DO YOU HAVE A RETURN POLICY?Updated 2 hours ago
By placing an order with Zeeellé, you’re agreeing to our Terms and Conditions. We want you to be completely happy with your purchase, so here’s everything you need to know about our return process.
Returns & Exchanges
We care deeply about the quality of our products and always aim for your order to arrive in perfect condition. But if something’s not quite right—whether it’s faulty or damaged—we’re here to help with a refund or exchange.
To get started, just reach out to our Customer Service team at [email protected] within 72 hours of receiving your order, and include a clear photo of the issue.
To be eligible for a return, the product must be:
In its original condition
Unworn and unaltered
With lace uncut and all tags still attached
Once we receive your item, our team of expert stylists will inspect it. If everything checks out, we’ll move forward with your refund or exchange.
Please note: We can’t accept returns or offer exchanges for items that have been worn, trimmed, bleached, lace cut, coloured, or otherwise modified.
Custom Orders & Non-Returnable Items
Some items can’t be returned, including:
Custom orders (these are marked with “+4-6 weeks”, “+days”, “Custom”, or are arranged directly via email, PayPal invoices, or third-party platforms)
Sale items bought at a discounted price
Products with pre-cut lace
Custom full lace wigs take at least 45 working days to make, though some may take up to 65 days. Please double-check all details before placing a custom order—we’re unable to offer refunds if you simply change your mind or find the colour doesn’t suit you.
Colour Disclaimer: We try our best to display wig colours accurately, but due to screen differences, slight variations can occur. These minor differences won’t be considered faults.
Refund Eligibility
For accepted returns, refunds are processed only after the item has been thoroughly checked by our Art Team (yes, they’re actual hairdressers!). If the unit has been altered in any way, we can’t process a refund, and the item will be returned to you.
To qualify for a refund:
Contact us within 72 hours of receiving your order
Item must be in original condition: unworn, lace uncut, tags intact, and unaltered
Make sure the lace remains uncut during your initial try-on. Returns that don’t meet these criteria will be sent back.
Shipping & International Returns
Unfortunately, we do not cover return shipping costs—this includes international returns and refused deliveries
Refunds do not include shipping charges and will be issued based on the current exchange rate if paid in a currency other than GBP (£)
Always include your name and order number in the parcel
International Returns:
You can use your local courier service to return items to us. We recommend using a tracked service, as we aren’t responsible for lost parcels. Once we get your return, we’ll confirm via email and process your refund within 7–10 working days. Refunds may take up to 14 working days to appear in your account, depending on your bank.
When sending from outside the UK, be sure to mark your parcel as "Returned Goods" on the CN22 customs declaration form. If customs fees are charged due to incorrect labeling, this will be deducted from your refund.
Faulty Orders
If you suspect your item is faulty, please handle it carefully when trying it on. Do not cut the lace until you’re sure you’re happy with it.
Custom items: You may be offered an exchange or upgrade
Non-custom items: You’ll be given the option of a refund or exchange
Special Note on Custom Orders
In rare cases, we may accept a return on a custom order, but please note a 30% restocking fee will apply.
Cancellations
For custom items, once an order is placed on our website, we allocate our wigmakers to start hand knotting your wig. Please take note of the dispatch times added under our shipping policy. Where you request a cancellation of your order, we will charge a 30% of the sale price as restocking fee in order to process your cancellation.
REFUND OR EXCHANGE WILL BE PROVIDED AFTER THE PRODUCT HAS SAFELY BEEN RETURNED BACK TO US.
If you have any other questions, our team is always here to help! Reach out to us at [email protected].