Our returns policy
We want you to be completely satisfied with your purchase. If something isn't right, we'll do our best to make it right.
Eligibility for returns
We accept returns on unopened, unused products within 14 days of delivery. Products must be in their original packaging and in the same condition as received. For hygiene reasons, hair that has been removed from its packaging, washed, combed, or styled cannot be returned.
Faulty or incorrect items
If you receive a product that is faulty, damaged in transit, or different from what you ordered, please contact us within 48 hours of delivery with photographs and your order reference. We will arrange a free replacement or full refund at no cost to you.
How to start a return
Email [email protected] or WhatsApp 07379438705 with your order number and reason for return. We will send you a returns authorisation number and instructions within one working day. Do not return items without a returns authorisation — unauthorised returns cannot be processed.
Return postage
For change-of-mind returns, the cost of return postage is the customer's responsibility. We recommend using a tracked service as we cannot be responsible for items lost in transit. For faulty or incorrect items, we will provide a prepaid returns label.
Refund processing
Once we receive and inspect your return, we will process your refund within 5 working days. Refunds are issued to the original payment method. You will receive an email confirmation when your refund has been processed. Please allow a further 3–5 working days for the funds to appear in your account depending on your bank.
Wholesale orders
Wholesale orders are subject to the same returns policy. For bulk orders, please contact your account manager directly to discuss any quality issues or discrepancies. Custom or bespoke orders cannot be returned unless faulty.