FAQ

About My Wigs

Head Circumference

What type of hair do you use? We use 100% human hair

How long does the wig last? The wigs will last 1-2 years depending on how well they are looked after

How do I care for my wig? Click here to find out :)

Click here to find out how to measure your head circumference :)

Shipping

Processing

Domestic Shipping

Shipping fee is applied at checkout

International Shipping

Shipping fee is applied at checkout

Customs Duties & Other Fees

International clients will not be required to pay any taxes or duties, as these charges are covered by us. If you receive a bill for these fees, please email us with a copy of the bill, and we will handle it for you.

Please note: If you are returning your wig for a refund, any taxes or duties paid will be non-refundable and will be deducted from the price of the wig.

VAT RELIEF FOR UK CUSTOMERS ONLY

ARE YOU ELIGIBLE TO CLAIM VAT?

VAT exemption is available to clients who wear wigs for necessity reasons.

Customers who require wigs due to any medical reason such as alopecia or hair loss as a result of chemotherapy treatment, and is confirmed by a GP, are classed as necessity wearers. If any of the above applies to you, you are entitled to receive the VAT off the cost of your wig. Please email us for a VAT exempt Form before purchase.

If you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT you should consult Notice 701/7 VAT reliefs for disabled people available at HMRC Helpline or contact the National Advice Service on 0300 123 1073 before requesting for the declaration form.

Making a false declaration to the HMRC is fraudulent. Please avoid this at all costs!

10% OFF Medical Hair-loss

Buyers anywhere in the world, who have medical hair loss can receive 10% OFF the price of wigs they purchase from our store. This can be claimed for as many purchases. Please email us at info@nuoalwigs.com for a code :)

Processing time is 4-6weeks. Once processed, it can take 2-5 working days for the wig to be shipped out. We also offer express processing (15 working days) Please send us an email to enquire about this.

Refund Policy

Return and Exchange Policy

Can I cancel my order?

Yes except SALE WIGS and custom orders (custom length, density , size, style, colour or any change requested)

Payments for express service or any other services offered can't be cancelled or refunded. There is also a 5% cancellation fee after 24hrs of purchase.

Please also see our Terms and Conditions before placing an order with us.

Can I return my wig?

Yes we offer refund or exchange except for SALE wigs and custom orders.(custom length, density , style , size, colour or any change requested) are non refundable. If your wig is received damaged please let us know immediately.

All other non-customised wigs have a 14 days return policy from the day it was delivered. Wigs must be returned in the original state. Customers are responsible for shipping cost back to us and original shipping cost is non refundable.(Please note that this is the actual shipping fee it cost us to send the wig to you)

International customers will be responsible for any custom duties for returning the wig back to us but please do contact us before returning so we can advice you on how to avoid paying those fees. Additionally, as we are covering the customs and duties fee that is required for your wig to be received, If you are returning your wig for a refund, any taxes or duties paid by us is non-refundable and will be deducted from the price of the wig.

For the purpose of hygiene and for refunds/exchange to be granted, we request that the buyer wears a wig cap when trying on a purchased wig. Any item that has been altered chemically or physically no longer qualifies for an exchange or refund. This includes but is not limited to:

Change of part, application of heat etc
The wig must not be coloured, styled, bleached, washed, brushed or combed.
The wig must not have been worn unless to try on. The wig must not be in contact with any food smells, smoke, hair spray or perfume.

The buyer is liable for shipping fee back and must take reasonable care of the wigs they wish to return. The buyer will be responsible for the returned products until they reach us. If sending back internationally, buyer must complete the customs declaration form correctly and clearly indicate to customs that the wig is a "returning product back to the retailer".

Please contact our customer service team at info@nuolawigs.com so we can advise on how to return the unit back to us.

Please also see our Terms and Conditions before placing an order with us.

What if I am not happy with my order?

If you feel that your new wig does not look right on you, consider the following:

It is normal to feel like it’s too much hair all of a sudden. We’ve been there! It is a change and you need to give yourself some time to adapt to it. We recommend that you wear it at home and leave it on for some time, get used to the feeling and the reflection in the mirror. Try blending it with your own hair, maybe ask a relative or a close friend you feel confident with for their opinion.
If you purchased a wig that is not customised, it is important to note that hair is produced in a way that it can cater to a wide range of women.

If you still not happy with your wig, please contact us and we will try our best to ensure that we resolve the matter :)

If you are a UK consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within fourteen (14) working days following your receipt of the goods or the date on which we begin provision of the services. Refunds for orders cancelled under the provisions of the Consumer Protection (Distance Selling) Regulations will be processed in accordance with your legal rights.

Please note this does not apply to custom wigs. Once a custom order has been placed it cannot be cancelled.

COLOUR DISCLAIMER: KINDLY NOTE THAT DESPITE OUR EFFORT TO PROVIDE CORRECT IMAGES OF EACH WIG, THE COLOUR OF THE WIG MAY BE SLIGHTLY DIFFERENT DUE TO PHONES / COMPUTER SCREENS.

Please see our Terms and Conditions before placing an order with us.

Can I change my address?

Due to buyers protection policy, we are unable to change delivery address.

FAQ