We do not accept returns and we do not issue refunds on hair. Hair is a hygiene product. Once a pack has been opened it cannot be resold, and we would never send opened hair on to another client. That is the whole reason for this policy.
An exchange means the hair crosses the world twice. That is slow for you and expensive for both of us, and it is almost always avoidable. Before you order, use one of these. They are all free.
We will exchange hair when all of the following are true.
If the void sticker is broken we cannot take the hair back under any circumstances. Please check the shade against your own hair in natural daylight before you break the seal.
Email hello@ouielle.com within 7 days of delivery and include:
We will confirm whether the exchange is approved and send you the return address. Please do not post anything back to us before you have that confirmation.
Return postage is arranged and paid by you. Once your hair reaches us we send the replacement out on expedited shipping at our cost. If the mistake was ours — the wrong item was sent, or it was damaged in transit — we cover the shipping in both directions.
If your order arrives damaged or is not what you ordered, email us as soon as you notice with photos of both the item and the outer packaging. We will put it right. This is not an exchange, so the 7 day window and the void sticker condition do not apply.
Tools, tape tabs, beads, thread, care and styling products each carry their own return and exchange terms. Ask us before you send anything back so we can tell you what applies.
Duties and import charges are set by your own country and are not included in what you pay us.
Email hello@ouielle.com or send us a message. We reply within 1–2 business days.
Common questions are answered below. If yours is not here, send us a message and a real person will reply within 1-2 business days.
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