Refund policy

Real Hair London pride in high levels of customer satisfaction. We maintain a very high level of quality control whilst ensuring that our customers receive nothing short of the finest quality of human hair extensions and lace systems. All of our hair products are derived directly from its countries of origin and are prepared by the most skilled craftswomen in the industry. As part of our quality assurance measures, every order is thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.

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!

You can always contact us for any return question at: Customer Service or

Email [Regarding: Returns] info@realhairlondon.com

Log into your customer account to request a return to exchange your order here: My Account

Exchange Rules

Due to the nature of our products all sales are final. Refunds are not accepted. However exchanges may be accepted subject to the terms and conditions set below:

  • Exchange items within 14 days (10 business days) of ship date. After that date items are no longer returnable
  • You agree to exchange a purchased product for another product of equal value or agree to accept store credit
  • You agree to print a return label by accessing your customer account to start a self-serve return. Upon printing the return label you accept £12 will be deducted from the paid order amount. If the package hasn't shipped within 14 days of printing the label, the label will be void, and is no longer returnable
  • For hygiene reasons we respectfully ask that if you are trying a wig on that you use a wig cap in all cases (wigs caps can be purchased on our site or you may use one of your own)
  • We will not accept any returns or exchanges on reduced price items, Sale items, Clearance Sale or Boujee On A Budget collection
  • We will not accept any returns or exchanges on any damaged, worn, or altered items
  • We will not accept any returns or exchanges on any products where the protection seal has been untied, cut off, removed, broken, damaged or tampered with
  • Products must be in factory condition and must include the original undamaged box and packaging, and all hang tags must be still attached. Items may be tried on but cannot be brushed out, used, worn, or altered in any way, nor have any product or perfume on them
  • Box must be in factory condition do not apply any tape to it
  • We must receive the merchandise before an exchange can be made
  • In the specific case of a customised order placed for lace wigs, handmade wigs, lace frontals and lace closures, wefted bundles, they will not be accepted for returns or exchanged once the order has been placed
  • In the specific case of a exchange you accept a 25% restocking fee will be deducted from the paid order amount
  • In the specific case of a refund you accept a 25% restocking fee will be deducted from the paid order amount
  • We are not responsible for any missing or lost packages

In a case where any of the conditions above are not met, we reserve the right to refuse an exchange.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom made products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or 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.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging with the seals intact. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@realhairlondon.com or simply request a self-serve return by logging into your customer account to start the return. If your return is accepted we will email you instructions on how to send your package to us. All shipping and handling costs will be at the customer's expense therefore we suggest sending items through a courier that provides tracking information and delivery confirmation. When you request a self-serve return by logging in to your customer account, we will issue you a return label that you can print off at home. We are not responsible for any missing or lost packages. Items sent back to us without requesting a return first will not be accepted.

Refunds

In the specific case of a refund you accept 25% restocking fee will be deducted from the paid order amount. The restocking fee automatically applies. We will notify you once we have received and inspected your return. We will notify you to inform if the return was approved or not. If approved for a refund, you’ll be automatically refunded back to your original payment method. The 25% restocking fee will reflect on your refund. Please remember it can take some time for your bank or credit card company to process the refund back to you. So please remember to check your bank statements to stay updated.