Returns Policy

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 items are returned in a non-resalable condition or if plastic security tags have been removed, we may return the goods to you and charge a £30 handling fee.
  • Due to hygiene reasons wigs, custom made units, clip-ins, tape-ins are excluded from our returns policy. 
  • Please note pre-order, sale and sample sale items cannot be returned and are excluded from our Returns Policy.
  • Your parcel remains your responsibility until it arrives with us. For items valued over £50 (or equivalent in your local currency), we strongly recommend using a tracked and/or insured shipping service.
  • 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 aim to process returns promptly. However, during peak times (e.g. holidays), processing may take up to 14 business days for both UK and international returns.

  • Please allow up to 48 hours for an initial response from our customer care team after contacting us via email.
  • We cannot be held responsible for carrier delays, incorrect addresses, or packages lost in transit. For your protection, always use a trackable service.

In Cases of Order Issues

  • Faulty items: Goods are considered faulty if they arrive damaged or defective before use. Please report faults within 48 hours of receipt by emailing info@schwanhair.com with pictures to support your claim. We may request a return for inspection and will assess your claim within 5 working days of receipt. 

  • Incorrect or missing items: Please report within 48 hours of delivery by emailing info@schwanhair.com. We may request photos and additional information to investigate with our fulfilment team.

Refund Policy

Refund Processing Time

Refunds will be processed back to your original payment method and should appear within 5-10 working days, depending on your payment provider. After a return is received, processing may take up to 14 days during busy periods. Please contact us only after this timeframe has passed.

Suspicious Activity

We reserve the right to investigate and take appropriate action in cases of unusual return patterns or misuse of our policies, such as:

  • Suspected wear-and-return practices
  • Returning counterfeit or damaged items
  • Abusive or harassing behaviour towards our staff

Actions may include account deactivation and cancellation of future orders. If you believe there has been an error, please contact 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

  • Exchanges must be requested within 14 days of receipt.
  • Items must be in their original packaging and resalable condition (not worn, washed, or altered in any way).
  • Please email info@schwanhair.com for a returns slip.
  • We do not provide prepaid return labels.
  • For hygiene reasons, wigs, custom-made units, clip-ins, tape-ins, and sample sale items are excluded from our exchange policy.

Exchanges with a Price Difference

If your exchange requires an additional payment, you will receive a secure payment link via email. Once payment is received, your exchange will be processed. We accept major payment methods, including PayPal and Klarna, through our secure checkout.