Our policy lasts 3 days. If 3 days have gone by since your purchase has arrived, unfortunately we can’t offer you a refund or exchange.
- We also do not offer returns on orders that have used a discount code and/or discounted items.
- You can apply for an exchange and choose items to the value of your initial basket
- We also do not offer refunds due to order delays as we are a luxury retailer and all our items are custom made, so may incur delayed delivery
- We do not offer exchanges on 360 frontals
To apply for a return or exchange, please submit a request via email to firstname.lastname@example.org, further information will be requested and then if your return or exchange is approved, you will be provided with a specific address.
Your item must be unused and in the same condition that you received it. It must also be in the original packaging as well as in it's original form.
Several types of goods are exempt from being returned and can only be exchanged:
Items using a discount code
Altered items (clip-ins)
Custom coloured items - e.g custom colour bundles. We do not provide refund on hair that has been custom coloured by us via customer request under any circumstance
To complete your return, we require a receipt or proof of purchase and an approved returns request.
Refunds (if applicable)
Refunds can only be applied for once you have received the hair.
Refunds based on late delivery claim when within the delivery time or due to missed delivery will not be accepted as a basis for refund
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.
Refunds cannot be processed when hair has been shipped and/or there is a delay, it has to arrive to you first.
We do not offer refunds on accepted altered orders
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 email@example.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email with clear, natural-light pictures along with details to firstname.lastname@example.org
If the item was marked as a gift card when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, an address will be provided to you
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.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you must use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and are not responsible for you losing the product due to using an untrackable service or having no receipt.