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.

• 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.

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.

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.

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.

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: info@purewigs.com along with your name and email address used when the order was placed. Alternatively you can call us on 01252 339 450.

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.

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.

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.

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.