RETURNS POLICY
Returning items involves significant expenses, encompassing shipping and administrative costs. Our pricing strategy has been meticulously designed to offer the most competitive rates to all our valued customers. Consequently, if you have any uncertainties regarding your order, we strongly recommend scheduling a virtual consultation with us to determine the ideal wig or hairpiece for your needs before proceeding with an online purchase. Additionally, if you are uncertain about the colour, we offer a colour ring loan program for your convenience.
Please refrain from returning any items until you have completed a ‘Returns Request Form’ and have received an authorisation code from us. It is imperative to include this code when sending back your return.
It is crucial to understand that our returns policy is not intended to function as a preview service. Liberty Wigs UK reserves the right to decline future orders from customers who frequently return their purchases.
The Nitty Gritty
Certain items cannot be returned, including special-order items, the Liberty Wigs Collection, clearance items, and items custom-made for you. International orders from American Manufacturers e.g., Jon Renau, Gabor, Raquel Welch America, Belle Tress & Estetica as well as eyebrows, eyelashes, and all other wig care accessories (except colour swatches), are strictly non-refundable. If returned, they will not be refunded and will be disposed of accordingly.
Returns from EU suppliers such as Ellen Wille, Gisela Mayer, and Raquel Welch Urban Collection wigs are subject to a restocking fee, which covers customs charges when products are returned to the EU:
£15 per wig (including VAT) for wigs priced below £200 (including VAT).
£30 per wig (including VAT) for wigs priced at or above £200 (including VAT).
EU Customers & Import Taxes:
Due to the Brexit regulations implemented on January 1, 2021, there have been changes in how we dispatch your products. Consequently, there may be taxes added to your purchase, which your postal service will inform you of.
Here’s how the costs may be calculated:
VAT: This will be based on your country’s applicable VAT rate and will be added to the total cost of the product, including any courier fees.
Import Duty: Typically estimated at 2% of the purchase price.
Customs Fees: These vary by country but generally fall within the range of €12 to €20.
We encourage all our EU customers to be entirely confident in their style and colour choices before making a purchase.
For more information regarding the costs of returning items to the UK, please visit the following link: https://www.ukimports.org/services/import/customs-clearance/import-duty-vat-calculator.php
Please be aware that once these orders have been dispatched from the manufacturer’s warehouse, they cannot be cancelled without incurring this restocking fee.
Our global collection of human, synthetic, and heat-defence wigs and hairpieces are sourced from the world’s best manufacturers, ensuring the highest quality in terms of base and hair type. Each wig and hairpiece undergo two quality control checks before being dispatched.
If you are not entirely satisfied with your hair mail purchase and adhere to the guidelines above, we will happily issue a refund. However, please ensure the following conditions are met:
Due to hygiene and COVID-19, it is now mandatory to wear a wig cap when trying on the wig, available for purchase on our website or you can use your own.
Tags must not be tampered with or removed from any items being tried on.
The wig or hairpiece must not have been worn, cut, styled, or brushed and must be returned with all the original packaging, neatly placed back in the box as received. It must also be free of odours, including hairspray, perfume, cigarettes, food, or any other strong smell.
Liberty Wigs UK reserves the right to reject items if these conditions are not adhered to.
Wigs or hairpieces must be returned to Liberty Wigs UK within 14 days from the date of delivery to you or the first delivery attempt, whichever comes first. Returns will not be accepted after this 14-day period, and refunds will not be issued beyond this time.
Please note that loyalty points will not be reinstated for returned orders.
After your refund request is approved, refunds are typically processed within 7 to 14 days from the date we receive the returned item. The time for funds to reach your bank account may vary depending on your financial institution.
If the product is not returned in the same condition as when it was sent to you, there may be a delay as the manufacturer assesses and either approves or rejects your refund request.
We strongly recommend using a trackable service for all returns. We cannot be held responsible for returns lost in transit.
For orders that originally qualified for free postage, in the event of a return reducing the net order balance below the threshold for free postage, the current postage charge will be deducted from the refund. The net balance includes accessories.
If a customer repeatedly returns products, Liberty Wigs UK reserves the right not to supply future goods to that individual.
In the initial returns contact, please email support@libertywigs.co.uk stating the reason for your return.
EXCHANGES
Currently, we do not offer an exchange service. If you are dissatisfied with your wig or hairpiece and adhere to the above returns policy, we kindly request that you return your order and place a separate order for your replacement.