Returns & Shipping Policy

Updated: 20th August 2024

Shipping

Packaging and Delivery

All purchases are packed with supplier packaging. Please items can take between 7 -10 working days to arrive in Australia from our international suppliers, from here will will express ship your purchases. For international purchase there may be a longer delay due to customs, however we will work to ensure you are updated throughout the delivery process. If you have any problems please do not hesitate to contact us at: [email protected]

Shipping Costs

Destination Shipping Costs (AUD)
Australia

$16.50 Express Post
International $30.00 Flat Rate

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

  • Refunds can only be issued if the packaging is in its original state and the hair system is unworn and unaltered (no cutting, no trimming, no dying of the hair system)

Upon reception of your hair system, kindly inspect thoroughly, before any alterations such as cutting the lace, trimming the hair, or dying the hair system.

Please note wigs and toppers are intricately handmade and do not last forever. Hair shedding is normal part of the lifespan of each piece. Viable hair shedding can indicate the end of a piece’s lifespan. We ensure you are educated on the care and maintenance needed to get as long a life out of each piece as possible. The home care and maintenance are your responsibility, and the lifespan of your hair system will depend on how it is worn and cared for at home.

Non-Receipt of Product

If you do not receive your product(s) ordered by you within 10 days of the date on which they were dispatched to you, please contact us at: [email protected]

Returns

We accept returns under the following conditions;

  • Contact us immediately if you are unsatisfied with your item.
  • Item is returned within 14 days of purchase.
  • Item must be unaltered, unworn, unwashed and in original packaging with lace intact.
  • Please contact us first to initiate a return order before shipping any item and provide receipt or order number of purchase.
  • Eligible items will be valid for a refunded or store credit.

AFTERPAY FEES –  When payment is made using Afterpay, all fees from Afterpay will be your responsibility in the event of a return.  Your refund will have these fees deducted.  Bank details will be required to enable a transfer of your refund for Afterpay transactions.

Hair products utilise colour chart / colour swatches along with photos which may vary slightly from actual colours. Due to the digitising process and screen monitor displays the actual colour may differ slightly. Return of products due to these slight inconsistencies will also result in a 15% restocking feel of the total amount paid and postage at your expense.

No returns or exchanges are permitted on sale items.

Faulty/Defective Goods

We take great care in the dispatch and packaging of our product(s). In the unlikely event it/they arrive(s) in disrepair, be faulty or deemed not to have been produced in line with the agreed brief or specifications, or if you have received an incorrect product(s) please contact us at: [email protected].

If you notify us you have received a faulty product(s), we will ask you to return the product(s) to us and once, acting reasonably, we have examined the product(s) and confirmed it is a faulty product(s), we reserve the right to replace the product(s) and refund your postage for return.

To accept returns due to faulty manufacturing we require all packaging materials and tags to be still attached. You must inform us of your intent to return your product(s) within 7 working days after taking delivery.

Electrical Items & Hair Care Accessories

Electrical items will only be exchanged or repaired as per the manufacturer’s warranty. If you have opened and used any of your hair care product(s) we are unable to accept returns. 

Return Time/Delivery/Packaging

You need to return the item within 7 days of taking delivery.

Products not returned within this time period, or without the tags attached and the original packaging materials, may be rejected and sent back to you at your expense. We also reserve the right to reject a return if the item presents signs of wear – relatively easy to detect.

No returns or exchange available for sale items.

Return Costs

All shipping costs involved in a return are your responsibility, unless we deem a fault or defect, upon which we will reimburse return costs, all returns (except faulty products) incur a 15% restocking fee.

A replacement or refund will occur after we receive the product(s) and approve either the sending of a replacement or a refund.

Special Order Returns

A minimum deposit of 50% is required for all special orders. The value of the 50% deposit is non-refundable. Special orders cannot be cancelled once order has been placed with wholesaler.

If a special order is cancelled by the client, all deposits paid will be forfeited. 

The above terms also apply to all instore, online and/or phone purchases.  The 50% deposit is credited onto your account with us and in the event you choose to not go ahead with the original purchase, this credit can be used for other purchase/s

How to Contact Us

We are here to any questions you may have. You can contact us via:

Email: [email protected]

Phone: +61 481 747 113.