Processing period varies depending on product. Generally,
READY TO SHIP ITEMS: Dispatches within 1-2 working days.
NATURAL BLACK UNITS / DARK COLOUR PIECES: dispatches within 7 working days
LIGHT COLOURS, BLONDES, COLOURED PIECES: dispatch within 7-14 working days.
WIG BOX: Ships on the 22nd of each month
Please note: The processing timeline must be considered when calculating the time you are likely to receive your item. For example, a ready to ship item dispatched between 1-2 working days, plus shipping period, you will get the item between 3-5 working days.
We are not responsible for international delivery delays due to custom clearance and other unexpected events. Please allow enough time for your order.
WHAT IS YOUR DELIVERY PERIOD
FREE UK DELIVERY OVER £100 (1-3 working day delivery ; excludes product processing time)
United States $11.95 (1-3 working days; excludes product processing time).
For other countries, please see below details of shipping per country:
HERMES OR DPD
1-3 Business Days
1- 5 Business Days
3-20 Business Days*
**PLEASE NOTE SHIPPING PERIODS SPECIFIED ABOVE APPLIES AFTER WE HAVE SENT YOU A TRACKING NUMBER.
Please check product description for specific delivery periods.
To be notified about your delivery, please include your mobile number and email address at checkout.
Please note: Order processing may take slightly longer than specified during busy sale periods.
We ship international deliveries using DHL or local courier depending on the service priority selected.
Unfortunately, we are unable to ship to PO Box addresses in Australia or USA.
WILL I BE REQUIRED TO PAY CUSTOM CHARGES
Customs and import duties may be added to international orders. Zeeelle is not responsible for paying these charges. Customs and import duties must be paid by the person receiving the parcel.
These charges vary from country to country and Zeeelle is unable to recommend at checkout what these charges may be. If you will like a rough estimate of these charges, Zeeelle advises you contact your local custom office.
Please note: If your parcel is returned to us or refused, the cost of return shipping will be subtracted from the refund amount.
HOW DO I LOCATE MY ORDER
You will be updated with a tracking number via email once your order has shipped. Within 24-48 hours of your order being shipped, you should be able to check the progress.
CAN MY ORDER DELIVERY ADDRESS BE CHANGED
Once the order has been placed, we cannot amend the delivery address.
I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO
Zeeelle wigs takes 7-28* days to build (unless ready to ship items) and 1-10* days for delivery, depending on delivery country. Please remember to include the build time as specified on product page to your expected delivery date.
If your order is not received within specified time, please email customer service at [email protected].
* Please check product description for specific build and ship time.
WE ARE NOT RESPONSIBLE FOR STOLEN PACKAGES!
WHAT IS YOUR RETURNS POLICY
We follow strict quality control process to ensure you get the best handmade wig. We are happy to offer a 72 hour refund or exchange on items marked as returns accepted. All returned item must be unused.
For the purpose of hygiene, we request that you wear a wig cap in all cases when trying on a purchased wig. Any item that has been altered chemically or physically no longer qualifies for an exchange or refund. This includes but is not limited to:
- The wig must have its tag.
- The wig must not be coloured, styled, bleached, washed, brushed or combed.
- The wig must not have been worn. The lace in front of wig must not be cut. The wig must not be in contact with any food smells, smoke, hair spray or perfume.
Refund will be made to original method of payment.
Our customer service team must approve all returns before they are sent back. For exchanges and returns, please email us [email protected] within 72 hours of receiving your parcel.
Please note: We are not able to offer free returns for international orders.
Please note we are unable to refund shipping charges including shipping charges of refused deliveries. These charges will be deducted from your refund.
The value of refund for International non-GBP (£) will be based on the exchange rate at the date of refund.
Please remember to include your name and order number in your returned parcel.
INTERNATIONAL CUSTOMER RETURNS
Non-UK customers can return unsuitable items using their local courier.
Please note, you will need to cover the postage cost as we do not offer free returns. We advise you send your return using a traceable service.
Zeeelle will not accept any liability for a lost untracked parcel. Please keep your proof of postage.
Once we received your returned item, we will send an email confirming receipt. A refund will be processed within 7-14 working days. It may take up to 10 working days for refunds to appear in your account depending on your card issuer or bank.
If you are sending back unwanted item, please complete a 'Customs Declaration' form CN22 label. Items must be marked as 'RETURNED GOODS'. Failure to mark parcel properly may lead to custom charges. This custom charges will be deducted from your refund.
HOW LONG WILL IT TAKE TO GET MY REFUND AFTER I RETURN
We process all refunds within 7-14 working days of receiving returned items. This may take longer during busy periods. An email confirmation will be sent confirming we received the returned item and we are processing your refunds.
Please note: refunds may take up to 10 working days to clear depending on your card issuer or bank.
MY SHIPPING COST HAS NOT BEEN REFUNDED, WHY
Shipping cost is only refunded if there is an error with your order or your purchased item was faulty. We will not refund the cost of shipping the item to you in other cases.
HOW DOES PAY AFTER DELIVERY WORK
Pay after delivery is provided by Klarna. You will only see the option if you are eligible. To check, please select the debit/credit card option during checkout, add your details.
If you are not eligible for pay after delivery, you can try the Paypal credit option. To apply for Paypal Credit, click here
PAY BY INSTALMENTS
We offer pay by instalments via credit card only. You can select the "3 instalments via credit card" option during checkout to pay via instalments.
CHANGES TO ORDER
We strive to process items as quickly as possible. As a result of this, orders cannot be changed once they have been shipped out. Changes can only be made 1-2 days during processing times.
WRONG ADDRESS DISCLAIMER
It is the buyer’s responsibility to include the correct address and country while placing an order. Please ensure you add the correct address as this may delay the order or result in the order not being delivered.
If you believe you added a wrong address or country, please contact us at [email protected] as soon as your order is placed to change address. We will do our best to change it, however, we cannot guarantee we will be able to do so.
You will not be reimbursed shipping fees due to incorrect addresses.
DELIVERED BUT NOT DELIVERED
We send you tracking numbers immediately items are dispatched. If you track the parcel and see it is delivered but haven’t received it, please contact the courier directly. We are not responsible for refunding orders where the tracking number shows it has been delivered to the order address.