Refund & Cancellation Policy

RETURNS

Our policy lasts 14 days. If 14 days have gone by since your item was delivered, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with all of the internal packaging included. Items must be returned unworn, unbrushed, complete with tags and original packaging and lace intact. At no point should the tags have been removed or tampered with. No refunds will be issued for wigs that show signs of use, have been brushed or have acquired additional odours or where is it evident that the tag has been tampered with or removed and re-attached. For hygiene reasons, we are unable to exchange or refund payment on wigs and hairpieces that show signs of having been worn, cut, brushed or restyled.

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.

Non-returnable items

Several types of goods are cannot be returned. We do not accept products that are:

• intimate or sanitary goods
• hazardous materials, or flammable liquids or gases.
• Toppers
• Men's hair pieces and hair patches

Additional non-returnable/non-refundable items:

• Gift cards
• Some health and personal care items
• Fees for WIGgIT parties are non-refundable

To complete your return, you must click here to submit your return and get an RMA. It can take up to 2 working days for your return request to be processed.

Please do not send your purchase back to the manufacturer.

There are certain situations where partial refunds may be granted (if applicable and is discretionary):

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 28 days after delivery

Shipping your return/exchange item

To return your product, click here to submit your request you should mail your product to: WIGgIT Ltd, Unit 4 Ronald Rolph Court, Cambridge, GB CB5 8PX

You will be responsible for paying for your own shipping costs for returning your item. Only the cost of standard shipping cost is refundable. The cost of standard shipping is £4.99. Where no shipping cost was paid then no shipping cost is refundable. Upgraded shipping costs and International shipping costs are non-refundable. For example, if you purchase Ship It Faster, you would not receive a refund for the shipping. If you receive a refund, the cost of return shipping will be deducted from your refund where shipping is provided by WIGgIT.

Depending on where you live, the time it may take for your exchanged product to reach you, can vary.

You should consider using a trackable shipping service and purchasing shipping insurance. We don’t guarantee that we will receive your returned item. For UK returns, the returned item must be received within 7 days of raising a valid return. For International items, the return must be received within 21 days of raising a valid return.

Please package the items carefully as goods and packaging damaged in transit may not be refunded or the restock fee may be increased.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

If your refund is rejected, you can request to pay for the item to be returned to you.

Exchanges (if applicable)

You may choose to exchange an item for another item. The returned item including its packaging must be as new and undamaged. The cost of returning the item is the responsibility of the buyer. WIGgIT will send out the replacement item by Standard shipping only. If you require faster shipping  this is chargeable. If you need to exchange an item submit a return request and choose the option exchange when prompted. You will receive an email notification and label when your return is approved. Note, that items may only be exchanged once and no further refunds or exchanges will be made.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded only exchanged.

Discounts/Black Friday Offers

If a discounted item is, or items are returned, the discounted amount for the whole order up to value of the returned items will be deducted from the refundable value before any cash value is refunded. 

For example, Sally buys 2 wigs in a buy x get y offer, one is £20 and the other is £10. A 50% discount is applied to the £10 wig at checkout (i.e.£5). So, the total Sally pays is £25. Sally decides to return the £20 wig. Any restock fee applicable is deducted first, let's say 10%, i.e £2, then the discount value of £5 is deducted from the price of the wig. So, the refundable value is £13.

Restocking Fees

We reserve the right to apply a restock fee. The restock fee depends on the condition in which the item is received. It is generally 10% of the value of the item, but may be more depending on the condition of the item and packaging. The restock fee is generally waived for exchanges providing the item and its packaging are returned as new.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at speaktous@wiggit.co.uk.

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, where the buyer diverts the parcel, 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.

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. 

International Returns

We allow 21 days from the date of delivery for the return of International items.

The return shipping cost and any duties or fees are the responsibility of the buyer.

We recommend that to avoid any costs, the return item is clearly marked as a RETURN on the outside of the packaging and on the postal/commercial documents.

The arrival of the item is the responsibility of the buyer, so we recommend sending your item back via a trackable method.

We reserve the right to apply a restock fee. The restock fee depends on the condition in which the item is received, but is generally 10% but may be more depending on the condition of the item and packaging. Original shipping costs are not refunded.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

CANCELLATIONS

Working Day

A working day is considered Monday-Friday. Weekends and Bank Holidays are not working days. The cut off time for processing orders and cancellations on a working day is 0930.

To cancel your order send an email to speaktous@wiggit.co.uk stating your order number and reason for cancellation.

Cancellations

An order may be cancelled to prevent fulfilment according to the following timescales depending on the type of shipment selected:

Shipment option: 1-2 working days

• Orders must be cancelled within 60 mins of being ordered, otherwise 100% cancellation fee applies.

Shipment option: 2-4 working days

• Orders placed before 0930 must be cancelled within 4 hours of being ordered, otherwise we reserve the right to fulfil the order or charge a 75% cancellation fee.
• Orders placed after 0930 must be cancelled the same working day otherwise we reserve the right to fulfil the order or charge a 75% cancellation fee..

Shipment option: 4-6 working days

• Orders placed before 0930 must be cancelled within 1 working day of being ordered, otherwise we reserve the right to fulfil the order or charge a 50% cancellation fee.
• Orders placed after 0930 must be cancelled before 0930 of the next working day otherwise we reserve the right to fulfil the order or charge a 50% cancellation fee..

Shipment option: 7-10 working days

• Orders placed before 0930 must be cancelled within 1 working day of being ordered, otherwise we reserve the right to fulfil the order or charge a 25% cancellation fee.
• Orders placed after 0930 must be cancelled before 0930 of the next working day otherwise we reserve the right to fulfil the order or charge a 25% cancellation fee..

Approved cancellations that fall outside of these parameters are subject to a 10% restocking fee.

WIGgIT Ltd reserves the right to unilaterally cancel any order made.

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 WIGgIT immediately at speaktous@wiggit.co.uk , so that we can determine if a case should be opened.

If you have an issue with your order, or the delivery of it, you should contact WIGgIT at speaktous@wiggit.co.uk on the same day as the delivery confirmation by the courier, otherwise your order will be considered to have been delivered and/or 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 WIGgIT in the first instance at speaktous@wiggit.co.uk.

WIGgIT 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 WIGgIT time to resolve the issue, or instead of contacting WIGgIT an admin fee of £50 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, WIGgIT reserves the right to recover all costs and sale value through legal action.

Your statutory rights are not affected.

This page was last updated 28/08/2023 with new returns links