Customer Care, Shipping & Returns
We get that you may need to return items to us for refund or exchange and we want you to be happy with what you bought. If you're not happy then we're not happy, so please do get in touch via the contact page if there's something we can improve on or help with.
Here's our returns policy and shipping info.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect damaged or defective item, etc.).
You should expect to receive your refund within 2 weeks of giving your package to the return shipper - however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 3 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please use the return request option available in your account log in page with details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We cannot accept returns on worn items unless there is a defect in the production.
Wigs are non returnable if they have been worn, brushed, treated, washed, combed, or otherwise altered. This is industry standard for hygiene so please, if you aren't sure about the shade or style don't try it on and then ask to return it. Items received in a damaged or faulty condition can be returned for refund or exchange. We may arrange for damaged items to be fixed, at our cost, if refund or exchange isn't a suitable option.
We ship from the UK, Mon-Fri, all over the world. We use Royal Mail, UK Mail, DHL and other courier services where necessary. We aim to ship all 'in stock' products on the same day as you order if your order is received before 3.30pm GMT
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. We'll let you know if there are any shipping issues with your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
This site uses sitewide Https and an SSLCertificate to offer secure communications by encrypting all data to and from the site.
For us to process your order, we need to know your name, email address, delivery address, we use Paypal to process your transaction.We will not collect any information about you unless it is specifically and knowingly provided by you. The information we collect will be accurate and up to date. You can check this at any time by contacting our customer care department. We will immediately correct any inaccuracies you report.
Additionally, we will look at the products you buy, together with the way you view our site to enable us to send you information about products and services that you may be interested in. We will use this information to tailor your view of the site to make it more interesting and relevant in respect of the products and offers on view.
We collect information about our customers via server logs, cookies, order forms and competitions. A cookie is a file that your web browser places on your computer’s hard disk for record keeping purposes. The information collected in this way can be used to identify you unless you modify your browser settings. The cookie does not store any credit/debit card information nor password details.
In the event that we sell or buy any business or assets, we may disclose your personal data to the prospective seller or buyer of such business or assets.
We operate an opt in mail system. This gives you the choice of whether or not you wish to receive marketing information. Replying to the 'unsubscribe' link in promotional mail will also ensure that your name is removed from our mailing list. Your opt-in preference to receive promotional emails from websites owned by us will be recorded at the point of registration and as part of the sales process. You can unsubscribe from any of these emails at any time.
This website employs site wide https and industry-standard SSL to provide secure credit card transactions. SSL is a communications protocol for transmitting private information over the internet. It works by encrypting data that is transmitted over the SSL connection. When you place an order, your credit/debit card information is encrypted and then sent over the internet using an SSL connection. No one can read or access the data that is being transmitted.
It is important for you to protect against unauthorised access to your password and to your computer. Ensure that you log out when you finish using a shared computer.
In addition to the company's safeguards, your personal data is protected in the UK by the Data Protection Act (the "Act"). The Act requires us, as registered Data Controllers, amongst other things to ensure that the data we hold about you should be processed lawfully and fairly. It should be accurate, relevant and not excessive. The information should, where necessary, be kept up to date and not retained for longer than is necessary. It should be kept securely to prevent unauthorised access by other people.
We take the risk of internet fraud very seriously. With the volume of fraudulent credit card transactions increasing, we make every effort to ensure all orders are thoroughly checked using the information already supplied. There is a possibility we may contact you to make additional security checks and we ask for your co-operation to enable us to complete them. Fraudulent transactions will not be tolerated by us and such transactions will be reported to the relevant authorities.
If you have any questions please get in touch via the contact us page.
The Fuel Girls Team