At Baldy Lox Boutique, your satisfaction is at the heart of what we do. We understand that occasionally, your order may not be quite right — and we’re here to help. This policy outlines the conditions under which returns, exchanges, and refunds may be accepted, in line with UK consumer protection law.

Eligibility for Returns & Exchanges

We accept returns for non-customised items (i.e. Ready-to-Ship or Ready-to-Wear units) provided the following conditions are met:

  • You notify us of your intent to return within 14 working days of receiving your item.

  • The item is returned to us within 28 days of receipt.

  • The item is unused, unaltered, and returned in its original condition with all tags, lace intact, and any complimentary gifts included.

  • The item is not soiled or damaged, including from makeup, self-tan, perfume, or hair products.

International customers: We understand that return shipping may take 10–15 working days. Please keep this in mind when posting your item to ensure it arrives within the 28-day window.

Customised & Bespoke Orders

Under the UK Consumer Contracts Regulations (and guidance from the Department for Business, Innovation & Skills), bespoke or customised goods are exempt from cancellation rights. This includes any item marked as Custom or created to your unique requirements.

However, at Baldy Lox Boutique, we aim to be flexible and accommodating:

  • If you wish to cancel a customised item and production has not yet started, a full refund will be issued.

  • If production has begun, we reserve the right to retain part or all of your payment to cover costs already incurred.

  • If a customised item has already been received and you wish to return it, please contact us within 14 working days. If we agree to accept the return, it must be received within 28 days of delivery. All standard return criteria still apply.

Please note: Customised wigs with pre-cut lace at your request are non-returnable and non-refundable under any circumstance.

Return Process

To initiate a return or exchange, please email returns@baldyloxboutique.com within 14 working days of receiving your order.

We will provide:

  • A pre-paid return label and shipping instructions.

Please ensure your return includes:

  • All original packaging and free gifts

  • Tags and lace intact

  • A clean, undamaged, unworn product

Important: Returns that do not meet these conditions will be refused and returned to you.

Refunds, Exchanges & Store Credit

  • Once received, your item will be inspected within 10–14 working days.

  • If eligible, your refund, exchange, or store credit will be processed.

  • Refunds typically show in your account within 10 days of processing, subject to your bank’s timescales.

  • Exchanges are shipped within 2–3 working days after processing (subject to availability).

  • Store credit will be issued as a unique code via email.

Please allow up to 21 days for international returns to reach us.

Important Terms

  • If an item is returned used, altered, or damaged (including lace that has been cut), it will not be accepted and may be returned to you.

  • Items requested with pre-cut lace are final sale and not eligible for return or exchange.

  • If you do not return the item or provide proof of return, we reserve the right to withhold any refund until the goods are received.

  • If you cancel a customised order after production has begun, we reserve the right to deduct costs incurred (materials, labour, etc.) from your refund.

  • Any item returned without authorisation or outside of stated timelines may be rejected.

Contact Us

If you have any concerns or would like to begin your return:
returns@baldyloxboutique.com
Please include your full name, order number, and reason for return in your email.

We’re here to support you every step of the way and ensure you feel confident and looked after during your shopping experience.