Refund policy

Returns, Exchanges & Refunds Policy

At Amber Jean, we are committed to providing high-quality wigs, hair pieces, and accessories. We aim to describe and photograph our products accurately, but if you have any questions or are uncertain about the style, colour, or fit, please contact us or book a 1:1 consultation before placing your order.

Core Collection Returns & Refunds

Our Core Collection is eligible for returns and refunds under the following conditions:

  • Items must be unworn, unaltered, and in the original packaging with tags attached.

  • You are responsible for return shipping costs. We recommend using a tracked service such as Royal Mail Signed for 1st Class (UK) or a reliable courier (international).

  • Once your item is received and inspected by our wig experts, we will process your refund. Non-faulty items that are not in a condition suitable for resale (used, washed, soiled, or damaged) will be returned to you, and no refund will be issued.

  • Cancellation rights: You have a legal right to cancel your order within 14 days of receipt. To do so, please notify us in writing at orders@amberjeanshop.com within 14 days, and return the item within a further 14 days for a refund or exchange.

Bespoke Wig Policy

Bespoke wigs are custom-made specifically for you. Bespoke is non-refundable due to the nature of it being totally bespoke for you, made from scratch. We check in with you every step of the way and guarantee we’ve done everything correct.

Ordering & Payment:

  • A 50% deposit is required to begin your bespoke wig. The remaining balance is due before collection or dispatch.

  • You have a 7-day grace period after placing your order during which you may cancel and receive a full refund of your deposit. After this period, the order cannot be canceled or refunded.

Tweaks & Adjustments:

  • Amber Jean offers free tweaks (fit, colour, cut, and baby hairs) within 2 months of purchase at our London studio.

  • After 2 months, any additional adjustments, styling, colour work, or refitting will incur a standard service fee.

  • For international bespoke clients, Amber Jean can perform adjustments; however, customers are responsible for return shipping to and from London.

Faults:

  • If your bespoke wig has a fault not caused by you, Amber Jean will inspect it and repair or adjust it free of charge.

Shipping Information

UK Shipping:

  • Core Collection wigs: Shipped via Special Delivery (Royal Mail or DHL), typically 1–2 days.

  • Accessories, wig care items, and scarves: Shipped via Royal Mail Standard, typically 3–5 days.

International Shipping:

  • Shipped via DHL Express. Delivery times vary depending on your country and customs processing. Amber Jean cannot be held responsible for delays caused by customs.

Returns Process

To return a product:

  1. Email orders@amberjeanshop.com with your order number and reason for return.

  2. Carefully pack the item in its original packaging.

  3. Send the item using a trackable courier. The item remains your responsibility until it reaches Amber Jean.

  4. Once received, we will inspect the item and process a refund if it meets the return criteria.

VAT Declaration (HMRC Requirement)

Please note that our prices do not include VAT. If you are not medically exempt, please contact us at info@amberjeanshop.com to purchase.


Wig Rental Terms & Conditions

All wigs provided for rental by Amber Jean remain the property of Amber Jean at all times. Renting a wig does not transfer ownership, and the wig is provided for temporary personal use only.

Customers agree to return the wig in the same condition as received, with fair wear and tear excepted. Any damage, loss, or unapproved modifications (including heat damage, cutting, dyeing, tangling, or misuse) during the rental period will be the responsibility of the customer. In such cases, the customer may be charged for the full cost of repair or replacement.

Wigs must be returned by the agreed-upon date. Late returns may incur a £50 per day fee, in addition to any other costs or losses incurred.

By renting a wig, customers acknowledge that they are responsible for its proper use and care and agree to indemnify and hold harmless Amber Jean and its staff from any claims, damages, or liabilities arising from misuse.

This agreement is governed by the laws of England and Wales, and any disputes will be subject to the jurisdiction of the courts of England and Wales.

Cancellation Rights:
You may cancel your rental up to 14 days before the rental period is due to begin for a full refund. To do so, please notify us in writing at info@amberjeanshop.com within that timeframe.
Once you are within 14 days of the rental start date, we are unable to cancel or refund the booking, as preparations for your rental will already be underway.