This service is only for UK orders, if you have ordered internationally please see our international returns page, found here.
If for any reason you need to exchange or return your Foxy Locks order, please use our quick and easy return portal to send the item back to us unopened within 14 days of receipt. Please ensure your exchange/return form is sent inside of the package and all details completed, so our team can process this as quickly as possible upon arrival!
Please note if you choose a 'free shipping' option, a fee will be deducted to cover original shipping costs. Return labels cost £3.
Any product that has been altered, cut, dyed or toned voids any chance of return (this also includes items being returned for further investigation). If your return does not comply with our policy and is unable to be accepted, this will be refused, and a small shipping fee is required in order for us to send the item back.
Can I return for an exchange?
Yes, we will happily exchange your product if the length or colour is not suitable! Please complete the exchange/return form to let our team know the new item you require by stating the new item under the section 'Product Required.". When returning for an exchange, we will send the first new item back to you free of any postage charge. If you have used a return shipping label from our portal, our team will contact you to collect payment of £3 before your new item can be sent. Foxy Locks reserves the right to charge return fees to anyone found abusing the system.
How do I return an item?
Items can be returned for an exchange or refund within 14 days of receipt. Before exchanging or returning, please make sure the security seal has not been removed or damaged, and that the tester piece of hair (this applies to clip in sets) is returned in its original state.
Please click on the 'Start Return' button displayed at the top of the page to choose a return option. You can choose from printing your label at home, a QR code or a collection from your home (no printer required).
Due to hygiene reasons, we only offer exchanges/refunds on hair products that have not been opened, worn or tampered with. All packaging must be returned with any exchange or return.
If your returned item does not comply with our return criteria, this will be refused and return shipping must be paid for us to send the item back.
If I have ordered Tape Ins, a Ponytail or Volumizer can I still exchange or return?
Our Tape In, Volumizer and Ponytail boxes will not be sealed shut with a hygiene seal like our clip ins. We understand that you may need to open the box to check the colour, length, and quality etc… These items can be exchanged or returned as long as they remain unworn, unused and in the same brand-new condition as sent!
Do I have to pay for the return?
We strive to offer you the best prices and highest quality products, which is why we can't offer free exchanges & returns due to our margins. We hope you understand.
For UK exchanges & returns made through our portal, a fee of £3 will be deducted from your refund total or collected before your exchange is processed. If you find that the product is faulty and require a replacement or refund, upon return, we will arrange a replacement free of charge or refund you in full.
Please note that original shipping fees are non-refundable.
I have lost the return label or exchange/return form, where can I find a new one?
Please contact our customer care team at help@foxylocks.com & they will be able to assist you further!
How long do exchanges & returns take to be processed?
Please allow approximately 1-3 working days from receipt for your exchange/refund to be processed by our team. Once your exchange or return has been processed, you will be notified via email! Please note, refunds can take approximately 7 working days to appear back into your account from the day of processing.
I think my item is faulty, what should I do?
Should you find a fault with your product within the first five months of receipt, please contact us at help@foxylocks.com, so we can assist you. Any fault brought to our attention after 5 months of the day of receipt falls outside of our return for investigation period, so this is unable to be accepted. In this case, our team will provide further advice on how to resolve the issues you are experiencing.
Please note that we will require the faulty item to be returned to us before any replacement or refund can be offered. We do not replace or refund without the product being returned for investigation. The complete set must be returned to us before we can begin an investigation.
I have claimed a free gift, do I need to return this?
If you are opting for an exchange, you do not need to return the gift subject to terms & conditions.
If you are returning your order for a refund, you will need to return the free gift unopened and unused. If the free gift is not included in the return the value of this item will be deducted from your refund total.
Gift vouchers
Gift vouchers cannot be returned for a card refund.
All returned items that were paid for with a gift card will be refunded as store credit for you to use against a future purchase.