Luchisway custom or ready to wear wig sales policy

Refund Policy

We have a 48 HOUR return policy, which means you have 2 days after receiving your item to request a return. Returns are only accepted for the wrong product or faulty products, shipping delays out of our control cannot initiate a return.
Return shipping cost: Customer will bear the return shipping costs.
Final Sales items: Customers can’t request returns for products set as final sale or promotion sales.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
All returns are subject to a restocking fee. Fee varies on the price/quantity of the items in the purchase.
To start a return, you can contact us at info@luchiswayhair.com. Please note that returns will need to be sent via mail within 1 week of receipt in order to receive the full amount.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@luchiswayhair.com

Damages and issues

Please inspect your order upon reception 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-returnable items

Unfortunately, we cannot accept returns on custom orders. These are handcrafted per customer with sizing and customisation and ineligible for returns so please ensure you are choosing the correct options.
Please note that we are unable to accept returns on sale items, gift cards, or wigs purchased during sales via instalments on WhatsApp or TikTok. In the event that a customer is unable to complete their purchase, we kindly ask that they seek an alternative buyer. If a suitable buyer cannot be found, unfortunately, no refund will be issued.
Once a customer secures a buyer, the instalment refund will be subject to a 19% tax. Additionally, a bank charge of £12.99 will apply, along with a delay fee of £22.

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

Restocking fee

All returned items are subject to a restocking fee variable upon the price/quantity of the items returned.

PLEASE READ DESCRIPTIONS FOR ALL PRODUCTS TO GAUGE PROCESSING AND SHIPPING TIMES AS REFUNDS WILL NOT BE ISSUED DUE TO A LAST MINUTE ORDER THAT STILL FALLS WITHIN OUR PROCESSING/FULFILLMENT TIME LISTED IN THE DESCRIPTIONS.

Wig Revamp Policy

1. Shipping Policy

a. Shipping Your Wigs to Us

i. Preparation: Pack your wig securely in a box or padded envelope. Include a note with your name and return address

ii. Shipping Costs: You are responsible for the cost of shipping your wigs to LUCHISWAY HAIR.CO. We recommend using a tracked shipping method to ensure safe delivery.

iii. Shipping Address: Detailed instructions are provided in your order confirmation email.

iv. Insurance: We recommend insuring your package as we are not responsible for wigs lost or damaged in transit to us.

b. Shipping Back to You

i. Return Shipping: Once your wigs are revamped, we will ship them back to you using a tracked and insured shipping service.

ii. Shipping Costs: Shipping is £4 for the standard service. If you choose the express service, an additional fee of £10 per wig will be included in your order total

iii. Delivery Times: For the standard service, delivery typically takes 3 to 5 working days after completion of your wig. For the express service, delivery is typically made within the next working day after completion of your wig.

iv. Tracking: You will receive a tracking number once your wig is shipped back to you. Use this number to track your package.

2. Refund Policy
a. Satisfaction Guarantee
i. Quality Assurance: We strive to ensure that you are completely satisfied with our services. If you are not satisfied with the results of your wig revamping, please contact us within 7 days of receiving your wig.
ii. Resolution: We will work with you to address your concerns. This may include making adjustments to your wig, providing additional services at no extra cost, or offering a partial refund if the wig cannot be satisfactorily revamped.

b. Eligibility for Refunds
i. Conditions: Refunds are only eligible if you contact us within 2 days of receiving your revamped wig and provide evidence of the issue (e.g., photographs, detailed description).
ii. Exclusions: Refunds are not available for the following situations:
– Customisation requests that do not meet personal taste preferences (e.g., colour or style).
– Damage to wigs due to misuse, neglect, or improper care after the wig has been returned to you.
– Wigs that were in extremely poor condition and beyond repair, which was communicated to you before service.

c. Process for Refunds
i. Contact Us: To initiate a refund, please email us at info@luchiswayhair.com with your order details and a description of the issue.
ii. Assessment: We will review your request and may ask for additional information or evidence to process your refund.
iii. Refund Processing: If approved, refunds will be processed within 14 business days and will be issued to the original payment method. Depending on your payment provider, it may take additional time for the refund to appear in your account.

3. Cancellations and Changes to Orders
a. Cancellation Policy
i. Before Shipping: You can cancel your order and receive a full refund if you contact us before shipping your wig to us.
ii. After Shipping: If your wig has already been shipped to us, we still cancel the order, but the shipping cost will be deducted from your refund

b. Changes to Orders
i. Requesting Changes: If you need to make changes to your order (e.g., additional services, address changes), contact us as soon as possible at info@luchiswayhair.com
ii. Processing Changes: We will do our best to accommodate changes to your order. However, changes may not be possible if the wig is already in the revamping process.

4. Contact Information
If you have any questions or concerns about our Shipping and Refund Policy, please contact us at: info@luchiswayhair.com