Shipping & Returns

Order cancellation policy

 

Any individual item purchased from our online store can be fully canceled and refunded within 24 hours of purchase. After 24 hours, cancellations and refunds will no longer be accepted.

 

 

Returns

​

Under the Consumer Contracts Regulations 2013, customers normally have the right to cancel an online purchase within 14 days of receiving the goods. However, this right does not apply to goods that are made to order or clearly personalised. As our wigs and hair bundles are individually crafted to each customer’s chosen specifications (including length, texture, colour, and style), they are considered custom-made products. For this reason, orders cannot be cancelled once production has begun, and we are unable to accept returns or issue refunds for these items unless they are faulty. This does not affect your statutory rights in relation to faulty or misdescribed products, and if you believe your item is defective, please contact us within 7 days of receipt so we can resolve the issue.

​

Due to the nature of our products, all sales are final and no refunds or exchanges are accepted. However, we may accept returns on items (excluding frontals, closures, and full lace wigs) that we feel do not meet our product quality standards. As this is discretionary, all products in question will be thoroughly checked once returned and must be sent back within 72 hours of receipt of order.

To be eligible for a return, the following criteria must be met:

• All original hang tags and plastic seals must be intact and uncut.

• Hair must be returned in its original state and packaging.

• Hair must not have been dyed, bleached, or tampered with in any way.

​

The return of any product will not be accepted if the item shows evidence of being opened, altered, or used. Customers are responsible for return postage costs, and proof of purchase must be provided along with the hair. We strongly advise using secure tracked delivery, as Capitaolondon will not be liable for lost parcels.

​

​

​

Exchange 

 

If you require an exchange, this may be considered within 72 hours of your purchase and is subject to inspection of the item.

For returns or exchanges, please contact us at info@capitaolondon.com with:

• Clear photos of the product

• Proof of purchase and order number

• Reason for return or exchange

• Any requested new bundle lengths (if applicable)

​

Once your item has been received and your request approved, please allow up to 10 days for the exchange to be processed.

​

PLEASE NOTE: Capitaolondon is not responsible for shipping fees. All returns or exchanges must be sent via secured tracking, as we cannot be held liable for lost parcels. Proof of purchase must be included with all returns.

​

Important:

• All sale items or purchases made with promotional codes are final sale and cannot be refunded or exchanged.

• Custom orders, including coloured wigs, custom length, density, style, size, or any other requested changes, are non-refundable.

​

​

​

​

Contact and Support

​​

For any questions regarding your order, email us at info@capitaolondon.com.
Please allow 24–72 hours for a response.​

​

Our customer service team is available Monday to Friday, from 9:00 AM to 6:00 PM (UK time). Please note that we are closed on weekends and public holidays.
For any inquiries, you can reach us at info@capitaolondon.com. ​

​

​

By placing an order with www.capitaolondon.co.uk, you confirm that you have read and agree to our policies.

​

​

​​​​

Last update 30.06.2025

​​​