RETURN AND REFUND POLICY

CHANGE-OF-MIND RETURNS

Due to hygiene reasons and the sensitive nature of wigs, we have a strict returns policy for change-of-mind purchases:

  • You have the right to request a return within 14 days of receiving your order

  • For hygiene reasons, wigs are not eligible for change-of-mind returns unless all original tags, labels, and complimentary extras are fully intact and attached

A change-of-mind return may only be accepted if the item is:

  • Unused / unworn / uninstalled

  • Unaltered (no lace cut, bleaching, tinting, washing, glue, heat-styling, colouring, etc.)

  • Returned in original packaging, with all tags attached and all included extras present (e.g. wig caps, melt bands, satin bag, accessories etc.)

If any tags are removed or extras are missing, the item will be deemed used and will not be eligible for return.

For change-of-mind returns, customers are responsible for return shipping costs. We will provide return instructions and the return address once the return is approved.

REFUNDS

  • Approved refunds will be processed back to your original payment method

  • Please allow 5–10 business days for the funds to appear in your account, depending on your bank or payment provider

  • Shipping costs (including special delivery options) are non-refundable

ORDER CANCELLATIONS

  • Once an order has been processed, we may not be able to cancel it

  • If you need to make a change, please contact us immediately

  • We’ll do our best to accommodate, but changes cannot be made once an order has been dispatched

GIFT BOXES

J’s Lace gift boxes and limited-edition packages include personalised items.

These orders are final sale and are not eligible for change-of-mind returns or refunds.

This is because personalised items are created uniquely for each order and cannot be resold.

By purchasing a personalised gift box, you acknowledge and accept that:

  • The order cannot be returned or refunded due to a change of mind

  • This applies regardless of whether the gift box has been opened or unused

Please note:

  • We do not offer partial refunds for individual items within a gift box

  • Personalised items cannot be exchanged

DEFECTIVE OR INCORRECT ORDER

If you believe you have received an item that is faulty or incorrect, please contact us at hello@jslace.co.uk within 14 days of delivery, quoting your order number and providing clear photos and/or video of the issue.

All faulty or incorrect order claims are subject to review and inspection.

Where a return is required in order to assess or resolve a faulty or incorrect order, the following conditions apply to all products:

  • The full order must be returned
  • All items included must be present
  • All tags must remain attached
  • Items must be unused, unworn, uninstalled, and unaltered
  • Items must be returned in original packaging, with all complimentary extras included

If any item is missing, altered, used, or has had tags removed, we may be unable to process a replacement or refund, even where a fault or error is claimed.

If approved, we will:

  • Arrange a replacement or issue a refund to the original payment method
  • Confirm whether the item needs to be returned and provide return instructions
  • Cover return postage (or provide a return label where available)

Do not send items back without prior approval. Unauthorised returns will not be accepted.

This policy does not affect your statutory consumer rights.

FINAL NOTES

Every J’s Lace package is part of our luxury experience and we stand by the quality of our products

For any questions, reach us at hello@jslace.co.uk or via WhatsApp on +447542491129, quoting your order number, and our team will be happy to assist