Refunds and Returns Policy
Our prices have been calculated to enable us to give our customers the best value and lowest prices. Therefore, you will understand that returns are a considerable expense to us in both shipping and administration.
Liberty Wigs is owned by professional hairdressers and hair replacement specialists that have a wealth of experience within the hair replacement specialists industry. Therefore, you can truly be sure of honest help, support, and advice alongside a discreet service. If you need any help, you can call us Monday to Friday 10 am – 4 pm or via e-mail at support@libertywigs.co.uk.
Once you have received your new locks you may find it needs tweaking or cutting in certain areas. We would suggest that you check out www.mynewhair.org, Here you can search for all accredited hairdressers specifically trained in wig cutting and customisation within your area that can be of assistance. If you are still unsure, we would recommend that you visit a wig shop/salon to determine which wig is best for you before buying online.
Please carefully read the terms and conditions our returns policy.
The following items cannot be returned: Items placed on special order or items made for you, by 3rd parities or Liberty Wigs. International orders (outside of the EU), these companies are Jon Renau, Belle Tress, Estactica Designs, Follea and eyelashes, eyebrows and all other wig care accessories.
EU Wig Returns For Customers Within The UK
Due to custom changes after Brexit all EU returns for Gisela Mayer and Ellen Wille – will incur handling and a restocking fee. This charge is £15 per wig, including VAT, for wigs less than £200, including VAT, and £30 per wig, including VAT, for wigs purchased for more than £200, including VAT. PLEASE BE AWARE: These orders cannot be cancelled once they have been dispatched from the manufacturer’s warehouse without incurring this fee.
Returns For EU And International Customers
Please note that any import fees incurred by Liberty Wigs will be deducted from your original payment. Therefore, we strongly advice all of our EU/International customers to be completely confident when choosing their perfect style and colour before making a purchase.
You can read the link below if you would like any advice on the costs of returning to the UK
https://www.ukimports.org/services/import/customs-clearance/import-duty-vat-calculator.php
For any orders, including accessories, that originally qualified for free postage and then followed by a return, the net balance of the order becomes less than the amount that may be stipulated for free postage, therefore the current postage charge will be deducted from the refund.
All of our wigs and hairpieces go through two quality control checks before dispatch.
If you are not completely satisfied with your hair mail purchase, we will gladly refund you. However, we would respectfully ask you to ensure that the following conditions are met:
Due to hygiene reasons and Covid 19. It is now mandatory for you to wear a wig cap when trying on the wig. You can purchase wig caps on our website or alternatively you can use your own.
The tags must not be tampered with or removed from any items that you are trying on.
The wig or hairpiece must not have been worn, cut, styled or brushed – and must be returned with all of the original packaging and neatly placed back in the box exactly how you received it. It must also be free of odors including hair spray, perfume, cigarettes, food or any other strong smell. Liberty Wigs reserves the right to reject the items if this is not adhered to.
The wig or hairpiece must be returned back to Liberty Wigs within 14 days of being delivered to you. Under no circumstances will any returns be accepted after this period.
We strongly advise you to send back all goods using a trackable service. We cannot be responsible for returns lost in transit.
If a client repeatedly returns products, Liberty Wigs reserves the right not to supply future goods to the individual concerned.
Liberty Club points will not be restored for returned orders.
In the first instance please email support@libertywigs.co.uk or call 07875 567092 stating you name and the reason for your return
Once authorised please return items to:
Liberty Wigs, C/O Bow Belles, 276b New Road, Croxley Green, Rickmansworth, Hertfordshire, WD3 3HH
Exchanges
We do not currently offer an exchange service, if you are not satisfied with your wig and in compliance with the above returns policy, we ask that you return your order and place a separate order for your replacement.
Exchanges are not offered for returned items.
Please ensure your delivery details are correct as any undelivered orders will be returned at your cost.
Liberty Wigs reserve the right not to supply to customers who repeatedly return orders.
We cannot refund any returns that are lost in transit.
Faulty Goods
Under the Consumer Rights Act 2015 you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund.
This right is limited to 30 days from the date you take ownership of your product. After 30 days, you will not be entitled to a full refund if your item develops a fault.
Wigs are perishable products, even if they are not worn regularly. Your warranty is for 30 days, we cannot repair or replace after this time.
Our products are sourced from leading wig manufacturers around the world.
They are quality checked by the manufacturer and then by us before being dispatched to you.
However, if you believe your wig or hairpiece is faulty, In the first instance please email support@libertywigs.co.uk or call 07875567092
DO NOT return a faulty product until you have received an authorisation in advance.
Wigs claimed to be faulty are forwarded to the manufacturer’s quality control manager for inspection. No refund will be issued unless the manufacturer agrees that the product is faulty.
Decisions usually take around two weeks.
The manufacturer’s decision is final.
If the manufacturer agrees it is faulty you will be refunded your payment in full.
If the manufacturer decides the wig is not faulty or has been cut or tampered with, there will be no refunds.