Returns Policy

247 LUXE LAB · CUSTOMER CARE

Returns & Refunds

Last updated: 21 October 2026

At 247 Luxe Lab, every order is handled with care. Please review our returns and cancellation terms before making a purchase.

01 / Wigs — Customised Orders

All 247 Luxe Lab wigs are individually prepared and customised for each order. Once an order is confirmed, preparation, sourcing and customisation may begin immediately, including arrangements with our supplier and shipping to our customisation location.

We do not offer voluntary cancellations, returns, exchanges or refunds for a change of mind on wigs. Where a wig is genuinely made to your specifications or clearly personalised within the meaning of UK consumer law, the usual 14-day change-of-mind cancellation right does not apply. A wig is not automatically exempt merely because it is ordered from a supplier, prepared after purchase or already in transit to us.

If you receive the wrong wig, or your wig is faulty or not as described, please contact us. Nothing in this policy limits your statutory rights or remedies.

02 / Returns of Non-Hair Products

We accept returns of eligible non-hair products in accordance with your statutory rights. Please contact us first at orders@247luxelab.co.uk with your order number so we can provide return instructions and the correct address.

For eligible online purchases, you generally have 14 days after delivery to tell us you wish to cancel and a further 14 days to return the item. Please return it with its accessories and original packaging where reasonably possible. We may make a lawful deduction for handling beyond what is necessary to inspect the item.

For goods that are genuinely unsuitable for return for hygiene or health-protection reasons, the cancellation right may be lost if the original seal is broken after delivery. This exception does not remove rights where the product is faulty or misdescribed.

03 / Return Postage & Refunds

Customers are responsible for the cost of posting eligible change-of-mind returns back to us. We do not provide prepaid return labels or reimburse return postage for change-of-mind returns. Please use a tracked service and keep proof of posting.

If we send the wrong item or an item is faulty, we will cover reasonable return postage where a return is required. We will explain the process when you contact us.

Where the law gives you a right to cancel, we will refund the item price and any original standard outbound delivery charge that must legally be refunded; premium delivery upgrades need not be refunded above the standard rate. Refunds will be handled within the applicable legal time limits, using the original payment method unless otherwise agreed.

04 / Incorrect, Damaged or Faulty Orders

If something is wrong with your order, please email orders@247luxelab.co.uk with your order number, a short explanation and photographs where possible. We ask that visible issues are reported ideally within 3 days of delivery so they can be investigated promptly. This is not a deadline for exercising your statutory rights.

Keep the product and its packaging where reasonably possible while we assess the issue. Depending on your legal entitlement and the circumstances, we may provide a repair, replacement or refund. Any store credit offered is optional and does not replace a remedy required by law.

05 / Change of Mind, Sizing & Installation

We do not offer goodwill refunds for buyer's remorse, choosing an unsuitable wig size or preference, or damage caused by improper installation, styling or care. These exclusions do not affect statutory rights that apply to the product concerned.

06 / Delivery Delays

Estimated delivery dates may vary. While courier delays can be outside our control, you retain any statutory rights for late or failed delivery. Please see our Shipping & Delivery page for expected timeframes.

07 / Get in Touch

Before returning any product, contact orders@247luxelab.co.uk with your order number. We will guide you through the next steps. Contacting us first helps avoid lost parcels, but does not prevent you from exercising any legal cancellation right by a clear notice given within the required period.

It's Not Just Hair. It's a Lifestyle.