Refund policy

Returns and Exchanges

You have 14 days from the day you receive your item to inform us that you wish to return your item. Once you have notified us, you have a further 14 days to return the item to us.

Items must be returned in a resalable condition unless they are faulty. Refunds will be issued within 14 days of receiving the returned goods.

In the event of a return, the sum of £4.99 will be deducted from the total refund amount.

Non-Returnable Items

Please note that the following items are not eligible for return, exchange, or refund:

• Add-on products, such as the "Create Your Own Wig" option.
  
• Any product made using non-refundable add-ons.
• Items that have been customised, altered, or used. 
• Items that have been damaged by the customer after delivery.

Conditions for Return

To be eligible for a return, your item must be in the same condition that you received it—unopened, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase, which can be presented as an order number or invoice number.

The product is no longer eligible or acceptable for a return, exchange, or refund if it is in the following conditions:

• Labels and plastic packaging have been removed.
• Hair has been washed, coloured, bleached, or shows any other sign of use, subject to our inspection.
• Lace has been cut, bleached, or tampered with in any way, subject to our inspection.
• Any other sign that the product has been used, subject to our inspection.

To start a return, you can contact us at hello@houseofallurelondon.com. If your return is accepted,we will send instructions on how and where to send your package. 

Providing your item is returned as described above, we are happy to facilitate an exchange of items or alternatively a refund will be processed within 14 days of the return of the goods.

How to Start a Return

To start a return, you can contact us at hello@houseofallurelondon.com. If your return is accepted, we will send you instructions on how and where to send your package.

Providing your item is returned in an acceptable condition we are happy to facilitate an exchange of items, or alternatively, a refund will be processed within 14 days of the return of the goods.

Order Cancellations

All orders have a 1-hour time period in which they can be cancelled. Once this time has passed, order cancellation is no longer possible, and the order must go through the return or exchange process outlined above.

To cancel your order, please start a chat on the site with your order number and details.

You can always contact us for any return and refund questions at hello@houseofallurelondon.com.

Damages and Issues

Please inspect your order upon receipt 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. It is the customers responsibility to notify us of any defective or damaged items within 30 days of receipt. 

Please note that any damage occurring after the product has been received and used by the customer will not be eligible for return, exchange, or refund. It is the customer’s responsibility to handle the product with care. If a product is returned with damage that occurred during use, we reserve the right to refuse a refund or exchange.

Exceptions / non-returnable items

Unfortunately, items that have been customised, altered or used are no longer eligible for a return, exchange or refund.