Returns
Returns Policy
We encourage customers to shop carefully because we do not offer refunds if they change their minds.
However, we will offer a refund, exchange or credit under the following circumstances:
If the product is faulty.
The product is significantly different to what was shown or described to you.
The product is not fit for the purpose you made known to us before we supplied it to you.
Subject to the above circumstances, wigs, jewellery, make-up, nail polish, brushes, hair accessories, hair extensions, colours, bleaches and peroxides are non-refundable due to hygiene reasons.
If an item is returned, your refund will be made to the original payment method—unless you paid via PayPal, Afterpay and Zip Pay payments, which will be refunded in cash or applied to your Credit or Debit card.
For more information on making a return online and in-store contact us today.
Which items can’t I return?
You can’t return some items after purchase because of hygiene reasons. Think wigs, jewellery, makeup, nail polish, brushes and accessories, hair extensions, colours, bleaches and peroxides.
What can I use as proof of purchase?
You can use the following as proof of purchase:
- Emailed receipt
- E-receipt tax invoice
- Account order history
- Any other proof of purchase, e.g. a bank statement
How do I make a return?
Have you glanced over our Returns Policy? If you’re eligible to make a return, amazing! And don’t worry—our return process is simple for faulty or damaged items.
Online
Step 1: Email our Customer Service team at [email protected] with proof of purchase and an accompanying photo, video or explanation of the fault. We’ll then send you a paid label for your return. You can find what constitutes a proof of purchase here.
Step 2: Print your paid label and return form—at home or the Post Office. Please ensure you’ve correctly filled out your return form!
Step 3: Drop off your securely packaged items with your return form at the Post Office, Post Box or Parcel Locker.
Step 4: Sit tight! Once we’ve tested your return, we’ll contact you with the outcome.
In-store
Step 1: Locate your purchase receipt OR your order receipt number. You can find what constitutes a proof of purchase here.
Step 2: Head into the same store with your faulty goods and your order/receipt. They will test the item for faults.
Step 3: Once the store has tested your return, they will provide you with the outcome.
How long will my return take?
Faulty returns can take up to 14 business days to reach our Head Office by post. Don’t stress, though—you can track your parcel with the Australia Post tracking number on the return label.
Once we’ve received your return, it might take up to 3 business days for us to process it. We’ll send you an email if we refund your order.
If your order requires a Gift Card, please allow another 48 hours for us to zoom it over to you. On the other hand, if you need a replacement, this will be processed in the same timeframe as an online order—we’ll send you a new order and tracking number.
When will I get my refund?
If you’re doing it online, we’ll handle it through your original payment method, and you’ll get an email notification. If it’s an in-store refund, we’ll zip those funds back to your original payment method, except for PayPal, Afterpay, and Zip Pay. Those will come to you in cash or be applied to your Credit or Debit card. Look out for the funds—it’ll land in your bank or issuer’s usual processing times.
Help, my item’s faulty! What should I do?
Send us images of your faulty goods and proof of purchase. We promise that we’ll make this right! You can find more information on how to return your faulty items – contact us today.
Has my order returned to the warehouse?
Don’t stress if your order has encountered hiccups like damage, a delivery glitch, or an incomplete address. Your parcel will be sent back to the sender. Once it lands in our warehouse, we’ll reach out to you. You’ve got options – we can arrange a refund or hook you up with a replacement if it’s in stock.
How do I return an item that was a gift?
Sadly, our gift cards are non-refundable. However, it’s possible to return a gift if it meets the criteria in our Returns Policy. We only need proof of purchase from the person who purchased the product.
Please note that returns will need to be sent to the following address:
8/4 Station Street Fairfield 2165
You can always contact us for any return questions at [email protected].
