Returns & Refunds (UK Distance Selling Regulations)
We understand that choosing the perfect wig is a personal decision. If you find that your purchase isn’t quite right, we’re here to help.
Return Conditions
To ensure a smooth return process, please adhere to the following guidelines:
- Notification: Contact us within 14 days of receiving your order to inform us of your intent to return.
- Return Window: Return the item within 28 days of receipt.
- Condition: The wig or topper must be in its original, unused condition, with all tags and packaging intact.
- Hygiene: For hygiene reasons, wigs that have been worn, styled, cut, or have makeup on the lace are non-returnable.
- Lace Cutting: Once the lace is cut, the wig is considered accepted, and returns are no longer possible.
- Return Costs: You are responsible for the return postage costs. We recommend using a trackable service, as we cannot process refunds without proof of receipt.
Refund Process
If you decide once you have received your wig or topper that it is not right for you, you can return it along as it is still in a saleable condition.
If you make adjustments to length colour cut or lace you will not be able to return the wig. Once the lace is cut at the front this means you are completely happy with keeping the wig.
If the wig has makeup on the lace we will not accept the return and send the wig back to you.
Returns & Cancellation Policy (UK Customers)
Your Legal Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your wig or topper.
To exercise this right, you must notify us in writing within 14 days of delivery.
Once you have notified us, you must return the item within a further 14 days (28 days from delivery in total).
If you cancel within this period and the item is returned in its original condition, you will receive a refund to your original payment method.
We use tracked and signed-for delivery and will rely on delivery confirmation records to determine the start of the cancellation period.
Returns After the 14-Day Cancellation Period
If you notify us after the initial 14-day cancellation period but within 28 days of delivery:
- Returns will be accepted for store credit only
- Items must be returned within 28 days of delivery
- Items must be unused, unworn, with lace uncut and hygiene seals intact (if applicable)
Returns Outside 28 Days
Returns requested or received more than 28 days after delivery will not be accepted and will be returned to you.
Once the wig has been inspected and everything is looking good your refund will then be processed. This can take up to 5 working days.
Please use our returns portal to process your return
You are responsible for the cost of returning your order. Royal Mail cover £1000 or £2500 insurance with special delivery. We cannot be held responsible to refund your order if we haven't received the item back and there is no proof of tracking. If your return does not reach us but you have proof of tracked and insured post you will have to contact Royal Mail for a refund.
- Inspection: Upon receiving the returned item, we will inspect it to ensure it meets the return conditions.
- Processing Time: Refunds will be processed within 5 working days after inspection.
- Method: Refunds will be issued to the original payment method.
International Orders & Returns
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- Shipping Provider: We use FedEx for international shipments, providing tracking and insurance.
- Return Policy: International returns are accepted under the same conditions as UK returns. However, please note that a 5% restocking fee will be deducted from your refund to cover currency conversion fees.
- Return Notification: Contact us within 14 days of receiving your order to initiate a return. The wig must be back with us within 28 days of you receiving it or we will not be able to accept the return.
- Return Method: Return the item via a trackable and insured service. Clearly mark the package as a “Return of Goods” to avoid unnecessary customs charges.Customs Fees: Please be aware that international orders may be subject to customs fees, which are the responsibility of the customer.