Returns & Exchanges

Do you have a return policy ?

We offer a return policy on all hair products. If you are not satisfied with your purchase, you can request an exchange or a full refund within 14 calendar days of receipt. We generally have very low return rates as our hair products are of the highest quality and have undergone extensive quality control during production and before dispatch. We do understand however that in some cases you may wish to request an exchange or refund of your order and we are more than happy to accept your request as long as the product has not been opened, worn or tampered with. We also provide 30 day returns for faulty/damaged goods although our products are very carefully checked before dispatch.

May I return my order?

We are more than happy to accept 14 day returns on hair products that have not been opened, worn or tampered with and include the original tags and packaging. Unless faulty or damaged, you may return your products only if they have been not been opened and not taken out of the packaging.

Why can I not return opened hair products ?

Due to hygienic reasons reasons hair products cannot be returned unless faulty or damaged. Hair extensions and wigs are considered to be hygienic products. We take matters of hygiene very seriously and due to public safety reasons we cannot allow opened items to be returned for the safety of all of our customers. You will find that this is common policy across all hair extension and wigs suppliers.

How do I make a return?

The first thing to do is contact us via email or phone 0800 612 6946 within 14 days of receiving your item and request an exchange or refund. Once we approve your return and provide a return address you can send the products back to us via recorded delivery. Do not post anything back without obtaining authorization as your return will be rejected. All products must be shipped back unopened in the original packaging and the packaging must not be damaged in any way or the return will not be accepted. All returns must be accompanied by a copy of your original invoice. In case of exchange, please insert a clear note indicating the item you wish to exchange to inside the parcel.

If the exchanged product is of a higher value we will need to collect the payment difference before we ship the exchanged product and in case of a lower value the difference will be refunded back to your payment method. Once we receive your parcel your items will be inspected to see if you qualify for a return. Upon successfull inspection your full refund or exchanged will be processed minus any shipping costs. Unfortunately, opened merchandise will not be refunded or exchanged. In that case the customer may choose to have the item send back to them.

Do I have to pay for the shipping cost of my return?

You will need to return the goods at your own costs unless the products are faulty or damaged. We strongly recommend that you send your return with a tracked delivery service because we cannot be responsible for lost returns. If this is an international return request please do not forget to indicate on package “Returned product, No Duties” otherwise your parcel will not be accepted.

When will I receive my refund or exchange?

A full refund or exchange will be processed within 5 working days after we have received, inspected and confirmed that the returned products were not opened and taken out of the original packaging. The refund will be issued to your original payment method and the exchange will be posted to your original shipping address

What is the return period?

We will provide a full refund or exchange on unopened/unwanted hair products within 14 days from the date that you received your order. We will also provide 30 days return for faulty/damaged goods fully complying with the EU Consumer rights directive.

May I return my products without contacting you first?

No. You must contact us prior to sending your return as we will need to approve it and provide a return address.Please note that refunds or exchanges for merchandise returned without contacting us first will be rejected.

How may I contact you?

You may contact us by e-mail at and we will aim to reply to you within 24 hours. Or simply call us free on 0800 612 6946.