Effective Date: 15.11.2025

Quick Summary

• Change of mind: 14 days from delivery for unopened, unused items
• Wrong size/fit: Exchange within 3 days, even if opened (see Fit Guarantee below)
• Faulty or not as described: I’ll repair, replace or refund according to UK consumer law
• Refund timing: Within 14 days of receiving your return or proof of posting
• Return postage: You cover returns for change of mind; I cover it if I made an error or the item is faulty
• Support: sh******@*******gs.com

Not Sure Before Ordering? Let Me Help

The best returns are the ones that don’t happen. Before you order, I’m here to guide you:

Free Wig Match Mini Chat – 10-15 mins

• Quick video call to discuss your style, budget and needs
• I’ll point you towards the most suitable textures, lengths and cap styles
• Perfect if you’re just starting your wig journey and need direction

Full Virtual Wig Consultation – 30-45 mins

• In-depth 1-to-1 session covering your hair goals, lifestyle and styling routine
• Personalized recommendations on lace type, length, density and cap size
• Follow-up email with hand-picked Evara wig suggestions
• Investment: £35 (fully redeemable against any wig purchase within 30 days)

Need to See the Texture First?

• Contact me about ordering a texture swatch before committing to a full wig
• Small samples help you see and feel the hair quality in person

Learn more about consultations

This is about finding YOUR perfect wig, not just making a sale. I’d rather spend time helping you choose right than process a return.

Fit Guarantee – New!

I know you need to try a wig on to check the fit. Here’s how I protect you:

If the cap size doesn’t fit properly:

• Contact me within 3 days of delivery
• I’ll exchange it for the correct size, even if you’ve opened the packaging and tried it on
• Requirements: Lace must be uncut, wig must be unworn (no styling, no products, no adhesives), clean and in original condition with all tags attached.  I include a free wig cap in the packaging for hygiene, please use it before trying the wig on. 
• This applies only to sizing issues, not change of mind on colour or texture

How to avoid sizing issues:

• Use my head measurement guide before ordering
• Contact me if you’re between sizes – I’ll advise you
• Most sizing issues can be prevented with proper measuring

What’s Returnable (Unopened, Unused)

You can return the following within 14 days of delivery if completely unopened (tamper seal intact), unused, in original packaging, with tags attached, lace uncut, and odour-free:

• Human hair bundles, closures, frontals
• Accessories (bands, combs, tools) that are hygiene-safe when unopened
• Ready-to-wear wigs only if completely unopened and lace uncut

Why this matters: Once a hygiene seal is broken or lace is cut, I cannot legally resell the item. For everyone’s safety and hygiene, opened wigs cannot be restocked.

Non-Returnable Items (Hygiene & Customisation)

For hygiene and safety reasons, I cannot accept returns on:

• Opened wigs with broken seals, cut lace, or that have been worn, brushed, styled, coloured, washed or altered
• Custom or bespoke wigs made to your specifications (built, toned or coloured for you)
• Adhesives, melts, sprays, removers, and opened wig caps
• Sale or clearance items (unless faulty)

Your legal rights: Even if an item is non-returnable for change of mind, your statutory rights for faulty or mis-described goods always apply under UK consumer law.

Faulty, Damaged or Incorrect Items

If anything arrives faulty, damaged, or not as described, I’ll make it right.

What to do:

1. Email me at or****@*******gs.com within 3 days of delivery
2. Include your order number, clear photos or video, and a brief description
3. I’ll assess the issue and offer a repair, replacement or refund

Your rights:

• Within 30 days of delivery: You can reject faulty goods for a full refund
• Within 6 months: I’ll repair or replace faulty items unless I can show the issue was caused by misuse
• These rights apply even if you’ve opened and used the item

What counts as faulty:

• Manufacturing defects (excessive shedding from poor knotting, lace tears, cap construction issues)
• Significantly different from description (wrong texture, length, colour)
• Damaged in transit

What’s not a fault:

• Normal shedding (5-10 hairs per brush session is normal for hand-tied wigs)
• Colour variations between your screen and the actual wig
• Damage from heat styling, chemicals, or improper care
• Personal preference (not liking the style after opening)

How to Start a Return or Exchange

Step 1: Contact Me Email or****@*******gs.com with:

• Your order number
• Reason for return or exchange
• Photos if relevant

Step 2: Get Approval I’ll confirm whether your return is eligible and send you return instructions. Don’t send anything back without approval first.

Step 3: Pack Securely

• Include all original packaging, tags, accessories and any free gifts
• Pack securely to prevent damage in transit
• Use the original box if possible

Step 4: Send with Tracking

• Use a tracked postal service (Royal Mail Tracked, DPD, etc.)
• Keep your proof of postage
• You’re responsible for the item until it reaches me
• I recommend insuring high-value items

Step 5: I’ll Process Your Return Once I receive and inspect your return, I’ll process your refund or exchange within 14 days.

Refunds & Exchanges

Refunds:

• Issued to your original payment method within 14 days of me receiving the return or valid proof of posting (whichever comes first)
• Original delivery fees are non-refundable unless I made an error or the item is faulty
• If you received a free gift and don’t return it in saleable condition, I may deduct its value from your refund

Exchanges:

• Subject to stock availability
• Processed once your return passes inspection
• I’ll ship your exchange as soon as possible
• If there’s a price difference, I’ll contact you

Payment Methods:

• Klarna/Clearpay: Your payment plan adjusts automatically after I process the refund
• PayPal/Credit Card: Refunds return to the same account used for purchase
• Your bank may take 3-5 business days to show the refund

Shipping Costs & Responsibility

Change of Mind Returns:

• You cover return postage
• You’re responsible for the item until it reaches me safely
• I recommend using tracked and insured services

Faulty/Incorrect Items:

• I cover all return shipping costs
• I’ll send you a prepaid return label or reimburse your postage

Original Delivery Fees:

• Non-refundable for change of mind returns
• Refunded in full if I sent a faulty or incorrect item

Fair Use & Inspection

To protect everyone’s health and safety, I inspect all returns for:

• Hygiene compliance (no odours, product residue, or signs of wear)
• Condition (lace intact, tags attached, original packaging)
• Authenticity (confirming it’s the item I sent)

I may decline returns that arrive opened, altered, worn, with cut lace, missing tags, or with odours or product residue. This aligns with UK consumer rights hygiene exemptions.

I’m not trying to catch you out – I just need to ensure returned items can be safely resold.

London Adjustment Service 

Before returning a wig, consider if a simple adjustment might solve the issue:

Free Video Consultation:

• Video call to show you how to customize the lace yourself
• Tips on adjusting straps or combs for better fit
• Styling advice to achieve your desired look

Mail-In Adjustment Service:

• Send your wig to me for professional lace customization, plucking or tinting
• I’ll complete the work and post it back to you within 5 -10 working days
• Contact me for pricing and current turnaround times
• Often cheaper and faster than a return and repurchase

Sometimes what feels like the “wrong wig” just needs a small tweak.

Frequently Asked Questions

Can I try the wig on and still return it?

For hygiene reasons, no – not for change of mind. However, my Fit Guarantee covers sizing issues within 3 days if the lace is uncut and the wig is unworn and clean. If you’re unsure, contact me before opening.

What if the wig is faulty after I open it?

Your statutory rights always apply. Contact me within 3 days with photos/video, and I’ll repair, replace or refund according to UK consumer law.

Do you accept returns on custom wigs?

No for change of mind, because they’re made specifically for you. However, if a custom wig is faulty or not made to your agreed specifications, you still have full legal rights.

How long do refunds take?

I process refunds within 14 days of receiving your return or proof of posting. Your bank or payment provider may take an additional 3-5 days to show the refund in your account.

Who pays return postage?

You pay for change of mind returns. I pay if I sent the wrong item or the item is faulty.

What if I ordered the wrong colour/texture?

If unopened, you can return it within 14 days. If opened, it’s non-returnable. This is why I offer free pre-purchase consultations – message me before ordering if you’re unsure!

Can I exchange instead of getting a refund?

Yes, subject to stock availability. Contact me and I’ll arrange it.

What happens if my return gets lost in the post?

This is why I always recommend tracked postage. If you have proof of posting, I’ll work with you. Without tracking, there’s no way to confirm the return was sent, which makes it difficult to process.

My Promise to You

I started Evara Wigs because I believe everyone deserves beautiful, high-quality hair and honest service.

If something goes wrong, talk to me. I’m a real person running a real business from London, and I’ll do everything I can to make it right – whether that’s a video call to troubleshoot, a mail-in adjustment, or a straightforward refund.

Shaurice
Founder, Evara Wigs

 

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