We exercise a very strict quality control process to ensure that our clients receive only the best quality hair. There are no returns or exchanges upon items which have not been returned to our specified returns address (different from our mailing address) and not without an initial assessment. Unauthorised returns will be refused and kept until a new shipping fee to the original address on the receipt has been paid. We can only accept the item back for a return and so long as its its successfully returned back to us within 14 days of the date your order was delivered. The item(s) also needs to remain in pristine condition, with the curl pattern undisturbed/ pulled - allowing it to be fit for resale. The 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 or exchanges 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 or exchanges 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. Custom products, coloured jobs and installation services are non-refundable. Alternatively If, for any reason you are unhappy due to the defect of your product(s) purchased, after assessment we will agree to a full refund or exchange for another product of an equal value.
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 an exchange/ 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 transit time to the warehouse and processing times with your chosen payment method. An exchange processing time will be dependant on the item requested for exchange and inventory levels against standard or pre-order items.
Regarding custom made/ pre-orders, once a payment has been made, customers have a thirty minute window to modify or cancel their orders. After this time frame, orders cannot be cancelled as your order would have already started processing with our suppliers. Please contact us as soon as possible if any changes needed to be made. If you would like to cancel your order before we have begun processing your order, this can be cancelled at no extra charge for an exchange to the original amount paid or a refund minus transaction fees. If our suppliers have already begun processing your custom order, any cancellation would be subject to a 15% fee against the item as we also incur the same costs.
EXCHANGE / STORE CREDIT
If you would prefer an exchange due to a change of mind/preference, this may also be honored within 14 days of receipt so long as the original item is still in pristine condition with the hair texture/ curl pattern unpulled/ undisturbed and in it's original packaging and can be exchanged for another product of equal value or can be returned in lieu for full store credit to its value within 14 days of purchase. A mandatory new postage fee will have to be paid. We'll be happy to exchange your order to the same value or price differenced or alternatively issue you with a credit note for the value of your order minus postage cost to be used within 12 months. Please also note that your new / exchanged order will be subject to a new shipping cost.
REFUND / STORE CREDIT
For unwanted/ change of mind orders requesting a full/ partial refund back to an original payment method rather than store credit or exchange, such orders will need to be raised within 14 days of receipt and will also be subjected to a payment processing fee of 4% 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.
HOW TO RETURN
Please find attached a link to our streamlined returns / exchange 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.