Delivery & Returns
All items are sent from the UK via Royal Mail and DHL Express using a Signed and Tracked delivery service. A signature will be required upon receipt. We will only ship to the delivery address provided on the order so please ensure this is correct. Unfortunately, we won’t be able to accept changes to an address via phone or email after the order has been placed. The order would need to be fully refunded and placed again using the correct address.
The buyer will receive a tracking number upon dispatch which can be entered into the Royal Mail or DHL's website to track the journey of the parcel.
Estimated Delivery Times:
UK address (Free) - 1-2 working days
DHL Courier (£35) 1-3 working days - worldwide
DHL do not deliver to P.O Box addresses.
Regretfully, due to strict laws regarding the import of Human Hair in these countries, we are unable to ship to Spain and Italy.
Please note that Perfectfringe Ltd is not responsible for delays caused by a specific country’s postal and/or customs system.
Taxes & Duties
International customers (outside of the UK) are responsible for paying inbound duties, taxes, and any other fees, which the local customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Perfectfringe Limited so cannot be refunded to the customer.
We ship international packages DDU (duties and taxes unpaid) meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise of the correct amount owed we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package arriving from outside your country of residence.
We do not offer exchanges. We’re happy to issue refunds on our Silk Base Toppers or Messy Buns, if items are sent back to us within 14 days of their original receipt by you and if they’re in their original condition with the hygiene seal / tag attached.
We cannot accept hair products back where the hygiene seal / tag has been removed/tampered with or which are in a condition which indicates the product may have been tried on or used. For this reason, we also reserve the right to withhold refunds until we have been able to verify that the product is unused. The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to a refund or to cancel the contract.
To aid our customers and in line with Consumer Contract Regulations, our product packaging is designed in such a manner that allows consumers reasonable opportunity to assess the product and to fully inspect the product without needing to remove the product from hygiene seal / tag before deciding whether to return it or keep it. The reason we have this policy in place is that we would not like to send you hair pieces which have been used / contaminated by another customer, therefore must adhere to strict regulations for hygiene reasons. Hair is considered a hygiene item and you must not try it on if you intend to return it.
The remaining products in our catalogue are hand made to order and exempt from our refund policy, including but not limited to: Seamless Filler, Hair on a Wire. Regretfully, any services, including “Renew & Revamp”, Extras, Fast Track Services , Postage/DHL Courier charge are non-refundable.
We are unable to issue a refund where the following services have been carried out: Any services which alter the appearance of your hair piece including: cutting fringe/bangs, balayage, adding an ombre root, highlights, lowlights, money piece, face-frame cut, removing the clips from your Topper, or trimming to a shorter length than advertised will make your Topper custom and non-returnable. When sending in your hair sample for a unique colour match, we will create a custom colour just for you which means your order will not qualify for a return. Your order will be considered a final sale and a hygiene seal / tag will not be supplied.
Low Density Range Custom Colouring:
Only uncoloured Brown, Natural Hair” colours from the Low Density Range can be returned.
All remaining colours (flat black, darkest brown, balayage) will be coloured as per your request on your order form and become “custom” to you and exempt from the refund policy. Your order will be considered a final sale and a hygiene seal / tag will not be supplied.
All packaging and free merchandise must be returned. We deduct 10% of your order total to cover postage, packaging, restocking and paypal / credit card processing fees. In addition to the 10% of your order total, the DHL charge is non-refundable (non UK customers). Please email firstname.lastname@example.org for our returns address. Please include your full name, order number, order date, email address and the reason for the return. Returns will be processed within 3 working days of receipt. Please allow a further 7 working days for the funds to be returned to your bank account.
The customer is responsible for any return postage and must use a trackable service to ensure that the package arrives safely. Perfectfringe Ltd cannot be responsible for any returns that go missing. The customer will be required to open a claim with the shipping courier for the loss should a package go missing.
We do NOT accept returns through FedEx.
IMPORTANT - When returning from outside the UK, then please ensure that you complete the customs form correctly (if outside of the UK) to reflect that the contents of the package are a customer return, with no sale value. Perfectfringe Ltd is not responsible for any such charge. Should the returned package attract a customs charge upon entry to the UK, then the package will automatically be returned back to you by the postal service before reaching us. Thank you.
Cancellations are only permitted 24hours after the order has been placed (excl Fast Track orders). If a client requests to cancel their order, we deduct 5% off the to cover restocking and credit / debit / paypal fees. Once your purchase is refunded, these fees are still charged to Perfectfringe Ltd by the payment providers.