What Can Be Returned
We accept returns on eligible items that are unused, unworn and sent back in their original condition. That means the product must be free from styling residue, glue, adhesive tape, heat damage, odours and any signs of wear. For hair extensions and wigs, the packaging, tags, nets, pins and any included accessories must also be included where applicable.
To qualify, the item should be checked as soon as it arrives. If something is not right, contact us through the enquiry form on our contact page before sending anything back. Please note if an item arrives damaged or missing parts we need to see it within a reasonable time so we can assess the issue properly.
- Unopened items in original packaging are usually the easiest to assess for return
- Items must be clean, dry and free from installation products
- Custom work and fitted items are handled differently and may not qualify for return
Hygiene Rules For Hair Products
Hair extensions and wigs are hygiene-sensitive products. Once a piece has been worn, installed, brushed out extensively, curled, flat-ironed, washed or altered, it is generally no longer eligible for return. This protects every customer who shops with us, especially where products come into direct contact with the scalp and hairline.
We are strict about this because heat, moisture and product build-up can affect both the condition and resale safety of the item. In Durban's humidity or after a full install, even small changes can be hard to reverse. If you are unsure whether a product still qualifies, ask before opening or using it.
- No returns on items with glue, tape, adhesive residue or wig cap wear
- No returns on items that have been custom cut, coloured or plucked
- No returns on items exposed to smoke, perfume or strong styling products
Exchanges For Size, Shade Or Style
If you need a different shade, cap size or length, we will look at an exchange where the item meets the return conditions and stock is available. Exchanges are usually the best option when you chose the wrong colour match or the cap size does not sit correctly. Our team can help guide you through the options before you send anything back.
For fitted services such as Wig Fitting, Tape-In Fitting or Cap Size Adjustment, the outcome depends on the nature of the service and the product condition afterwards. A changed mind after fitting is not the same as an unused return, so we assess those requests case by case.
- Exchanges depend on stock availability at the time we receive your item
- We may suggest a different shade or fibre type if that will suit your routine better
- Any price difference will be confirmed before the exchange is finalised
How To Send A Return
Start by contacting us through the enquiry form on our contact page and include your order details, the reason for the return, and clear photos if the item arrived damaged or incorrect. Once your request has been reviewed, we will confirm whether the item is eligible and share the next steps.
After approval, pack the item securely so it cannot shift in transit. Use the original box or a sturdy satchel and make sure the hair piece stays dry. Couriered parcels should be sent with a traceable service. We recommend keeping your proof of collection until the return is complete.
- Do not send a return before you have approval
- Include all accessories, nets, clips and inserts
- Use secure packaging to protect lace, fibres and shape
Refunds, Courier Costs And Timing
Once a return reaches us, we inspect it against the condition stated in this policy. If approved, refunds are handled according to the original payment method where possible. Please allow time for the assessment and any banking processes that may apply. Courier charges are usually not refundable unless the item was supplied incorrectly or arrived faulty.
For couriered orders nationwide, delivery times can vary by area, especially during peak periods, public holidays or load-shedding disruptions that affect depot collections. If a parcel is on its way back from Ballito, Westville, Hillcrest or further afield, keep the tracking details until the process is closed.
- Refunds are issued only after the return has been checked
- Original courier fees are generally excluded from refund unless we made an error
- Processing times can differ depending on bank turnaround and parcel movement
Need Help Before You Return Anything
If you are unsure whether your item qualifies, ask first. Our team in Umhlanga includes specialists who work with wigs, extensions and fittings every day, so we can often save you time by pointing you to the right option. That may be a return, an exchange, a repair question or simply advice on how to store the piece properly before use.
We also help customers from Durban North, La Lucia, Phoenix, Amanzimtoti and surrounding areas who prefer to collect in person or arrange courier handling from home. A quick check before you send anything back can prevent delays and unnecessary costs, and it helps us resolve matters fairly.
- Private and virtual consultations are available for return-related questions
- Bring or send clear photos when the condition is in doubt
- Contact us early if the parcel arrived damaged or incomplete
