Frequently Asked Questions
Find clear answers below regarding ordering, UK delivery timelines, wig and hairpiece specifications, and our return and refund arrangements at Richmond GB Hair.
Category 1: Payment & Ordering
1. What payment methods do you accept?
We exclusively accept Visa and Mastercard (credit and debit cards). We do not accept cash on delivery, cheques, bank transfers, or alternative digital wallets. All payments are processed in British Pounds (GBP £) through our secure checkout.
2. How are prices and totals displayed?
All prices on richmondgbhair.com are displayed in GBP (£). Standard UK delivery is free, and the total payable will be shown at checkout before you place your order. Any applicable taxes and charges will be disclosed as required by law.
3. Can I amend or cancel my order after placing it?
If you wish to amend or cancel your order, please contact us as soon as possible at support@richmondgbhair.com or +44 20 8546 9050. We can amend the delivery address or cancel the order where it has not yet entered a stage that prevents the requested change. If cancellation is accepted, we will arrange the applicable refund to your original payment method. Statutory cancellation rights remain unaffected.
Category 2: Delivery & Transit
4. How much does delivery cost across the UK?
Standard delivery is free (£0.00) to all addresses across the United Kingdom, with no minimum spend requirement.
5. How long will my order take to arrive?
Orders placed before 2:00 PM UK local time (GMT/BST), Monday to Friday, enter our processing queue on the same working day. Our handling time is 1–2 business days (Monday to Friday) and estimated carrier transit time is 2–5 business days (Monday to Friday), giving an estimated total delivery timeframe of 3–7 business days.
Orders placed after 2:00 PM UK local time, or on weekends or UK bank holidays, begin processing on the next working day. The 3–7 business-day delivery timeframe is an estimate calculated from the applicable processing start date and excludes weekends and UK bank holidays. Delivery dates are not guaranteed.
6. Will I receive tracking information?
Yes. When your parcel leaves our dispatch facility, we will send a dispatch confirmation email containing the carrier name, tracking number and a direct tracking link.
Category 3: Wigs & Hairpieces
7. How do I know if a wig cap will fit my head size?
Most of our wigs feature an average-size cap equipped with adjustable interior straps or hooks at the nape to adjust the circumference for a secure fit. Because exact cap constructions and dimensions vary by design, please check the individual product page for specific cap measurements and adjustability details.
8. Can I use heated styling tools on your wigs?
Heat compatibility depends on the hair fibre. Our 100% Human Hair Wigs can be heat-styled using moderate temperatures and a heat protectant spray. For Synthetic Everyday Wigs, standard synthetic fibres must not be exposed to heated styling tools, whereas specifically labelled heat-friendly synthetic fibres can tolerate low-to-medium heat only within the temperature limit stated on the individual product listing. Always verify the fibre specification on the product page before applying heat.
9. Do Lace Front Wigs require glue or tape to wear?
Many of our lace front wigs include internal adjustable straps and comb clips that allow glueless everyday wear, while others can be secured with skin-safe wig adhesive or tape if desired, depending on the cap design. Please note that if you wish to keep an item eligible for a voluntary change-of-mind return, you must not trim the front lace or apply adhesive before deciding to keep the wig.
10. How do Hair Toppers & Ponytails attach?
Our hair toppers typically attach to existing hair around the crown using pressure-sensitive snap clips sewn underneath the base, while ponytail hairpieces secure via a wrap-around Velcro/ribbon fastening or claw clip, depending on the model. Check the individual product description for base size and attachment details.
Category 4: Returns & Refunds
11. What is your return policy, and is return shipping free?
We offer free returns for eligible items under our voluntary 30-day return policy. The return period runs for 30 calendar days from the day after delivery. For change-of-mind returns under this policy, wigs and hairpieces should be returned unused, unworn, clean and complete in their original packaging, with the front lace uncut and factory tags attached. Each parcel includes a pre-printed, prepaid return label.
This voluntary policy is separate from your statutory cancellation rights and your rights relating to faulty, damaged or misdescribed goods. Nothing in this policy limits your statutory rights under applicable UK consumer law. Return postage, restocking and administration fees are not charged for eligible returns. Any deduction for reduced value will only be made where permitted by law.
12. How quickly will my refund be processed?
For eligible returns, we will inspect the returned item and issue your refund within 3 business days of receiving it at our returns facility. Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where proof that the goods have been sent back triggers an earlier deadline. Refunds are issued to your original Visa or Mastercard payment method in GBP (£). Your card issuer may require additional time to display the funds in your account.
Contact Our Customer Support Team
- Brand Name: Richmond GB Hair
- Business & Returns Address: 27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom
- Telephone: +44 20 8546 9050
- Email: support@richmondgbhair.com
- Customer Service Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)