We are happy to refund your purchase within 28 days of receipt of the item providing the item is returned unused and in the original packaging and condition.

 For hygiene reasons we cannot accept back products which have been worn or with hygiene seals broken, even if this is to check suitability. For this reason, we also reserve the right to withhold refunds until we have been able to verify that the product is unused.

When making a return, please send the items back to:

Hairmail, Ashley Road, Ashley, Altrincham, Cheshire, WA15 0QP:
Please include your details and the reason for the return. Please ensure that any returned goods are adequately packaged to avoid breakages. Please retain the proof of postage as you will be responsible for the item/s until they reach us. We will refund your purchase within seven working days of receiving the goods. If the goods are being returned because they were incorrectly supplied, then we will also refund the postage and packaging costs.

Cancellation policy

If you purchase an item but then decide to cancel the order, you may do so from the day you placed the order to up to seven working days starting the day after you received the goods. If the order has not yet been dispatched, we will immediately cancel the order and refund you. If the order has already been dispatched, then you can return the item for a refund (see Returns Policy above).

Damaged and faulty goods

Any item that is faulty or develops a fault within 28 days will be exchanged or refunded if returned within 28 days of receipt. If you are returning an item because of an error on our part or because it is damaged or defective, inform us immediately of any damage or missing items within seven working days.

Custom made products

Custom-made hair systems are handmade using the exact specifications requested by you at the point of ordering. Therefore, custom-made products cannot be returned, and a refund cannot be offered unless they are faulty, and a genuine defect has occurred. If you damage the hair system or change your mind about the specification ordered, we cannot offer a refund.

Faults, repairs & refunds

In the unlikely event that a product is faulty, it will need to be returned to Hairmail within five working days for repair. If the hair system cannot be repaired, we will offer a full refund or replacement will be offered.

Delivery Times

Hairmail endeavour to keep you informed concerning your order status at all times. The times given at the point of order are estimates only and subject to change. Custom-made hair systems can take up to 12 weeks to make. If you have any queries with regards to your order, please call us or email us, and we will do our very best to help you.