Shipping & Returns Policy
Thank you for shopping with Hidden Tresses. We aim to prepare & ship your order quickly and securely while maintaining the highest quality standards.
Our Returns Policy:
At Hidden Tresses, we take great pride in the quality and craftsmanship of every wig we create. Each unit is carefully inspected before dispatch to ensure it meets our high standards.
Please read our No Returns Policy carefully before making a purchase. By placing an order with us, you agree to the terms outlined below:
1. No Returns or Refunds
All sales are final. Due to the hygienic nature of our products, we do not accept returns or issue refunds under any circumstances once an order has been shipped or collected.
This policy applies to all wigs, bundles, and custom services (including colouring, cutting, and styling).
2. Exceptions for faults or Errors
We will accept a return and issue a full refund if there is a proven fault or error on our part (for example, if you receive the wrong item or there is a manufacturing defect).
Any issue must be reported to us within 14 days of collection or delivery, with clear photo and/or video evidence sent to our customer service team at htwigs@outlook.com or WhatsApp +447717278318
Once we have reviewed the evidence and confirmed that the fault is ours, we will either process a refund, which can take roughly 5-7 business days, or arrange for the item to be collected for inspection and rectified. The return address is: 12 Torrington road RM8 1ND.
3. Lace Cutting and Alterations
Once the lace has been cut, the wig has been worn, or any alterations have been made, the product is considered used and cannot be returned or exchanged under any circumstances. If however, you observe a fault after cutting the lace, please get in touch with us within 14 days of delivery/collection and we will try our best to rectify any problems.
We strongly recommend that you inspect and try on your wig before cutting the lace to ensure you are fully satisfied.
4. Custom (bespoke) and Made-to-Order Units
All custom-made, made-to-order, or specially requested wigs (including colour or style modifications) are final sale and non-returnable. However, for exceptions please refer to ‘2. Exceptions for faults or Errors‘ section.
5. Colour and Texture Disclaimer
Please note that colours may appear slightly different in person due to lighting or monitor settings. Hair textures may also vary slightly between batches. These variations are not considered faults and therefore do not qualify for return or exchange. However, for exceptions please refer to ‘2. Exceptions for faults or Errors‘ section.
6. Contact Information
For all order-related concerns, please contact us via:
📧 htwigs@outlook.com
(Include your order number, clear images, and a detailed explanation of the issue.)
By purchasing from Hidden Tresses, you acknowledge and agree to this No Returns / Refund Policy.
Business owner: Opeoluwa Mary Lasile
Address: 12 Torrington Road, Dagenham, Essex, RM8 1ND
Our Shipping Policy
1. Processing Time
Ready-to-Ship Wigs & Bundles: Processed within 1–3 business days after payment is received.
Custom Wig Orders: Processing time varies between 7-21 business days, depending on the level of customisation. Please check the description box for the exact processing times as they vary per wig.
You’ll receive an email with tracking details once your order has been dispatched.
2. Shipping time
UK Orders: 1–2 business days (via Royal Mail Tracked 24 or Special Delivery).
International Orders: 5–10 business days (via DHL Express or Royal Mail International Tracked).
Please note that delivery times may vary slightly during busy seasons, holidays, or postal delays.
3. Shipping Costs
Free UK shipping applies to all orders. International shipping costs will vary.
4. Tracking your order:
Once your order ships, you’ll receive a tracking number via email.
Please allow up to 24 hours for tracking information to update.
5. Address Accuracy
Customers are responsible for ensuring that shipping addresses are entered correctly at checkout.
We are not liable for packages delivered to incorrect or incomplete addresses.
6. Lost or Stolen Packages
Once a package is marked as “delivered” by the courier, Hidden Tresses is not responsible for loss or theft.
If your parcel is missing, please contact the courier directly with your tracking number for assistance.
7. International Customs & Duties
International customers are responsible for any customs fees, import duties, or taxes charged by their country.
These charges are not included in our shipping rates.
8. Contact Us
For shipping questions, please email:
📧 htwigs@outlook.com
🌐 www.htwigs.co.uk