Refund or exchange
Having bought a lot of alternative hair online, we understand that it can be tricky to order the correct colour, length and style. It can also take time – and often further customisation – to make a piece work for you. If you receive your topper and it isn’t quite right, please get in touch within 7 working days to discuss your options and to arrange for a refund or exhange. We may be able to advise on another piece that would work better for you or we can chat about a custom order.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. This means you cannot change the parting, cut, heat style or dye the hair, remove or move clips and combs, or alter the piece in any way. Please ensure that your own hair is clean and free of products when trying on your topper.
Refunds will incur a 10% restock fee to cover our card processing fees, PayPal fees and website sales charges. Once your return/exchange has been received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your refund or send you a store credit for your exchange. Please allow 5-10 working days for your money to be returned to you.
Return/exchange postage costs are the buyer’s responsibility and all items must be posted back using a tracked and signed for service, ensuring the package is covered for the full value of the item.
Her Hair My Head is not responsible for any packages that are lost upon their return shipment to us. In this case, it will be the buyer’s responsibility to contact their courier service to arrange compensation. Original shipping costs are non-refundable.
If posting back a return from outside of the UK, the front of the package and your customs declaration must be clearly marked ‘returned goods to sender.’ Any customs charges that are charged on the parcel upon receipt due to incorrectly declaring the parcel will be deducted from your refund.
Order cancellations before the item has been shipped will also incur a 10% restock fee. This is because even though the payment will be refunded without shipping the piece, we will still be charged card fees, PayPal fees, website sales fees and fees to return your payment.
Custom orders are non-refundable, as the piece has been created specifically for you (unless it is faulty). If we are unable to repair the piece, a refund will be given. If the item is a discounted or final sale item, a refund cannot be issued.
As a small business, we pride ourselves in our quality control. However, if one of our toppers arrives faulty or damaged, we will offer a full refund or replacement.