Returns & Refunds

Your right to return

You have 14 days from receiving your order to tell us you want to return it, and a further 14 days to send it back.

Contact us before sending anything back. Items returned without prior arrangement cannot be accepted, because we have no way of knowing whose they are.

Condition it must be in

To be returnable, hair must be in exactly the condition it arrived: lace uncut, ties and tags still on, unworn, unwashed, not coloured, not cut and not styled.

Once lace has been cut or a unit has been installed, it cannot be returned under any circumstances. That is a hygiene rule, not a preference.

What cannot be returned

Custom-made units, anything coloured to your specification, clearance and discount hair, and gift cards are all final sale.

Services already carried out cannot be refunded. If you are unhappy with an install, tell us within seven days and we will look at it and put right anything that is our fault.

Faulty or wrong items

If we sent the wrong thing, or it arrived faulty, that is on us. Contact us within 48 hours of delivery with photographs and we will cover return postage and replace or refund it.

Excessive shedding within the first two weeks of normal wear counts as a fault. Shedding after colouring or heat damage does not.

Exchanges

We do not process direct exchanges. Return the original for a refund and place a new order, which is faster and means you are not waiting on two parcels crossing.

How refunds are paid

Refunds go back to the original payment method within five to ten working days of us receiving and checking the return.

Original delivery charges are not refunded unless the item was faulty or we sent the wrong one. Return postage is yours to pay unless the return is our fault.

Appointment deposits

Booking deposits are non-refundable. Give at least 72 hours notice to reschedule; the deposit can only be moved to another appointment within the same month.

The full booking policy is set out on the book page.