Customer support

Returns & Refunds

If something is not right with your order, we will make it right. Here is exactly how our returns work.

What can be returned

Simple, fair and clearly explained

7-Day Window

You have 7 days from delivery to request a return on eligible items — just message us with your order details.

Unopened & Unused

Hair care, beauty products and fragrances must be unopened, unused and in their original packaging.

Hygiene Policy

For hygiene and safety reasons, wigs that have been installed, cut, tinted or worn cannot be returned.

How to start a return

Three steps and it is on its way back

1. Message us on WhatsApp or email with your order details and the reason for the return.
2. We confirm eligibility within 24 hours and send you the return address.
3. Send the item back in its original packaging — we refund or exchange within 5 working days of receiving it.

Start a return Contact support

Refund timelines

Once your return arrives and passes inspection, refunds are issued to your original payment method. Card refunds usually appear within 5 – 10 working days depending on your bank, and bank transfers are processed within 3 working days.

Damaged or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us within 48 hours with a photo and we will replace it or refund you in full — including any delivery charge.

Exchanges

Prefer a different shade, length or fragrance? We are happy to exchange an eligible unused item for another of equal value. Any price difference is settled before we dispatch the replacement.