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 or wig and it isn’t quite right, please get in touch within 14 days of receiving the piece to discuss your options and to arrange for an exchange, credit note or refund. We may be able to advise on another piece that would work better for you or we can chat about a custom order. PLEASE NOTE: by law, you have 14 working days from the day you received the item to tell us that you want to return it. However, we would appreciate it if you could let us know as soon as possible if you would like a return or exchange.
If you have bought a topper or wig from us during an in-person consultation – so you have seen the piece before you bought it – and then you change your mind, you will only be eligible for an exchange or a credit note. We do not offer refunds on pieces that have been bought in person. Please get in touch within 14 days, if you would like to exchange or have a credit note.
Topper grips, wig grips, haircare accessories and wig/topper stands are non-returnable unless faulty (in which case we will provide a replacement).
Find out more about your rights to a return at the Gov.uk website.
To be eligible for a return, exchange or credit note, the 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, add, remove or move clips and combs, cut the lace on a lace front piece, or alter the item in any way. Please ensure that your own hair is clean and free of products when trying on your topper or wig.
If the topper or wig is returned and it has been worn or altered in any way, we are entitled to reject the refund/exchange request. 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 (this time frame can vary depending on how you paid e.g. Paypal, Klarna, Stripe).
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. Please contact us by phone (07738 275 906) or email (email@example.com) before sending back your return or exchange.
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.
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Preloved pieces returns
All of our preloved pieces go through thorough quality checks before they are sent out. However, please bear in mind that these are second-hand pieces and are not brand new/unworn items (unless stated). We ask our sellers to wash the pieces before they send them to us.
We aim to verify all of the preloved pieces for sale through Her Hair My Head and ask for as much information as possible from our sellers. We also ask them to declare any modifications. We research the brand/piece to provide as much information to the buyer as we can. As the pieces are second-hand, we cannot 100% guarantee that the information given is correct. However, we provide clear imagery to show the current condition of the piece.
Preloved wigs and toppers are ‘sold as seen’, which means the buyer has been made aware that they are used items, the condition of the piece and of any faults.
We do not accept returns on preloved pieces, however we are happy to exchange any unwanted pieces for something else or provide a credit note that is valid for up to 1 year from the date of purchase.
If posting back a return from outside of the UK, you must tick the box on the customs declaration that says ‘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.
If you would like to cancel your order, please get in touch with us as soon as possible via email: firstname.lastname@example.org or phone +44 07738 275906. If the piece has already shipped, the buyer must cover the cost of postage to return the piece.
Cancelled order 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.
Custom orders are non-refundable, as the piece has been created specifically for you and to your specifications. If the piece is faulty, we will try to repair it or exchange it for another piece or a credit note.
2023 update – we appreciate that choosing the right colour, length and base size of topper can be difficult, which is why we offer free in-person and online consultations to help you find the right piece. If you would like to order in a colour, base size or length from our Luxury wigs and SuperFlat topper ranges, that we do not currently have in stock this will be treated as a custom order and is not eligible for a refund. We can, however, offer an exchange or credit note.
As a small business, we pride ourselves in our quality control. However, if one of our new toppers or wigs arrives faulty or damaged, please get in touch to discuss the issue. We will ask for photographs of the fault. In the first instance, we will try to fix the fault oand if we are unable to do this we will replace the topper/wig. Return 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.
Please note that toppers and wigs bought from our preloved pieces section are not brand new and may show signs of wear and tear or have faults. We will provide a full description of the condition and any faults in the product listing and will provide clear photographs.