REFUND POLICY
CLICK HERE TO SUBMIT A RETURN REQUEST
We exercise a strict quality process to ensure that you receive the best quality items. There are no refunds on items which have not been returned to our specified returns address (different from our mailing address) and not without an initial assessment.
Items must be returned within 14 days of the date your order was delivered- Unauthorised returns will be refused / disposed or kept until a new shipping fee to the original address on the receipt has been paid
- Custom/ pre-order products are non-refundable
- Item(s) also needs to remain in pristine condition, with the curl pattern undisturbed/ pulled - allowing it to be fit for resale.
We will not accept any returns of any products where the seal holding the hair together has been untied or cut off. In the specific case of items containing lace i.e. our Wig Collection, Closure Collection or Frontal Collection, they will not be accepted for returns if they have been worn, styled, cut (lace or hair), or had products or modifications have been applied to them such as glue, hair products, colouring, customisation of the hairline or the bleaching of knots. In a case where any of these conditions are not met, we reserve the right to refuse an return.- All returns shipping and handling costs will be at the customer's expense therefore we suggest sending through a courier that provides tracking information and delivery confirmation since we are not responsible for loss or damage of parcels
- We must receive the merchandise before a refund can be made. A return should take no longer than 7-10 working days to be processed back with us and refunded to your account. This includes review times with our warehouse and processing times with your chosen payment method
ORDER CANCELLATIONS
Orders are processed immediately to ensure we can deliver to you as soon as possible. For this reason, orders cannot be cancelled/ modified once placed.
REFUND / STORE CREDIT
We accept refunds back to the original payment method and also store credit. Such orders will need to be returned within 14 days of receipt and will also be subjected to a payment processing fee of 4% (unless store credit) as these fees are also not refunded back to us from the chosen payment processor selected at checkout. Postage fees will also be deducted before a refund is authorised. If you would prefer store credit to returns for change of preference, this will be valued in full to be used within 12 months. Please also note that store credit orders will be subject to a new shipping cost.
In the rare occasion that you are unhappy due to the defect of your product, after assessment we will agree to a full refund or exchange for another product of equal value.
HOW TO RETURN
Please find attached a link to our streamlined returns portal where you’ll be able to book in your return request as per your preference. We’ll be sure to approve and process your return as soon as possible for you.
