Shipping, Delivery & Refund Policy

UK & Ireland Orders :

  • Please allow 1-3 working days to process your order. During busy periods such such as sales, please allow up to 5 working days for your order to be processed.
  • Shipping fees: UK £8, Ireland £20
  • All orders will be delivered via DHL Express delivery service
  • You will receive a tracking number via email once your order has been dispatched
  • Please allow 1-3 working days to receive your order upon dispatch
  • A signature will be required upon receipt

Please note, Pure Hair London Ltd is not liable for any delays to the delivery of your parcel. Once your order is dispatched our chosen courier service is liable for ensuring your delivery is delivered within the above timescales

International Orders

  • Please allow 1-3 working days to process your order. For custom wig orders allow 10 working days
  • Shipping fees: Europe, USA & Canada £30. Rest of the world £45
  • All orders will be delivered via DHL Express delivery service
  • You will receive a tracking number via email once your order has been dispatched
  • Please allow 2-6 working days to receive your order upon dispatch
  • A signature will be required upon receipt
  • Any custom charges on orders placed must be paid for by the recipient. Pure Hair London is not responsible for these charges and have no control over the costs, as customs policies and import duties vary from country to country

Please note, Pure Hair London Ltd is not liable for any delays to the delivery of your parcel. Once your order is dispatched our chosen courier service is liable for ensuring your delivery is delivered within the above timescales

Refund & Exchange Policy

Due to the nature of our products we operate a no refund policy. If anything is unclear or you have  questions feel free to contact our customer support team.

Please note once orders are placed they are final. We are unable to process order changes or amends. Please ensure you carefully review your order before checkout 

Exchanges 

Unfortunately we don't offer exchanges.  If you qualify for a refund, we are happy to refund you. In the meantime, you would need to purchase the product you want separately.

Refunds

You qualify for a refund as long as:

  • You tell us you want a refund within 14 days after you receive your order, due to a faulty item.
  • we receive your order within 14 days after you told us you want a refund
  • in the case of sealed products, you haven't broken the seal
  • in the case of lace products (frontals, closures and lace wigs), you have not cut the lace
  • in the case of hair bundles, you have not untied/unwound the fastenings at the top of the bundle
  • you have not removed any tags from any products
  • in the case of any hair product, you have not or otherwise altered the appearance of, or diminished the quality of, the product; for example by bleaching it, colouring it,  brushing it, wetting it, cutting it, exposing it to odours or applying heat or hair products to it
  • To process a refund, tell us in writing via info@purehairlondon.com
  • You must return the products to us, at your cost, in their original packaging, as soon as possible after telling us you want to cancel.
  • We won’t accept returns received more than 14 days after the date you told us you wanted to cancel.  
  • A 2.2% transaction fees will be deducted from all refunds to cover debit and credit card transaction fees. Unfortuntately we are unable to refund this as transaction fees are automatically charged   


If you return a product to us, we won’t be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If the product is lost in transit, we won’t refund you the price of the product. If the product is damaged in transit, we’ll deduct the cost of the damage from the amounts we refund you..

NOTE ALL CLEARANCE SALE ITEMS ARE FINAL AND NOT ELIGIBLE FOR REFUND OR EXCHANGE 


What about my statutory rights?

We won’t accept any returns except as we’ve set out in this section and as required by English law. Nothing in this section affects your statutory rights.