Returns and refunds

This page explains how to return an item and get your money back. A return is started from the order in your account; the seller and the marketplace see it at the same time.

Check your order on arrival Open the parcel straight away. Compare each unit with its page: type, colour, length and weight. Keep the packaging and labels until you are sure everything is right.

If an item does not match its description Report the problem within 30 days of delivery: open the order, press "Return item", give the reason and add photos. If the problem is confirmed, the seller replaces the item or refunds it and pays the return shipping.

Returning an item in perfect condition You can return an item within 14 days of delivery if: - the hair was not coloured, cut, washed or installed; - the packaging and the label with the item code are kept. In this case the buyer pays the return shipping.

What happens next 1. The seller confirms the return and sends shipping instructions. 2. You send the item as instructed. Do not send anything before it is confirmed. 3. The seller receives and checks the item. 4. The money is refunded.

Refunds Refunds go back to the original payment method once the seller has received and checked the item. Your bank may take a few days to show the amount.

For sellers If the seller does not answer a return request, marketplace support decides.

Contact Return questions: from the order in your account or through "Contacts".