Our policy lasts 30 days (excluding customized items or items on sale*). If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
*Customised orders: Customized items or items on sale are not eligible for refund unless there is a quality issue and it is unused.
Quality issues - check the hair before using it:
- Wrong colour from what is described on the website/custom colour you have requested
- Wrong hair texture from what is described on the website/custom texture you have requested
Please send a clear image of the faulty product/s to email@example.com within 30 days of purchasing the faulty product/s. Take a photo of the faulty product/s against a clear background (i.e. white) with none of the hair the faulty product/s cut out of the image.
For customised orders, please inform us within one business day if you want to cancel the order. Otherwise, you cannot cancel the order after that. These orders are customised for our customers, so we cannot resell the product if the customer no longer wants it.
Refunds (if applicable)
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.
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 firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
Items are not eligible for exchange.
To return your product, you should email us at email@example.com for the return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, if shipped without tracking.