REQUEST A RETURN
PROCESSING RETURNS/EXCHANGE/STORE CREDIT
If you would like to return an item you must contact us via email firstname.lastname@example.org within 14 working days of receiving the item. If we agree to accept the item - you must send it back for a refund/exchange/store credit within 28 days of receipt (We understand overseas shipping can take around 10-15 working days to reach us.)
It is your responsibility to ensure the safe delivery of the item and ensure the item is returned in its original condition and has not been altered.
Refunds & Exchanges will be processed subject to availability and only once the returned item has been received and inspected. You should allow a maximum of 10 working days from the day we receive the item for your exchange/refund/store credit to be processed.
NEED TO KNOW
We only accept your return/exchange/store credit if:
- Has all original tags, labels, and security ribbon attached.
- Has not been worn, used or damaged. You must ensure the item has not been altered in any way i.e. lace cutting.
- Is not soiled by fake tan, makeup or hair products.
- Is posted back within 28 days of receipt (We understand overseas shipping can take around 10-15 working days to reach us.)
- All returns must include your return label or Order Number attached for our team to locate your initial purchase.
- We recommend you avoid using carriers such as DHL and TNT.
- Please use your local postal service using a signed-for service. We don’t take responsibility for lost parcels whilst being returned to us. In case of dispute, we also recommend you retain proof of sending and a tracking number.
- Please mark the outside package as ‘Returned Goods’ and declare the value as very low. All custom/import charges for returned items will be charged by the customer and deducted from the customers refund.
WHAT HAPPENS NOW
- Once we have received your return, you will receive an email notification.
- Processing of the return usually takes 10-14 working days.
- Subject to availability, exchanges will be despatched after processing and should be received by you within 2-3 working days of despatch (*Area exceptions apply).
- Refunds will be made immediately after processing and should show in your account within 10 days, depending on your bank’s timescales.
- Please allow up to 21 days to returns from overseas destination to reach us.
OTHER TERMS & CONDITIONS
- We do not accept refunds on custom orders. If you have specified or requested our team to cut the lace on any 'Ready To Ship' item/s, this is also considered a custom order.
- Any returns that are worn, soiled or damaged will not be accepted and may be returned to you.
All Custom Orders are non-refundable. However, all of our wigs are quality inspected throughout the entirety of the production process and photographed before departure and therefore in very rare circumstances a product may arrive to a customer faulty. In this instance, we do look into each individual case and a customer may be eligible for a refund/exchange/store credit once inspected. Our refund/exchange/store credit policy above still applies.
A Custom Order is any requirement selected on the website with the word “Custom“ besides it. Any requests sent via email or order invoices sent from us will be considered a Custom Order. If a detailed order agreement has been formed between the Customer and our Company via any third party website/platform this is also classified as a Custom Order. Depending on the selection, custom wigs can take at least 12-16 weeks or 16-20 weeks. In some instances, subject to availability, a custom piece can be in production considerably longer. This is because the ethically sourced materials are made of a natural resource (human hair) grown from a human scalp which can result in a shortage of donors. A customer is liable to carefully read the product information and mandatory declare they have read these Terms and Conditions prior to making an order.
Your selection and confirmation of any order placed indicates your acceptance of our Terms and Conditions.