Refund Policy

We want you to love your LovelyHair wig. If something is not right, we are here to help. This policy explains when a return or refund is possible, how to start one, and what to expect — written plainly so there are no surprises.

You can request a return within 30 days of delivery. After 30 days we are unable to offer a refund or exchange, though you are always welcome to contact us if you have an issue with your order.

Because wigs are a personal, hygiene-sensitive product, an item is eligible for return only if it is:

• Unworn, unwashed, unbrushed and unstyled, with no heat, colour, cutting or plucking.
• In its original condition, with the lace uncut and free of glue, makeup or powder.
• Free of perfume, smoke, hair spray or other scents.
• Returned in the original packaging with the tags, hair net and any included accessories.

Please try your wig on over a clean wig cap, in a way that keeps it clean and uncut, until you are sure you are keeping it.

• Wigs that have been worn, washed, brushed, coloured, or had the lace cut or plucked.
• Custom orders and wigs we have customised for you (cut, coloured, plucked or re-styled to your request).
• Beauty supply and hair-care products that have been opened or used.
• Items marked final sale or bought with a clearance discount.
• Gift cards.
• Salon services that have been carried out. Booking deposits are covered under Cancellations below.

These limits keep every wig we ship hygienic and brand-new for the next customer.

Email support@lovelyhair.shop with your order number, the reason for your return, and a few clear photos showing the front lace, the nape and the tags or packaging. We reply within 24 hours, Monday to Saturday, to confirm whether your item qualifies and send the return address with simple step-by-step instructions. Please wait for this confirmation before sending anything back, so we can track and process it correctly.

We inspect every return within 3–5 business days of it arriving and email you to confirm the result. Approved refunds, less the restocking fee for change-of-mind returns (see below), are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it can take a few extra days for the money to appear on your statement.

If a return does not meet the conditions above (for example, the lace has been cut or the wig has been worn), we cannot refund it and will send it back to you at your cost.

Want a different length, colour, or cap construction? The fastest way is to return your eligible item for a refund and place a new order for the one you want, so you are not waiting on stock. If you would prefer a direct exchange, just say so in your email and we will arrange it where the replacement is available.

• Orders: we pack quickly, so email us as soon as you can. If your order hasn't shipped yet, we'll do our best to change or cancel it. Once it's on its way, the 30-day return above applies.
• Salon bookings: you can reschedule free up to 48 hours before your appointment and your deposit moves with you. Your deposit comes off your final bill.
• LovelyHair Club: cancel any time from your account, with no fee. Your benefit runs until the end of the period you have already paid for; payments already taken are not refunded.

If your wig arrives faulty, damaged, or is not what you ordered, contact us within 48 hours of delivery with your order number and clear photos. We will arrange a replacement or full refund, including any return shipping, at no cost to you. This never counts against your standard return window.

For change-of-mind returns, you arrange and pay for return shipping, and original shipping charges are non-refundable. We recommend a tracked service, as we cannot be responsible for returns lost in transit.

A 15% restocking fee is deducted from change-of-mind refunds to your original payment method. It covers the inspection and sanitising every returned wig goes through. There is no restocking fee if you exchange for another wig.

When a return is due to our error or a faulty item, there is no fee and we cover the return shipping in full.

If it has been longer than 10 business days since your refund was approved and you still do not see it, first check with your bank or card provider, as processing times vary. If you have done that and still need help, email support@lovelyhair.shop and we will chase it down with you.