RETURNS & EXCHANGES POLICY
Hair orders take 1-2 working days to be processed. Once the hair has processed, shipping takes 1-3 working days within the UK, 5-7 working days outside of the UK.
Express orders take 1-2 working days to process and will be shipped the next working day within UK. International orders take 1-2 working days to process and shipping takes 1-3 working days.
All virgin hair bundles, frontals and closures are shipped to your location once quality checked via Royal Mail delivery services. Delivery within the UK is shipped through first class signed for delivery. The aim for this service is next day delivery. Orders made in Europe are shipped via Royal Mail international tracked and signed delivery services. The aim for this service is 3-5 working days. Orders made in worldwide (USA, Africa etc) are also shipped via Royal Mail international tracked and signed delivery. Their aim for this service is 5-7 working days.
SALES: Please understand the shipping time is one-two weeks due to the high volume of orders we will be receiving. Please note: it will take roughly 4-5 working days for the order to be processed prior to shipping. Updates will be sent accordingly.
Refunds are only available within 5 days of receiving your order, this applies to frontals, closures and hair bundles only. All returned items must be sealed in the same condition it was shipped.
WIG RETURN POLICY
Due to the nature and hygiene purposes, custom wig units are non-refundable. Measurements must be taken accurately and any specific styling must be presented. All units are made according to the requirements you have provided. Please note, we are not responsible for non-accurate measurements resulting in the unit not fitting.
Deposits are non-refundable
To secure your appointment slot, a non-refundable amount will be required in the case of cancelling or rescheduling.
– We do not offer returns on orders that have used a discount code and/or discounted items.
– You can apply for an exchange and choose items to the value of your initial basket
– We also do not offer refunds due to order delays as we are a luxury retailer and all our items are custom made, so may incur delayed delivery
To apply for a return or exchange, please submit a request via email to [email protected]
, further information will be requested and then if your return or exchange is approved, you will be provided with a specific address.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging as well as in it’s original form.
Several types of goods are exempt from being returned and can only be exchanged:
Items using a discount code
Custom coloured items – e.g custom colour bundles. We do not provide refund on hair that has been custom coloured by us via customer request under any circumstance.
To complete your return, we require a receipt or proof of purchase and an approved returns request.
Refunds (if applicable)
Refunds can only be applied for once you have received the hair.
Refunds based on late delivery claim when within the delivery time or due to missed delivery will not be accepted as a basis for refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Refunds cannot be processed when hair has been shipped and/or there is a delay, it has to arrive to you first.
We do not offer refunds on accepted altered orders
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.