Refund and Shipping Policy

before you buy please note the below. When you make a purchase with us you sign-up to these terms and conditions.

Refund and Shipping Policy. 

UK deliveries: Orders made within the United Kingdom are charged at 2.99 and usually take between 5-10 working days to be processed. Couriers are experiencing nationwide and international delays due to COVID-19 restrictions and new Brexit regulations. If you have a tracking number and your order is delayed, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays.

International deliveries: We also ship our products internationally, which to over 250 different regions worldwide, which include North America, Europe and Africa. Please allow 7-12 working days to be processed. Couriers are experiencing nationwide and international delays due to COVID-19 restrictions and new Brexit regulations. If you have a delivery courier's tracking number for your parcel and your order is delayed, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

Wig unit deliveries: All our Bleuribbon hand made wigs are made to order so please allow up to three weeks to be made and processed.

Delivery during sale periods: All orders made during the sale usually takes an extra few days to process. Please allow up to 15 working days to be processed. Couriers are experiencing nationwide and international delays due to COVID-19 restrictions and new Brexit regulations. If you have a delivery courier's tracking number for your parcel and your order is delayed, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

My order is late and I have a tracking number?: If your order is delayed past the allocated processing time (5-10 working days, UK and 7-12 working days, international) and you have the delivery courier's tracking number for your parcel, please contact the courier service as a first point of call as they will have the most up to date information on the whereabouts of your order. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

My order is delayed, can I get a refund in the meantime?: As per our refund policy we only offer refunds once we have received back an order in a condition in line with our refund policy or if we have confirmation from the courier service that the order parcel has been lost. Orders delayed in transit or held temporarily in customs do not qualify for a refund unless the order is confirmed as lost. 

When you make a purchase with us you sign-up to these terms and conditions.

When should I contact the team about a delayed order?: Please avoid emailing the team for an update of your order if the full processing time has not passed (5-10 working days, UK and 7-12 working days, international). If you have your delivery courier's  tracking number for your parcel, please contact the courier service as a first point of call as they will have the most up to date information on the whereabouts of your order. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

My order says it is 'delivered' via the delivery courier tracking system but I have not received it, can I have a refund?: Once we have been provided evidence by the courier that the parcel has been delivered to the designated address, our policy is that we do not issue refunds. Please note we do not take any liability or issue refunds when we have proof of a successful delivery from the courier services.

We have had many instances where customers have made high-value order purchases which have been delivered but then made fraudulent claims of non-delivery in order to keep the goods and then gain a refund.

In these instances where we have proof of delivery, we encourage customers to raise a claim with the courier service to raise an investigation into the whereabouts of their parcel.

When you make a purchase with us you sign-up to these terms and conditions.

My parcel has been damaged in transit I would like a refund?: We do not take responsibility for any parcels that are damaged in transit and do not issue any refunds in these cases. When you make a purchase with us you sign-up to these terms and conditions.

Will my parcel be charged customs and import charges?: In most cases, any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). We have has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend customers contact their local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

What is your refund policy? We are happy to offer a full refund or exchange for any full price merchandise returned within 14 days of delivery, providing goods are in their original condition and accompanied with the rubber bands un removed from the bundles.

We are also happy to offer a full refund if you are able to provide proof from the delivery courier service that the package has been lost in transit. Orders that are delayed in transit, held temporarily in customs do not qualify for a refund.

All the bundles are machine sealed with rubber bands so we will be aware if these have been removed.

Proof of purchase is required with every refund or exchange.

PLEASE NOTE: Fees such as additional shipping charges, duties, customs, overdraft, interest, or any other fees charged by a third-party will NOT reimbursed.

How do I return an order to you for a refund?: UK customers will receive a return label once they are approved for a refund. International customers are responsible for shipping cost however we will reimburse these if the refund is approved. Once we have received the hair extension we will inspect it thoroughly to make sure the returns requirements are met.

PLEASE NOTE: Customers are responsible for shipping, we are not liable for lost returns and if your return is lost in transit, these will not be refunded. Fees such as additional shipping charges, duties, customs, overdraft, interest, or any other fees charged by a third-party will NOT reimbursed..

When can I talk to your customer service team?: Our customer service team is only available Monday-Friday from 10am-6pm. All queries and emails will be responded to within this time.