Policy
Refund & Returns Policy
Every order is handcrafted and quality checked. Review this guide to understand how assessments, timelines, and fees are handled before you submit a return request.
Return window
Items must arrive with us within 10 days of delivery.
Condition
Units must be unused, clean, and returned with curls, clips, and ties untouched.
Fees
15% processing fee + original postage is deducted before a refund is issued.
We exercise a strict quality process to ensure that you receive the best quality items. There are no refunds on items which have not been returned to our specified returns address and no refunds will be processed without an initial assessment.
Items must be returned within 10 days of delivery. Unauthorised returns will be refused or disposed of. Custom and pre-order items are non-refundable. All items must be unused, clean, and in the exact condition received, with the curl or styling pattern completely undisturbed. Ties and clips must not be untied or cut. All return shipping and handling costs are the customer’s responsibility, therefore we strongly recommend using a courier service that provides full tracking and delivery confirmation.
If returning an item from outside the UK, your parcel must be clearly marked as a “return” to avoid import fees. We will not be liable for any fees incurred due to incorrect declaration. We are not liable for any lost, stolen, or misplaced parcels; you will need to contact your courier directly to request compensation.
All orders must be received by us before a return can be processed. A return typically takes 7–10 working days to be reviewed, approved, and refunded back to your account. This includes warehouse review times and processing times with your chosen payment provider.
Orders are processed immediately to ensure we can deliver as quickly as possible. For this reason, orders cannot be cancelled or modified once placed. Unauthorised returns or international “return to sender” actions will be refused or will incur a fee of 15% plus the original shipping label cost.
Refunds are issued back to your original payment method and are subject to a non-refundable payment processing fee of 15%, as these fees are also not returned to us by your selected payment processor. Postage fees will also be deducted before a refund is authorised. Store credit may be issued for the full product amount; however, new shipping charges will apply when using store credit.
Process
How to request a return
1. Request approval
Email us with your order number, photos of the untouched unit, and reason for return.
2. Receive instructions
We will confirm eligibility and send the authorised return address. Unapproved returns are refused.
3. Ship the parcel
Use a tracked courier and clearly label international parcels as “return.” Retain proof of postage.
4. Warehouse assessment
Allow 7–10 working days for inspection and processing once the parcel has been received.
5. Refund or store credit
Approved returns are refunded minus the 15% processing fee and shipping. Store credit can be issued for the full product amount.