Returns

At Simply Wigs, we want you to shop with confidence. If your purchase isn’t quite right, you may return eligible items for a refund, subject to the conditions set out in this policy.

Online and Telephone Orders

This section applies to purchases made through the Simply Wigs website or by telephone.

Your Consumer Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you change your mind about your purchase, you have the right to cancel your order within 14 calendar days of receiving your goods.

Once you have notified us of your decision to cancel, you have a further 14 calendar days to return the goods to us.

Returned items must meet the return conditions outlined below.

Return Conditions

For hygiene reasons, all returned wigs and hairpieces must meet the following conditions:

• The wig or hairpiece must only be tried on whilst wearing a clean wig cap.
• All original tags and labels must remain attached.
• The item must not have been cut, styled, brushed, washed or altered in any way.
• The item must be free from perfume, smoke, food odours, hairspray, makeup or any other marks or scents.
• The item must be returned in its original packaging with all accessories supplied.

Returns that do not meet these conditions cannot be accepted unless the item is faulty, not as described or otherwise covered by your statutory rights.

Non-Returnable Items

The following items cannot normally be returned unless they are faulty or not as described:

• Eyelashes
• Eyebrows
• Wig caps
• Wig care products where hygiene seals have been broken or the product has been used
• Special order items purchased specifically for you
• Personalised or customised products

Faulty, Damaged or Incorrect Items

We are committed to supplying products of the highest quality. If you believe you have received an item that is faulty, damaged or incorrect, please contact our Customer Services team as soon as possible by telephone or email. We will provide you with a Quality Returns Authorisation Number (RAN) and explain the returns process.

To help us investigate your claim quickly, we may ask you to provide photographs, a description of the issue and details of when the fault first occurred.

Inspection Process

All items returned as faulty are carefully inspected by our experienced team. Where appropriate, the item may also need to be assessed by the manufacturer or supplier before a final decision can be made. We will keep you informed throughout the process.

Please do not attempt to repair, alter or modify the product before returning it, as this may affect our ability to assess the claim.

Manufacturing Faults

If a manufacturing fault is confirmed, we will provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include:

• Repair of the item
• Replacement of the item
• A full or partial refund, where appropriate

Damage Not Caused by a Manufacturing Fault

Items will not be considered faulty where damage has resulted from misuse, accidental damage, incorrect fitting, improper care, unauthorised alterations or normal wear and tear.

Examples include, but are not limited to:

• Heat damage
• Cutting or trimming the wig or hairpiece
• Damage caused by adhesives, tapes or chemicals
• Incorrect washing, colouring or maintenance
• Damage caused by pets or accidental impact
• General wear through normal use

If our inspection concludes that no manufacturing fault exists, we will explain our findings and arrange for the item to be returned to you. Return postage may be payable.

Condition of Returned Faulty or Damaged Items

Items returned for inspection should be clean and in a hygienic condition wherever possible. If a returned item contains excessive perfume, smoke, pet odours or other contamination that prevents a proper inspection, we will contact you to discuss the available options before the inspection can continue.

How to Return an Item

Before returning your item, you must contact our Customer Services team by telephone or email to obtain a Returns Authorisation (RA) Number.

Our Customer Services team will issue your RA number and provide full return instructions. The RA number enables us to identify your parcel quickly, track your return through our system and process your return as efficiently as possible.

Please write your RA number on your Returns Label. The Returns Label can be found at the bottom of your invoice, which is included within your package. Returns received without an RA number may be delayed while we identify the order.

When contacting us, please provide:

• Your name
• Your order number
• The item or items you wish to return
• The reason for the return

Returning Your Parcel

Unless your item is faulty, not as described or supplied in error, you are responsible for the cost of returning your item to Simply Wigs.

We recommend returning your parcel using a tracked postal service, as you remain responsible for the goods until they have been safely received by us. Simply Wigs cannot accept responsibility for items lost or damaged whilst being returned.

Inspection of Returns

All returned items are carefully inspected by our Customer Services team upon receipt to ensure they meet our return conditions. This includes checking that the item is unworn, unaltered, free from damage or odours, and that all original tags remain attached.

If we have any queries regarding your return, we will contact you before processing your refund.

Items Returned with Fragrances or Odours

Returned wigs and hairpieces must be free from perfume, smoke, food odours and other noticeable fragrances.

If a returned item is found to have a noticeable fragrance or odour, our Customer Services team will contact you. Where appropriate, we may air the item for up to seven days to determine whether the scent naturally dissipates.

If the fragrance or odour has lifted during this period, your return will be processed in the normal way.

If the fragrance or odour remains after seven days, we will be unable to accept the return on hygiene grounds and the item will be returned to you.

Refunds

Once your return has been received and passed inspection, you will be refunded and notified by email.

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a refund will be processed within 14 days of receiving the returned goods, or evidence that they have been returned where applicable. At Simply Wigs, we pride ourselves on providing a fast service, and most approved refunds are processed within 24 hours of receiving and inspecting your returned item.

Refunds will be made using the original payment method. Please note that your bank, card issuer or payment provider may take additional time to credit the funds to your account.

Original delivery charges: If you cancel your entire order within your legal cancellation period and return all items, we will refund the standard delivery charge originally paid. If only part of an order is returned, the original delivery charge is not refundable. If you selected an enhanced or express delivery service, we will refund only the cost of our standard delivery option.

Returned to Sender (Undelivered Parcels)

If a parcel is returned to Simply Wigs by the delivery provider because it could not be delivered, we will contact you once it has been received back at our warehouse.

Parcels may be returned for reasons including, but not limited to:

• An incorrect or incomplete delivery address provided at checkout
• The parcel was not collected from a delivery office or collection point within the required time
• Delivery was refused by the recipient
• Delivery attempts were unsuccessful

If you would like your order to be re-despatched, an additional delivery charge will be payable before the order is sent again.

If you no longer require the order, we will process a refund in accordance with your statutory rights. Where the parcel was returned due to circumstances within the customer’s control, such as an incorrect address, refusal of delivery or failure to collect the parcel, the original delivery charge is not refundable, and any costs incurred in returning the parcel to us may be deducted from the refund.

If the parcel was returned because of an error by Simply Wigs or the delivery provider, we will work with you to arrange either a replacement delivery or an appropriate refund.

Please ensure your delivery address and contact details are correct when placing your order to help avoid delays and additional charges.

Exchanges

We are happy to exchange a wig for the same style in a different colour, subject to stock availability and the returned item meeting the conditions of this policy.

As prices may vary between different wig styles and manufacturers, we are unable to exchange for an alternative style. If you would prefer a different style, please return your original item, subject to this policy, and place a new order.

Unless the item is faulty, not as described or supplied in error, you are responsible for:

• The cost of returning the original item to Simply Wigs
• The postage cost of sending the exchanged item back to you

Our Customer Services team will advise you of the applicable exchange postage charge when arranging your exchange.

Frequent Returns

We understand that purchasing a wig online may require trying different styles to find the right one. However, where we reasonably believe our returns policy is being misused, we reserve the right to refuse future returns or orders.

Return Address

Simply Wigs Ltd
Unit 2E, Spa Fields Industrial Estate
New Street
Slaithwaite
Huddersfield
HD7 5BB

International Returns

Due to extended international transit times, we are unable to accept returns from customers outside the United Kingdom. International orders are therefore non-returnable. This does not affect your rights where goods are faulty, supplied in error or where applicable law requires a remedy.

Shop Purchases

The following section applies to purchases made in person at the Simply Wigs shop.

As customers have the opportunity to view, try on and choose their wig before purchasing, shop purchases are not covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to distance and online sales.

Our experienced team will provide advice and assistance to help you choose the most suitable style, colour and fit before you make your purchase.

For hygiene reasons, and because products are selected and fitted in person, Simply Wigs does not accept returns, exchanges or offer refunds on shop purchases if you change your mind.

This policy is communicated at the time of purchase, and a reminder is provided with your purchase.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If you believe an item purchased in our shop is faulty, not as described or not of satisfactory quality, please contact us as soon as possible. We will inspect the item and, where appropriate, offer a repair, replacement or refund in accordance with your statutory rights.

Questions About Your Return?

If you have any questions before returning an item, our Customer Services team will be happy to help. Contact us by telephone or email, and we’ll guide you through the process.

Telephone: 01484 844557
Email: [email protected]

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