We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for exchange.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return process, you can contact us at firstname.lastname@example.org quoting your order number. If your reason for return is accepted, we’ll send you a return address. Items sent back to us without first requesting a return approval will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products and underwear such as wigs and bra/pants, and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items.
Send the item(s) back, once received we will send a store VOUCHER in the equivalent of the total cost of the returned items. T&C may apply.
If the item was sent to you free of postage fee, you as the customer will be responsible for the cost of shipping.
For orders that haven't been dispatched, We will notify you as soon as the refund is initiated and you’ll automatically be refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You pay for your order
You will receive an Order Confirmation Email
The Processing period begins. Processing time is within 24 hours. Business days exclude weekends and holidays. Processing period is extended for Wigs. Processing period is extended 1-5 Business days during a sales period. (More info below)
After the processing period is over, your shipping label will be created
You will receive an Order dispatch email. Your tracking number will be included in the email.
Your package is shipped off via Hermes/TNT/DX/Royal mail First class post (1-3 business days UK) (3-10 business days International) PROCESSING TIME (for Virgin Hair & Wigs)
In a situation whereby we do not have the particular hair in stock, this is the time it takes to receive hair from our trusted vendors and enough time for Quality control. It allows us to test out all bundles to make sure they meet our quality standards.
Anything we find wrong will immediately be fixed by contacting our vendor and having them send out new bundles if necessary to ensure that you receive the BEST product.
Once your order has been processed, you will receive your tracking number via email. This will be the same email you used when you placed your order. Make sure you check your spam folder and wait after 5 business days have passed before contacting us.
All wigs are custom made and could take between 7-15 working days depending of the style or extended during sale period.
Shipping time occurs after the processing period has finished depending on shipping class selected at checkout.
• (United Kingdom) 1-3 BUSINESS DAYS VIA Hermes/Royal Mail First class post
• (International) 5-10 BUSINESS DAYS via DHL/FedeX/TNT
• This time does not include the processing period.
• Expect slight delays during sales periods & holidays.