Requesting a Return

Please email info@schwanhair.com within 14 days of receipt to create an official return. You will receive a returns slip to document the reason for return. Please note we do not offer paid shipping labels.

Returns Acceptance Criteria

• We provide a 14-day return policy from the date of delivery.
• Please always get in touch with us first before returning any items back to us.
• Returned items must be in original packaging and resalable condition i.e. not worn, washed or altered in any way.
• If the hair is not in resalable condition or plastic security tags are removed, we will be unable to process your exchange, and your order may be returned subject to a £30 handling fee.
• Due to hygiene reasons wigs, custom made units, clip-ins, tape-ins are excluded from our returns policy. 
• Please note sample sale items cannot be returned and are excluded from our Returns Policy.
• Your parcel remains your responsibility until it arrives back with us. If you are shipping orders over $75/£50, please consider using a trackable service and/or purchasing a shipping insurance.
• Always keep your proof of postage and tracking number in case you need to contact us about your return. 
• Any returns that arrive with us past the 14 day window will not be processed.

Returns Processing Time

We strive to process your returns promptly, but during peak periods, such as holidays, processing may take up to 14 days for both UK and international returns. If you've contacted us via email, please allow up to 48 hours for a response from our customer care team. We cannot be held responsible for carrier delays or faults, nor for packages lost or undelivered due to incorrect addresses. For your protection, always use a trackable and insured shipping service.

In Cases of Order Issues

Faulty items are considered goods, that arrived damaged or non-functional before use. We endeavour to replace your items immediately. You'll therefore need to be report it within the first 24 hours of receipt. Please email info@schwanhair.com with pictures to substantiate your claim. We may request a return for inspection and thoroughly assess your claim within 5 working days of receipt.

Incorrect or missing items are investigated with our fulfilment and shipping teams. Please email info@schwanhair.com within 24 hours of delivery. We may ask you for pictures and more information.

Refund Policy

Refund Processing Time

Your refund will be processed back to your original payment method and should appear in your account within 5-10 working days depending on your payment provider. If you're waiting for a refund after a return, there may be a delay of up to 14 days depending on order queues and busy holiday periods. We aim to process your order ASAP and encourage you to only contact us after the timeframe has passed.

Suspicious Activity

If we observe a pattern of unusual returns or purchasing behaviour, such as suspected wear-and-return practices, returning counterfeit or damaged items, we reserve the right to deactivate your account and associated accounts, and take necessary actions. We also reserve the right to cancel any orders involving suspicious activity or if the customer engages in bullying or harassing behaviour towards our company or staff. If you feel there has been an error, please reach out to our customer care team for prompt resolution.

Sample & Sale Orders

We do not offer refunds or facilitate exchanges for sale or sample items under any circumstances, as they are priced to go.

Exchange Policy

You have 14 days to exchange items in original packaging and condition i.e. not worn, washed or altered in any way within 14 days of receipt. Please email info@schwanhair.com for a returns slip. We do not offer paid return labels. Due to hygiene reasons wigs, custom made units, clip-ins, tape-ins as well as sample sale items are excluded from our exchange policy.

Exchanges with a Price Difference

If there's a price difference between the exchanged item and your original purchase, you'll receive a payment prompt via email for the outstanding amount. To proceed with the exchange, please securely checkout through our website using our secure payment portal. You can select from various major payment methods supported, including PayPal and Klarna, at the footer of our website. Once payment is completed, we'll fulfil the exchange.