THE FULFILLMENT PROCESS
For Virgin Hair/ Wigs/ Beauty Essentials
- You pay for your order
- You will receive an Order Confirmation Email
- The Processing period begins. Processing time is 3-5 business days. 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 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 delays during sales periods & holidays.
Wigs: ALL SALES ARE FINAL. Due to the nature of the product, refunds will not be issued. What is the nature of this product? Hair extensions/Wigs. Hair extensions cannot be resold after being handled or worn by the buyer. For this reason, ALL SALES ARE FINAL.
• If you have placed an order and would like to cancel your order, there will be a £15 administrative flat rate fee deducted. Cancellations are only accepted within 48 hours of original purchase date.
• Returns are only accepted when you have received the wrong items.
• Clothing items can only be returned for a replacement if they are still in their original package and have not been worn, always contact us to get a return code and return address.
- Coronavirus update: Due to the current pandemic, we are not able to temporarily accept exchange or returns on all items especially clothing items. This is to keep our customers and staff safer during this period.
(International) 5-10 BUSINESS DAYS via DHL or 1-3 days using FedeX. We cannot ship internationally to a postal box or mailing centre. A physical address is required. CUSTOM FEES may apply.
Customers are responsible for custom charges if applicable. Some countries put a tax on orders that come in from other countries. This is a fee that you, the buyer, are responsible for. It is vital to research or understand the customs fees where you live. In some counries, you may be required to pay the fee before you can pick up your package(s). Also, when the package is being held in customs it may take an additional 1-5 days for them to inspect the package.
Depending on the chosen shipping class at checkout, some packages will be insured against loss or theft and we will make a claim on your behalf to retrieve the cost of the purchase.In case of theft , you will be required to provide a police report to back up your claim. Instruction will be provided if required.
Otherwise we are NOT responsible for any lost or stolen packages. You will not receive a refund for lost/stolen packages. Your order will not be replaced.
• All dispatched orders will have an associating tracking number. Hermes/Royal Mail updates their system every time they put their hands on your package.
• If you will not be home on the expected arrival date/time, you can request to reschedule delivery of your package, more info can be found on courier website or we miss you card.
After 3 attempts to deliver your package and you aren’t available, it will be returned and you may be charged for the return, in this case you will also be charged for it to be resent to you.