Refund policy

At Sofemme Wigs, we take great pride in creating high-quality wigs designed to help you feel confident and comfortable. Please read our return and refund policy carefully before placing your order.

 

Returns

We offer a 14-day return policy for eligible non-custom stock wigs, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be:

  • In the same condition you received it
  • Unworn and unused
  • In its original packaging with tags attached
  • The lace must remain fully uncut and untouched
  • Free from makeup, perfume, product residue, smoke, or odours

You’ll also need your receipt or proof of purchase.

To start a return, please contact us at hello@sofemme.co.uk.

Please note that returns must be approved before being sent back. Items returned without first requesting a return will not be accepted.

Customers are responsible for return shipping costs. We strongly recommend using a tracked and signed-for delivery service, as Sofemme Wigs cannot be held responsible for items lost in transit.

You can always contact us for any return questions at hello@sofemme.co.uk.

 

Damages & Issues

Please inspect your order upon arrival and contact us immediately if:

  • Your item is defective or damaged
  • You receive the wrong item
  • You believe there is a fault with the construction or quality of the wig

Concerns must be reported within 14 days of delivery with clear photos/videos emailed to hello@sofemme.co.uk so we can assess the issue and work towards a resolution.

Exceptions / Non-Returnable Items

Due to hygiene and customisation reasons, certain items cannot be returned or refunded.

Non-returnable items include:

  • Custom or bespoke wigs
  • Wigs not held in stock at the time of ordering
  • Coloured, cut, resized, or customised wigs
  • Any wig where the lace has been cut, trimmed, tinted, glued, or altered in any way
  • Ready to Ship wigs where customisation has been requested
  • Wigs altered or worn by the customer
  • Sale items
  • Gift cards

As human hair wigs are handmade and customised personal items, natural variations in colour, density, texture, and tone may occur.

If you have any questions regarding your order before purchasing, please contact us at hello@sofemme.co.uk.

 

Exchanges

If approved, exchanges are subject to stock availability.

The fastest way to exchange an eligible item is to return the original item once approved and place a separate order for the new item.

 

European Union 14-Day Cooling Off Period

If your order is being shipped to the European Union, you may have the right to cancel or return eligible non-custom items within 14 days of receiving your order, for any reason and without justification.

Please note that this does not apply to bespoke, personalised, or custom-made items, which are exempt from cancellation rights under the Consumer Contracts Regulations 2013.

Returned items must remain:

  • Unworn and unused
  • In original packaging with tags attached
  • With the lace fully uncut and untouched
  • In resalable condition

You must also provide proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, refunds will be processed back to your original payment method within 10 business days. Please note it may take additional time for your bank or payment provider to process the refund.

Original shipping costs are non-refundable.

If more than 15 business days have passed since your refund was approved, please contact us at hello@sofemme.co.uk.

 

Custom Orders

All custom, bespoke, or personalised orders are final sale and are non-refundable and non-returnable.

This includes:

  • Custom sizing
  • Colouring or toning
  • Lace cutting
  • Styling or alterations
  • Orders created through consultation or invoice

In the unlikely event of a confirmed manufacturing fault, Sofemme Wigs may offer a repair, adjustment, exchange, or store credit at our discretion.