RETURNS AND REFUND POLICY
By placing an order, it means you accept our terms and conditions
At Hair by Ms Williams we provide a number of services as well as our hand made custom units, we like to ensure that all our products are made with the finest materials and utmost quality.
All our wigs are custom made at the time of purchase and we can only offer refunds on our 1b or jet black pixie wigs this does not include frontal or closure wigs. Our lace frontal/lace closure wig units are not refundable.
For the purpose of hygiene, we request that you wear a wig cap in all cases when trying on a purchased wig. Any item that has been altered chemically or physically no longer qualifies for an exchange or refund. This includes but is not limited to:
- The wig must not be coloured, styled, bleached, washed, brushed or combed.
- The wig must not have been worn. The lace in front of wig must not be cut. The wig must not be in contact with any food smells, smoke, hair spray or perfume.
Please note: Hair by Ms Williams custom wigs does not offer refund or exchanges for custom lace frontal or lace closure wigs with or without custom colours. We do not hold stock wigs, hence all our wigs are made to order and of custom nature.
Scenarios where refund / exchange on custom/coloured items will not be accepted includes the following: changing your mind, not understanding the process time or ordering the wrong cap size. Please ensure you measure your head to know your cap size before placing an order. Cap sizes are measured in inches. If you have any issues with cap size, please contact us for assistance at hairmswilliams@gmail.com
CUSTOM PIXIE WIG DISCLAIMER: ALL CUSTOM LACE WIGS WILL BE PROVIDED WITH BLEACHED KNOTS, WITH THE HAIRLINE SLIGHTLY PLUCKED. ALL UNITS ARE STYLED BEFORE BEING SHIPPED, IF YOU ARE UNABLE TO INSTALL YOUR CUSTOM UNIT WE ADVISE YOU HAVE A PROFESSIONAL INSTALL YOUR UNIT TO AVOID ANY ISSUES. EXCHANGES WILL NOT BE AVAILABLE IF WIGS HAVE BEEN TAMPERED WIG EG LACE CUT, HAIRLINE PLUCKED OR RESTYLED.
ITEMS ELIGIBLE FOR REFUNDS
For accepted returns, refund will only be applied where a returned unit has been thoroughly inspected by our team. Hair by Ms Williams will not take responsibility for any damage caused to the unit. We will return the product back to you. Where there is a defect with your unit you must contact our customer service team within 72 hours of receiving the product. Item must be in original condition, unworn, lace uncut, tags intact and wig must be unaltered in anyway. Please ensure the lace is uncut when trying out the unit. Failure to meet the above conditions will result in the returns being sent back to the customer.
Please note: We are not able to offer free returns for international orders.
Please note we are unable to refund shipping charges including shipping charges of refused deliveries. These charges will be deducted from your refund.
The value of refund for International non-GBP (£) will be based on the exchange rate at the date of refund.
HOW LONG WILL IT TAKE TO GET MY REFUND AFTER I RETURN
We process all refunds within 7-10 working days of receiving returned items. This may take longer during busy periods. An email confirmation will be sent confirming we received the returned item and we are processing your refunds.
Please note: refunds may take up to 10 working days to clear depending on your card issuer or bank.
MY SHIPPING COST HAS NOT BEEN REFUNDED, WHY?
Shipping cost is only refunded if there is an error with your order or your purchased item was faulty. We will not refund the cost of shipping the item to you in other cases.
Once an order is placed on our website, we allocate our wigmakers to start hand customising and stitching your wig.
Please take note of the dispatch time frame on our product description. Our process time frame is between 14 - 21 working days. Cancellations can only be accepted within 24hrs of placing your order.
If you have further questions please ensure you email Hairbymswilliams@gmail.com before placing an order.