To ensure all wigs & extensions are new and only for you, due to hygiene purposes, we're unable to accept returns or exchanges once the item has been opened, used or taken out it’s inner packaging.
    Refunds
    Incase you change your mind when you receive your order, you can send it back to us within the 14 days of receiving your order. The customer is responsible for paying for the postage fee. It must be in its original packaging, not used or opened. We don't offer refunds due to order delays, as some of our items are custom made.
     

    Customised items or items on sale are not eligible for a refund unless there is a quality issue and it has been unused. 

    Quality issues - if the item is faulty, or has been damaged on arrival.

    Please send a clear image of the faulty items to hairlilac@outlook.com within 14 days of purchasing the faulty items. If the return is approved you will then be sent an address to return the item.

     

    Order Cancellation 

    With any order, once a payment has been made, customers have a thirty minutes to modify or cancel their orders. After that time has past orders can’t be cancelled as your order would have started to be processed. If our supplier have started processing your order, any cancellation would incur a 15% fee.

    Wrong order
    In rare cases, where the wrong order has been shipped and the customer would like a refund, we will refund the shipping cost.
     

    You have 14 days after receiving your item to request a return. Customised items or items on sale are not eligible. Hair that is a final sale will be clearly marked in the product description.

    If 14 days have gone by since your purchase, unfortunately, we can't offer you a refund or exchange.To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, and in its original packaging and tags. Shipping cost needs to be payed by the customer, to avoid your packages being lost, it’s advisable to use a tracking service. We won’t accept liability if you choose to not use a tracking service, and the item is missing. Please dispute the delivery with the courier that you havd used.

    To start a return you should contact hairlilac@outlook.com. A shipping address will be sent if your return is accepted as well as instructions on where to send your package. Items that have been sent back to us, without first requesting a return will not be accepted.To receive a refund it will take 3-10 business days to reach your account. Due to hygiene purposes, custom made wigs can't be returned. We also can’t accept the return of used hair. Customers are responsible for the shipping fee when returning item back to us.