Questions & Answers

Have a question? It has probably been asked before! Check out our Frequently Asked Questions. You will also find helpful information in our Policies.


What Makes GoldyLost Hair great?

GoldyLost Hair only uses the best materials on the market for our wigs and toppers, from the high quality human hair to the hand sewn lace and silk tops. 

Each piece is personally customised with cut, colour and style by our Senior Stylist, so it is ready to wear straight out of the packaging. Our highly experienced Stylist has owned salons, won awards in the hair industry, and has been working with hair for over 30 years.  With a passion for alternative hair and creating on trend cuts, colours and styles our pieces are truly unique in the market. 

We know wigs and it’s the small touches that make the biggest difference – the lightly bleached knots, the perfect shadow rooting, the soft face framing layers or the lower density around the hair line and face.  

We know that buying your first hair piece can be a stressful time. We know, because we’ve been in your shoes! At GoldyLost we are absolutely committed to selling only the best, top-quality wigs and toppers. 

This is my first time buying a hair piece. Where do I start?

Our “How To” videos and Blog Posts will have you feeling like a hair pro in no time. A great place to start is our Blog and Instagram Page. We are also available to guide you through the process. You can contact us through our Contact Page, or by booking a consultation.

Do I need a wig or a topper?

This can depend on the reason for wanting to wear a hair piece. A wig offers full coverage and can be worn by anyone, whether you have a full head of hair, or no hair at all. With a wig you can choose any colour, length or style you like. A topper is a hair extension for the top of your head, designed to blend with your existing hair, so you will need some of your own hair for the topper to clip on to.

What are the measurements of your wig caps?

Most of our stock pieces come in Medium Cap Size, which fits the majority of people. We do occasionally stock other cap sizes. We can also recreate most of our pieces in the below sizing: 

Can I return it if it doesn’t fit?

Yes, we accept returns on our stock wigs and toppers. We aim to ensure customers are 100% happy ahead of purchase to avoid the need for a return. All returns must be within the Return Policy guidelines and will incur a restock fee. For full details please read our Return Policy. 

Can I talk to someone for advice or assistance?

Yes, there are lots of ways you can talk with us to discuss your personal needs and ask questions. We offer in person consultations and try-ons at our Sydney location and virtual consultations through video or over the phone. You can easily book a time that is convenient for you by sending us a message. We also have many channels of communication where you can get in touch to ask questions such as email, Instagram Direct messages, Facebook Messenger, and our website “Contact Us’.

We also have our Private Facebook Support Group, GoldyLostHair Support, where you can connect with our hair community, ask questions and learn about wigs and toppers.

What if the piece I want is Sold Out?

Our pieces often sell out very quickly, but you can join the wait list on the listing to get notified when it is back in stock, or you can do a custom order and we can recreate it for you personally. As all of our pieces are human hair and hand coloured, each piece will be slightly unique.

What is the true colour? They look slightly different in different photos or videos?

Just like hair growing from someone’s head, the colour of human hair wigs and toppers will look different in different lighting. It may look warmer indoors, brassier under florescent lighting and ashier in direct sunlight. The colour may also be affected by your computer or phone screen. At GoldyLost Hair we try to show the pieces in different lighting, as well as on a person vs a mannequin, so you can get a good idea of how the piece truly looks, but there can always be slight colour variances.  

Any return made due to colour choice will still incur restock fees.

Do you ship Internationally?

Yes! We offer Free shipping WorldWide. Please read our Shipping Policy for detailed information. GoldyLost ships domestically and internationally through Australia Post. All delivery requires a signature on delivery and has full internet tracking.

Can I get financial assistance?

If you require a wig or topper for medical reasons, you may be able to get financial assistance to help cover the cost. Some Health Insurance Funds assist with the purchase of wigs or toppers (prosthetic) through Extras Cover, however this assistance, if available, varies widely between different providers. Often this information is not displayed in your policy or on the website. Contact your Health Fund directly for detailed information unique to your individual circumstances. Ensure you use the correct language when asking your Health Fund as they may cover a “hair prosthetic” instead of “wig” for ‘alopecia” instead of “hair loss”. 

Please check eligibility before making any purchase on a wig or topper, with the notion of making a claim back as GoldyLost Hair cannot be held responsible if your claim is denied.

Do you offer payment plans?

Yes! We have AfterPay available on all in stock wigs and toppers. AfterPay is not available for custom orders.

Do you take custom orders.

We can recreate any of our pieces on the website to suit your needs. If you see a piece you love but would like it in a different cap size or length we can easily create this piece for you, just send us a message with your requirements. 

If you are looking for a complete custom piece, such as you’ve found some hair on Pinterest that you love, we do this on a case by case basis. Contact us to discuss your envisioned piece and we can see what we can do.

Can I change a stock piece?

Yes, we can restyle the piece by changing the part, or adding curls. We can also permanently modify any of our stock pieces by cutting length or bangs (fringe), adding a darker root, removing/adding clips or cutting the lace. Modified pieces will become Final Sale and will no longer be valid for a return.

Can I order a piece in a different length or cap size?

If there is a colour you love on the website you would love it in a different length or cap size we can recreate it for you in your desired specifics. Send us a message and we can organise this for you.

Care Questions

You do not need to wash you piece as often as you would your own hair. You only need to wash it when you feel it is no longer looking it’s best. Factors such as how often you wear it, if you use hair products or make up and what you are doing while wearing it will determine how often it needs washing. For every day wear we recommend washing every 2 – 4 weeks.

Yes! All our pieces are 100% Human Hair. You can style them as you would your own hair, but just like your own hair, heat tools will cause damage over time.

You’ve invested in your hair, it is worth investing in quality salon products to keep it looking it’s best.  We recommend using products that are Sulfate Free. Getting a product specific to the hair you have purchased can help keep hair looking its best, such as shampoo designed for colour treated hair, or a purple shampoo for blondes.

Yes! You can easily part the hair anywhere on the top of all of our wigs and toppers, as they are all created with either a hand tied lace or hand tied silk top.

​​Shipping FAQ​

Help! I Put in the wrong address.

It is important that the correct address is entered at check out. If you have entered incorrect information at check out please email <b> </b>immediately and we can try to amend your order. If your order has already been dispatched, you will need to contact the courier service. GoldyLost can not be held responsible for incorrect address delivery, or lost items due to incorrect address.

What if I won’t be home for my delivery?

All packages are shipped with signature on delivery. If you are not home when your package arrives, it will be taken to a local post office for redelivery or collection. If you do not organise redelivery or collect your parcel within the requested time frame, your package will return to sender (GoldyLost). We will be able to reship the item to you at your own cost. This item will be classed as Final Sale. We cannot be responsible for packages that are lost during “return to sender”.

What if I need my piece by a specific date?​

GoldyLost uses external postage services for delivery. We can only give you estimated delivery times, based on information provided by the company. We have no control over the delivery dates and cannot guarantee that your item will be delivered on or before any specific date.

Why have I been asked to pay taxes?​

For International shipping, you may be required to pay inbound duties or taxes before you can receive your delivery. The amount depends on your local customs and is a percentage of the total amount paid for the item. Please check if you are required to pay any duties or taxes before making purchase. These taxes are not paid to GoldyLost and are non-refundable in case of return/exchange.
Non-payment of these charges will result in your item being returned to GoldyLost and you will be required to organise reshipment at your own cost or cancel the order, which will incur a restock fee.