Refund policy
Order Cancellation Policy
All orders purchased on our website can be cancelled and refunded up to 24 hours after the date and time of purchase. After this period, no return or cancellation will be granted.
To cancel your order, kindly:
Due to the nature of our products as well as sanitary precautions, a return will only be processed if:
-The item is faulty, not as described or does not do what it is supposed to do.
-To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need a receipt or proof of purchase.
A return will not be processed if the customer:
-Damaged an Item themselves or by a third party.
-Has cut the lace/worn the wig.
-No longer wants an item (for example, because it is the wrong size or colour).
-The fault in question can be rectified by Laceometry.
To start a return, you can contact us at laceometry@gmail.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions regarding returns at laceometry@gmail.com.
Order ID Verification
Please note that Laceometry requires ID verification for all orders priced at £200.00 and over. If your order falls under this category, a verification email will be forwarded to you with details on how to verify your order in order for it to be processed and shipped out to you. This step is required to ensure security for both our customers and Laceometry as a brand.
Customers that fail to verify their order within the 72 hour time frame will be automatically refunded and their purchase will be credited back to the original payment method used. The date and time for receiving your refund is dependant on your bank.
Service Bookings
On occasion, we do accept hair that is not directly sourced/supplied by Laceometry as part of the range of services we offer. Due to this, Laceometry is not liable for any damages made on the vendors behalf and does not accept hair defined as being of 'poor quality'. The term 'poor quality' includes but is not limited to: large knots that can not be bleached, mixed human and synthetic hair, excessive shedding when carrying out a service and hair that does not lift past brown/orange tones.
Test strands and inspections are carried out prior to every colouring service to ensure the integrity of the hair is 1.) maintained and 2.) confirms that we can proceed with the service. If a test strand is carried out indicating that Laceometry will not be able to continue with the service, a partial cost of service deposit deduction of £35.00 will be removed from your total cost and the hair will be shipped back to the senders address.
Laceometry does not accept Amazon Hair, Shein Hair/ Wider retail stores for colouring services that require foiling/ intense processing (Lifting to 613 as the majority of hair from these suppliers will not lift past brown/orange tones.). Please be sure to contact the vendor that you will be purchasing the hair from prior to booking. Hair from the above retailers can be sent in for specific-low damage colouring services. Please get in touch if you would like more information regarding your booking.
For Wig Making Services, please ensure that measurements are taken correctly. Incorrect measurements are subject to a removal and reattachment fee.
Please note that some services such as wig-making and colouring require a full payment in order to complete your reserve and complete your booking.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the situation and reach a resolution. This should be done no later than 48 hours of receiving your item.
Exceptions / Non-returnable items
Certain types of items cannot be returned or refunded, such as digital goods, custom wigs, special orders, personalised items, personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure your exchange is processed is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund. Due to the nature of our products and shopify's terms, a transaction fee may be deducted on sales.
Returns
All charges for returns postage are covered by the customer and should be sent using Signed For Delivery. A receipt for this must be provided within 24hrs of posting. We are not currently offering paid returns labels.
