Terms and Conditions
This website is owned and operated by face facts International Limited, We are registered in England and Wales under company registration number 386 6279 , and our registered office and our principal place of business is at:
Face Facts International Limited
1 Steep Hill,
Our website is www.face-facts.co.uk
Our VAT number is 738 272 221.
You can contact us by writing to the business address given above, by using our website contact form, by email to email@example.com or by telephone on 01522 544727.
In these terms and conditions “we” means Face Facts International Limited; and “you” means our customer or prospective customer and “us”, “our” and “your” should be construed accordingly.
Copyright © 2021 Face Facts International Limited.
Subject to the express provisions of these terms and conditions we, together with our licensors, own and control all the copyright and other intellectual property rights in our website and the material on our website; and all the copyright and other intellectual property rights in our website and the material on our website are reserved.
These terms and conditions govern your use of our website. By using our website, you accept these terms and conditions in full; accordingly, if you disagree with these terms and conditions or any part of these terms and conditions, you must not use our website.
If you register with our website or make a purchase on our website, we will ask you to expressly agree to these terms and conditions. You must be at least 18 years of age to use our website; and by using our website or agreeing to these terms and conditions, you warrant and represent to us that you are at least 18 years of age.
1.2 LICENCE TO USE WEBSITE
You may view, download and print pages from our website, stream audio and video from our website and use our website services by means of a web browser subject to other provision of these terms and conditions.
Except as expressly permitted by this section or the other provisions of these terms and conditions, you must not download any material from our website or save any such material to your computer. You may only use our website for your own personal purposes, and you must not use our website for any other purposes. Except as expressly permitted by these terms and conditions, you must not edit or otherwise modify any material on our website.
Unless you own or control the relevant rights in the material, you must not:
- republish material from our website, including republication on another website;
- sell, rent or sub-license material from our website;
- show any material from our website in public;
- exploit material from our website for a commercial purpose; or
- redistribute material from our website.
Notwithstanding the above, you may redistribute our newsletter in print and electronic form to any person. We reserve the right to restrict access to areas of our website, or indeed our whole website, at our discretion; you must not circumvent or bypass, or attempt to circumvent or bypass, any access restriction measures on our website.
1.3 ACCEPTABLE USE
You must not:
- use our website in any way or take any action that causes, or may cause, damage to the website or impairment of the performance, availability or accessibility of the website;
- use our website in any way that is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity;
- use our website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software;
- conduct any systematic or automated data collection activities (including without limitation scraping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent;
- access or otherwise interact with our website using any robot, spider or other automated means;
- use data collected from our website for any direct marketing activity (including without limitation email marketing, SMS marketing, telemarketing and direct mailing).
You must not use data collected from our website to contact individuals, companies or other persons or entities.
You must ensure that all the information you supply to us through our website, or in relation to our website, is true, accurate, current, complete and non-misleading.
1.4 PRODUCTS AND ITEMS
The advertising of products on our website constitutes an “invitation to treat” rather than a contractual offer. Prices stated on our website may be stated incorrectly. We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.
The sale and purchase of products through our website will be subject to terms and conditions of sale, and we will ask you to agree to the terms of that document each time you make a purchase on our website.
Any product reviews that you submit for publication on our website shall be subject to these terms.
1.5 REGISTRATION AND ACCOUNTS
You may register for an account with our website by completing and submitting the account registration form the checkout process.
You must notify us in writing immediately if you become aware of any unauthorised use of your account. You must not use any other person’s account to access the website, unless you have that person’s express permission to do so.
1.6 USER IDS AND PASSWORDS
If you register for an account with our website, you will be asked to choose a password. Your user ID (email address) must not be liable to mislead and must comply with the content rules set out in these terms; you must not use your account or user ID for or in connection with the impersonation of any person.
You must keep your password confidential. You must notify us in writing immediately if you become aware of any disclosure of your password. You are responsible for any activity on our website arising out of any failure to keep your password confidential, and may be held liable for any losses arising out of such a failure.
1.7 CANCELLATION AND SUSPENSION OF ACCOUNT
We may suspend, cancel or edit your account or account details at any time in our sole discretion without notice or explanation.
1.8 YOUR CONTENT AND OUR PAY WITH A SMILE/ SELFIE PROMOTIONS / BEFORE AND AFTER PHOTOS / WRITE AND OR VIDEO FOR US PROMOTIONS
In these terms and conditions, ‘your content’ means all works and materials (including without limitation text, graphics, images, audio material, video material, audio-visual material, scripts, software and files) that you submit to us or our website for storage or publication on, processing by, or transmission via, our website. You grant to us a worldwide, irrevocable, non- exclusive, royalty-free licence to use, reproduce, store, adapt, publish, translate and distribute your content in any existing or future media on this or any successor website
Without prejudice to our other rights under these terms and conditions, if you breach any provision of these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may delete, unpublish or edit any or all of your content.
You warrant and represent that your content will comply with these terms and conditions. Your content must not be illegal or unlawful, must not infringe any person’s legal rights, and must not be capable of giving rise to legal action against any person (in each case in any jurisdiction and under any applicable law). Your content must not;
- infringe any copyright, moral right, database right, trade mark right, design right, right in passing off, or other intellectual property right or any right of confidence, right of privacy or right under data protection legislation;
- constitute negligent advice or contain any negligent statement, be untrue, false, inaccurate or misleading; or consist of or contain any instructions, advice or other information which may be acted upon and could, if acted upon, cause illness, injury or death, or any other loss or damage;
- constitute an incitement to commit a crime, instructions for the commission of a crime or the promotion of criminal activity, be in contempt of any court, or in breach of any court order be in breach of official secrets legislation;
- be in breach of racial or religious hatred or discrimination legislation; or be blasphemous;
- constitute spam;
- be offensive, deceptive, fraudulent, threatening, abusive, harassing, anti-social, menacing, hateful, discriminatory or inflammatory libellous or maliciously false, obscene or indecent; or
- cause annoyance, inconvenience or needless anxiety to any person.
Content promotions including but not limited to ‘Pay with a Smile’ and ‘Send in a Selfie’ are promotions available to all customers who send in content of themselves wearing or using a product that has been previously purchased from our website or have received a complimentary areola tattooing.
If the content is used on the website a promotional code will be supplied to allow for a discount on a future order. The amount of the discount may vary from time to time and will be published on the website as part of the promotion. Pay with a smile treatments clients chosen for promotion will receive one treatment free of charge.
If multiple forms of content are submitted for the same product we reserve the right to use all media however only one promotional code will be issued per entry or product.
Promotional codes must be used within 3 months of issue and can only be applied to products and not to any other services offered including delivery and this cannot be used in conjunction with any other promotion, discount or voucher offer.
If the product you have ordered is not immediately available from stock we will order this for you and supply this to you at the price agreed. You then have the option of waiting for your original order or cancelling your order and your method of payment will be refunded in full. Under these circumstances you will be able to re-use the promotional code.
Products purchased as part of this promotion cannot be exchanged although can be returned for a refund if unsuitable. Under these circumstances the promotional code cannot be re-used.
Your content is not guaranteed to be used. If used, you agree to the content to be used for a minimum period of 12 months, Applications to remove content will be considered but is not guaranteed.
We reserve the right to terminate this promotion without notice and reserve the right not to accept or process your order for any reason and at our sole discretion.
1.9 REPORT ABUSE
If you learn of any unlawful material or activity on our website, or any material or activity that breaches these terms and conditions, please let us know. You can let us know by calling us during office hours, contacting us by email or in writing.
1.10 LIMITED WARRANTIES
We do not warrant or represent:
- the completeness or accuracy of the information published on our website;
- that the material on the website is up to date; or
- that the website or any service on the website will remain available.
We reserve the right to discontinue or alter any or all of our website services, and to stop publishing our website, at any time in our sole discretion without notice or explanation; and save to the extent that these terms and conditions expressly provide otherwise, you will not be entitled to any compensation or other payment upon the discontinuance or alteration of any website services, or if we stop publishing the website.
1.11 LIMITATIONS AND EXCLUSIONS OF LIABILITY
Nothing in these terms and conditions will limit or exclude any liability for death or personal injury resulting from negligence; for fraud or fraudulent misrepresentation; limit or exclude any liabilities in any way that is not permitted or excluded under applicable law.
The limitations and exclusions of liability set out in this section and elsewhere in these terms and conditions and govern all liabilities arising under these terms and conditions or relating to the subject matter of these terms and conditions, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty.
To the extent that our website and the information and services on our website are provided free of charge, we will not be liable for any loss or damage of any nature.
We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control.
We will not be liable to you in respect of any business losses, including (without limitation) loss of or damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill. We will not be liable to you in respect of any loss or corruption of any data, database or software. We will not be liable to you in respect of any special, indirect or consequential loss or damage.
You accept that we have an interest in limiting the personal liability of our employees and, having regard to that interest, you acknowledge that we are a limited liability entity; you agree that you will not bring any claim personally against our employees in respect of any losses you suffer in connection with the website or these terms and conditions (this will not, of course, limit or exclude the liability of the limited liability entity itself for the acts and omissions of our officers and employees).
Our aggregate liability to you in respect of any contract to purchase products from us under these terms and conditions shall not exceed the greater of the total amount paid and payable to us under the contract.
1.12 BREACHES OF THESE TERMS AND CONDITIONS
Without prejudice to our other rights under these terms and conditions, if you breach these terms and conditions in any way, or if we reasonably suspect that you have breached these terms and conditions in any way, we may:
- send you one or more formal warnings;
- temporarily suspend your access to our website or suspend or delete your account with us;
- permanently prohibit you from accessing our website;
- block computers using your IP address from accessing our website;
- contact any or all your internet service providers and request that they block your access to our website;
- commence legal action against you, whether for breach of contract or otherwise.
Where we suspend or prohibit or block your access to our website or a part of our website, you must not take any action to circumvent such suspension or prohibition or blocking (including without limitation creating and/or using a different account).
1.13 THIRD PARTY WEBSITES
Our website includes hyperlinks to other websites owned and operated by third parties; such hyperlinks are not recommendations. We have no control over third party websites and their contents, and subject to section 1.13 we accept no responsibility for them or for any loss or damage that may arise from your use of them.
We may revise these terms and conditions from time to time. The revised terms and conditions will apply to the use of our website from the date of their publication on the website, and you hereby waive any right you may otherwise have to be notified of, or to consent to, revisions of the terms and conditions. If you do not agree to the revised terms and conditions, you must stop using our website.
You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions. You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.
If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision of these terms and conditions would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.
1.17 THIRD PARTY RIGHTS
These terms and conditions are for our benefit and your benefit, and are not intended to benefit or be enforceable by any third party. The exercise of the parties’ rights under these terms and conditions is not subject to the consent of any third party.
1.18 ENTIRE AGREEMENT
These terms and conditions constitute the entire agreement between you and us in relation to your use of our website and supersede all previous agreements between you and us in relation to your use of our website.
You hereby agree that we may assign, transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms and conditions – providing, if you are a consumer, that such action does not serve to reduce the guarantees benefiting you under these terms and conditions. You may not without our prior written consent assign, transfer, sub-contract or otherwise deal with any of your rights and/or obligations under these terms and conditions.
1.20 NO WAIVERS
No breach of any provision of a contract under these terms and conditions will be waived except with the express written consent of the party not in breach. No waiver of any breach of any provision of a contract under these terms and conditions shall be construed as a further or continuing waiver of any breach of that provision or any other provision of that contract.
1.21 LAW AND JURISDICTION
These terms and conditions shall be governed by and construed in accordance with English law. Any disputes relating to these terms and conditions shall be subject to the exclusive jurisdiction of the courts of England.
We will not file a copy of these terms and conditions specifically in relation to each user or customer and, if we update these terms and conditions, the version to which you originally agreed will no longer be available on our website. We recommend that you consider saving a copy of these terms and conditions for future reference.
These terms and conditions are available in the English language only.
2. Terms And Conditions Of Sale
These terms and conditions shall govern the sale and purchase of products through our website. You will be asked to give your express agreement to these terms and conditions before you place an order on our website.
This does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) or the Consumer Rights Act 2015).
2.1 ORDER PROCESS
The advertising of products on our website constitutes an “invitation to treat” rather than a contractual offer. No contract will come into force between you and us unless and until we accept your order in accordance with the procedure set out in these terms.
To enter into a contract through our website to purchase products from us, the following steps must be taken: you must add the products you wish to purchase to your shopping cart, and then proceed to the checkout; if you are a new customer, you may then create an account with us and log in; if you are an existing customer, you must enter your login details; once you are logged in, you must select your preferred method of delivery and confirm your order and your consent to the terms of this document; you will be required to pay for the products ordered and our payment service provider will handle your payment; we will then send you an initial acknowledgement; and once we have checked whether we are able to meet your order, we will either send you a confirmation and dispatch notification (at which point your order will become a binding contract) or we will confirm by email that we are unable to meet your order, or the terms that we are able to fulfil your order.
You will have the opportunity to identify and correct input errors prior to making your order by amending your shopping basket.
Should you wish to purchase more than three wigs on one order, please call our friendly customer services team, so we can advise you on – 01522 544727
The following types of products are or may be available on our website from time to time: wigs, hairpieces, hair enhancers, headwear, skincare, makeup, hair-extensions, dreads and other related accessories and aftercare products. We may periodically change the products available on our website, and we do not undertake to continue to supply any particular product or type of product.
Our prices are quoted on our website. We will from time to time change the prices quoted on our website, but this will not affect contracts that have previously come into force. All amounts stated in these terms and conditions or on our website are stated both inclusive of VAT and exclusive of VAT.
It is possible that prices on the website may be incorrectly quoted; accordingly, we will verify prices as part of our sale procedures so that the correct price will be notified to you before the contract comes into force.
We apply a standard pricing policy across the UK and the Channels Islands.
In addition to the price of the products, you may have to pay a delivery charge, which will be notified to you before the contract of sale comes into force.
2.4 VAT EXEMPTION
If you are eligible for VAT exemption under the HMRC Reference: Notice 701/7 (August 2002), you may complete the VAT exemption form through the checkout process and sign the electronic declaration
In all cases, the VAT Relief Claim Form is a personal declaration and by signing the form you are verifying that you are eligible to reclaim the VAT as defined in HMRC Reference: Notice 701/7 (August 2002). If you are in any doubt as to whether you are eligible to receive this exemption you must contact HMRC to confirm your position.
The order must be placed in the name of the person who is eligible to claim and the nature of the condition which necessitates the wearing of the product must be completed. Orders without this information cannot be processed and if the information cannot be obtained, your order will be cancelled and your method of payment refunded in full.
If you wish to claim the exemption on behalf of a third party a paper application must be submitted and we will not accept emailed or scanned copies of the form.
Our policy is to process the VAT relief claim forms submitted within six months of placing the order. This is a free of charge service. Unless exceptional circumstances apply all VAT relief claim forms will be processed and settled within 28 days of receipt and our policy is to refund by the same method of payment.
2.5 PAYMENTS AND CHARGE BACKS
You must, during the checkout process, pay the prices of the products you order. Payments may be made by any of the permitted methods specified on our website. Alternative methods of repayment may be available from time to time for orders over the telephone or by post.
If you fail to pay to us any amount due under these terms and conditions in accordance with the provisions of these terms and conditions, then we may withhold the products ordered and/or by written notice to you at any time cancel the contract of sale for the products.
- If you make an unjustified credit card, debit card or other charge-back then you will be liable to pay us, within 7 days following the date of our written request:
- an amount equal to the amount of the charge-back;
- all third party expenses incurred by us in relation to the charge-back (including charges made by our or your bank or payment processor or card issuer);
- an administration fee of £25.00 including VAT; and
- all our reasonable costs, losses and expenses incurred in recovering the amounts referred to in these terms (including without limitation legal fees and debt collection fees),
And for the avoidance of doubt, if you fail to recognise or fail to remember the source of an entry on your card statement or other financial statement, and make a charge-back as a result. This will constitute an unjustified charge-back for the purposes of this section.
Our policies and procedures relating to the delivery of products are set out in this and in our delivery section. We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process.
2.7 DISTANCE CONTRACTS: CANCELLATION RIGHTS
This section applies if and only if you offer to contract with us, or contract with us, as a consumer – that is, as an individual acting wholly or mainly outside your trade, business, craft or profession.
You may withdraw an offer to enter into a contract with us through our website or cancel a contract entered into with us through our website (without giving any reason for your withdrawal or cancellation) at any time within the period: beginning upon the submission of your offer; and ending at the end of 14 days after the day on which the products come into your physical possession or the physical possession of a person identified by you to take possession of them (or, if the contract is for delivery of multiple products, lots or pieces of something, 14 days after the day on which the last of those products, lots or pieces comes into your physical possession or the physical possession of a period identified by you to take possession of them).
In order to withdraw an offer to contract or cancel a contract on the basis described in this section, you must inform us of your decision to withdraw or cancel (as the case may be). You may inform us by means of any clear statement setting out the decision. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.
If you cancel a contract on the basis described in this section you must send the products back to us.
You must comply with your obligations referred to in this section without undue delay and in any event not later than 14 days after the day on which you inform us of your decision to cancel the contract. You must pay the direct cost of returning the products.
If you cancel an order in accordance with this section, you will receive a full refund of the amount you paid to us in respect of the order.The postage cost will not be refunded
If the value of the products returned by you is diminished by any amount as a result of the handling of those products by you beyond what is necessary to establish the nature, characteristics and functioning of the products, we may recover that amount from you up to the contract price. We may recover that amount by deducting it from any refund due to you or require you to pay that amount direct to us. Handling which goes beyond the sort of handling that might reasonably be allowed in a shop will be “beyond what is necessary to establish the nature, characteristics and functioning of the products” for these purposes.
We will refund money using the same method used to make the payment. Unless we have offered to collect the products, we will process a refund due to you as a result of a cancellation on the basis described in this section within the period of 14 days after the day on which we receive the returned products.
You will not have any right to cancel a contract as described in this section insofar as the contract relates to the supply of products that are made on the basis of an individual choice of or decision by you, or products that are clearly personalised or the supply of items, which are not suitable for return due to health protection or hygiene reasons.
2.8 WARRANTIES AND REPRESENTATIONS
You warrant and represent to us that you are legally capable of entering into binding contracts and you have full authority, power and capacity to agree to these terms and conditions; and that all the information that you provide to us in connection with your order is true, accurate, complete and non-misleading; and you will be able to take delivery of the products in accordance with these terms and conditions and our delivery policy.
We warrant to you that:
- we have the right to sell the products that you buy;
- the products we sell to you are sold free from any charge or encumbrance, except as specified in these terms and conditions;
- you shall enjoy quiet possession of the products you buy, except as specified in these terms and conditions;
- the products you buy will correspond to any description published on our website; and
- the products you buy will be of satisfactory quality.
All of our warranties and representations relating to the supply of products are set out in these terms and conditions. To the maximum extent permitted by applicable law and subject to Section 2.8, all other warranties and representations are expressly excluded.
2.9 BREACH OF PRODUCT WARRANTY
If you believe that products you have purchased from us breach any of the warranties we have set out, please contact us to discuss the issue and arrangements for the return of the products. If products you purchase from us do not conform with the warranties set out then you will be entitled to a refund of all amounts paid in respect of those products. Alternatively and subject to availability, we may agree to supply you with replacement products, in which case we will pay the cost of delivering those replacement products to you. In either case we will reimburse you for your reasonable expenses incurred in returning the products to us.
If you return a product in contravention of these terms and conditions, and you do not have any other legal right to a refund or exchange in respect of that product:
- we will not refund the purchase price or exchange the product;
- we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
- if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
2.10 ORDER CANCELLATION
We may cancel a contract under these terms and conditions immediately, by giving you written notice of termination, if you fail to pay, on time and in full, any amount due to us under the contract; or you commit any breach of the terms of the contract.
We may cancel a contract under these terms and conditions by written notice to you if we are prevented from fulfilling that contract by any event beyond our reasonable control.
2.11 CONSEQUENCES OF ORDER CANCELLATION
If a contract under these terms and conditions is cancelled in accordance with these terms we will cease to have any obligation to deliver products which are undelivered at the date of cancellation; you will continue to have an obligation where applicable to pay for products which have been delivered at the date of cancellation (without prejudice to any right we may have to recover the products).
2.12 SPECIAL ORDER TERMS
Where the facility exists, special orders may be taken for discontinued products or discontinued colours of stock products.
The minimum number and colour combinations; prices and approximate lead times will vary according to the manufacturer. You will be notified of all minimum number/colour combinations; prices and approximate lead times prior to confirming the order.
All goods manufactured to your specifications are non-returnable (notwithstanding statutory rights) and are excluded from the right to cancel. All lead times, however stated are approximate and we will not be liable to you in respect of any losses arising out of any event or series of events beyond our reasonable control.
2.13 DISCOUNT CODES
Discount codes can not be used in conjunction with any other offers.
This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone or email. This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.
3.1 GEOGRAPHICAL INFORMATION
We will usually be able to deliver nationally and internationally although limitations may apply on the products that may be sent and the method of delivery. We may also require additional identification and/or address checks prior to dispatching items. If any restrictions apply we will inform you of these prior to fulfilling your order. If we cannot complete the necessary checks your order may be cancelled and your method of payment refunded in full.
3.2 DELIVERY METHODS AND ANTICIPATED DELIVERY PERIODS
The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
- if your delivery address is within the United Kingdom mainland, you will be able to select ‘Standard’ delivery sent by Royal Mail first class recorded delivery and the typical period for delivery of products by this method is one week; or
- you will be able to select ‘Simply Saver’ delivery sent by Royal Mail second class recorded delivery and the typical period for delivery of products by this method is 2 weeks; and
- if your delivery address is outside the United Kingdom, but within the EU or EEA you will be able to select standard international delivery sent by Royal Mail International delivery and the typical period for delivery of products by this method is between one and three weeks.
- if your delivery address is outside the EU or EEA, you will be able to select standard international delivery sent by Royal Mail International delivery and the typical period for delivery of products by this method is between one and three weeks.
Our main delivery service provider is Royal Mail. For all deliveries outside the United Kingdom, the Royal Mail will handle the carriage within the United Kingdom and this will be transferred to other local domestic or local carriers for the remaining part or parts of the delivery.
In certain situations, you may request or we may stipulate a courier delivery. If so you will be provided with a quote. If you wish to proceed any additional payment is required before your order is dispatched. If you do not wish to proceed you may cancel your order and your method of payment will be refunded in full.
If you place your order after 4pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.
The delivery periods set out in this section are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
If the products you have ordered are not immediately available from stock we will order these for you and let you know the timescale for delivery as soon as possible. You then have the option of waiting for your original order, selecting an alternative or cancelling your order and your method of payment will be refunded in full.
If we require additional identification and/or address checks prior to dispatching items, these checks may delay your delivery. If the delivery is likely to be delayed as a result of these screening checks, we will notify you.
3.3 DELIVERY CHARGES
Delivery charges are displayed throughout the checkout process or alternatively quoted by us. Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and in some cases, the size and weight of the products in your order.
Our delivery charges are as follows:
- in respect of Royal Mail first class signed for delivery, the delivery charge will be £5.95;
- in respect of Royal Mail second class signed for delivery, the delivery charge will be £4.95.
3.4 DELIVERY RESTRICTIONS
The following delivery restrictions apply for delivery within the United Kingdom:
- we are unable to send products containing flammable ingredients.
- our international delivery partner to the Royal Mail will not deliver to P.O. box numbers.
In the event that any restriction applies you may reduce or amend your order within the stated order limits and the remaining part of your order will be cancelled and your method will be refunded. You may also choose to cancel your entire order and your method of repayment will be refunded in full.
In certain situations you may request or we may stipulate a courier delivery, if so you will be provided with a quote. If you wish to proceed the additional payment is required before your order is dispatched. If you do not wish to proceed you may cancel your order and your method of payment will be refunded in full.
3.5 DELIVERY TRACKING, RECEIPT AND COLLECTION
Our orders are dispatched by a trackable service but tracking numbers are not supplied as part of the dispatch process.
All deliveries are sent using a ‘signed for’ service so a signature must be provided.
If your products remain undelivered despite our delivery service provider making at least one delivery attempt, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.
3.6 DELIVERY PROBLEMS
If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery.
An indicative list of the situations where a failure to deliver will be your fault is set out below:
- you provided the wrong address for delivery;
- there is a mistake in the address for delivery that was provided;
- the address for delivery is not reasonably accessible;
- the address for delivery cannot safely be accessed;
- if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature; or
- the item is not collected in person from the local delivery sorting office or provider.
4. Returns Policy
We understand that from time to time you may wish to return a product to us. We have created this policy to enable you to return products to us in appropriate circumstances. This policy shall apply to all of our customers based within the United Kingdom, the EU or EEA.
This policy shall apply to all orders submitted through our website, by post or over the telephone. This policy does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
- we receive the returned item within 14 days
- the returned item is unused, unworn, (either indoors or outdoors), free from scents or smells, without any hair or make up residue, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels or tags still attached, and otherwise in a condition enabling us to sell the item as new;
- for wigs and hairpieces these should not be wet, brushed or styled in anyway (and if wired these cannot be bent or styled.
- you comply with the procedure set out in this policy in relation to the return of the item; and
- none of the exclusions set out in this policy apply.
4.2 RETURNS PROCEDURE
In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number. The products must then be returned to our registered address quoting the number provided.
You will be responsible for paying postage costs associated with returns under this policy.
4.21 NEED US TO HELP YOU TO FIND A WIG IN PERSON?
We offer consultations within our wig boutique if you need help please call 01522 544727 to make an appointment or you can easily book online. For all our customers with NHS wig vouchers please call us directly as we have to take the vouchers in person. WE ACCEPT vouchers from Lincolnshire NHS trust, Doncaster, and many more, we need our name printed on your prescription confirmation from your local trust.
The following products may not be returned under this policy:
- products which are delivered outside the UK;
- toiletries and cosmetics;
- any item made to your specification or made to order or personalised or adapted for you;
- gift vouchers;
- all bottled and aerosol products such as shampoo, conditioner or spays;
- all eyebrows once they have been removed from the packaging;
- all accessories including but not limited to brushes, combs, clips; and
- any item containing wires or similar where they have been changed from their original shape.
4.4 REFUNDS AND EXCHANGES
We will give you a refund for the price you paid to us in respect of any item properly returned by you in accordance with this policy. We will not refund to you the original delivery charges relating to the returned item. We will not refund to you any costs you incur in returning the item to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive the returned item.
If you have used any form of discount, promotional code or voucher, these will not be re-issued to you.
Under certain circumstances, we may be able to arrange an exchange a product for you. If you would prefer an exchange you must request this when obtaining the returns authorisation number.
4.5 IMPROPER RETURNS
If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that item:
- we will not refund the purchase price or exchange the item;
- we may retain the returned item until you pay to us such additional amount as we may charge for re-delivery of the returned item; and
- if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned item in our sole discretion without any liability to you.
If the returned item has incomplete packaging or packaging has been unreasonably damaged we may refund you but we will make a minimum charge of £10.00 to replace the packaging. You will be informed of this charge before your refund is processed. You will then have the option of having the item returned to you.