Sofemme Wigs – Terms & Conditions

Thank you for choosing Sofemme Wigs. We’re committed to creating beautiful, high-quality wigs designed to help you feel confident and empowered. Please read the terms below carefully before placing your order.

1. Custom Orders & Refund Policy

All customised orders are non-refundable and non-returnable. A custom order includes (but is not limited to):
- Any wig not in stock at the time of ordering
- Wigs that are coloured, resized, or altered to your specification
- Any ‘Ready to Ship’ wig where lace has been cut or customisation has been requested
- Orders created through consultation, invoice, or written agreement

All custom wigs are photographed and inspected prior to dispatch. In rare cases where a fault is found upon delivery, we will assess on a case-by-case basis and may offer a repair, exchange, or store credit.

2. Reporting Issues

2.1 You must report any concerns within 14 days of receiving your wig. 
2.2 Issues may include:
- A fit issue (if you selected custom sizing and provided correct measurements)
- Excessive or abnormal shedding
- A fault related to the quality or construction of the wig

2.3 Contact hello@sofemme.co.uk with your name, order number, a description of the issue, and clear photos.

2.4 We cannot address concerns reported after 14 days or once the wig has been worn, installed, or altered.

3. Resolution Process

If a valid issue is confirmed, we will:
- Resize the wig (for custom-fit orders)
- Offer a repair, exchange, or store credit

Refunds are granted only in rare cases and at our discretion.

4. Return Eligibility (For Non-Custom Stock Wigs Only)

You may return a non-custom, stock wig for a refund/exchange/store credit if:
- You email us within 14 working days of receiving the item
- The item is returned within 28 days in its original, unused condition with tags and packaging
- The wig has not been worn, installed, cut, coloured, or tampered with
- It is free from makeup, product, or odours

Returns that don’t meet these conditions will be rejected.

5. Shipping for Returns

- Return shipping costs are the customer’s responsibility
- Use a tracked, signed-for service with proof of postage
- International returns must be marked as “Returned Goods” with low value. Any customs fees we incur will be deducted from your refund

6. Refund & Exchange Processing

- Returns are processed within 10 working days of receiving the item
- Refunds take up to 10 working days to appear depending on your bank
- Exchanges are subject to availability
- Allow up to 21 days for international returns to reach us

7. Colour Variations & Hair Characteristics

- Colours may vary due to screen settings and lighting
- All human hair wigs are unique and may differ slightly in texture or tone
- Custom colours are created based on inspiration images, but exact matches cannot be guaranteed

8. Care Instructions

Lace wigs are delicately made and will experience natural shedding over time. We advise:
- Following the care guide provided after dispatch
- Avoiding excessive heat, bleaching, or harsh treatment
- Storing your wig properly when not in use

9. Cancellations & Deposits

Once an order is confirmed and production has begun, we may retain your deposit or charge for work already completed. Bespoke and custom orders are exempt from standard cancellation rights as outlined in UK consumer law.

10. Customer Conduct

We treat every order with care and respect and ask the same in return. Abusive or inappropriate behaviour may result in cancellation of service or communication.

11. Agreement Confirmation

By placing an order, you confirm that you have read, understood, and agreed to these Terms & Conditions.

If you have any questions, please contact us at hello@sofemme.co.uk – we’re always happy to help.