Return Policy
Applies to all orders placed on this website
Short version
Furniture may be returned within 7 days if it is unused and in its original packaging. Human hair may only be returned if the bundle, wig or closure is unopened and the hygiene seal is intact. Damaged or incorrect items are replaced at our cost.
Furniture returns
- Log the return within 7 days of delivery by opening a support ticket.
- The item must be unused, unmarked and in its original packaging with all fittings.
- A collection fee applies for change-of-mind returns and is deducted from your refund. The fee depends on your province and the size of the item.
- Assembled, modified or custom-ordered furniture cannot be returned for change of mind.
Human hair returns
- For health and hygiene reasons, hair that has been opened, worn, washed, cut, coloured or heat styled cannot be returned or exchanged.
- Unopened bundles, wigs, closures and ponytails with the hygiene seal and original packaging intact may be returned within 7 days.
- Length is measured when the hair is straight and stretched. Curly and wavy textures appear shorter — this is normal and is not a defect.
- Minor shade variation between batches of natural hair is not a defect.
Damaged, faulty or incorrect items
Please check your delivery in front of the driver where possible. Report any damage, missing parts or incorrect items within 48 hours with clear photographs. We will repair, replace or refund the item at our cost, including collection. Manufacturing defects on furniture are covered for 12 months from delivery under normal household or office use.
Refunds
- Approved refunds are paid back into the bank account the payment came from.
- Refunds are processed within 10 working days of the returned goods reaching our warehouse.
- Delivery fees already paid are refunded only when the fault was ours.
How to log a return
- Sign in and open the Support page, or tap "Talk to a human" in the chat assistant.
- Give us your order number, the item and the reason for the return.
- We reply with a return reference and collection or drop-off arrangements.
Cancellations
You may cancel any order that has not yet been dispatched at no charge. If you have already paid, we refund the full amount. Once an order is on a delivery vehicle, the return rules above apply.