Returns, Exchanges & Cancellations – Nola Hair

At Nola Hair, we want you to feel confident in your purchase. If something isn’t quite right, we’re here to help—within the terms set out below.

Returns & Exchanges

We offer a 30-day return policy from the date you receive your order. If you would like to return an item, please ensure it meets the return conditions outlined below. Once approved, a refund or exchange will be processed. Please note, a £4.99 return handling fee will be deducted from any refund amount issued.

Non-Returnable Items

The following products and services are not eligible for return, exchange, or refund under any circumstances:

  • Add-on services, including the Create Your Own Wig option

  • Any product made using non-refundable customisation or add-ons

  • Items that have been customised, altered, worn, or used

  • Items damaged after delivery due to customer handling or negligence

Return Conditions

To be eligible for a return, your item must be in the exact condition you received it—this means unused, unopened, with all original tags and packaging intact. You must also be able to provide a valid order number or proof of purchase.

Items will not be accepted for return or exchange if they meet any of the following conditions, determined at our discretion upon inspection:

  • Original tags, labels, or packaging have been removed

  • The hair has been washed, dyed, bleached, cut, brushed, or otherwise altered

  • The lace has been cut, tinted, bleached, or tampered with in any way

  • Any visible signs of wear, use, or scent (e.g. styling product, fragrance)

Items returned in any of these conditions will not be refunded and will be returned to you at your cost.

How to Start a Return

To begin a return, please email us at [insert your official email, e.g., returns@nolahair.com] with your order number and details of your request. If your return is approved, we will send you detailed instructions on where to send your item.

Returns must be sent using a trackable service. We are not responsible for returns lost in transit.

Once we’ve received and inspected your item, we will confirm acceptance. Refunds will be issued within 14 working days to your original payment method. Exchanges will be dispatched upon successful return and confirmation of stock availability.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If you receive an item that is faulty, damaged, or incorrect, contact us within 30 days of delivery at [insert email] with a description and photos of the issue.

We will assess the problem and arrange a replacement, refund, or alternative solution. Please note, damage reported after 30 days or resulting from customer use will not be covered.

It is your responsibility to handle all Nola Hair products with care. We reserve the right to reject returns or exchanges for damage caused through misuse or improper handling.

Cancellations

Orders may be cancelled within 1 hour of placement, provided they have not yet been processed or shipped. After this time, orders are final and must go through the return process outlined above.

To cancel your order, please email or use our live chat on the website with your full name and order number. We will confirm cancellation if it falls within the allowed timeframe.

Custom or made-to-order items cannot be cancelled once production has begun.

Still Need Help?

If you have any questions about returns, exchanges, or cancellations, our customer service team is happy to assist you. Reach out to us on Instagram @nolahairr