Refund policy

We have a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To start a return, please contact us at info@rockingcolour.co.uk. If your return is accepted, we will provide return instructions. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@rockingcolour.co.uk.

Return Conditions

We are happy to issue a refund as long as the following conditions are satisfied:

  • For hygiene reasons, we kindly ask that when trying on a wig, hairpiece or hair accessory, you always use a wig cap. You will receive a complimentary wig cap with your wig purchase, but you may also use your own if you prefer.
  • All tags, hygiene seals or security tags must remain attached during fitting.
  • The wig, hairpiece or hair accessory must be unworn, unused, unwashed, uncut, unstyled and unbrushed.
  • The item must be returned in its original packaging and in a resaleable condition.
  • The item must be free from odours, including food smells, hair spray, perfume, cigarette smoke or other strong smells.
  • The item must be free from make-up marks, hair products, damage, alteration or signs of use.
  • The return must be requested within 14 calendar days of receiving the goods.
  • Once your return request has been accepted, the item should be sent back to us within 14 days using the return instructions provided.

For hygiene reasons, we may be unable to accept returns for items that have been worn, used, altered, brushed, styled, washed, cut, had the hygiene seal or tag removed, or are not returned in a resaleable condition, unless the item is faulty.

This does not affect your statutory rights.

Return Shipping

We do not provide prepaid return labels or cover return postage upfront.

Customers are responsible for arranging and paying for the return shipping of any item they wish to return.

We recommend using a tracked, recorded or signed-for postal service for your return. Rocking Colour is not responsible for returns that are lost, delayed or damaged during return transit.

Please keep your proof of postage until your refund has been processed.

If you believe your item is faulty, damaged, or incorrect, please contact us first at info@rockingcolour.co.uk before returning the item, so that we can review the issue and advise on the next steps.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund has been approved.

If approved, you will be automatically refunded to your original payment method within 10 business days. Please remember that it may take some time for your bank, credit card provider or payment provider to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at info@rockingcolour.co.uk.

Where applicable, we may make a reasonable deduction from the refund if the item has been handled beyond what is necessary to inspect it, or if it is returned with signs of use, damage, odours, missing packaging, removed tags or hygiene seals, or in a condition that reduces its resale value.

Original Delivery Charges

Return postage is the responsibility of the customer. We do not provide prepaid return labels or cover return postage upfront.

For UK orders, where required by applicable consumer law, we will refund the original standard delivery charge when an eligible order is returned within the 14-day return period. If you selected an upgraded, express, priority or additional delivery service, only the cost of our standard delivery service may be refunded.

For international orders, original delivery charges are not refundable unless the item is faulty, incorrect, or a refund is required by applicable consumer law.

Original delivery charges are not refundable where the parcel is returned to us due to failed delivery, refusal of delivery, an incorrect or incomplete address, unpaid duties or taxes, or failure to collect the parcel within the required collection period, as the shipping service has already been used.

International Returns

If you are returning items from outside the UK, please ensure that you clearly declare the parcel as “RETURNED GOODS” on the customs declaration form.

If this is not done and customs charges, VAT, duties, handling fees or other import costs are incurred when the parcel is returned to us, the associated fees may be deducted from your refund amount.

Rocking Colour is not responsible for customs charges or import fees caused by incorrect return declarations.

Failed Delivery and Returned Parcels

If a parcel is returned to us due to failed delivery, refusal of delivery, an incorrect or incomplete address, unpaid duties or taxes, or failure to collect the parcel within the required collection period, the refund will be handled in accordance with our Shipping Policy.

The original delivery charge is not refundable in these circumstances, as the shipping service has already been used. If you would still like to receive the item, please place a new order using the correct delivery details.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please email us at info@rockingcolour.co.uk with your order number and clear photos of the item’s condition, packaging and any damage or issue.

We address these on a case-by-case basis and will try our best to work towards a satisfactory solution.

Please do not return a damaged, faulty or incorrect item before contacting us first, as we may need photos or further information to assess the issue.

Exchanges

We do not accept exchanges.

If you would like a different item, colour, length or style, please return the original item in accordance with this policy and place a new order.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

As above, your item must be in the same condition that you received it: unworn, unused, unwashed, uncut, unstyled, with tags and hygiene seals intact where applicable, and in its original packaging. You will also need the receipt or proof of purchase.

Please note that for hygiene reasons, certain items may not be suitable for return once used, worn, altered, or once any hygiene seal or tag has been removed, unless the item is faulty.