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RETURN TERMS AND CONDITIONS:

We want your Goldylost Hair to be the best investment you’ve ever made and change your life for the better! Sometimes a hair piece needs some customisation for you to fall in love and by making some small tweaks, you may avoid the need for a return.

Sometimes it’s as simple as changing the part to where you are used to, other times its adding a dark root for a better blend.

We recommend reading our helpful guides, watching our “How to” videos on making a piece perfect for you or reaching out to us for advice.

If you decide that your piece will not work for you, Goldylost Hair accepts returns on all stock wigs and hair toppers purchased online, this includes pre-orders.

We DO NOT accept returns on:

  1. Stock items with requested alterations such as lace cut, colouring, haircut and restyle;
  2. In store purchases;
  3. Sale Items;
  4. Custom Orders.

Following the below criteria, you may be eligible for a refund (minus a restock fee) or full store credit.

Return For Exchange:

So, your hair has arrived and its gorgeous, as promised. You’re in LOVE but something is not quite right. The cap is too big, the colour too blonde or it’s a little too long. Easy mistakes when you order online, but an easy fix.

Simply follow the steps below to exchange for your perfect piece:

  1. Notify us via our Returns Page of the return, we will need your Name and Order Number (this can be found in your confirmation email).
  2. Ship the item back to us within 10 days of signing for it, yes a full 10 days! This gives you plenty of time to try on the hair to see what you love and don’t love or reach out to us for guidance. This will help you choose your next piece.

After this time frame the sale is Final – no exceptions. Obviously shipping time frames are not included.

  1. We receive your hair and inspect it to ensure it is in its original condition (check our Terms and Conditions for details on original condition). We are only human so please allow for 7 days for us to inspect your item upon return.
  2. We send you a credit voucher for the full amount paid which you can use to get your new hair. You will have a full 2 years to use the credit, so you don’t feel rushed.
  3. Didn’t get it quite right, again? Yes, you can exchange. If you want to do a second exchange (or more) then the amount of $105AUD will be deducted from the credit voucher offered on every new exchange.
  4. You love your new hair and become a GoldyLost fan for life.

Return for Refund

In the very unusual case (everyone loves us) you get your piece and want a refund, no drama! Simply follow the steps below to get your cash back.

  1. Notify us via our Returns Page of the return, we will need your Name and Order Number (this can be found in your confirmation email).
  2. Ship the item back to us within 72 hours of signing for it. This gives you plenty of time to try on the hair, take a million selfies and hopefully fall in love, but not too much time that you can take it partying before returning…we see you wear and returner.
  3. After this time frame the sale is Final – no exceptions. Obviously shipping time frames are not included. If you have missed your return for refund window, check out our Return for Exchange.
  4. We receive your hair and inspect it to ensure it is in its original condition (check our Terms and Conditions for details on original condition). We are only human so please allow for 7 days for us to inspect your item upon return.
  5. We issue you a refund via the method you originally paid, minus a restock fee of $75 AUD for local and  $75 USD for International. 

You receive your refund and spend your days looking at our website regretting your decision.

Although we try to make returns as easy and fun as possible, below are the boring but important details:

  • We DO NOT accept returns for IN STORE PURCHASES, SALE ITEMS (i.e. items purchased on a sale or promotion) or CUSTOM ORDERS which are sold as final sale. Unless deemed faulty.
  • Items must be in ORIGINAL CONDITION. They may be tried on for suitability purposes only. The item must not be altered in any way including using heat tools, cutting lace or washing. The item must remain odour free, this includes styling products, cigarette smoke and perfume.
  • Items must be in the original packaging, with all tags attached and all clips closed (where applicable).
  • All items must be shipped by courier or registered post with tracking and signature on delivery. We highly recommend also purchasing insurance in case of loss or damage. Goldylost Hair is not responsible for items not received.
  • For international returns you must state on the Customs Declaration Form “Returned Good” to retailer. Failing to do so may incur Tax/Duty charges.
  • Any Duties/Taxes charged will be deducted from your refund.
  • Shipping costs, credit card charges and any other fees are non-refundable.
  • International taxes and duties are not paid to GoldyLost and are non-refundable by us. It may be possible to receive a refund of customs duties paid, when goods you bought have been returned to the seller. You will need to contact your country’s customs service.
  • Goods and Services Tax (GST) paid by Australian buyers will be fully refunded, with your refund.
  • Australian dollar is the functional currency of Goldylost. If you paid in another currency, the amount may vary to the amount you paid due to currency exchange rate. You may receive more or less than you originally paid in your currency, but you will be refunded the AUD cost amount paid for the item.
  • Refund will be issued to the same payment method that was used to purchase the item and can take 7- 10 days to be processed.
  • All credit vouchers expire 2 years expire from the original purchase date.

We check tracking information for the date the item was delivered and inspect items condition thoroughly on return. Your return may not be accepted if you fail to meet the above criteria and the item will therefore be returned to you at your expense.

CUSTOM ORDERS:

A custom order is any piece that has been ordered or created specifically for you. This includes:

  • Stock pieces with alterations requested by you, such as lace cut, length cut, colour added.
  • Custom order where you have provided hair inspiration pictures and had a piece created.

Custom orders are not eligible for cancellation or return.

AT CHECKOUT YOU WILL BE ASKED TO AGREE TO THE TERMS and CONDITIONS, before proceeding with your order. By agreeing to the terms and conditions you are acknowledging that you understand and will adhere to them.

Cancellations:

Made an impulsive splurge, you’re now regretting? Don’t worry we got you.

Notify us via our Returns Page of the return, we will need your Name and Order Number (this can be found in your confirmation email).
But be quick as we often ship out next day and once your order is shipped, we can no longer cancel.

All cancelations made before the item has been shipped will incur a fee of $75AUD, which will be deducted from the refund.

Faulty Items:

We are incredible but not perfect so a defect could happen, but this is very rare. Our pieces have many touch points from their hand tied construction to being hand coloured, washed and styled by our wig expert and then inspected, tried on for fit and product photos. So its highly unlikely a fault would be missed. But accidents happen and if any item is deemed as faulty, we will happily offer a repair or replacement.

Please inspect the item thoroughly once you receive it, before making any alterations such as cutting the lace you must contact us within the 72 hours return window, if you believe the item is faulty. We cannot accept claims of fault on items that have been altered in any way.

To inform us of a suspected fault:

  1. Notify us via our Returns Page of the return, we will need your Name and Order Number (this can be found in your confirmation email).
  2. You will be required to send photos of the issue.
  3. If requested, return the item to us for inspection, and if deemed faulty we will repair or replace and reship to you.
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