Terms & Conditions
Returns Policy
We have a 30 day returns policy in which you can return any unwanted items and we will exchange or refund them as you wish. We will only do this if they are still in their original packaging and in an unmarked, re-saleable condition. We will decide whether or not the items returned are in a re-saleable condition.
If they do not meet our standards one of the following will apply. We will send the goods back out to you, we will not refund you or exchange the items, you will be charged a re-stocking fee.
Returns must be sent at your expense. We will cover the cost of sending exchanges back out which are sent by an appropriate manner.
Please Note: we will only pay for the return carriage/post, if the goods are: wrong, damaged or defective.
If goods are returned without any paperwork, we will not process your return. Please ensure you have the relevant returns form filled out correctly in your parcel to prevent any issues. If you did not receive a returns form in your order, please do email info@thewigdepartment.com and we can send you a digital copy.
Please be aware that refunds involving currency transactions will attract a minimum surcharge of 2.5%.
If returning your order outside of the UK, please mark your parcel with the following:
We reserve the right to impose a restocking fee where our returns policy is not met.
For International Return
Goods must be returned withing 28 days from ordering. You must contact us before returning goods so that we can send you the appropriate paper work for customs. If you do not contact us and return the parcel without appropriate paperwork, we will not refund any duties or taxes that we incur.
If an order is returned to us, due to the parcel being unclaimed or due to no one being able to sign/ accept it, we will NOT cover the cost to re send it. If you would like your order to be re sent again, there will be an additional delivery charge.
Please Note: we will only pay for the return carriage/post, if the goods are: wrong, damaged or defective.
Purchasing
We operate a secure credit card and Paypal system to handle online orders, we do not keep your details in house in physical form.
Please check the website before purchasing goods from sample cards as we reserve the right to discontinue products and change product numbers.
Contact us either by e-mail on info@thewigdepartment.com or phone 0044(0)7989 306 556.
Prices / VAT
Please note that prices do not include VAT. This will be added in the checkout stage.
We are obliged to charge VAT on Carriage because it is classed as a service (Post and Packing) and therefore attracts tax according to HMRC regulations.
As of 1st January 2021, the UK is no longer part of the EU. From this date, customers from outside of the UK will not be charged UK VAT at the point of purchase, but may be liable for duty and/ or VAT charges once the goods have reached your country. This will be according to the rules in your country. These additional charges are to be borne by you. We have no control over these charges and we can not predict when they may occur or how much they will be. This is because customs policies vary widely from country to country; you should contact your local customs office for further details.
Postage and packing (shipping)
All orders are delivered by the Royal Mail or couriers depending on the weight of your goods and your chosen option at checkout. This cost will be added after the checkout button. Please contact us for details of worldwide delivery charges.
As of 1st January 2021, the UK is no longer part of the EU. From this date, customers from outside of the UK will not be charged UK VAT at the point of purchase, but may be liable for duty and/ or VAT charges once the goods have been shipped. This will be according to the rules in your country. These additional charges are to be borne by you. We have no control over these charges and we can not predict when they may occur or how much they will be. This is because customs policies vary widely from country to country; you should contact your local customs office for further details.
Please ensure that you provide us with the full shipping address when ordering as we can not be held responsible if parcels are not delivered because the address is inacurate or missing some information. We will not provide a refund or pay for re-delivery.
For certain orders, the carriage added on the website may be insufficient due to remote regions. Should this happen we will contact you about the additional cost. We will not send out orders without the full shipping cost being paid.
Where goods are to be received by a third party such as Hotel or Business Reception our responsibility ends once goods have been delivered to said reception area. We are not responsible if goods go missing after being delivered to the reception area.
It is your responsibility to keep track of your order when provided with a tracking number. We do not cover the cost of re delivery if you are not available to sign for the parcel.
We are obliged to charge VAT on Carriage because it is classed as a service (Post and Packing) and therefore attracts tax according to HMRC regulations.
** Claims for undelivered/lost orders can only be made up to 30 Days from the date of purchase.
Delivery Times
Most items will be in stock and will be dispatched the same day where possible.
Please order Next Day service for goods that are required quickly. These are generally delivered next working day within the UK.
Complaints
If you have any complaints or queries please contact us by e-mail us at info@thewigdepartment.com. We guarantee to answer all queries within 2 working days, although the majority will be answered instantly. We also value and welcome all criticisms or suggestions from our customers. Please note all returned goods must be in a re-saleable condition with the original packaging.
Security
We will not make your personal details available to anybody else. Credit card information supplied by you is entered directly to Shopify Payments secure server. We neither handle nor store credit card information.
Export
We ship to most countries worldwide with some exceptions which currently include Russia, Mexico and Israel (due to current security issues).
Customers outside of the UK must pay their import charges and duty due on delivery. We do not pay any duties on your behalf as you will not have paid VAT in the UK. If you refuse to pay the duty and the goods are returned, you will be charged the Couriers return fee and charges, which will be taken from your refund.
If Customs in your country Seize/ Destroy your order, there will be no refund issued by us. If your order goes missing in Customs, there will be no refund.
We will try and help if there are any problems with Customs in your country, but it is your responsibility to organise and have the facility to make payment for the duties due.