Common Frequently Asked Questions – (FAQ’S) Orders, Shipping, Delivery
Where is my order?
We ship out by Royal Mail Tracked & Signed. We update this information and your tracking number is sent to you. If you were out when Royal Mail tried to deliver your item please refer to the 13 digit number Example GK*********GB to track your order. You can visit the Royal Mail Website www.royalmail.com track and trace, put in your 13 digit number and it will tell you where your parcel is.
For International customers please refer to the Royal Mail website and follow the above instructions. We cannot be held responsible for packages that are being held by customs. You may be charged taxes on your item.
Please make sure that you check on the Royal Mail website before trying to contact us about missing, delayed or late item delivery. Thank you.
How long will it take for my item to be delivered to me?
We ship out via Royal Mail 1st Class Post Signed to send items out within the UK. Your item will normally arrive the next working day. For example: If you order before 1pm on a Friday you will receive your item the following day Saturday. If you order on a Saturday you will receive your item on the Monday. During busy holiday seasons, it is not always possible to receive your item the next day. So, you will need to allow for this delay. It is best to allow two days for your item to arrive. Use the 13 digit tracking number to look at the status and progress of your package before contacting us.
We use Royal Mail to ship internationally. Well will send you a 13 digit Tracking number for example RN*********GB You must use this to track your item. Once your package has arrived in your country, your parcel is handed to your local mail company. It is your responsibility to ensure that you make contact with them to get regular updates on the status and progress of your item.
Please see the Royal Mail guidelines on delivery times for shipping times outside of the UK. These times are subject to change during busy seasons.
Europe 2 – 5 Working days
Rest of the World
5 – 7 Working days
Please be aware that your parcel may be held at customs, and you may be charged taxes for importing goods from outside of your own country. If your parcel is held by customs, this is beyond our control and you must communicate with your local Mail provider by visiting their website for updates on the status your parcel.
How do I return an item?
We have made the return process simple. You must notify us in writing within 30 days from the date you purchased the item, to return it. You can do this by sending an email to firstname.lastname@example.org and tell us that you want to return an item. You must include your details on the inside of the package. This can either be your invoice and order number you received via email confirmation, or you can send us your details including your order number on a sheet of paper and place it on the inside of the package. If you do not include this with your return any refund due, will be seriously delayed.
We do not offer a free returns service, therefore, you will be responsible to pay for the shipping fees for returns, and ensure that it is either tracked or signed. We will not be held responsible for items that have been lost, stolen or damaged in the post.
You cannot return sale items, or personal items.
If you intend on returning a wig, the lace must not be cut, and the hair cannot be brushed out. The wig must be free of odours in its original packaging and you must not remove the labels. We cannot offer refunds for goods that have been worn or damaged.
All returns must include the goods unused/unworn, in it’s original packaging, with the label in tact. Any free gifts included with the item must be unopened, unused and returned. We do not issue refunds for missing items.
When we receive your item, it will be checked. Please allow us 3 days to process the return. Your refund will be issued as soon as the item has been checked through our system.
Your return should be send to:
This address is for returns only
Unit 35, 12A Fawkon Walk
My Item is damaged, what do I do?
If your item arrives damaged, take a photo of it and email it to us at info@wondawigs. We will give you instructions on what to do.
Your refund will be issued within a 10 day period. Please allow time for your account to be credited.
I returned an item, where is my refund?
All returns are thoroughly checked before a decision is made to issue a refund. We will normally issue a refund within a 3 day period. Please allow 5 – 10 days for the refund to appear on your card statement. Please check with your credit card company before contacting us about your refund. We will normally notify you that your refund has been issued.
The checkout won’t accept my card details why is this?
Please make sure that you enter your card details exactly as they appear on your card. Check that you have entered your correct billing address. Make sure that it matches the address that your card is registered to.
I’m having problems placing an order, can you help?
Yes of course. The easiest way to get a fast response is via email: email@example.com.
I have put the wrong address on my order, can I change it?
So long as your item has not been dispatched, completed or shipped out, yes it is possible to change the shipping address. To do this you can either send us an email, firstname.lastname@example.org, you must quote your name and order number, or attach a message with your order when you check out. If you try to contact us through any other means, we may not be able to get the details in time. Please do not leave it too late to let us know. Once your order has been completed you cannot change the address. You will receive confirmation that your order has been completed via email.