Delivery & Returns Policy

Processing Times

Processing refers to the time needed before your order is dispatched.

• Standard Service: 15 working days (approximately 3 weeks)

• Express Service: 10 working days (+£100 fee)

🗓️ Example:

If you order on Monday, 1st September 2025 —

• Standard completion: Monday, 22nd September 2025

• Express completion: Monday, 15th September 2025

🕒 Processing times exclude weekends and UK bank holidays.

Orders placed after 3PM begin processing the next working day.

Timelines may extend slightly during busy periods such as promotions, holidays, or peak seasons.

24–48 hours

If a cap size adjustment is requested, please allow an additional 3 working days for processing.

From Hair Received:

• Construction / Reconstruction: Up to 8 working days
• Colour Services: Up to 13 working days
• Construction + Colour: Up to 17 working days
• TLC / Closure Replacement / Customisation Only: Up to 6 working days
• If Lace or Bundles are Provided by Us: Please add an additional 6 working days

✨ Need it sooner?
Express services are available (see product page)

🗓️ Example:
If your bundles or wig are received and checked in on Monday, 1st September 2025 —

Construction / Reconstruction: Completed by Wednesday, 10th September 2025
Colour Services: Completed by Thursday, 18th September 2025
Construction + Colour: Completed by Tuesday, 23rd September 2025
TLC / Closure Replacement: Completed by Tuesday, 9th September 2025
If Lace/Bundles Provided by Us: Please add 6 working days to each timeframe above.

⏰ Working days exclude weekends and UK bank holidays.

Timelines are subject to change during busy periods, such as promotions, holidays, or high-volume order weeks.

The Express Service is an optional paid add-on for customers who wish to fast-track the production and shipping of their unit.

By purchasing this service, you agree to the following terms:

Your unit will be prioritised and processed within timeframe stated on product page (excluding weekends and UK bank holidays) from the date of purchase.
Example for a custom made unit: If you order on 1st September, your unit will be shipped by 13th September, provided all order details (including cap size and lace choice) are confirmed.
Express slots are limited and subject to availability.
During peak periods or launches, we may temporarily pause Express Service availability.

Delivery Times

We deliver only to the shipping address provided at checkout.

We are not responsible for lost packages due to incorrect addresses and will not issue refunds for such cases.

Refused Delivery: You will receive store credit minus original shipping cost

1–2 working days after dispatch

Via Royal Mail Next Day Special Delivery
Tracking info will be emailed once shipped

Please allow extra time during holidays

3–5 working days

Via DHL Express- Starting from £35

Tracking info will be emailed once shipped

Please allow extra time during holidays

Please note — any customs fees, import duties, or taxes are applied by your country’s customs office and are not something we can control.

These charges are always the receiver’s responsibility.

We understand this can be frustrating, and we’re happy to assist with guidance where possible, but we are unable to cover or predict these fees.

The amount charged will depend on the value declared and your local regulations.

💡 Tip: Declaring a lower value may reduce import fees; however, it will also lower the insured amount in the event of loss or damage during transit.*

Cancellations & Refunds

Orders may be cancelled within 24 hours of purchase.

If an order is cancelled within this period, a refund will be issued to the original payment method.

Please note that payment processing fees charged by payment providers are non refundable to us. As a result, a payment processing deduction of up to 5% may apply to cancellations to cover these transaction costs.

Orders placed using Klarna, Clearpay or PayPal Pay Later may incur higher processing fees. In these cases the actual payment provider fee may be deducted from the refund.

After 24 hours, orders enter processing and cancellations may no longer be possible.

For custom made and preorder units, production may begin shortly after purchase and cancellations cannot be guaranteed once work has started.

All consultation bookings are non-refundable.

If a consultation is cancelled, a 50% administrative fee will be deducted from the amount paid before any remaining balance is refunded.

Once the consultation has taken place, clients have 24 hours to make payment towards their custom unit.

If payment is not received within 24 hours, the consultation slot will be automatically cancelled and the full consultation payment will be retained.

This policy ensures fairness, respects our team’s time, and helps maintain an efficient booking system for all clients. 🖤

All Custom Made units and preorder collections are produced specifically to order.

For this reason, these items are not eligible for cancellation, return or exchange once production has begun.

This is in accordance with UK consumer regulations which exempt goods made to a customer’s specifications from the standard cancellation period.

Production typically takes approximately 15 working days before dispatch.

Faulty Items

If you believe your item is faulty, please contact us within 48 hours of delivery with clear photos and videos.

Faults do not include shedding within normal limits, fit preferences, styling expectations or changes made after delivery.

Where a genuine fault is confirmed, we will offer an appropriate remedy in line with consumer law.

What Is Not Considered Faulty

Due to the nature of hair products, the following are not considered faults under consumer law:

• Normal shedding within reasonable limits

• Texture, wave pattern or colour variation

• Fit preferences or comfort issues

• Styling results or install outcomes

• Personal dissatisfaction or change of mind

• Damage caused after delivery

• Alterations made by the customer or stylist, including lace cutting, tinting, washing or styling

• Wear and tear from use

Once a wig has been worn or altered, it is legally considered accepted unless a fault existed at delivery.

Where a concern is confirmed, we may offer:

• A corrective service (e.g. lace adjustment or finishing)

• An exchange or partial remedy where appropriate

Please note:

• Variations in lace appearance can occur depending on skin tone, lighting, and styling method.

• Some finishing touches are commonly carried out by the client’s stylist and do not constitute a fault.

• Where a remedy is offered, the customer must cooperate with the process.

If we do not receive a response or required information within 7 days of our proposed solution, the matter will be considered resolved and the case closed.

Returns, refunds, or chargebacks will not be accepted where a reasonable remedy has been offered and declined or ignored.

Sample Wig
All sample wigs are sold as seen and are non-refundable.

Any known faults or imperfections have been clearly declared prior to purchase, and pricing has been adjusted accordingly.

By shopping our sample sale, you acknowledge and accept the following:

• Items may not meet the same finishing standards as our regular collections

• Any known imperfections are reflected in the discounted price

• All sample sale pieces are sold as seen and aren’t eligible for changes, returns or after-sale support

This approach is in line with the Consumer Rights Act 2015, which confirms that refunds aren’t required where customers have been made aware of faults prior to purchase.

We always encourage reading product descriptions carefully before checking out and reaching out if you need clarity before purchasing

For all other Ready to Ship wigs, you may be eligible for:

Ready To Ship units may be returned within 14 days of delivery provided the unit remains in original condition.

To qualify for a return:

• The lace must not be cut, tinted or customised

• The unit must not be worn, styled or altered

• The wig must be returned in original condition and packaging

Customers are welcome to inspect the unit as they would in a retail environment. However, wigs must not be handled beyond what is necessary to examine the item.

Returns will not be accepted if the unit shows signs of use including:

• Lace cutting or tinting

• Hair styling, curling or straightening

• Product, fragrance or makeup transfer

• Cap stretching or interior wear

• Tags or protective packaging removed

Once the returned unit has been received and inspected, an eligible refund will be issued to the original payment method.

Please note:

• Original shipping costs are non refundable

• Customers are responsible for return shipping costs

Approved returns are subject to a 10% processing deduction to cover non refundable payment processing and handling costs.

Do I need to return a free gift?

Yes. If you are returning your order you will need to return the free gift in an unopen, unused condition. If the free gift is not included in the return the value of this item will be deducted from your refund.

Altered or Worn Items

Once a wig has been altered in any way, it is considered accepted.

Alterations include, but are not limited to:

• Cutting or trimming lace

• Tinting or bleaching knots

• Washing, conditioning or styling

• Cutting hair or adjusting density

• Wearing the wig, even briefly

Under UK consumer law, altered goods are no longer eligible for return, refund or exchange unless a fault was present at the time of delivery.

Faulty Items

If you believe your item is faulty, please contact us within 48 hours of delivery with clear photos and videos.

Faults do not include shedding within normal limits, fit preferences, styling expectations or changes made after delivery.

Where a genuine fault is confirmed, we will offer an appropriate remedy in line with consumer law.

What Is Not Considered Faulty

Due to the nature of hair products, the following are not considered faults under consumer law:

• Normal shedding within reasonable limits

• Texture, wave pattern or colour variation

• Fit preferences or comfort issues

• Styling results or install outcomes

• Personal dissatisfaction or change of mind

• Damage caused after delivery

• Alterations made by the customer or stylist, including lace cutting, tinting, washing or styling

• Wear and tear from use

Once a wig has been worn or altered, it is legally considered accepted unless a fault existed at delivery.

Refund Processing
Return requests must be submitted within 48 hours of delivery by contacting our support team at info@toniasunits.com

Once approved, the item must be returned within the 14 day return window.

Returns sent without prior approval may not be accepted.

Refunds can only be processed once the returned unit has been received and inspected by our team. Proof of postage alone does not constitute a completed return.Approved refunds are processed to the original payment method within 5 to 10 working days after inspection.

Original shipping fees are non refundable (Royal Mail Special Guaranteed Delivery/Applicable DHL Express delivery). Return shipping costs are the responsibility of the customer unless the item is confirmed faulty.

📦 Return Steps:

Contact us at info@toniasunits.com within 14 days of receiving your order
If we do not receive a response or required information within 7 days of our proposed solution, the matter will be considered resolved and the case closed. Returns, refunds, or chargebacks will not be accepted where a reasonable remedy has been offered and declined or ignored
Return the product via tracked delivery (customer covers shipping & fees)
Once received and inspected, we’ll process the refund/store credit if eligible

Raw Hair & Natural Variation

Our raw hair wigs and bundles are made using 100% unprocessed donor hair. Because the hair is sourced from individual donors and not chemically altered or coated, natural variation is expected and part of its authenticity.

Each wig may differ slightly in undertone, density distribution, strand texture, and how the hair responds once washed or styled. Even wigs with the same name or description will not be identical in finish.

These variations do not affect quality, longevity, or craftsmanship. Our construction standards remain consistent across every unit. The individuality you may notice is a reflection of real hair behaving naturally, not a fault.

By purchasing raw hair, you acknowledge and accept these natural nuances as part of the product’s character and value.

Is My Raw Hair Wig Defective?

No. Natural variation in raw hair does not indicate a defect.

Raw hair behaves like real hair because it is real hair. Differences in tone, movement, density flow, or texture between units are normal and expected. These characteristics reflect the individuality of donor hair rather than an issue with quality or construction.

All wigs are carefully inspected before dispatch to ensure they meet our standards for craftsmanship, wearability, and overall finish. Variation within the hair itself does not affect the integrity, lifespan, or performance of the unit.

If you have concerns about your order, we encourage you to review the product description and aftercare guidance first. Should you still need support, our team is always happy to review clear photos and assist where appropriate.

Virgin Hair & Natural Variation

Our virgin hair wigs and bundles are made from 100% human hair that has been gently processed to enhance consistency while preserving quality and longevity.

Virgin hair is steam processed to create a uniform texture and tone, however it is not artificial or synthetic. Because the base hair is still sourced from real donors, subtle variation between units is normal.

You may notice slight differences in:

• Softness and movement

• Density distribution

• How the hair behaves after washing

• How the texture settles over time

These nuances do not affect the overall quality or lifespan of the unit and are not considered faults.

Is My Virgin Hair Wig Defective?

No. Minor variation in virgin hair does not indicate a defect.

Virgin hair is processed for consistency, but it is not mass manufactured to be identical. Each unit is constructed by hand and may settle differently once worn, washed, or styled.

All virgin hair wigs are inspected prior to dispatch to ensure they meet our standards for construction, finish, and wearability. Natural differences in movement, texture response, or appearance are expected and do not impact performance.

If you have any concerns, we recommend reviewing the product description and care guidance. Our team is always happy to review clear photos should further support be needed.

All services — including but not limited to Wig Laundry, Customisation, Revamp, and Repair — are non-refundable once payment has been made.

Our team begins processing your order immediately to ensure timely completion, and for this reason, cancellations or refunds cannot be offered once your booking or payment has been confirmed.

If an issue arises with your service, please contact our support team within 48 hours of receipt so we can assess and assist where possible.

Service Adjustment

Upon receipt of the hair, if any changes to the requested service result in a reduction of fees, the balance will be issued as store credit to apply toward a future order.

If the requested changes result in an increase in cost, an invoice for the difference will be issued and must be settled before work continues or the unit is shipped.

This ensures transparency and flexibility while maintaining the smooth completion of your order. 🖤

Once your order has entered processing, the Express Service fee becomes non-refundable — even if the order is later cancelled or modified.

If we are unable to fulfil the 10-working-day timeframe due to internal delays, the Express Service fee will be refunded (unit price remains unchanged).

Due to the instant nature of digital downloads, all digital products (including guides, e-books, and templates) are strictly non-refundable and non-exchangeable.

Once your purchase is completed and the download link has been provided, we are unable to issue a refund under any circumstances.

Please read carefully before purchasing.

1. Personalised & Made-to-Order Item
This product includes:

A personalised “Happy Birthday” magnetic gift box
A personalised message card
A Toniasunits digital gift card

Under the Consumer Contracts Regulations 2013, personalised and made-to-order goods are exempt from the standard 14-day cancellation period.

As this item is customised specifically for the recipient, it is non-refundable and non-returnable once purchased, except in the case of confirmed fault or damage.

2. Digital Gift Card
This bundle includes a Toniasunits digital gift card.

Under UK law, digital content delivered electronically is non-refundable once issued and activated.

Once the gift card has been generated and sent:

It cannot be cancelled
It cannot be refunded
It cannot be exchanged for cash
It cannot be replaced if lost or forwarded incorrectly

By completing your purchase, you agree to immediate digital delivery of the gift card component and acknowledge that your right to cancel is waived once issued.

3. Wig Care & Hygiene Products
Due to hygiene and safety reasons:

Hair care products
Accessories
Consumable items (including chocolates and mini bottles)

are non-refundable unless faulty.

We do not accept returns for change of mind.

4. Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery at info@toniasunits.com with:

Your order number
Clear photographs of the issue

Where a fault is confirmed, we will offer a replacement or appropriate resolution in line with your statutory rights.

5. Order Amendments
Personalisation details must be finalised at the time of purchase.

Changes cannot be guaranteed once production has begun.

We know how easy it is to miss a code or notice something you ordered go on sale later. While we always want our community to feel looked after, we’re unable to make any price amendments once an order has been placed. All offers and discount codes run for a set time and need to be applied at checkout.

To keep everything fair and consistent, a few guidelines help us keep things simple for everyone:

• Only one discount code can be used per order

• Codes can’t be combined with automatic promotions

• Discounts can’t be applied after an order is confirmed

• Prices during promotional events may change and can’t be matched before or after the sale

• Custom Made, Essential Edit and Iconic Series each follow their own promotional windows when offers are available

If you ever want help keeping an eye on upcoming edits or choosing the best option for what you’ve been eyeing just send us a message. We’re always happy to guide you 🖤✨

Due to the intimate nature of wigs and lace products, all returned units are carefully inspected under bright lighting and magnification before refunds are approved.

Units returned in a condition that suggests they have been worn beyond reasonable inspection may be refused or subject to a deduction reflecting the loss in value of the item.

Orders placed using Klarna, Clearpay or PayPal Pay Later remain subject to our standard return policy.

Entering into a Buy Now Pay Later agreement does not pause or cancel your payment obligations with the provider.

If a return is approved:

• Toniasunits will issue the refund to the payment provider

• Your instalment schedule will then be adjusted by the provider

Please note that payment processing fees charged by third party payment providers are non refundable to us, therefore the processing deductions outlined in this policy will still apply.

For questions relating to payment schedules or instalments, customers should contact their provider directly.

If a payment dispute or chargeback is opened with a payment provider before contacting us, the order may be temporarily suspended from refund or exchange eligibility while the dispute is investigated.

We always recommend contacting our team first so we can resolve any issue quickly.

Opening a dispute does not automatically cancel an order or guarantee a refund.

By placing an order with Toniasunits, customers confirm that they have reviewed and agreed to our delivery and returns policy prior to checkout.