DO YOU HAVE A RETURN POLICY?Updated a year ago
At our store, we value customer satisfaction above all else. If you're unhappy with your purchase, don't worry! You can return or exchange it - just make sure to send it back in its original packaging, along with any free gifts, within 7 days.
We offer a fuss-free returns and refund for all synthetic and non custom made items. For synthetic and non custom items, we are happy to offer a 7 days refund or exchange on unused items.
For the purpose of hygiene, we request that you wear a wig cap in all cases when trying on a purchased wig. Any item that has been altered chemically or physically no longer qualifies for an exchange or refund. This includes but is not limited to:
- The wig must have its tag.
- The wig must not be coloured, styled, bleached, washed, brushed or combed.
- The wig must not have been worn. The lace in front of wig must not be cut. The wig must not be in contact with any food smells, smoke, hair spray or perfume.
Additionally, in any case you receive a faulty product, we guarantee a refund or exchange of the unit/product. Please contact our customer service team at [email protected] before sending the item so we can advise on how to return the unit back to us.
CUSTOM ITEMS:
Please note that Custom Orders, which include any order with the labels “+4-6 weeks”, “+days” or “Custom”, are non-refundable and cannot be exchanged. This also includes orders made through email, order invoices sent from us via PayPal, or any third-party website or platform where a detailed agreement has been formed between you and our Company. As for Custom full lace wigs, please keep in mind that they take at least 45 working days to complete, although it may take up to 65 working days in some instances.
Scenarios where refund / exchange on custom/coloured items will not be accepted includes the following: changing your mind, feeling the colour doesn't suit you.
COLOUR DISCLAIMER: KINDLY NOTE THAT DESPITE OUR EFFORT TO PROVIDE CORRECT IMAGES OF EACH WIG, THE COLOUR OF THE WIG MAY BE SLIGHTLY DIFFERENT DUE TO PHONES / COMPUTER SCREENS. A wig with slightly different colour than shown on screen will not be classified as faulty.
Lastly, please be advised that selecting and confirming any order implicitly means that you agree to our Terms and Conditions.
ITEMS ELIGIBLE FOR REFUNDS
For accepted returns, refund will only be applied where a returned unit has been thoroughly inspected by the Art Team. The Art team consists of professional hairdressers and if the returned unit has been altered in any way e.g trimmed, coloured, knots bleached, Zeeelle will not take responsibility for any damage caused to the unit. We will return the product back to you. Where there is a defect with your unit you must contact our customer service team within 72 hours of receiving the product. Item must be in original condition, unworn, lace uncut, tags intact and wig must be unaltered in anyway. Please ensure the lace is uncut when trying out the unit. Failure to meet the above conditions will result in the returns being sent back to the customer.
Please note: We are not able to offer free returns for international orders.
Please note we are unable to refund shipping charges including shipping charges of refused deliveries. These charges will be deducted from your refund.
The value of refund for International non-GBP (£) will be based on the exchange rate at the date of refund.
Please remember to include your name and order number in your returned parcel.
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.
INTERNATIONAL CUSTOMER RETURNS
Non-UK customers can return unsuitable items using their local courier.
Please note, you will need to cover the postage cost as we do not offer free returns. We advise you send your return using a traceable service.
Zeeelle will not accept any liability for a lost untracked parcel. Please keep your proof of postage.
Once we received your returned item, we will send an email confirming receipt. A refund will be processed within 7-10 working days. It may take up to 10 working days for refunds to appear in your account depending on your card issuer or bank.
If you are sending back unwanted item, please complete a 'Customs Declaration' form CN22 label. Items must be marked as 'RETURNED GOODS'. Failure to mark parcel properly may lead to custom charges. This custom charges will be deducted from your refund.
HOW LONG WILL IT TAKE TO GET MY REFUND AFTER I RETURN
We process all refunds within 7-14 working days of receiving returned items. This may take longer during busy periods. An email confirmation will be sent confirming we received the returned item and we are processing your refunds.
Please note: refunds may take up to 14 working days to clear depending on your card issuer or bank.
QUALITY GUARANTEE
Our wigs last up to 1-3 years depending on how you care for them. Detailed care instruction is provided upon purchase of product. If care instructions is not received, please contact us at [email protected].
REFUND OR EXCHANGE WILL BE PROVIDED AFTER THE PRODUCT HAS SAFELY BEEN RETURNED BACK TO US. By placing an order, it means you accept our Terms and Conditions of sale.