SHIPPING & RETURNS
We currently offer free standard, untracked signed for postage on all orders over £50, within the UK. Orders under £50 are currently £5 for 1st Class Royal Mail Signed for. International is currently a flat rate of £8.50.
Delivery guides: Pre- orders: Your items should be dispatched within 14 working days unless otherwise specified.
Standard orders: Your items should be dispatched within 7 working days unless otherwise specified.
Personalised/ bespoke orders: Delivery times will be extended and may vary. These will be advised prior to your purchase.
Please note: Of course we make every effort to dispatch your order on time, though there may be times when this may not be possible and unexpected delays occur. Delivery times are provided as a guide and are not guaranteed. If you have not received your item within the time advised, please get in touch and we will be happy to look into it for you. We use Royal Mail for most of our shipping.
Return & Exchange Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. In accordance with Consumer Contracts Regulations, under excemptions 'tailor made' and/or 'broken hygiene seals', refunds are only available where the item has arrived faulty as a result of a manufacturing fault. We will require evidence of this and will usually ask for the item to be returned for investigation before deciding on a refund. To be eligible for a fault return, your item must be unused and in the same condition and original packaging that you received it. You must also notify us of the fault within 2 days of receipt. Our policy also applies to purchases made via 3rd parties, including where reserved stock has been created specifically for customers of the 3rd party, unless they have specified their own return policies which have been pre-approved by Happy Hair Ltd.
Several types of goods are exempt from being returned:
Perishable goods such as food and edible items, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Refunds made outside of our 30 day policy will not be accepted. Refunds will not be accepted on any items for wrong sizing, or if you've changed your mind, due to hygiene reasons. Most of our items are handmade and some made to order in the UK.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase. Postage costs are payable by the customer.
There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* 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 30 days after delivery
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 approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, the funds can take a number of days to show. Refunds are often quicker via Paypal.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your bank, it may take some time before your refund is processed by the payment gateway.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Sale items (if applicable).
Sale items are exempt from any refunds and cannot be returned.
Exchanges (if applicable)
We only replace items if they are defective or damaged upon arrival as a result of a manufacturing fault. If you need to exchange it for the same item, please send us an email to email@example.com and we will provide you with further instructions.
To return your product, you should send us an email to: firstname.lastname@example.org
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.