Refund policy

Returns and refunds

We want you to love your wig. If something isn't right, here's how returns work. None of this affects your legal rights.

Changed your mind? Easy 14-day returns

You can cancel your order for any reason within 14 days of the day you receive it. Just let us know (see "How to return" below), then send the item back within 14 days of telling us.

To return an item for a change of mind, it must be:

  • unworn and unaltered: not cut, styled, coloured, washed, glued or bleached, with the lace uncut
  • returned clean, in its original packaging, with everything it came with

Trying it on: you're welcome to try your wig on briefly at home, as you would in a shop. Please wear a wig cap, try it on clean, dry hair, and don't use make-up, hair products or adhesive. For hygiene reasons, an item that comes back worn, altered or marked can't be resold, so we may reduce your refund to reflect its loss in value, up to the full price.

Your refund

  • We'll refund the price you paid and the standard delivery cost of your original order, to your original payment method.
  • We'll refund you within 14 days of receiving the item back, or of you showing us proof that you've sent it, whichever is sooner.
  • You pay the cost of sending a change-of-mind return back to us. We recommend a tracked service, as we can't refund items that don't reach us.
  • If you chose a faster delivery option than our standard one, we refund only the standard delivery cost.

Free gifts

If your order came with a free gift (such as a wig stand), please return it, unused, with your item. If the gift isn't returned, we may deduct its value from your refund.

Custom orders

Custom orders are made to the details you give us when you order (for example a custom colour, length or lace work). Because they're made just for you, they can't be returned for a change of mind. Please check your details carefully before you order: we'll confirm them, along with the price and lead time, before we start. Your rights for faulty or not-as-ordered items still apply.

Faulty, damaged or not as described

If your item arrives faulty, damaged, or isn't what you ordered, please contact us as soon as you can, ideally with a photo.

  • Within 30 days of delivery you can return it for a full refund.
  • After 30 days (up to 6 months), we'll offer a repair or replacement first. If that isn't possible or doesn't fix it, we'll give you a refund.
  • We pay the return postage for faulty, damaged or wrong items.

How to return

  1. Email contact@realuwigsuk.co.uk with your order number, the item you're returning, and the reason (if it's faulty, please include a photo).
  2. We'll reply with our returns address and any instructions.
  3. Pack the item securely in its original packaging. Our returns are discreet too: nothing on our return instructions says what's inside.

If you prefer, you can use this cancellation form. Copy it into an email, fill it in and send it to contact@realuwigsuk.co.uk:

To Real U Wigs UK, 32 Craven Gardens, Barking IG11 0BN, contact@realuwigsuk.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods: [item]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [today's date].

Questions

Email contact@realuwigsuk.co.uk. We're happy to help, with no judgement.