Refund policy

At J’s Lace, every unit is crafted and packaged with care. We want you to love your new hair as much as we do.

Please read our policy carefully before making your purchase.

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.

DEFECTIVE OR INCORRECT ORDER

If your item is faulty or incorrect, you are eligible for a return within 14 days of delivery, even if the packaging has been opened for inspection, provided the item remains unused and unaltered with all original packaging, tags attached and included extras present

You must:

  • Contact us via email hello@jslace.co.uk, as soon as possible
  • Provide clear photos and/or videos so we can assess the issue

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.

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 guaranteed once an order has been dispatched

GIFT BOXES

Gift packages, limited-edition boxes, and promotional bundles are eligible for return within 14 days of delivery, provided the entire package is returned unused, unaltered, and complete

All items within the package must be:

  • Unused / unworn / uninstalled
  • Unaltered (no lace cut, washing, glue, heat, tinting, etc.)
  • Returned with all original tags, packaging, and complimentary items intact

If any item within the package has been opened, used, altered, or is missing, the package will no longer qualify for a change-of-mind return

We do not offer partial refunds for individual items within gift packages

Returns for defective or incorrect items remain unaffected and are handled in line with our standard returns policy

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