Richmond GB Hair Decadent Diva Lace Front Wig (Hand Tied)
Returns & Refunds Policy
At Richmond GB Hair, we want you to shop with confidence when ordering lace front wigs, human hair wigs, bob styles, synthetic wigs and hair toppers from richmondgbhair.com. This policy sets out our voluntary 30-day return arrangements alongside your statutory rights under UK consumer law.
Return & Refund Policy Overview
- Voluntary Return Window: 30 calendar days from the day after delivery
- Return Shipping Cost: Free (£0.00) for eligible returns using the enclosed prepaid return label
- Restocking / Administration Fee: None (£0.00)
- Return Method: By Mail (using the pre-printed prepaid return label included in your parcel)
- Accepted Condition (Change-of-Mind): Brand-new, unused, unworn condition in original packaging (with lace uncut and factory tags attached)
- Refund Processing Time: Inspection and refund completed within 3 business days of receiving the returned parcel (in GBP £ to original Visa or Mastercard)
1. Return Window and Statutory Rights
Our voluntary return policy allows eligible items to be returned within 30 calendar days from the day after delivery for a refund, subject to the applicable conditions stated in this policy.
This voluntary policy is separate from your statutory cancellation rights (including your 14-day cooling-off rights under the Consumer Contracts Regulations 2013) and your rights relating to faulty, damaged or misdescribed goods under the Consumer Rights Act 2015. Nothing in this policy excludes or restricts your statutory rights under applicable UK consumer law.
2. Condition of Returned Items (Wigs & Hairpieces Hygiene & Inspection Standards)
For change-of-mind returns under our voluntary 30-day policy, wigs, toppers and hairpieces should be returned in brand-new, unused and unaltered condition, in their original protective packaging with all hair nets, factory tags and inserts included:
- Uncut Lace & Unaltered Fibres: The front lace on lace wigs must remain completely uncut and untrimmed. The hair fibres must not have been washed, dyed, bleached, permed, heat-curled, straightened, brushed out of their factory setting, or trimmed.
- Clean & Odour-Free: Returned hairpieces must be free from wig glue, tape adhesive, styling gel, hairspray, foundation makeup on the inside cap/lace, and perfume or smoke odours.
- Reasonable Inspection Allowed: You may inspect your wig or hairpiece to the extent reasonably necessary to establish its shade, cap construction, fibre feel and suitability, as you would in a shop (we recommend holding the piece against your hairline or trying it gently over a clean hygienic wig liner cap without removing tags or trimming the lace). Where applicable law permits, we may make a proportionate deduction for any reduction in value caused by handling beyond what is reasonably necessary.
These condition requirements do not override statutory rights relating to cancellation, faulty goods, damage or items that do not match their description.
3. Return Costs and Fees
Return shipping is free (£0.00) for eligible returns using the prepaid return label supplied with your order. If the original label is unavailable, contact our customer support team for a replacement PDF label at no cost.
We do not charge restocking, administration or return postage fees for eligible returns. Any deduction for a reduction in value will only be made where permitted by applicable law.
4. How to Return Your Item by Mail
Returns are handled by mail using the pre-printed, prepaid return shipping label enclosed inside your parcel:
- Step 1 – Prepare Your Return: Place the unused wig or hairpiece gently back into its protective hair net and original box along with all tags, inserts and your packing slip or order number.
- Step 2 – Attach the Prepaid Return Label: Affix the prepaid return shipping label (included inside your package, or provided as a free PDF replacement by our support team) flat across the exterior of the parcel, covering the original delivery barcode.
- Step 3 – Post Your Parcel: Drop the sealed parcel off at the designated local Post Office branch or authorised carrier drop-off point indicated on the label, and retain your proof-of-postage receipt.
Returns Receiving Address:
Richmond GB Hair
27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom
5. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, please contact support@richmondgbhair.com with your order number and, where possible, photographs showing the issue.
We recommend reporting delivery damage or packing errors within 48 hours of receipt to help us investigate promptly. This is a practical recommendation only and does not limit your statutory rights or applicable legal time limits.
We will arrange an appropriate resolution at no cost to you, including a replacement or full refund in accordance with our stated policy and applicable consumer law.
6. Refund Processing Time
For eligible returns, we will complete our inspection and issue the refund within 3 business days of receiving the returned parcel.
Where statutory cancellation rights apply, we will comply with the applicable legal refund deadlines, including where evidence that the goods have been sent back triggers an earlier deadline.
Refunds will be made to the original payment method (Visa or Mastercard) in GBP (£). Your card issuer may require additional time (typically 3–5 business days) to display the funds on your statement.
7. Contact Us About Returns
- Brand Name: Richmond GB Hair
- Returns & Business 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)
Delivery & Shipping Policy
At Richmond GB Hair, we provide clear delivery information for our range of lace front wigs, 100% human hair wigs, bob and short wigs, synthetic everyday wigs, and hair toppers. All orders placed through richmondgbhair.com are dispatched in protective, discreet packaging using tracked delivery services within the United Kingdom.
1. Free UK Delivery
- Shipping Cost: Free (£0.00) on all orders, with no minimum spend and no additional delivery surcharges.
- Delivery Coverage: We deliver throughout the United Kingdom, including England, Scotland (including the Scottish Highlands), Wales, Northern Ireland and UK offshore islands. We do not currently deliver outside the United Kingdom.
2. Order Processing and Delivery Times
Our standard order processing and delivery schedule is outlined below.
| Fulfilment Stage | Standard Timeframe | Details |
|---|---|---|
| Order Cut-Off | 2:00 PM UK local time (GMT/BST), Monday to Friday | Orders placed before 2:00 PM enter our processing queue on the same working day. Orders placed after the cut-off enter the queue on the next working day. |
| Handling Time | 1–2 business days | Orders are processed and dispatched Monday to Friday. Handling includes protective hair net verification, box packing and quality checks. |
| Transit Time | 2–5 business days | Estimated carrier transit time after dispatch, Monday to Friday. |
| Estimated Total Delivery Time | 3–7 business days | Combined estimated handling and transit time, subject to the applicable order cut-off and working-day calculation. |
| Weekends and Bank Holidays | Excluded | Saturdays, Sundays and applicable UK bank holidays are not counted as business days. |
All delivery times are estimates rather than guaranteed arrival dates. The order cut-off determines when processing begins, and orders placed after the cut-off begin processing on the next working day.
3. Dispatch Confirmation and Tracking
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.
Each parcel also includes a packing slip and a pre-printed, prepaid return shipping label inside the box.
Our tracked delivery services are provided by Royal Mail, DPD, Parcelforce or Evri. The carrier is selected according to parcel weight, dimensions and delivery destination.
4. Delivery Addresses and Missed Deliveries
Address Accuracy
Please ensure that your house number, street name and UK postcode are correct when placing your order. If you identify an error before dispatch, contact us as soon as possible at support@richmondgbhair.com or +44 20 8546 9050.
Address changes may not be possible once a parcel has been dispatched, but our team will assist where a correction remains available.
Missed Deliveries
If delivery cannot be completed, the carrier will provide available instructions for redelivery, collection or other delivery arrangements. Where a further delivery attempt is required, we will arrange free redelivery in accordance with our delivery arrangements.
Delayed or Missing Parcels
If your order has not arrived within 7 business days of the order date, please contact our customer support team. We will investigate the shipment with the carrier and keep you informed of the outcome.
If the parcel is confirmed lost in transit, we will arrange a replacement or a full refund in accordance with our policy and applicable consumer law.
5. Contact Us About Delivery
- Store Name: Richmond GB Hair
- Business and Returns Address: 27 Richmond Rd, Kingston upon Thames KT2 5BW, United Kingdom
- Telephone: +44 20 8546 9050
- Email: support@richmondgbhair.com
- Customer Support Hours: Monday to Friday, 9:00 AM–5:00 PM UK local time (GMT/BST, as applicable)
Messages received outside these hours are handled on the next working day. Our customer service desk and dispatch warehouse are closed on Saturdays, Sundays and applicable UK bank holidays.
For questions about an existing order, please include your order number and the email address used at checkout to help us identify your shipment.
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)