Returns, Exchanges & Refunds Policy

 

Returns, Exchanges & Refunds Policy

At A-List Lace Hair, we are committed to delivering premium wigs crafted to an exceptional standard using only high-quality 100 percent raw and virgin hair. We understand that purchasing a lace wig is an investment, and our goal is to make your experience confident, transparent, and reassuring.

Every wig is carefully inspected before dispatch or fitting to ensure it meets your order specifications and our quality assurance standards.

This policy is offered in addition to your statutory consumer rights.

Easy & Free Returns on Eligible Items

We offer free DHL returns for eligible items, including international orders.

To start a return, simply email info@a-listlacehair.com with your order number. Our team will provide you with a prepaid DHL returns label and clear next steps.

Please do not return items without contacting us first.

Return Eligibility Criteria

To qualify for a return, exchange, or refund, all of the following conditions must be met:

  • The wig must be brand new and unworn

  • The wig must not have been fitted by us

  • The wig must be unaltered in any way

  • The lace must be uncut

  • No glue, adhesive, styling products, chemicals, or heat have been applied

  • The wig has not been dyed, washed, conditioned, permed, styled, or cut

  • Any hygiene seal or tag must be fully intact

  • The return request is made within 30 days of delivery

  • The wig passes inspection upon return

For hygiene and sanitary reasons, wigs that do not meet the above conditions cannot be accepted.

Try-On Guidelines

You may carefully try the wig on indoors for fit only.
During try-on:

  • Do not cut or trim the lace

  • Do not apply glue, adhesive, or products

  • Do not style, brush aggressively, or manipulate the hair

Once the lace is cut or any product is applied, the item becomes non-returnable and non-exchangeable.

Non-Returnable Items (No Exceptions)

We do not accept returns or exchanges if any of the following apply:

  • Lace has been cut or altered

  • Glue or adhesive has been applied

  • Hair products or chemicals have been used

  • Hair has been dyed, washed, conditioned, permed, styled, or cut

  • The wig has been worn or installed

  • The lace or hair has been torn, ripped, or damaged

  • You requested lace cutting or any custom alteration from us

Customised or altered units are strictly non-refundable and non-exchangeable.

Exchanges & Store Credit Options

To make your experience as flexible as possible, we offer the following alternatives to refunds:

Exchanges

You may exchange an eligible wig for a different size, length, texture, or unit. If there is a price difference, this can be paid or refunded accordingly. Exchanges help you get the perfect fit faster and reduce waiting time.

Store Credit

You may choose store credit instead of a refund. Store credit is issued faster than refunds and can be used online or in store.

Our team will guide you through the best option once your return is received.

Returns Address

All returns must be sent to our London fulfilment centre.

A-List Lace Hair
203a North End Road
West Kensington
London
W14 9NL
United Kingdom

Please note:
We are unable to process returns in New York due to operational capacity.

Refund Processing Timeline

  • Store credit is typically issued within 24 hours of successful inspection

  • Refunds are processed within 24 hours of inspection

  • Refunds are issued to the original payment method

Important Care Notice

Please handle your wig with care and follow the care instructions provided with your purchase. We cannot accept responsibility for damage caused after delivery. Wigs damaged due to misuse, incorrect handling, or failure to follow care guidance are not eligible for return.

By placing an order with A-List Lace Hair, you confirm that you have read, understood, and agreed to this policy.