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 wigs, 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

Refunds are accepted on the following items:

• Ready-to-Ship Wigs

Refunds are not accepted on the following items:

• Ready-to-Ship wigs that have had customisations (e.g. cut, coloured)
• Ready-to-Ship wigs that have had the lace cut
• Custom wig pieces
• Discounted or sale items (these are final sale)
• Accessories (e.g. wig caps, brushes due to hygiene reasons)

3. Return Condition

The wig must be returned in its original condition, with the lace uncut and packaging intact. Any signs of wear, alteration, or damage may result in the denial of a refund or exchange.

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

• Refunds are issued to the original payment method and may take up to 20 business days to appear, depending on your bank or payment provider.
• A 6% restocking fee will be deducted from the refund to cover website fees and preparation costs.

 

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 - All tracking details provided
• Shipping Fee: Free shipping for all wig purchases

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
  

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