FAQ
Find answers to our most frequently asked questions.
Find answers to our most frequently asked questions.
General FAQs
What is raw hair?
Raw hair is hair that has never been treated with any type of chemical. Raw hair is in its natural state with its cuticles running in the same direction and in tact.
No two bundles of hair are alike and because of this, each bundle will have a different texture, pattern and colour.
Can I dye my extensions?
You can bleach, dye and process our raw hair and still be impressed with its quality thereafter!
Do you offer colouring services?
Yes we do! Please contact us with a reference picture of the colour you are trying to achieve.
We will get back to you as soon as possible.
Find answers to our most frequently asked questions.
Renting
How do I return my rental?
You must return your rented item(s) by the end of your rental period.
E.T.Wigs uses tracked and signed-for service/guaranteed next day delivery. A pre-paid returns label will be included in your packaging.
Ensure the label is firmly attached to the parcel to prevent the label from coming off. There's no need to clean the item; all rentals are cleaned in house to ensure all rentals are clean and ready for their next use.
What if the rental does not fit?
We provide rental sizes in each product description. Please measure your head circumference to ensure you select the correct size.
What if I damage or lose my rental?
If the item is damaged beyond repair, lost, stolen, or if the repair costs exceed £50, ETWIGS reserves the right to charge you the full estimated Replacement Value of the item.
Additionally, please note that you will be required to have a Security Deposit authorised on your card.
How are the rentals washed?
Great question! At E.T.Wigs, we take the sanitation of our products extremely seriously. Before a wig is sent out, it undergoes a stringent cleaning and sanitation process
. Here’s a snapshot of our sanitation process:
- Full wash service: We handle the sanitizing, cleaning, and restyling of each wig immediately after each use. We always ensure that every wig is treated with the utmost care and expertise.
- Hospital-Grade Sanitization: We leverage botanical hospital-grade products in our cleaning process. This ensures that the wig is not just clean, but sanitized to a medical standard, eliminating all bacteria and potential contaminants.
- Steam Sanitization: Following the cleaning process, each wig undergoes steam sanitisation, a step that eradicates any residual contaminants and ensures the wig is fresh and clean for its next user.
- Quality Assurance: Before being packaged, we scrutinise each wig to confirm it meets our rigorous standards of cleanliness and quality.
- Individual Inspection: Lastly, we have an individual inspection to assure the utmost quality and cleanliness before it heads to you.
We go the extra mile to ensure every wig you receive from E.T.Wigs is as good as new. You can trust in our process and the utmost quality and cleanliness of our products.
Can I customise the wig?
All of our wigs are ready to wear! They come pre-plucked, bleached, and with the lace cut to industry standards. However, if you’d like to make additional changes, you’re welcome to do so—just avoid cutting, coloring, or chemically altering the hair’s texture.
If you have any questions, feel free to email us at hello@etwigs.co.uk
Can I pick up my wig?
Yes! We offer same-day drop-off services through Addison Lee, Uber, or Bolt for urgent rentals. The renter covers the full price of this service. Please specify in your order notes if you require this option.
Find answers to our most frequently asked questions.
Delivery, Exchanges and Returns
Is it too late to cancel/ amend my order?
Once payment has been made, customers have a thirty minute window to modify or cancel their orders. After this time frame, orders cannot be cancelled as your order would have already started processing with our suppliers/ fulfilment warehouse. Please contact us as soon as possible if any changes needed to be made but this cannot be guaranteed as we begin processing 30 minutes after your order has been confirmed. Our delivery team also fulfil and dispatch orders as quickly as possible and cannot guarantee your order can be modified after confirmation.
If you would like to cancel your order before we have begun processing / fulfilling your order, this can be cancelled at no extra charge for an exchange to the original amount paid or alternatively a refund minus any non-refundable transaction fees.
If our suppliers have already begun processing a custom pre-order, any cancellation would be subject to a 15% fee against the item as we also incur the same costs.
What's your exchange policy?
We exercise a very strict quality control process to ensure that our clients receive only the best quality hair. There are no returns or exchanges upon items which have not been returned to our specified returns address (different from our mailing address) and not without an initial assessment. Unauthorised returns will be refused and kept until a new shipping fee to the original address on the receipt has been paid.
We can only accept the item back for a return and so long as its its successfully returned back to us within 14 days of the date your order was delivered. The item also needs to remain in pristine condition, with the curl pattern undisturbed/ pulled - allowing it to be fit for resale. We will not accept any returns or exchanges of any products where the seal holding the hair together has been untied or cut off.
We'll be happy to exchange the order or issue you with a credit note for the value of your order minus postage costs. Please also note that your new / exchanged order will be subject to a new shipping cost payable as per our agreements with our couriers as we can only apply free shipping once per customer.
For more information, please visit our Refund Policy.
What's your refund policy?
We exercise a strict quality process to ensure that you receive the best quality items. There are no refunds on items which have not been returned to our specified returns address (different from our mailing address) and not without an initial assessment.
- tems must be returned within 14 days of delivery
- Unauthorised returns will be refused or disposed of
- Custom/ pre-order items are non-refundable
- Item(s) must be unused in pristine condition with the curl pattern undisturbed / distressed. Ties/ clips must not be untied or cut
- All returns shipping and handling costs will be the customers responsibility therefore we suggest sending via a courier which provides full tracking and delivery confirmation
- If returning from outside of the UK it is important that you classify your parcel as a "return" to avoid import fees as we will not be liable for any fees raised.
- All orders must be received first before an a return can be processed. A return should take no longer than 7-10 working days to be processed back with us and refunded to your account. This includes review times with our warehouse and processing times with your chosen payment method
ORDER CANCELLATIONS
- Orders are processed immediately to ensure we can deliver to you as soon as possible. For this reason, orders cannot be cancelled/ modified once placed.
- Unauthorised returns/ international return to sender actions will be refused or subject to a return fee of 15% plus original shipping label fees.
REFUNDS / STORE CREDIT
- Refunds are processed back to your original payment method (subjected to a non-refundable payment processing fee of 4%-15% as these fees are also not refunded back to us from your chosen payment processor selected at checkout) or store credit (to the full value amount). Please note that postage fees will also be deducted before a refund is authorised and store credit orders will be subject to a new shipping cost. On the rare occasion that you are unhappy due to an issue with your order, please get in touch via email where we will be sure to provide a resolution as soon as possible.
HOW TO RETURN
- Please email us with your return request, images of the wig and the reason for return. We’ll be sure to approve and process your return as soon as possible for you.
Do I have to pay customs charge for an international order?
Unfortunately we're unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by us. For more accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
How long do returns take?
We encourage you to return using any reliable courier and be sure to collect proof of postage as without this we have no guarantee of posting. You can track the progress of your return, using the tracking number that will be on the receipt you're given when you drop off your parcel.
A return should take no longer than 7-10 working days to be processed back with us and refunded to your account. This includes transit time to the warehouse and processing times with your chosen payment method.
An exchange processing time will be dependant on the item requested for exchange and inventory levels against standard or pre-order items.