SHIPPING & RETURNS
All items are sent from the UK via Hermes Signed and Tracked delivery service. A signature will be required upon receipt. We will only ship to the delivery address provided on the order so please ensure this is correct. Unfortunately, we won’t be able to accept changes to an address via phone or email after the order has been placed. The order would need to be fully refunded and placed again using the correct address.
The buyer will receive a tracking number upon dispatch which can be entered into the Hermes website to track the journey of the parcel.
Estimated Delivery Times:
UK address (Free) - 2-3 working days
HERMES 3-7 working days - worldwide - delivery charge will be calculated at check out depending on the destination
HERMES do not deliver to P.O Box addresses.
Regretfully, due to strict laws regarding the import of Human Hair in these countries, we are unable to ship to Spain and Italy.
Please note that Crystal Tresses is not responsible for delays caused by a specific country’s postal and/or customs system.
Taxes & Duties
International customers (outside of the UK) are responsible for paying inbound duties, taxes, and any other fees, which the local customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Crystal Tresses so is not responsible for refunding them to you.
We ship international packages HERMES (duties and taxes unpaid) meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise of the correct amount owed we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package arriving from outside your country of residence.
If this is your first time purchasing wigs or toppers, bear in mind that your piece needs a little time and personalization to get used to. I hope you love it ! But if the piece isn't for you don't worry! Just get in touch within 14 days of receiving your purchase .
Custom orders are non refundable as the piece has been created specifically for you (unless faulty). If we are unable to repair the piece, a refund will be given.
Alternatively you can return the piece, minus a 10% restock fee (the restock fee covers card processing fees, Paypal fees, website sales charges etc.)
The piece is subject to inspection upon return, do not wash , cut, heat style, dye, or remove/ move any clips or combs or alter the piece in any way, doing any of the above will prohibit you from receiving a refund and the piece will be shipped back at your expense. Please ensure that your hair is clean and free of products when trying on any toppers or wigs.
The box and all other components must be returned with the piece in its original condition.
We only refund delivery costs within the UK, the maximum refund for delivery costs being the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within [3-5] days at one cost but you choose to have the product delivered within 24 hours at a higher cost (Fast-Track), then we will only refund what you would have paid for the cheaper delivery option.
Please email email@example.com for our returns address. Please include your full name, order number, order date, email address and the reason for the return. Returns will be processed within 3 working days of receipt. Please allow a further 7 working days for the funds to be returned to your bank account.
Crystal Tresses use a P.O.Box address to receive returns. Courier services will not deliver to this address so please ensure you use a postal service which links to Royal Mail. If you are unsure please speak with your local post office in your country for further assistance.
Please ensure you complete the customs form correctly (if outside of the UK) to reflect that the contents of the package are a customer return with no sale value. Crystal Tresses is entitled to recover from you any charge resulting from failure to complete the form correctly nor is it liable if the package is automatically returned to you by the postal service before reaching us.