Refund policy

If something is not right, tell us before you change it.

Wigs are personal and we want the process to feel clear. Please read this page before removing any return seal, cutting lace, wearing, washing, styling or altering your piece.

Cancel an order

If your order is eligible for the statutory withdrawal period, use the clear Cancel an Order function on the website or the Model Withdrawal Form. You do not need to give a reason.

CTA: CANCEL AN ORDER

CTA: MODEL WITHDRAWAL FORM

Before returning a wig

Contact SIW and wait for return instructions. Do not send a parcel to an address that has not been confirmed for the return.

Unless the law requires otherwise, a change-of-mind return may need to be:

• In its original condition

• Unworn other than the level of inspection legally permitted

• Unwashed and unstylised

• Free from odour, make-up, adhesive, product and damage

• With lace uncut

• With the return or hygiene seal intact where applicable

• With original tags, specification card, packaging and included items

Ready-to-Ship standard pieces

Standard, non-personalised Ready-to-Ship pieces may be eligible for a change-of-mind return during the applicable period when the legal and condition requirements are met.

Made-to-Order and personalised pieces

Where a piece is made to selected measurements or clearly personalised to an approved specification, the statutory change-of-mind right may not apply. Any exception must be stated clearly before payment. Legal rights remain if the product is faulty or does not match the agreed specification.

Pre-cut lace, styling and alterations

Choosing pre-cut lace, a custom cut, colour adjustment, added or removed hardware or another personal service will result in a no return policy

Return delivery, inspection and refund

[INSERT THE APPROVED PROCESS, WHO PAYS RETURN DELIVERY, THE INSPECTION STEPS, REFUND TIMING AND ANY LAWFUL DIMINISHED-VALUE POSITION.]

Return address: 59 Nagtzamstraat, Haarlem, 2032TD, Netherlands

Faults

If you believe an item is faulty, damaged or not what you ordered, email natalie@sheiswearingit.com with:

• Your full name

• Order number

• A clear description of the issue

• Photographs in natural light

• A short video where movement or fit is relevant

• The date the issue was first noticed

• How the wig has been worn, washed, stored or altered

Do not continue wearing, washing or altering a possible faulty product if doing so could make the issue worse.

Normal wear can include

• Gradual lace softening or fraying

• Some shedding during wear, brushing and washing

• Colour warming or fading through sun, washing, heat or hard water

• Dryness where hair needs more moisture

• Nape tangling from friction

• Reduced wave definition after washing

• Stretch or wear to elastic and adjustable straps over time

Contact us for assessment if you notice

• Sudden or unusually heavy shedding

• A seam, strap or ear tab failing unusually early

• A material difference from the written order specification

• Damage present on arrival

• A problem that prevents normal use despite following the care guide

Assessment process

We may ask for photographs, video, the care routine and the product to be returned for inspection. The outcome may include advice, repair, replacement, price reduction or refund depending on the issue and your legal rights.