Rayna (Custom)

Please carefully review your order before completing checkout.

Once an order has been placed, you have up to 24 hours to request any changes or amendments. After this period, your order will have entered the production process.

At this stage, we will assume that you are satisfied with the details of your order and will proceed with production. Unfortunately, no further amendments can be made once production has begun.

Colour Disclaimer

We make every effort to ensure that product images accurately represent the colour of each unit. However, please be aware that colours may appear differently depending on your phone, tablet, or computer screen settings. As a result, slight colour variations between the product received and the images displayed on our website are normal.

Length Disclaimer

When selecting your preferred hair length, please keep in mind that styling affects the final appearance of the hair.

In particular, curling will make the hair appear shorter:

• Curled hair can appear up to 4 inches shorter than its straight length.
• For example, if you would like your hair to appear 26 inches when curled, we recommend selecting a straight hair length of 28–30 inches.

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.

Processing time for all our ready-to-wear wigs, extensions, and wig products takes 24-48 hours. For custom wigs, construction starts 24 hours after purchase. Your orders cannot be changed after that; custom sales are final at this point.

• All deliveries are handled by our courier partner DHL Worldwide Express. Deliveries within the UK are available Monday to Friday and take 1-3 working days after dispatch.
• Deliveries are carried out Monday to Saturday (excluding Sundays and public holidays).
• Standard Delivery is free for orders over £200.
• You will receive a tracking number via email once your order has been dispatched.
• A signature will be required on receipt.
• If you are unavailable to receive your parcel, the courier will leave a delivery card and may attempt a second delivery.

INTERNATIONAL DELIVERIES

• DHL Express is available Monday to Friday and takes 3-5 working days from the moment your order has been dispatched.
• You will receive a tracking number via email, and you can track your parcel once your order has been dispatched.
• Our couriers deliver during normal business hours, and a signature will be required upon receipt.
• International delivery costs £15 within Europe and North America.
• All customs and import charges on orders placed must be paid for by the recipient. Fantastic Wigs Limited is not responsible for these charges and has no control over the costs, as customs policies and import duties vary from country to country.
• If you are unavailable to receive your parcel, the courier will leave a delivery card.
• Please note that orders will not be delivered on any public holiday dates in your country. On these occasions, delivery should be expected to arrive the next working day.

UNDELIVERED ORDERS

• You can track your parcel with the tracking number provided via email once your goods have been dispatched. If the estimated delivery time has passed and you still have not received your order, please email us at support@fantasticwigs.co.uk. 
• We aim to meet the delivery times stated above. However, during busy periods (including sales), deliveries may take longer than usual. Our company cannot be held responsible for any lost or stolen parcels as a result of delivery instructions provided to the courier.