Refund Policy

Returns & Refund Policy – Atelier Peluca

We take great care in creating each piece and want you to be fully satisfied with your purchase. Please read our policy carefully before placing an order.

Made-to-order & custom items

Many of our wigs are handmade to order or customised.

As such, these items are non-refundable and non-returnable, unless they arrive faulty or damaged.

This includes:

• Custom colour requests

• Custom sizing

• Commissioned or made-to-order pieces

By purchasing a made-to-order item, you agree to these terms.

Ready-made items (non-custom)

For ready-made (non-custom) wigs, you have the right to request a return within 14 days of receiving your order, in line with UK consumer law.

To be eligible for a return:

• The item must be unused and in original condition

• The item must not have been fitted, styled, cut, glued, or altered in any way

• The item must be returned in its original packaging

• Proof of purchase is required

We reserve the right to refuse a return if the item shows signs of use or alteration.

Cancellations

You have the right to cancel your order within 14 days of receiving it.

• If your order has not yet been shipped, we will issue a full refund

• If your order has been shipped, it must be returned in accordance with our returns policy before a refund is issued

Please note: made-to-order items cannot be cancelled once production has begun.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

• Refunds will be issued to your original payment method

• Original shipping costs are non-refundable

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or incorrect, please contact us within 14 days of delivery.

We may request:

• Your order number

• A description of the issue

• Photographic evidence

In these cases:

• A replacement or full refund will be offered

• We will cover the return postage costs

Return postage

• Customers are responsible for return shipping costs unless the item is faulty or incorrect

• We recommend using a tracked service, as we cannot guarantee receipt of returned items

Non-returnable items

We cannot accept returns if:

• The item has been used, fitted, styled, glued, or altered

• The item is made-to-order or customised

• The item is returned outside of the 14-day return period

Delivery issues

If your order has not arrived within a reasonable timeframe, please contact us and we will investigate with the courier.

Contact

For all returns, please contact us first:

Email: atelierpeluca@gmail.com