At Wigs by Kirstie, I want you to be completely satisfied with your purchase. Please read the following policy carefully before placing your order.

1. Refunds

I'm pleased to offer refunds on eligible ready-to-ship shop hairpieces, provided they are returned in their original, unworn condition, with packaging and lace intact.

In line with UK consumer protection law, customers have the right to return eligible items within 14 calendar days of receiving the order.

To help me process returns smoothly and prevent misuse, I kindly ask that customers notify me by email within 3 days of receipt if they intend to return an item. This is a request, not a condition of your right to return within 14 days.

2. Eligibility for Refunds

Eligible for Refund

Refunds are accepted on the following items:

• Ready-to-Ship wigs
• Ready-to-Ship toppers

To exercise your right to cancel, you must notify me within 14 calendar days of receiving your order. The item must then be returned within 14 days of notifying me.

Non-Refundable Items

Refunds are not accepted on:

• Made-to-order wigs
• Made-to-order toppers
• Custom-made hairpieces created to a customer's specifications
• Any item customised, altered or modified at the customer's request
• Ready-to-ship pieces that have had haircut customisations
• Ready-to-ship pieces where the lace has been cut
• Discounted or sale items
• Accessories including wig caps, brushes and other hygiene-related items

Made-to-order and custom pieces are created specifically to a customer's requirements and are therefore non-refundable and non-returnable once production has commenced. This includes pieces made to a customer's chosen colour, length, density, cap construction or other requested specifications.

Made-to-Order & Custom Pieces

Made-to-order and custom pieces are created specifically to a customer's requirements and are exempt from the standard 14-day cancellation period under the Consumer Contracts Regulations 2013.

Once production has commenced, these orders cannot be cancelled, returned or refunded.

3. Return Conditions

The hairpiece must be returned in its original condition, with the lace uncut and packaging intact. Customers may inspect and briefly try on a wig or topper as they would in a retail environment, however the item must not be worn beyond what is reasonably necessary to assess its suitability.

The hair must not be washed, cut, coloured, altered, or exposed to styling products, perfumes, smoke, or other odours.

Where a returned item requires cleaning, reconditioning, repackaging or other remedial work before it can be resold, an appropriate deduction may be made from the refund to reflect any reduction in value.

Returns showing signs of wear, damage, alteration, excessive handling, or use beyond what is reasonably necessary to inspect the item may be refused or may be subject to a reduction in the refund amount.

4. Return Shipping & Tracking

• Return shipping is the customer’s responsibility unless the item is faulty or incorrect.
• A tracked shipping service is required, and tracking details must be emailed to: hello@wigsbykirstie.co.uk
• Wigs by Kirstie is not responsible for return items lost in transit.

5. How to Return

1. Notify me by email within 3 days of receiving your order (optional but appreciated)
2. Ensure the item meets the return condition criteria
3. Ship the wig using a tracked service, and send tracking details to my email
4. Once received and inspected, I will process your refund.

6. Refund Processing

Once your return has been received and inspected, any approved refund will be issued to the original payment method.

Refunds are typically processed within 14 days of receiving the returned item.

Customers are responsible for the cost of returning items unless the item is faulty, damaged or supplied incorrectly.

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

 Your Statutory Rights

Nothing in this policy affects your statutory rights.

Please understand that the policies are designed to ensure fairness to both parties involved. If you have any questions or concerns, please feel free to contact me at hello@wigsbykirstie.co.uk

• Processing time: 1-2 business days
• Delivery Time: Next Day Delivery after dispatch
• Shipping Provider: Royal Mail Special Delivery
• Shipping Fee: Free shipping for all wig/topper purchases

All UK orders are sent via Royal Mail Special Delivery, which is a fully tracked service and will require a signature on delivery to ensure your order arrives safely. Full tracking details will be provided once your order has been dispatched.

We do not accept returns or exchanges for international orders at this time.

This is due to the high cost and complexity of international shipping and customs processes.

All international sales are final.

Please ensure you’re confident in your selection before placing your order. If you need help deciding, feel free to reach out to us before purchase.

I currently ship to selected international destinations including the EU, Ireland, USA, and others.

• Processing Time: 2–4 business days
  
• Delivery Time: 5–15 business days depending on location
  
• Shipping Provider: Fedex
  
• Shipping Fee: £60

All international orders are sent via a FedEx signed-for delivery service, which requires a signature upon delivery to ensure your order arrives safely and securely. Please ensure someone is available to sign for the parcel at the delivery address.

Customs & Import Duties

International orders (including to the EU and Ireland) may be subject to customs fees, import duties, and VAT as per your local laws.

• These charges are not included in the price of the product or shipping.
  
• Buyers are responsible for any applicable customs duties or taxes.
  
• We are unable to predict or control these costs, so please check with your country’s customs office for more information.
  

Wigs by Kirstie is pleased to offer optional shipping insurance for International customers.

• For UK orders, we remain responsible for parcels until delivery.
  
• For International orders, including Ireland and the EU, the buyer assumes responsibility once the parcel leaves our facility.
  

We strongly recommend purchasing our International Shipping Insurance if you are ordering from outside the UK. This provides protection against loss, theft, or damage in transit, for the full value.

If you decline insurance, we cannot be held liable for courier-related issues after dispatch.

→ Click here to add Insurance to your order