Returns & refunds
Last updated: 2026
14-day return window
You may request a return within 14 days of delivery. Contact us first at [email protected] — returns sent without prior notice cannot be matched to your order.
Condition required for a return
- The unit is unworn and uninstalled: no glue, gel, lace tint, cut lace, bleach, trims or styling products.
- It is in the original packaging with all tags, gifts and the mesh cap intact.
- It has not been washed, brushed out, dyed, permed or heat-styled.
- Bundles must be untied with the original binding still in place.
Items that cannot be returned
- Custom-coloured, custom-length or custom-cap units made to your specification.
- Units whose lace has been cut, tinted or installed.
- Anything returned after the 14-day window, or returned visibly used, for hygiene and safety reasons.
- Sale and final-sale items, which are marked as such before purchase.
Damaged, defective or wrong item
Please inspect your parcel on arrival. If the item is defective or not what you ordered, send us photos and a short video within 48 hours of delivery. Once confirmed, we will replace it or refund it in full, and we cover the return shipping. Claims made later than 48 hours can be hard to verify with the carrier, so please film your unboxing.
How to start a return
- Message or email us with your order number and photos of the unopened unit.
- We confirm the return address and give you a return reference.
- Ship it back with tracking within 5 business days of approval.
Return shipping cost is the buyer's responsibility unless the item was defective or incorrect. We recommend a tracked service — we cannot refund a return that never arrives.
Refunds
Once the returned unit passes inspection (usually within 3 business days of arrival), we refund the item price using your original payment method. Original shipping costs are non-refundable. Depending on the payment provider, the money can take 5–10 business days to appear.
Exchanges
Exchanges are treated as a return plus a new order. If the price differs, we invoice or refund the difference.
Order cancellation
In-stock orders can be cancelled free of charge before dispatch. Custom orders can be cancelled within 24 hours of payment; after production begins, a partial refund may apply because materials have been cut.
Questions
Email [email protected] or message us on WhatsApp. See also shipping & delivery.