Check out our FAQs for your convenience, however if the answer isn't there, drop us a note through the contact form at the bottom of this page and we shall respond ASAP!
Influencers, collaborations, sponsorships and marketers
We receive many requests to review, promote, collaborate, sponsor or advertise. We appreciate your interest in our products however, we will only send PR packages to artists we already have an active relationship with and support our brand. Customers who wish to be considered for collabs or PR should tag us in their work featuring our products on social media. We kindly request that visitors do not contact us to ask for samples or free products, collabs or sponsorship.
Delivery Times
We are based in the UK and aim to ship orders the same day, but guarantee to ship within 72 hours. You will receive an update once shipped, check this email for tracking information. Please note your mail provider may only keep your item for a period of time, we recommend collecting as soon as possible to avoid them returning, as shipping fees will be payable to resend.
Shipping is through Royal Mail and the delivery time will vary depending on weekends and holidays.
UK - next day (allow up to three working days)
Europe - 4-10 days (allow up to 21 working days)
Rest of the World - 5-14 days (allow up to 28 working days)
Shipping is through Royal Mail and the delivery time will vary depending on weekends and holidays.
UK - next day (allow up to three working days)
Europe - 4-10 days (allow up to 21 working days)
Rest of the World - 5-14 days (allow up to 28 working days)
Delivery charges
We offer flat rate shipping options through Royal Mail, if you prefer an alternative delivery option; please contact us prior to ordering as we are happy to accommodate requests. You can find your shipping rate by viewing your cart once an item has been added.
UK - £8.95 flat rate - Free for orders over £75 with code FREESHIP
Europe - £15.95 flat rate
Rest of the World - £29.95 flat rate
UK - £8.95 flat rate - Free for orders over £75 with code FREESHIP
Europe - £15.95 flat rate
Rest of the World - £29.95 flat rate
Packaging
All orders are sent out in plain packaging with no external advertising, only a small return address is visible on the Royal Mail Label which states the company name. We try to be responsible with packaging and majority of mail is sent in recycled and recyclable materials.
Returns
Please note the nature of our products have hygiene concerns, so we must discuss any return with you prior to you sending as the item must be in brand new, resalable condition. We inspect all products before shipping to ensure they are satisfactory and to avoid customers receiving faulty items.
Please choose wigs with extra care, you should never try a wig on without a wig cap due to hygiene. If a mistake has been made with the colour or style please do not try the wig on and contact us within 24 hours of receipt and provide photographic evidence that the wig is in original manufacturer condition. If the wig has been worn, the manufacturer curl pattern disturbed or the lace altered, we unfortunately cannot accept a return and if found to not be in perfect condition, we unfortunately will be unable to accept.
Any returns that we agree to accept must be in perfect condition, unused and in their original, unopened packaging for hygiene purposes. We recommend returning via a traceable delivery service as we unfortunately cannot be held responsible for loss or damage to goods in transit. All returns are subject to a 20% restocking fee.
Once a return is received, we will need to inspect to confirm satisfactory then refund the value of the item minus 20% restocking fee, or we will ship your exchange item as agreed prior. You will need to cover your return shipping fees and the original order shipping fees are non refundable. If an item is not in perfect condition when we inspect, you will be liable for the cost of return should your item be rejected to return to you or disposed without refund.
We cannot accept returns at all on any styled wigs from our website or made customised to your specifications.
Please choose wigs with extra care, you should never try a wig on without a wig cap due to hygiene. If a mistake has been made with the colour or style please do not try the wig on and contact us within 24 hours of receipt and provide photographic evidence that the wig is in original manufacturer condition. If the wig has been worn, the manufacturer curl pattern disturbed or the lace altered, we unfortunately cannot accept a return and if found to not be in perfect condition, we unfortunately will be unable to accept.
Any returns that we agree to accept must be in perfect condition, unused and in their original, unopened packaging for hygiene purposes. We recommend returning via a traceable delivery service as we unfortunately cannot be held responsible for loss or damage to goods in transit. All returns are subject to a 20% restocking fee.
Once a return is received, we will need to inspect to confirm satisfactory then refund the value of the item minus 20% restocking fee, or we will ship your exchange item as agreed prior. You will need to cover your return shipping fees and the original order shipping fees are non refundable. If an item is not in perfect condition when we inspect, you will be liable for the cost of return should your item be rejected to return to you or disposed without refund.
We cannot accept returns at all on any styled wigs from our website or made customised to your specifications.
Loss/ DAMAGE IN TRANSIT claims
If your package is lost in transit we will submit a claim to Royal Mail who handle our deliveries. Please note that Royal Mail have internal scan codes on all packages and will prosecute if a fraudulent claim is identified, so please check your package has not been placed safe by anyone who may have access to your mail or accepted by a neighbour. Please check Royal Mail for delivery allowance times for the service you selected as unfortunately they will not investigate until the time frame has passed. Deliveries may take longer during public holidays or busy periods.
If your package is received damaged and products have been broken, please take photographs of the packaging and the affected products, we will need these to replace your item/s as Royal Mail request evidence to accept a damage claim.
If your package is received damaged and products have been broken, please take photographs of the packaging and the affected products, we will need these to replace your item/s as Royal Mail request evidence to accept a damage claim.
Privacy policy
We value your privacy and we do not share your information with any third party. You will receive an email to confirm your order and to advise when your order has been shipped. We may update new customers about the next available value event where products are greatly reduced and in your best interest for savings. Please contact us if you would prefer we did not.
Checkout issues
We have two payment options available, Square is one of the worlds most secure payment gateways with outstanding anti-fraud software to protect consumers money. If you experience a problem during checkout, one of the most common problems is customers entering their delivery address in the payment address. Please check your bank have your up to date address. You will need to enter the address to which your card is registered to, even if the delivery address is different.
Your bank may have a policy to temporarily pause funds for the value of the failed transaction value. Please rest assured that this is a policy adopted by most banks to protect their customers money. After 48 hours you will notice any pending funds will automatically be updated and the failed transaction will not appear on your statements, we do not receive failed order notifications nor any funds.
We also offer PayPal, the simple, secure and easy way to checkout. If you experience a problem with connecting to Paypal, please check your browser is up to date and pop ups enabled for you to be transferred to PayPal. If for any reason you experience checkout details, we will happily assist you in manually taking your order through email and sending you a PayPal invoice to pay. Please list the products your require (including options), quantities and postal preference.
Your bank may have a policy to temporarily pause funds for the value of the failed transaction value. Please rest assured that this is a policy adopted by most banks to protect their customers money. After 48 hours you will notice any pending funds will automatically be updated and the failed transaction will not appear on your statements, we do not receive failed order notifications nor any funds.
We also offer PayPal, the simple, secure and easy way to checkout. If you experience a problem with connecting to Paypal, please check your browser is up to date and pop ups enabled for you to be transferred to PayPal. If for any reason you experience checkout details, we will happily assist you in manually taking your order through email and sending you a PayPal invoice to pay. Please list the products your require (including options), quantities and postal preference.
Product guidance
Packaging is kept simple. Please use products with care and responsibility as we unfortunately cannot accept liability for your use in application, wear, removal or disposal.
INTERNATIONAL DUTY AND IMPORT TAX
International customers outside of the UK may need to pay customs and duty tax on receipt of items. We do not apply these charges, your countries customs will apply any charges they need to and your mail handler may include an additional handling fee for collecting these charges. This is completely unavoidable, beyond our control and we cannot accept responsibility for any import costs applied to your order.
We encourage our customers to research payable taxes and handling fees applied by their national mail provider. If fees are not paid, your mail provider may return items to us or destroy your order. We cannot accept liability for any fees incurred or refund any orders where fees are unpaid and returned to us.
We encourage our customers to research payable taxes and handling fees applied by their national mail provider. If fees are not paid, your mail provider may return items to us or destroy your order. We cannot accept liability for any fees incurred or refund any orders where fees are unpaid and returned to us.
Corporate clients
We do offer business to business solutions. Please contact us to discuss your order expectancy for your personalised rates.
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