Return & Refunds

RETURN & REFUNDS POLICY

Please carefully read the terms and conditions of our return policy below.
Do NOT return anything until you have completed a Returns Request Form.

RETURN CONDITIONS

(1) All wigs are checked prior to being packaged and dispatched by both the manufacturer and Willwigs.com.

(2) Returns must be in the original packaging with tags. The tags must not be removed when you are trying a wig on. If tags are cut, removed or retied on, then a refund will not be issued.

(3) Packaging must be in original condition and not taped in any way.

(4) The wig or hairpiece must be neatly placed back in the box – exactly as you received it.
The wig or hairpiece must not smell of tobacco, food, perfume or any other strong smell.

(5) The wig must arrive back at Willwigs.com within 21 days of being delivered to you or the first attempt at delivery, whichever is the earlier. No returns will be accepted after 21 days and there will be no refund after this time.

(6) If the product is not received in the same condition it was sent to you there may be a delay before the manufacturer approves or rejects your refund.

(7) Once your refund request has been accepted, refunds are usually processed within seven days of the returned item received. The timeframe of the funds reaching your bank account vary depending on your provider.

(8) If an item is returned in unacceptable condition, we will send it back to you and no refund will be issued.

SHIPPING

Please ensure your delivery details are correct as any undelivered orders will be returned at your cost.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable.

We cannot refund any returns that are lost in transit.

Willwigs.com reserve the right not to supply to customers who repeatedly return orders.

COVID-19

Customer returns are quarantined for 72 hours prior to being handled. This may delay the processing of refunds or exchanges, but we know that you consider safety: yours and ours to be the most important factor.

Undeliverable/unclaimed items

When an item is returned to us because no-one was home after 3 attempts, or because the item was not claimed by the client or because an incorrect postal address was given, the you will need to pay the cost of re-delivery. If you decide that you no longer want the item. The return will be subject to a restocking fee and a return shipment fee which is equal to cost of the original shipment paid. In the case where no shipping fees were paid, the return shipping deductible is $4.99.

Delayed Shipments

We always aim to despatch your item in time to arrive within your chosen delivery time frame. No shipping time frames are guaranteed. In addition, we are not responsible for external factors that are out of our control, for example postal strikes, courier delays etc that may delay the arrival of your order. Where we have shipped your order on time and using an appropriate shipping method for your order to arrive on time, and your item arrives late, we will not refund shipping costs

CANCELLATIONS POLICY

We understand that it is a very important undertaking to order a wig for your needs, and our cancellation policy was created with bearing this in mind. However, it is important to note that our wigs are made to order, and once the tailoring process has begun the materials cannot be reused.
The good news is that after placing your order, there is still time for you to change your mind. For further details, please refer to our cancellation policy below.

(1) Orders canceled within 12 hours of payment confirmation will be 3.5% fee taken. This fee is to cover the Paypal fees or credit card merchant fees we are charged on every transaction that we do not get back when an order is cancelled.

(2) Orders canceled after 12 hours, or we have processing the producing, sorry to say that we will charge a 35% cancellation fee. This fee is to cover the wig as the material fee for which we had paid to the factory.

(3) Orders canceled after we have finished the producing, sorry to say that we will charge a 50% cancellation fee. This fee is to cover the wig as the material fee for which we had paid to the factory.

(4) Orders canceled after we have shipped to you, sorry to say that the order can't be cancelled.

To cancel your order send an email to [email protected] stating your order number and reason for cancellation.

Please note that your order will automatically be cancelled if you do not pay within 2 hours.

DISPUTES & NON-RECEIPT

Non-receipt

All items are sent via a tracked method of posting. You will receive an email from the courier that an item is being sent to you.
It is the buyer's responsibility to track the item. If an update to tracking cannot be seen for 3 days, or the item is showing as delayed for whatever reason, it is the responsibility of the buyer to contact Willwigs.com immediately at [email protected], so that we can determine if a case should be opened.
If you have an issue with your order, you should contact Willwigs.com at [email protected] on the same day as the delivery otherwise your order will be considered to have been accepted as ordered.

Disputes

If you would like to raise an issue or dispute about an item received or not received, then the you should contact Willwigs.com in the first instance at [email protected].
Willwigs.com require 21 working days to resolve disputes. Disputes in relation to deliveries require 28 working days.
If you choose to raise a dispute with your payment card provider, Paypal or via another another means other than allowing Willwigs.com time to resolve the issue, or instead of contacting Willwigs.com an admin fee of $25 will be levied to the buyer to cover the costs of responding to the case.
Should the dispute case be found in favour of the buyer by a third party payment provider, Willwigs.com reserves the right to recover all costs and sale value through legal action.
Your statutory rights are not affected.