Frequently Asked Questions

We want to hear all your questions! Pure Wigs offer everyone a unique style of wig to tailor different face shapes and ages. Please get in touch with us if you can not find the answer you are looking for.

18 FAQs

  • What do I do if I receive a faulty item in my order?

    We want to sort out any issues with faulty items straightaway.

    As soon as you discover a fault, please contact our Customer Care team with:

    • The order number
    • The faulty item's name and number
    • A description of the fault

    We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

  • I am missing an item from my order, what should I do?

    • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
    • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you're not missing anything.
    • If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will resolve the issue for you as quickly as we can.
  • I have an incorrect item in my order, what should I do?

    We want to sort out any issues with incorrect items straight away.

    Please contact our Customer Care team with your order number and the incorrect item's name and product number.

    We'll get back to you as soon as we can and send you a replacement item as quickly as we can.

  • Can I cancel my order after I've placed it?

    There are varying time limits in which you can cancel your order dependent on which delivery option you've chosen:

    Standard UK Delivery - 30 minutes after completing your order.

    Ireland Delivery - 30 minutes after completing your order.

    International Delivery & all other delivery options - 60 minutes after completing your order.

    If you still want to cancel your order click here to sign into your account. Look at your last order – if the button next to it says ‘Cancel’, you still have time to cancel it by clicking that button. The status will change to 'Cancelled'.

    When you place an order with Pure Wigs, the funds are reserved for us - we don't actually take the money until your order has been confirmed and sent to our warehouse. If you cancel your order and the funds have already been received by Pure Wigs, it may take up to 10 days for your bank or card issuer to make your funds available to you again.

    If the 'Cancel' button is not available, it's too late for you or our Customer Care team to cancel your order. You can return your order to us once you've received it. For more information on how to return your order click here.

    If you wish to cancel your order under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, click here for more details.

  • Can I amend my order after I've placed it?

    We're really quick at packing your order up, however, if you are quick you can amend your order. This includes changing the delivery option, delivery address or changing your item. Contact us on 01252 339450 asap with your order number and we can try to help.

    You may also be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen:

    UK Standard Delivery - 30 minutes after completing your order.

    Ireland Delivery - 30 minutes after completing your order.

    International Delivery & all other delivery options - 60 minutes after completing your order.

    You can cancel an order by logging into ‘My Account’ and viewing your recent order. If there is a button next to an order that says ‘Cancel’, you still have time to cancel by clicking the button.

    If the cancel option is not available, then it is too late cancel the order. However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

  • Why haven't I received an order confirmation email?

    Don't worry if you haven't received your order confirmation email straight away, at busy times they can take longer than usual to process. You can check your order details in the 'My Account' section once you've logged in and if you have not received your email confirmation within 4 hours, please email: along with your name and email address used when the order was placed. Alternatively you can call us on 01252 339 450.

  • How can I cancel my order - Consumer Contracts Regulations 2013

    The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise you have fourteen calendar days to cancel the contract for your order with us and we will issue you with a full refund for the items you have purchased and the cost of standard delivery if you've paid for shipping.

    • The fourteen calendar days starts from the day after you receive your order.
    • If you have paid for delivery we'll refund the cost of Standard Delivery to your country even if you've used one of our quicker delivery options.  For example, if you pay £15 for a Next Day or International Delivery service but the cost of Standard Delivery is £5 then we will refund you £5. The extra £10 is not covered under these regulations.
    • We need written confirmation of cancellation from you, so you'll need to get in touch using any of our available contact options to let us know you'd like to cancel your order under the Consumer Contracts Regulations 2013.
    • If you have already received your order, you will need to return to us the items from your order that you wish to cancel. Along with written confirmation of the items or complete order you wish to cancel.
    • The items you return must be unworn and in their original condition and will be inspected once we have received them.
    •  We try hard to accept all returns. Returns to us need to have the original tags still on them but need not be returned to us in the same packaging in which they were delivered to you. However it is your responsibility to ensure that the returned items are packaged well enough that they won't be damaged on the way back to us. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. In this case we will not refund you. If we do not receive the cancelled order back, we may arrange to have it collected at your cost.
  • Can I get a refund if the price has changed since I ordered it?

    As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.

  • I've bought a gift voucher, can I cancel or return it?

    Did you buy the gift voucher? If you did, you can cancel your order within 30 minutes of completing it.

    If that timescale has already gone, and the voucher hasn’t been used or locked to an account, get in touch with our Customer Care Team.

    We will cancel it for you or if it’s because of a mistake in the email address, we’ll change it for you and send you another one.

  • What if something isn’t right on my customs invoice?

    If you have any issues with your customs invoice that you've received from Pure Wigs, please get in touch with Customer Care who can get this sorted for you.

  • Can you help me with my Coupon code?

    You need to enter the code exactly as it was given to you, without any spaces. On the 'Cart' type or copy and paste the code into the 'Coupon Code' box, then press 'Apply Coupon as shown below:

    FAQs - image Coupon-Code-Box-Pure-Wigs-1024x403 on

    If you have already moved to the 'Checkout', you can still apply the code by clicking on the 'Click here to enter your code' and typing or pasting the code in the dropdown box below.

    FAQs - image Coupon-Box-Checkout-Pure-Wigs-300x105 on

    If you find that your Coupon code isn’t working then please check the below:

    • You can only use one discount/coupon code per order. This applies to our free delivery codes too.
    • Discount/coupon codes cannot be used for gift vouchers, when paying for a WigScription subscription or for any delivery charges.
    • As our discount/coupon codes vary, so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email, social media or on our website. You can also check out our general terms and conditions regarding coupon codes.
    • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from Pure Wigs then the code may also be locked to that email address. Make sure you’re trying to use the code using your Pure Wigs account that has the same email address as we sent the code to.
  • How can I pay for my order?

    You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us.

    FAQs - image Compaymenttypes-300x72 on

    We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer.

    To add your card details, just login to your account and scroll down to the ‘Payments’ section. From here, you can add your payment details and save them to your account. When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

    If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Pay Now’.

    If you're trying to use a Gift Voucher to pay for your order, please click here for more info.

  • What is cap construction?


    • Traditional – The heaviest type of cap construction. Machine sewn traditional closed flower net lace top provides a good lift at the crown and root areas.
    • Capless – Light weight and known as open wefting, allowing the air to pass through the wig. The construction helps creates volume and lift due to the teasing found at the root area.
    • Monofilament – The hand knotted sheer base, Monofilament creates a very natural look. You can style your hair in any direction of choice and the hair looks like it is growing from the scalp. These are very popular and natural.
    • Hand tied – The hand knotted sheer base is light weight and hugs the shape of the scalp.The hair can be styled in any direction and has a very natural look. This is designed for people with total hairloss or sensitive scalps
    • Lacefront – The hand knotted lace front, this is very popular due to the natural hairline. It comes in two types of construction; ready to wear which has a pre-cut lace front and the Professional lace front which will need to be cut-in to create a custom hairline and will require adhesive or tape to secure to the scalp.


  • What is my face shape?

    FAQs - image oval-shape-300x300 on https://purewigs.comAn oval shaped face is longer than wide, the jaw is narrower than the cheekbones. An oval shaped face has no dominant areas and because the face is so proportional, the oval shaped face can wear just about any hairstyle, shape, texture and look good!

    FAQs - image Oblong-Face-shape-300x300 on https://purewigs.comAn oblong shaped face is characterised by a very long and narrow bone structure. To create the illusion of an oval shaped face use a fringe piece across the forehead, or curls in the crown and nape areas. This creates a softer look.

    FAQs - image round-shaped-face-300x300 on https://purewigs.comA round shaped face is characterised by a wide hairline and fullness under the cheekbones. A round shaped face looks good with a geometric or linear style. This flattens round appearance. Add height when possible and long wispy sides to make the cheeks look narrow.

    FAQs - image diamond-shaped-face-300x300 on https://purewigs.comA diamond shaped face has narrow sides and fullness at the chin. Bob wigs can look really nice for this face shape, avoid adding volume to the sides and height. To cover a narrow forehead where a fringe.

    FAQs - image heart-shaped-face-300x300 on https://purewigs.comA heart shaped face has a wide forehead and a narrower chin. To add some volume around the chin keep hair close to the head at the eyes but make it slightly full around the jaw, and below and in front of the earlobes. Also wear some hair over the forehead to disguise the width.

    FAQs - image square-faced-shape-300x300 on https://purewigs.comA square shaped face has a wide hairline and jaw. Square shaped faces need height and narrowness at the sides to break up the squareness. You can comb the hair off the forehead to add height to the face. Curly or wavy textures around the face can disguise the wide, straight lines common in a square face.

  • My wig has tangled at the nape, what can I do?

    Some wigs do tangle at the nape and it’s caused by hair rubbing the back and shoulders. This is known as Friction RubIf your wig is shoulder length or the hair is thin then your wig is more likely to matt.

    How you can prevent this:

    Brush your wig regularly and when washing leave the conditioner in for 5 minutes to prevent the hair from tangling and drying. Purchase a wig stand and keep your wig on there overnight. Fibre Hair wigs are also quite common to matt.

    You can also subscribe to our WigScription Aftercare service and send your piece back to Pure Wigs to be professionally managed.

  • How do I look after my Fibre Wig?

    It’s important that you use the right product for your Synthetic Fibre Wigs and Hairpieces. We recommend the Dimples Fibre Oil Conditioner and T Fibre Range to care for these type of products. To prevent the fibres from splitting, and keeping the wig from frizzing use a brush or comb that is designed for Synthetic wigs.

    Synthetic (Fibre) Wig and Hairpiece Care

    Synthetic Wigs are easy to care for and you should only need to wash your wig once every 10 – 12 times worn. These wigs shorten in lifespan each time it is washed, but there are ways you can keep and maintain your wig for longer! A wig cap will help absorb your natural scalp oils and try using less styling products as possible. Following these steps will reduce how much you wash your wig and will keep your wig looking brand new for longer.

    Here are some tips to maintain your wig:

    1. With your Synthetic Fibre brush or comb, gently brush through your wig removing any tangles always check for a tag on your wig as some wigs should not be brushed, especially if a curly wig! 
    2. Longer styles can become more matted at the back, try applying a wig spray as a lubricant and gently brush or comb through.
    3. When your wig is tangle free you can wash your wig in luke warm water. Never use hot water as this can damage the fibres!
    4. Using a Synthetic wig Shampoo, pour two caps into luke warm water and let your wig submerge in the sink for 5 minutes before washing. Do not apply this product straight onto the hair fibres as it will make it lank and sticky
    5. Rinse your wig in cold water until no suds remain. It’s okay to separate any tangles and strands with your fingers as your wig dry’s Do not twist or wring your wig. You can dry your wig on a towel to leave overnight or if you have a wig stand your wig will dry quicker!
    6. Once your wig is dry spray conditioner onto the wig so you can later brush through oils that were lost when you washed your wig.

    Remember to not ever apply electric appliances onto your Synthetic wig or hair piece, unless it is heat resistant. It will frizz the fibres and can even melt them!

  • How do I look after my Human Hair Wig?

    Taking care of a Human Wig you will need to use only the top brand Shampoo’s and Conditioners or Ellen Wille Human Hair Shampoo and Conditioner.

    Human Hair Wig and Hairpiece Care

    1. Brush through your wig gently to remove any tangles. Do not brush through your wig if it is extremely curly or there’s a tag that says not to brush.
    2. Using your Polyhead, pin your wig to it and let the shower heads water run in the same direction!
    3. Once your wig is drenched with water apply a small amount of shampoo onto your wig.
    4. Comb or brush through your wig to get the shampoo through the hair, do not scrub!
    5. Rinse of your wig with cool water and inside the wig cap to remove any excess shampoo.
    6. Repeat steps 4 and 5 when applying the conditioner. Leave the conditioner in for 5 minutes to improve consistency.
    7. When drying your wig do not rub hard and twist the hair, blot hair with towel then comb or brush through your wig and let dry naturally.
    8. It’s easy to restyle your Human hair wig, using a hair dryer, straighteners, curlers on a low heat setting.
  • Will my parcel be charged customs and import charges?

    In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India or Israel on our International Delivery service.

    For Swiss customers, we cover all customs and import duties and taxes.

    For more information on how customs charges are applied on orders sent to Brazil, please click here.

    For more information on how customs charges are applied on orders sent to India, please click here.

    For more information on how customs charges are applied on orders sent to Israel, please click here.

    You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers).

    Pure Wigs has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.

    It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Have any questions we didn't answer?