Refund policy
Last updated 8 Oct 2026
If something is not right, tell us before you change it.
Wigs are personal and we want the process to feel clear. Please read this page before removing any return seal, cutting lace, wearing, washing, styling or altering your piece.
This policy applies to all orders placed with She Is Wearing It, a trading name of NJB Consultancy, Haarlem, the Netherlands (KVK 94874050). It does not affect your statutory rights as a consumer.
Cancel an order
If your order is eligible, you can cancel within 14 days of the day you receive it. You do not need to give a reason.
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Tell us within 14 days of delivery, using the Cancel an Order function on the website or the Model Withdrawal Form at the end of this page.
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Wait for our return instructions (see Before returning a wig).
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Send the wig back within 14 days of telling us.
What can be returned
Ready-to-Ship standard pieces
Standard, non-personalised Ready-to-Ship pieces can be returned for a change of mind within the 14 day period, when the condition requirements below are met.
Made-to-Order and personalised pieces
Where a piece is made to your selected measurements or personalised to an approved specification, the statutory right to cancel does not apply. We will always tell you clearly before you pay if this applies to your order. You can cancel free of charge until we confirm your piece has gone into production.
Pre-cut lace, styling and alterations
Choosing pre-cut lace, a custom cut, colour adjustment, added or removed hardware or any other personal service means the piece cannot be returned for a change of mind.
Before returning a wig
Contact SIW and wait for return instructions. Do not send a parcel to an address that has not been confirmed for your return.
You may inspect your wig as you would in a shop, to check its colour, texture and construction. Unless the law requires otherwise, a change-of-mind return must be:
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In its original condition
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Unworn, other than the level of inspection legally permitted
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Unwashed and unstyled
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Free from odour, make-up, adhesive, product and damage
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With lace uncut
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With original tags, specification card, original SIW packaging and all included items
Return delivery, inspection and refund
Return address: 59 Nagtzamstraat, 2032 TD Haarlem, Netherlands
Return delivery. The cost of returning a change-of-mind order is paid by you. Please use a tracked and insured service. You are responsible for the parcel until it reaches us, and we cannot refund a return that does not arrive.
Inspection. When your wig arrives, we check it against the condition requirements above. If it has been worn beyond inspection, washed, styled, cut, damaged or returned incomplete, we may reduce your refund to reflect the loss in value. Where the wig can no longer be sold, this may be up to the full price. We will explain any reduction to you in writing.
Refund. We will wait to refund you until the wig is back with us and we have checked that it is in its original condition. Refunds are made within 14 days of your cancellation, using the same payment method you paid with.
Your refund includes the original standard shipping cost when you return your whole order. If you chose a faster delivery option, we refund the standard rate only. Return shipping costs are not refunded.
Exchanges. We do not offer direct exchanges. Return the original piece as above and place a new order.
Faults
Every SIW wig is covered by your legal right to a product that is as described and fit for normal use. If you believe an item is faulty, damaged or not what you ordered, email natalie@sheiswearingit.com as soon as you notice, with:
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Your full name
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Order number
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A clear description of the issue
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Photographs in natural light
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A short video where movement or fit is relevant
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The date the issue was first noticed
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How the wig has been worn, washed, stored or altered
Do not continue wearing, washing or altering a possibly faulty product if doing so could make the issue worse.
Normal wear can include
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Gradual lace softening or fraying
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Some shedding during wear, brushing and washing
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Colour warming or fading through sun, washing, heat or hard water
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Dryness where hair needs more moisture
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Nape tangling from friction
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Reduced wave definition after washing
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Stretch or wear to elastic and adjustable straps over time
Damage from heat, chemical processing, colouring or care that does not follow our care guide is also not a fault.
Contact us for assessment if you notice
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Sudden or unusually heavy shedding
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A seam, strap or ear tab failing unusually early
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A material difference from the written order specification
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Damage present on arrival
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A problem that prevents normal use despite following the care guide
Assessment process
We may ask for photographs, video, your care routine and for the product to be returned for inspection. Where a return is needed for a suspected fault, we arrange it at our cost. The outcome may include advice, repair, replacement, price reduction or refund, depending on the issue and your legal rights.
Contact
She Is Wearing It, NJB Consultancy Netherlands Email: natalie@sheiswearingit.com Phone: +31 627555795 KVK: 94874050
If we cannot resolve a complaint together, you can contact the Geschillencommissie or use the EU dispute resolution platform.
