Refund policy
We are committed to transparency and clarity so you can shop with confidence. Due to the nature of our products and services, different consumer laws apply depending on what you purchase.
Please read this policy carefully in addition to our Delivery&Returns page before placing an order.
Custom Made Wigs
Custom made wigs are created specifically to your chosen specifications. This includes, but is not limited to, cap size, lace type, colour, density, length, construction, or any bespoke adjustments requested.
For this reason, custom made wigs are non refundable, non returnable and non exchangeable once an order has been placed.
This is in line with UK consumer law, which states that personalised or made to order items are exempt from the 14 day cancellation period.
Once production has begun, orders cannot be cancelled or amended.
Ready to Ship Wigs
Ready to ship wigs may be eligible for return only if all of the following conditions are met:
• The wig is unused and unworn
• The lace has not been cut, tinted or altered
• The wig has not been styled, washed, brushed or manipulated
• The wig is returned in its original condition and packaging
You must notify us within 14 days of delivery to request a return. Items returned without prior approval will not be accepted.
Cap Size Adjustments
If you select a cap size adjustment on a ready to ship wig, the unit is altered specifically for you. Once adjusted, the wig is considered custom made and is non refundable.
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 existed at the time of delivery.
Hygiene & Safety
Wigs are hair products and, for hygiene reasons, are not suitable for return once worn, altered or unsealed.
Any item returned showing signs of wear, product use, makeup residue, scent or manipulation will be rejected and returned to the customer.
Faulty Items & Defective Goods
All wigs are inspected before dispatch. Under the Consumer Rights Act 2015, an item is considered faulty only if it does not meet legal standards at the time of delivery.
What Is Considered Faulty
A wig may be considered faulty if it:
• Is not of satisfactory quality
• Is not fit for its intended purpose
• Does not match the description provided on the product page
This applies only to genuine manufacturing or construction defects present at delivery.
What Is Not Considered Faulty
Due to the nature of hair products, the following are not considered faults:
• Normal shedding within reasonable limits
• Texture, wave pattern or colour variation
• Fit preferences or comfort issues
• Styling or install outcomes
• Personal dissatisfaction or change of mind
• Damage caused after delivery
• Alterations made by the customer or stylist
• Wear and tear
Once a wig has been worn or altered, it is legally considered accepted unless a fault existed at delivery.
Reporting a Fault
Any suspected fault must be reported within 48 hours of delivery, with clear photos and videos to allow assessment before use or alteration.
This timeframe does not limit statutory rights but ensures fair review.
Resolution
Where a genuine fault is confirmed, we will offer an appropriate remedy in line with consumer law. This may include repair, replacement or refund depending on the circumstances.
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.
Services
Services include, but are not limited to, consultations, customisation services, adjustments, or any work carried out on a wig.
Once a service has been completed or commenced, it is non refundable.
If a service is cancelled before it begins, any refund will be at our discretion and may be subject to an administration fee.
Digital Products
Digital products include, but are not limited to, guides, downloads, digital content, or online resources.
All digital products are non refundable once accessed or downloaded.
By purchasing a digital product, you consent to immediate access and acknowledge that you lose the right to cancel once delivery has begun, in line with UK consumer law.
Refund Processing
Approved refunds will be processed to the original payment method within 5 to 10 working days after inspection.
Original shipping fees are non refundable. Return shipping costs are the responsibility of the customer unless the item is confirmed faulty
International Orders
International customers are responsible for any customs fees, import duties or taxes charged by their country.
These charges are non refundable.
Buy Now Pay Later Orders
Orders placed using Klarna, Clearpay or PayPal Pay Later follow the same return conditions.
If a return is approved, the refund will be issued to the payment provider and your instalments will be adjusted accordingly.
Please note that payment provider processing fees are non refundable, and applicable deductions will still apply.
Order Cancellations
Orders may be cancelled within 24 hours of purchase.
As payment providers charge non refundable transaction fees, a payment processing deduction of up to 5% may apply to cancelled orders.
After 24 hours, orders may already be in processing and cancellations cannot be guaranteed.
Final Notes
By placing an order with us, you confirm that you have read and accepted our policies, product descriptions and processing times.
If you are unsure about suitability, sizing or product details, we strongly encourage you to contact us before purchasing. We’re always happy to help guide you.