Frequently Asked Questions

FAQs

Answers to Common Orders and Shipping Questions

How long does it take for me to receive my order?

Order processing times including delivery are within 10 working days for shipping within the UK and 10-15 working days for international shipping. If you cannot wait for these times, please review your order

How do I track the status of my order?

Once your order is ready to ship, you will receive a tracking number via email.

Will you keep my credit card information on file?

All credit card details are kept and processed by our payment processor Stripe over a secure SSL connection and encrypted with AES-256.

You can remove your card at any time.

Do you charge VAT or Sales tax?

No.

Do you ship to my country?

We ship to most countries in the world. For international deliveries, we use DHL, and for shipping within the UK, we use Royal Mail.

Will my items come in one package?

Yes. If you order more than one wig you will receive them together.

Returns and Exchanges

What is your returns policy?

Please see our terms and conditions page.

My order arrived damaged

We package our wigs carefully. First, they are placed in a plastic bubble bag and then a box. Once our wigs leave our warehouse, we are not liable for any damages caused by the courier; you would need to take it up with them.

Where should I mail my authorized return?

Depending on the country, drop us an email and we’ll send the details over to you.

How do I receive customer support?

For any inquiries please feel free to email Customer Care and you will receive a response within 24 hours.

What do I do if I entered an incorrect shipping address?

Please email support right away or chat with us on WhatsApp so we can adjust any shipping details. You can also adjust your shipping details from the My Account page and notify us via email.

Can I change or cancel an order after I've submitted it?

Due to our wigs being customized specifically for each client and hygiene reasons, once an order is paid for you will not be able to cancel your order.

Can I pre-order an item that is sold out?

Yes. Details of when the wig will be available will be in the description box so please read carefully before ordering.