Rayna 5x5

Post your customer service details here.

We have a 14-day return policy, which means you have 14 days for us to receive your purchase back. 

Please note that you have 24 hours to cancel your custom wig order. After 24 hours, we assume you are happy with your purchase, and then we proceed to production.

Customers must measure their head circumference before placing an order for any of our ready-to-wear and custom-made wigs from this website. Please refer to our size chart if you need help with this.

READY TO WEAR WIGS

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, no curls unraveled, and in its original packaging. You’ll also need the receipt or proof of purchase.

Once a ready-to-wear wig has been customised as per client's request, it is no longer eligible for returns or exchanges. Customisations include:

• Cutting of lace
• Lace tint
• Bleached knots
  

CUSTOM WIGS

 We do not offer refund or exchanges for custom wigs. If your wig arrives damaged or defective, please contact us immediately by sending us a photo and email to support@fantasticwigs.co.uk.  We take extra care to ensure quality control for all our products before dispatch, and in the unlikely event that your order arrives defective or damaged, we are happy to exchange it for a new wig with the same specifications.

RETURN PROCESS

To start a return, you can contact us at support@fantasticwigs.co.uk. 
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

The customer is responsible for any return shipping cost; we recommend using a trusted and tracked courier service to send your items back to us. Fantastic Wigs Limited will not be liable for return shipping costs or items lost in transit. 

You can always contact us for any return question at support@fantasticwigs.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like, custom products (such as special orders or personalized items) and our exclusive range of Aurora wig products. These are personal care goods and not eligible for returns or exchanges.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. 

Please note, that the amount refunded will be net of a 10% administrative charge and the original shipping cost.  As a small business, we cannot offer FREE returns at this time, and therefore, you, the customer, must cover this expense.

Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@fantasticwigs.co.uk.