Exchange and Refund Policy

REFUND

We understand that it is difficult buying online when you are unable to try selected item(s) for style or colour to suit your desired look. We accept returns on all eligible products (see below). A 25% restocking fee will apply for all returns. Postage and handling costs are on clients for all returns.

Eligible Refund

• Must be in perfect condition, factory standards, unaltered, unworn, undamaged, and with all tag(s) attached and in original packaging
• Must be Odor-Free (Any odors such as perfume, smoke e.t.c, on the product will render the product ineligible for exchange)
• A restocking fee of 25% applies to ALL returned items

Ineligible Refund

• Items not eligible for refund: customized pieces, item tried on or worn on, items with smell e.g. Perfume, smoke e.t.c, wholesale orders, accessories, care products, discountinued and sale items.
• Starwigs has the rights whether items have been misused or treated in any way.

HOW TO REQUEST REFUND

• Customers must notify the problem and desire to refund by e-mailing to starwigs.au@hotmail.com. Explanation and clear corresponding photographs are needed to tell us the reason for return. Requests for refund must be made within 3 business days once the product has been received by postage.
• Refunds must be clearly pre–authorised by Starwigs. Please do NOT directly send back the items right after sending the request for return e-mail. Items returned without Starwigs permission will incur a 50% unauthorised product fee. However the goods must be returned as per the eligible refund clause stated above OR you can opt to have the item sent back to you, and the reshipping fees will be charged
• Items must be returned within 24 hours from the time you receive Starwigs’ written confirmation of approval for refund.
• Items must be sent back via trackable method, we take no responsibility for lost items.
• Once the eligible refundable items are received &inspected (usually within 2 business days of receipt), your refund will be processed and automatically applied to your original payment method. Please note that, depending on your credit card company, it may require an additional 2-10 business days for your credit to post to your account.

EXCHANGE

• No restocking fee
• Any balance remaining after your exchange will be transferred into shop credit or voucher
• Please note shipping charges will apply to your new order.
• Items must be sent back via trackable method, we take no responsibility for lost items.

Eligible Exchange

• Must be in perfect condition, factory standards, unaltered, unworn, undamaged, and with tag(s) attached and in original packaging. You must not destroy or lose any packaging.

• Items that do not meet these criteria will be charged a 50% fee OR you can opt to have the items sent back, and the reshipping fees will be charged.

Ineligible Exchange

• Items not eligible for exchange: custom design pieces, items tried on or worn on, items with smells e.g. Perfume, smoke e.t.c, wholesale orders, costume wigs, accessories, care products, discountinued items & sale items.

HOW TO REQUEST EXCHANGE

• Customers must notify the problem and desire to exchange by e-mailing to starwigs.au@hotmail.com. Requests for exchange must be made within 3 business days once the product has been received by postage. Exchange must be clearly pre-authorised by Starwigs. Please do NOT directly send back the items right after sending the request for exchange e-mail.
• Items returned without permission will incur a 50% unauthorised product fee OR you can opt to have the items sent back, and the reshipping fees will be charged.
• Items must be returned within 24 hours from the time you receive Starwigs’written confirmation of approval for exchange.
• Items must be sent back via trackable method, we take no responsibility for lost items.

**Exchange and Return Policy applys to Online Shopping only considering the difficulty of unable to try selected item(s) for style or colour. Different policy applies for in-store purchase.