Return/Refund Policy

Returns Policy

All sales are final! However, in the unlikely event you change your mind about any of our luxury tresses, Schwan Hair offers a 14 day exchange policy under the following acceptance criteria. Any returned items must be in original packaging and resellable condition i.e. not worn, washed or altered in any way. If the hair tags have been taken off we are unable to process your exchange and your order will be shipped back to you at your cost. Please always get in touch with us first before returning items back to us.

Your parcel remains your responsibility until it arrives back with us, therefore we suggest you always ask for proof of postage and tracking number in case you need to contact us about your return. Please allow up to 48 hours for a customer service advisor to get back to your email in order to provide adequate support. 

We aim to process your returns ASAP, but especially during holiday season it may take up to 14 days UK and 21 days international. 

If you are shipping orders over $75/£50, please consider using a trackable service or purchasing shipping insurance. We are not responsible for any carrier delays or faults, nor are we held accountable for packages that are lost or not delivered due to an insufficient or incorrect address.

Due to hygiene reasons eyelashes, wigs, lace systems, custom made units and clip ins cannot be returned and are excluded from the returns policy. 


Refunds (if applicable)

Refunds are not permitted as all sales are final! However, if you have a genuine concern please get in touch within 3 days of receiving your order and we will address it accordingly. We love our customers and want you to be happy with any Schwan Hair purchase and endeavour to get you a replacement ASAP at no extra shipping charge. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 

If at any point the item is sold out at purchase, a refund will be automatically issued to your original payment method instead. Please allow your refund to be processed back to your credit card or original method of payment within 5-10 working days.


Sales and Promotions


Please note only regular priced items may be returned for an exchange. Unfortunately, sale or discounted items cannot be returned and are excluded from our Refunds & Returns policy. This also includes orders with promo codes. Read more about our policy 
here


Fair use

We pride ourselves of providing exceptional customer service and luxury hair extensions in its purest form. Schwan Hair is proud of our quality products and want you to be happy with purchasing new and breathtaking hair. Therefore, under no circumstances do we allow returns past the above deadline and any returns of already worn, washed or altered hair.

Schwan Hair works with a number of anti fraud services and have air tight security procedures to ensure our customers safety. We aim to provide you with the safest and best buying experience. If we notice an unusual pattern of returns or buying activity e.g. we suspect someone is actually wearing their purchases and then returning them, returning fake hair or ordering and returning more than our most loyal Schwan Hair customers, then we might have to deactivate the account and any associated accounts and take appropriate action. We reserve the right to cancel where suspicious activity is suspected. 


Hair Maintenance:


Hair maintenance is your responsibility. If you have damaged*, cut or bleached your hair extensions and are not satisfied with the outcome as a result, please note that we are not held responsible for your actions and are not able to offer an exchange or a refund. Please read more about the *definition of damage and its applicable criteria here -> CLICK