Returns and Exchanges

Returns 

Under the Consumer Contracts Regulations, customers have the right to cancel and return their order within 14 days of delivery.

However, this right does not apply to goods that are sealed for hygiene reasons once the seal has been broken. Due to the hygienic nature of hair products, we do not accept returns or refunds for any item that has been opened, unsealed, used, installed, or altered in any way. This includes dissatisfaction with colour, texture, length, or style

Non-returnable items 

The following items are non-returnable and non-refundable:

Raw hair products (made to order)

Custom or made-to-order items

Any item with removed or tampered hygiene seals, tags, or packaging

Sale or promotional items

Faulty or Damaged Items 

If an item arrives faulty or damaged, you must contact us within 48 hours of delivery.

The item must be unused and unaltered, and photographic evidence will be required. Where a fault is confirmed, a refund or replacement will be provided in accordance with UK consumer law.

Lost or Missing Parcels

If a parcel is confirmed as lost in transit, we will open an investigation with the delivery company on your behalf. Courier investigations can take up to 14 working days (and longer for international orders). During this time, we are unable to issue a refund or replacement.

Once the courier confirms the parcel is officially lost, we will offer a replacement or refund in line with UK consumer law.

We are not responsible for parcels marked as successfully delivered by the courier, including deliveries to the address provided or to a nominated safe place. Customers are responsible for ensuring delivery details are correct at checkout. We cannot be held liable for loss due to incorrect or incomplete address information.

Returns Process

All returns must be authorised before being sent back.
Unauthorised returns will not be accepted. Return shipping costs are the customer’s responsibility.

Refunds

Approved refunds are issued to the original payment method.
Please allow 5–10 working days for the refund to appear.

International Orders

Customers are responsible for all customs duties, taxes, and return shipping costs.
Customs charges are non-refundable.

Contact

If you are unsure whether a product is suitable before placing an order, please contact us for advice.