Refund policy

The Lace Label Returns Policy

At The Lace Label, we want you to feel confident and satisfied with every purchase. If for any reason you are not happy with your order, we do accept returns under the conditions outlined below.

Returns Eligibility

We accept returns on wigs only if the lace has not been cut.
If you choose to have the lace cut prior to dispatch, this is considered a customised item and cannot be returned or refunded in accordance with UK consumer law exemptions for personalised goods.

To be eligible for a return:
• The lace must be uncut and the wig must be in original, unworn condition with all packaging and tags intact.
• The return must be requested within 14 days of receiving your order.

How to Return
1. Contact us at thelacelabel1@outlook.com within 14 days of receiving your wig to request a return authorisation.
2. Once authorised, you will be given return instructions.
3. You must return the item to us within 14 calendar days of your return being approved.

Return Costs

The customer is responsible for the cost of returning the item. We recommend using a tracked and insured delivery service, as we cannot be held responsible for items lost or damaged in transit.

Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, a refund will be issued to your original payment method within 7 working days.

Please note:
• Shipping fees are non-refundable.
• If the item shows signs of use or the lace has been cut, the refund will be refused and the item returned to you.

Wig Warranty Policy

At The Lace Label, we take pride in the quality of our wigs and want you to feel confident in your purchase.

If you experience any issues with your wig, you must notify us within 3 days of delivery. The sooner we are made aware, the quicker we can support you.

You have up to 3 months from the date of purchase to report any faults or concerns. All warranty claims will be assessed on a case-by-case basis, taking into account wear, care, and usage.

Please note:

  • This warranty covers manufacturing faults only.

  • It does not cover damage caused by wear and tear, incorrect installation, poor maintenance, chemical processing, heat damage, colouring, cutting, or alterations carried out by third parties.

  • Any wigs that have been altered, customised, or tampered with after purchase may not be eligible for a warranty claim.

To submit a warranty request, please contact our team with:

  • Your order number

  • Clear photos and/or videos of the issue

  • A brief description of the problem

We’re always here to help and will do our best to reach a fair and supportive resolution