Refunds and Exchanges
Our policy lasts 14 days, so If 14 days have gone by since your item was delivered, sorry but we can’t offer you a refund or exchange!
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. However, we do not offer returns or exchanges on sale or discounted items.
We do not offer free shipping labels nor do we offer shipping refunds.
*PLEASE NOTE THAT ALL HAIR FROM THE PREMIUM HUMAN HAIR COLLECTION CANNOT BE RETURNED ONCE IT HAS BEEN TAMPERED WITH.
To complete your return, please mark which items you would like returned on your invoice and why, include your full name and order number or channel ref also (important) without this information, we cannot identify your order .
Send your items to:
1000 North Circular Road
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery
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.
Late or missing refunds
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.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Unfortunately we do not allow cancellations once an order has been made as the orders are usually instantly processed. This rule also applies to pre orders and subscription orders. You can however choose to return your order once delivered. Your refund will be processed once we receive the product.
If you need to exchange an item, please send the item (along with a note specifying your order number, your name and what items you would like to exchange to on your invoice) to :
1000 North Circular Road
or send us an email at firstname.lastname@example.org
If the items are not defected or damaged, once received, we will refund the cost of the returned item/s. You will be required to make a new order with your desired items.
If you have a subscription account, you acknowledge you agreed to the 'recurring bill' instruction at checkout. You can cancel your subscription independently through your personal portal whch would have been emailed to you (please check your junk mail also). Subscription orders cannot be cancelled or refunded once already placed unless returned.
If the item was marked as a gift 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.
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 over £60 or $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.