Store Policy
REFUND & EXCHANGE POLICY
All sales are final; unfortunately, we do not offer refunds. If you encounter any issues with your hair product, please contact us within 7 days of receiving the item. We will do our best to resolve the issue. Exchanges may be possible if the product has not been worn and is still in its original state and packaging. Please note, shipping and handling costs are the customer's responsibility.
Wigs & Extensions:
Returns or exchanges are not possible if the item is no longer in its natural state or has been manipulated. This includes any chemical or physical alterations. Specifically:
- Wigs coloured
- Wigs & extensions that have been worn
- Wigs & extensions exposed to food smells, smoke, hair spray, or perfume
In these cases, the wig cannot be refunded or exchanged due to health and safety laws.
TRACKING YOUR ORDER
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Use this number to track your package in real time.
SHIPPING POLICY
Processing times vary depending on the product:
Raw Hair Products (Vietnamese Raw Bundles, Raw Wigs):
Orders are processed within 14–21 business days. You will receive a confirmation email once your order is ready to ship.
Virgin Hair Products (Virgin Bundles, Virgin Wigs):
Orders are processed within 7–14 business days. You will receive a confirmation email once your order is ready to ship.
Tracking details once your order has been dispatched. Business days are Monday to Friday, excluding UK public holidays.
Custom orders (including specially coloured extensions or bespoke units) may require an additional 3–5 business days to process. This will be communicated to you at the time of order.
Please note: Processing times may be longer during peak seasons, sales periods, public holidays, or in the event of postal strikes or delays outside our control.
UK SHIPPING
All UK orders are shipped via Royal Mail Special Delivery Guaranteed (Signed for and Tracked). Delivery typically takes 2–3 working days after dispatch. All shipments require a signature upon delivery.
INTERNATIONAL SHIPPING
International orders are shipped via DHL, UPS, or FedEx. Delivery times vary by destination — typically 5–7
business days. Please note: JVwigs is not responsible for any customs duties, import taxes, or clearance fees charged by your country.
DELIVERY ATTEMPTS & MISSED DELIVERIES
If delivery is attempted and you are not available, Royal Mail will leave a 'Something for You' card and hold your parcel at your local sorting office for collection. It is your responsibility to collect the item or arrange redelivery within the holding period. JVwigs is not responsible for items returned to sender due to failed collection.
INCORRECT SHIPPING ADDRESS
Please ensure your shipping address is correct at checkout. JVwigs is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error, contact us immediately at contact@jvwigs.com
— we cannot amend addresses once an order has been dispatched.
- Please note: Your parcel may take longer than expected to arrive during busy seasons, strikes, public holidays, etc.
All shipments will require a signature for delivery.
Shipping Options - UK & EU
- Express Shipping: Delivery within 2-3 business days.
UK - ROYAL MAIL
- Royal Mail Special Delivery (Signed for and Tracked): Parcels shipped out using Royal Mail will arrive within 2-3 working days after the order is processed.
International Shipping:
- USA & CANADA: DHL, UPS, or FedEx
- EU: DHL, UPS, or FedEx
- International Express Shipping: Delivery within 5-7 business days.
Please note: We are not responsible for custom fees for international shipments.
Incorrect Shipping Address:
Please ensure your shipping address is correct at checkout. We are not responsible for packages delivered to an incorrect address provided by the customer.
Lost or Damaged Packages:
If your package is lost or damaged in transit, please contact our customer service team immediately. We will work with the shipping carrier to resolve the issue as quickly as possible. Once the package is marked as delivered by the shipping carrier, we are not responsible for its loss or theft. We do not refund or reship packages that have been marked as delivered.
Holiday Shipping:
During peak holiday seasons, processing and shipping times may be slightly delayed. We recommend placing your orders early to ensure timely delivery.
CONTACT US
If you have any questions or concerns about your order, please reach out to our customer service team at contact@jvwigs.com We are here to help and ensure your shopping experience is smooth and enjoyable.
