Shipping and Returns Policy
​
1. Shipping Policy
1.1 UK Deliveries
Standard Delivery: ​
For orders placed within the UK (Monday through Thursday), we offer free next working day delivery for wigs in stock.
Additional Fees:
A £10 pre-order fee may apply for items not immediately in stock.
A £15 fee applies for Saturday delivery.
1.2 International Orders
Flat Rate Shipping:
Orders shipped to destinations outside the UK will incur a flat shipping fee of £7.99.
Delivery Timeframe:
​International deliveries typically take 3-5 working days.
1.3 Address Responsibility
Customer Responsibility:
Jlux Limited bears no responsibility for missing parcels resulting from incorrect addresses provided by the customer.
1.4 Missing, Lost, or Damaged Parcels
In cases of missing, lost, or damaged parcels, Jlux Limited will file a compensation claim on your behalf with Royal Mail.
Refund Processing:
Refunds will only be processed after compensation has been approved by Royal Mail.
2. Return Policy
2.1 Eligibility for Returns
Condition:
Wigs eligible for return must be in their original condition, unaltered, and unused.
Return Window:
Returns are accepted within 14 days from the date of delivery.
2.2 Return Process
Initiation:
To initiate a return, customers must contact our customer service team via email at jluxhairstore@gmail.com to request a return authorization and receive instructions on how to proceed.
Shipping:
The returned wig must be shipped back to us using a tracked shipping method to ensure safe delivery.
Customer Responsibility:
Customers are responsible for the cost of return shipping. We recommend using a tracked shipping method and retaining proof of postage for returned wigs.
2.3 Exclusions
Non-Returnable Items:
Certain items may not be eligible for return, such as clearance or final sale wigs.
2.4 Restocking Fee
Restocking Fee:
A restocking fee of 15% will be deducted from the refund amount for returned wigs. This fee covers the costs associated with inspecting, repackaging, and restocking the wig to ensure it meets our quality standards. By purchasing a Jluxwig, you agree to this policy.
2.5 Refund Processing Time
Processing Time:
Refunds will be processed within 5-10 working days from the date the returned wig is received and inspected.
2.6 Communication
Updates:
We will keep customers informed throughout the return process, providing updates on the status of their return and refund.
2.7 Final Approval
Approval:
All returns are subject to final approval by our customer service team. We reserve the right to refuse a return if the returned wig does not meet our eligibility criteria.
3. Exchange Policy
3.1 Eligibility for Exchanges
Condition:
Wigs eligible for exchange must be in their original condition, unaltered, and unused.
Exchange Window:
Exchanges are accepted within 3 days from the date of delivery.
3.2 Exchange Process
Initiation:
To initiate an exchange, customers must provide proof of purchase, such as a receipt or order number, and contact our customer service team for instructions.
Shipping:
Return the wig to be exchanged using a tracked shipping method to ensure safe delivery.
3.3 Exclusions
Non-Exchangeable Items:
Wigs that have been customized or altered are not eligible for exchange unless there is a defect or error on our part. Clearance or final sale wigs are not eligible for exchange.
3.4 Exchange Options
Availability:
Customers may exchange the wig for another wig of equal or greater value, subject to availability.
Price Difference:
If the desired wig is unavailable or exceeds the original purchase amount, the price difference must be covered by the customer. Exchanges for wigs of lesser value are not permitted.
3.5 Return Shipping for Exchanges
Customer Responsibility:
Customers are responsible for the cost of return shipping unless the exchange is due to an error or defect on our part. We recommend using a tracked shipping method and retaining proof of postage for returned wigs.
3.6 Processing Time and Next Day Delivery
Inspection:
Once the returned wig is received, it will undergo a thorough inspection process, which typically takes up to 12 hours.
Next Day Delivery:
Upon successful inspection, the exchanged wig will be promptly prepared for shipment and shipped for next day delivery.
3.7 Communication
Updates:
We will keep customers informed throughout the exchange process, providing updates on the status of their exchange.
3.8 Final Approval
Approval: All exchanges are subject to final approval by our customer service team. We reserve the right to refuse an exchange if the returned wig does not meet our eligibility criteria.
4. Additional Policies
4.1 Timely Reporting
Reporting:
Please notify us of any concerns or complaints regarding your order within three days of purchase to ensure prompt resolution.
4.2 Product Integrity
Unaltered Condition:
Complaints will only be addressed if the wig remains in its original, unaltered condition, free from bleaching or dyeing.
4.3 Third-party Services
External Services:
Jlux Limited cannot be held responsible for errors made by external service providers, such as hairstylists. We’re happy to offer guidance or recommendations to assist you in achieving your desired look.
4.4 Subjective Evaluation
Customer Satisfaction:
Your satisfaction is important to us. We encourage you to assess our products based on your personal judgment. We're here to address any concerns you may have, ensuring your experience meets your expectations.
4.5 Delivery Accountability
Delivered Status:
Once a parcel is marked as 'delivered' by the courier, Jlux Limited relies on that confirmation. No refunds will be offered for parcels marked as delivered.
4.6 Refunds and Partial Refunds
Refund Eligibility:
Refunds or partial refunds are only offered for returned wigs that are in their original condition.
5. Contact Information
For assistance with returns, exchanges, or any questions regarding our policies, please contact our customer service team via email at jluxhairstore@gmail.com.
6. Policy Revisions
This shipping and returns policy is subject to change without prior notice. Please refer to our website or contact customer service for the most up-to-date information.