Returns & Exchanges

At Her Hair My Head, we understand that buying a wig or topper online can be tricky. Finding the right colour, length, fit and style isn't always straightforward, and sometimes a piece needs a little customisation to make it perfect for you.

We want you to feel confident when shopping with us, so if your new hair isn't quite right, please get in touch. We're always happy to offer advice, help you find an alternative or discuss your options.

Please read our returns policy carefully before placing your order.

Online Orders

Her Hair My Head Wigs & Toppers

This section applies to our standard in-stock and pre-order wigs and toppers, including our Super Flat, Super Light and Luxury Wig collections.

If your piece isn't quite right, please contact us within 14 calendar days of receiving your order to request a return, exchange or credit note.

You then have a further 14 days to send your item back to us.

You don't need to give a reason for returning an eligible online purchase, although we'd always appreciate your feedback.

If you'd prefer an exchange or credit note, we're happy to discuss the options available. We may also be able to recommend another piece or help you explore a custom order.

Please see our Return Conditions below for guidance on trying on and caring for your piece before returning it.

Preloved Wigs & Toppers

All our preloved wigs and toppers undergo quality checks before being listed for sale.

As these are second-hand pieces, they may show signs of previous wear or have been cut, coloured or otherwise customised by their previous owners.

We ask sellers to provide accurate information about each piece, including any alterations or known faults. We also research the brand and product wherever possible and provide photographs showing its current condition.

However, as preloved pieces have had previous owners, we cannot independently guarantee every detail of their history.

We encourage customers to read the product descriptions carefully and review all photographs before purchasing.

If you purchase a preloved piece online, your statutory cancellation rights will generally apply. Please contact us within 14 days of receiving your order if you wish to arrange a return.

We are also happy to discuss exchanges or store credit if you'd prefer to find another piece.

Other Brands

This section applies to wigs and toppers from brands including Jon Renau, Raquel Welch, Ellen Wille, TrendCo, UniWigs and Sentoo.

Many of these pieces are ordered directly from the manufacturer specifically to fulfil your order.

If you purchase a standard product online, your statutory cancellation rights will generally still apply, even if we have ordered it from the manufacturer on your behalf.

Please contact us within 14 days of receiving your order if you would like to arrange a return or exchange.

Please note that human hair and synthetic fibre can look slightly different, even when they share the same colour name. Human hair colours may appear warmer, and highlighted blends may have less contrast than their synthetic equivalents.

We recommend contacting us for colour advice before ordering if you're unsure.

Haircare Products & Accessories

Returns of haircare products and accessories are subject to our standard online returns policy, except where a legal exemption applies.

For hygiene reasons, certain sealed products may not be eligible for a change-of-mind return once their hygiene seal has been broken.

This does not affect your statutory rights if an item is faulty or not as described.

In-Person Purchases

If you purchase a wig or topper during an in-person consultation, you will have had the opportunity to see and try on the piece before buying.

For this reason, we do not offer change-of-mind refunds on pieces purchased in person.

However, we understand that you may change your mind once you get home, so we are happy to offer one exchange or a credit note, subject to our Return Conditions.

Please contact us within 14 days of purchase to arrange this.

Credit notes are valid for 12 months from the date of issue.

Your statutory rights remain unaffected if an item is faulty, not as described or otherwise does not meet the requirements of consumer law.

Custom Orders

Our custom order service allows customers to create a wig or topper tailored to their individual requirements.

Examples may include:

• A specially created hair colour or highlight pattern

• A customised root colour or money piece

• A bespoke topper base size

• A specially requested parting construction

• Other personalised specifications not available as part of our standard collection

Genuinely bespoke or personalised pieces made to your individual specifications are not eligible for change-of-mind cancellation or refunds.

We will make this clear before you place your order.

Please note that choosing from our standard product options does not necessarily make an item a bespoke order.

If your custom piece is faulty or does not match the agreed specifications, your statutory rights still apply.

Return Conditions

We understand that you'll want to try on your new wig or topper to check the colour, fit and style.

You're welcome to inspect and try on your piece as you reasonably would in a shop.

However, we ask that you take care when doing so.

To help keep your piece in its original condition:

• Wear a clean wig cap when trying on wigs.

• Ensure your own hair is clean and free from styling products when trying on toppers.

• Keep all original tags attached while deciding whether to keep the piece.

• Avoid cutting, colouring, washing, heat styling or altering the hair.

• Do not cut the lace, change the parting or add, remove or reposition clips and combs.

• Keep the piece away from perfume, hairspray, cigarette smoke, cooking smells and other strong odours.

• Return any original packaging and accessories.

If an item has been handled beyond what is necessary to inspect it, resulting in a reduction in its value, we may make an appropriate deduction from your refund in accordance with consumer law.

This does not affect your statutory rights.

How to Arrange a Return

Please contact us before sending your item back, so we can discuss your return and provide instructions.

Email: georgina@herhairmyhead.co.uk

Please include your order number, the item you wish to return and whether you would prefer a refund, exchange or credit note.

Once you have notified us that you wish to cancel an eligible online order, you have a further 14 days to return the item.

We strongly recommend using a tracked and insured delivery service that covers the full value of your purchase, as our wigs and toppers are high-value items.

For change-of-mind returns, customers are responsible for return postage costs.

Return address:

Georgina Probert
Her Hair My Head
Wolfelands
High Street
Westerham
Kent
TN16 1RQ

Please do not return your purchase directly to the manufacturer.

Refunds

Once your return has been received, we will inspect the item and confirm that it has arrived.

Where a statutory refund is due, we will process it within the legally required timeframe, generally no later than 14 days after receiving the returned goods or evidence that they have been sent back.

Refunds will normally be made to your original payment method.

Please allow additional time for your bank or payment provider to process the refund.

International Returns

If you are returning an item from outside the UK, please contact us before posting it.

Returns should be clearly declared to the courier and customs authorities as returned goods, using the appropriate customs documentation.

Incorrect customs declarations may result in additional charges or delays.

Where additional customs charges arise because of an incorrect declaration, we may seek reimbursement of reasonable costs where legally permitted.

Customers are responsible for return shipping costs for change-of-mind returns, unless otherwise agreed.

Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

Email: georgina@herhairmyhead.co.uk

If your order has already been dispatched, you may need to return it to us before a refund can be processed.

Your statutory cancellation rights apply to eligible online orders, including orders that have not yet been delivered.

Different rules may apply to genuinely bespoke or personalised products.

Cancellation Form

If you wish to cancel an eligible online order, please complete the information below and email it to georgina@herhairmyhead.co.uk.

You only need to complete this form if you wish to cancel your order. Alternatively, you can contact us directly by email.

To: Her Hair My Head, Wolfelands, High Street, Westerham, Kent, TN16 1RQ

I hereby give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:

Product(s):

Date ordered:

Date received:

Customer name:

Customer address:

Date of cancellation:

Faulty or Damaged Items

We take great care to check our wigs and toppers before dispatch. However, if something isn't right, please get in touch as soon as possible.

We may ask you to provide photographs and a description of the problem so we can investigate.

Under the Consumer Rights Act 2015, customers have statutory rights when goods are faulty, not as described or not of satisfactory quality.

Depending on the circumstances and how long you have owned the item, you may be entitled to a refund, repair or replacement.

Where we are legally responsible for a fault, we will cover reasonable return postage costs.

Please contact us before returning a faulty item so we can advise on the most appropriate return method.

Preloved pieces: As these items are second-hand, their age, condition and any faults disclosed before purchase will be taken into account. However, your statutory rights still apply if a preloved item is not as described.

Colours & Product Photography

We make every effort to represent the colours of our wigs and toppers as accurately as possible.

However, colours may appear slightly different depending on lighting conditions, screen settings and the device you're using.

We recommend viewing all available photographs and videos and contacting us for advice if you're unsure about a colour before ordering.

Repeated Returns

We understand that finding the perfect wig or topper can take time, particularly when shopping online.

We encourage customers to contact us for advice before ordering if they're unsure about colour, fit or suitability.

If we identify repeated or unusual purchasing and return patterns, we may review whether we're able to accept future orders, subject to applicable consumer law.

We will never restrict your statutory cancellation or refund rights for purchases already made.

Your Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer law.

For further information, please visit:

Gov.uk – Accepting Returns and Giving Refunds

Citizens Advice – Consumer Rights

For information about shipping and delivery, please see our Shipping & Delivery Policy.