

Our Goal: It is important to us that you are completely satisfied with your purchase.

Eligibility
  • Returns and exchanges are accepted within 14 days of purchase (or 14 days from receiving the item if purchased online).
  • Items must be unaltered, unworn, unwashed, undamaged and in their original packaging.
  • Do not cut the lace on wigs if you intend to return or exchange.
Non-Returnable Items
  • Customised wigs: No refunds on wigs that have been coloured or styled to a specific request not listed on our online products.
  • Pre-orders: No refunds on pre-ordered items unless there is a quality defect or fault.
  • Items that have been opened, worn, or altered for hygiene and safety reasons.
Wig Resizing Wig resizing is done free of charge if requested within 14 days of purchase.
Faulty Products In the rare event that a product has a fault, we will gladly fix it or exchange it if reported and returned within 14 days.
Return Shipping The cost of shipping for exchanges or refunds is paid by the client, unless the item was incorrect or defective.
How to Return Contact us at info@thepenthousebeautystudio.co.za to initiate a return. Include your order number and reason for return.
 
 

Shipping & Delivery

All orders are shipped nationwide within South Africa via Aramex.

Standard Delivery

Please allow approximately 10–15 business days for processing and delivery.

Turnaround Time

  • Processing: Orders are processed once payment has cleared.
  • Delivery: Please allow approximately 10–15 business days from the date of order confirmation for your order to arrive.
  • You’ll receive a confirmation email with tracking details once your order has been dispatched.

Errors & Shipment Delays

We are not responsible for shipment delays caused by weather or other environmental factors beyond our control, though we always do our best to ship within the promised timeframe. We recommend placing orders well in advance to allow for unplanned delays.

Any shipping errors must be reported within 3 business days of delivery. If we confirm that the incorrect item was sent, we will either resend the correct product or issue a refund. The incorrect item must be returned to us before the correct one is reshipped.

Free Delivery Threshold

Orders over R3 000 qualify for free standard delivery within South Africa.

Collection Option

Prefer not to wait? Select “Store Collection” at checkout and collect your order directly from our studio. We’ll notify you once it’s ready.

Delays & Pre-order

If an item in your order is out of stock, we’ll notify you by email with an updated delivery estimate. Where possible, we’ll ship available items first and follow up with the remainder.

Damaged, Missing or Incorrect Items

  • Damaged or missing items must be reported within 48 hours of delivery.
  • Shipping errors (incorrect item sent) must be reported within 3 business days of delivery.
  • If we confirm an incorrect item was sent, we will either resend the correct product or issue a refund. The incorrect item must be returned to us before the correct one is reshipped.
  • Contact us at orders@thesanhd.co.za or +27 11 791 2321 / +27 62 781 4286 with your order number and photos.

Booking Policy ~

Booking Information

To give every client the time and attention they deserve, please review our booking policy before scheduling your appointment.

Deposit Required

A non-refundable deposit of 50% is required to confirm your booking.

 Cancellation Notice

Please give us at least 24 hours' notice to reschedule or cancel.

Late Arrival

Arrivals more than 15 minutes late may need to be rescheduled.

Booking Deposit

A deposit is required to secure all appointments and is deducted from your final bill. Deposits are non-refundable but may be transferred to a rescheduled appointment if we receive at least 24 hours’ notice.

Cancellations & Rescheduling

We understand plans change. Please notify us at least 24 hours before your appointment if you need to cancel or reschedule. Cancellations made with less than 24 hours’ notice, or missed appointments (“no-shows”), will forfeit their deposit.

Late Arrivals

We kindly ask that you arrive 5–10 minutes before your scheduled time. Arriving more than 15 minutes late may result in a shortened service or the need to reschedule, to avoid delaying clients booked after you.

Consultations

Certain services (e.g. wig installs, colour correction, extensions) may require a consultation before booking to ensure accurate timing and pricing.

Right of Admission

The Penthouse reserves the right to refuse or end a service where a client’s health, hygiene, or conduct poses a risk to our staff or other clients.

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