Shipping policy

Shipping, Returns & Refunds Policy

At Amber Jean, we are committed to providing high-quality wigs, hair pieces, and accessories. This policy outlines our shipping services, returns, exchanges, and bespoke wig adjustments.

UK Shipping

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

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

  • All UK shipments are tracked. Please ensure someone is available to receive your parcel, especially for Special Delivery.

International Shipping

  • Shipped via DHL Express, usually arriving the following day.

  • Delivery times may vary depending on customs clearance in your country. Amber Jean cannot be held responsible for customs delays.

  • International orders may be subject to import duties, taxes, customs fees, and handling charges once the shipment reaches your destination country. These charges are set by your local customs authority and are the responsibility of the customer. This is a standard part of international shipping and applies to goods shipped across borders worldwide. Amber Jean has no control over these charges and cannot predict their amount.

  • For international bespoke wig adjustments, customers are responsible for return shipping to and from London.

Returns & Refunds

Core Collection:

  • Eligible for returns and refunds if items are 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 may cancel your order within 14 days of receipt by notifying us in writing at orders@amberjeanshop.com. Items must be returned within a further 14 days for a refund or exchange.

Bespoke Wigs:

  • Custom-made specifically for you and non-refundable, due to the nature of being made from scratch. We check in with you every step of the way and guarantee we’ve done everything correctly.

  • 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 to cancel and receive a full refund of your deposit. After this, the order cannot be canceled or refunded.

  • Tweaks & adjustments: Free tweaks (fit, colour, cut, baby hairs) are available within 2 months of purchase at our London studio. After 2 months, additional adjustments, restyling, or colour work will incur a standard service fee.

  • International bespoke adjustments: Amber Jean can perform tweaks for international customers, but return shipping to and from London is the customer’s responsibility.

  • 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.

How to Return an Item

  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.