Returns Policy

We offer a 14 day returns policy, which means you have 14 days from the date of delivery to request a return using our free returns service in Mainland UK*. We will provide a full refund for all items where a return is requested within 14 days of the delivery date in line with the terms of this Returns Policy.

To be eligible for a return, your item must be in the exact, same condition that you received it, unworn or unused, the security ribbon and/or tag must not have been removed, broken or tampered with in any way, and in its original packaging. Any promotional items received as part of the order you are returning must also be returned to us at the same time and in the same condition. If any promotional item is not returned, we reserve the right to deduct its value from your refund amount.

To arrange a return, please make your request via our easy to use, online Returns Portal for the item you wish to return. If your return request meets the conditions of this policy and is accepted, we will email you a prepaid returns label, as well as instructions on how and where to send your package. The item must be returned to us within 14 days from the date we issue a prepaid returns label to you. Please ensure you pack your item securely, preferably in the original outer packaging in which you received the item to minimise the chance of damage in transit, for which we cannot take responsibility. 

We will provide you with a prepaid returns label as described above but you must still ensure you obtain a receipt, either from Royal Mail or other delivery service (depending on which delivery service we opt to use at the time), as proof of returning your parcel. Any packages lost, delayed or damaged in transit will be your responsibility.

Items sent back to us without first requesting a return will not be accepted.

Please also view our Returns FAQs section for additional information or contact us directly for any returns related queries.

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.

EXCEPTIONS/ NON-REFUNDABLE ITEMS
To be eligible for a return, the security ribbon and/or tag on our hair extensions must not be broken, removed or tampered with, be unused and be in the same condition that you received the item. Please send the item in the same packaging as you originally received it. 

We are unable to accept any returns where the security ribbon and/or tag has been broken or removed from our hair extension products due to hygiene and quality. In these circumstances, the use of the hair extensions is deemed and therefore, may not be returned. In addition, the item must remain in a fully, saleable condition with any loss of value through over-handling deductible by us from the total amount refundable to you. Any non-hair extension products we sell must also be unused and in the same condition that you received the item(s) with any ribbons and/or tags kept in place and not tampered with.

Unfortunately, we cannot accept returns on gift cards.

EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

REFUNDS
Once we have received and inspected your return, we will notify you if the refund is approved or not. If approved, a credit will be automatically applied to your credit card or original method of payment. We require up to 5 business days from receiving the returned item to process the refund. Please note that the Financial Institution that facilitated the original payment may require additional days before funds are returned to your account. In the event that a gift card was used for partial payment, the gift card will be refunded ahead of any other payment method used.

Please be advised that returns are monitored closely and Phoenix Crown Ltd may, in its sole discretion, give consideration to any potential breaches of these terms, Terms of Service, conditions, policies and notices stated here and across the Website, or evidence of unusual returns activity. 

* England, Scotland, Wales and Northern Ireland excluding all and any islands.