UK Returns

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 return or exchange your Foxy Locks order, please use our quick and easy return portal to send the item back to us unopened within 30 days of receipt. Please ensure your return/exchange 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. 

Start Return

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.

Do I have to pay to for the return?

We strive to offer you the best prices and highest quality products, which is why we can't offer free returns due to our margins. We hope you understand.

For UK returns made through our portal, a fee of £3 will be deducted from your refund total. If you find that the product is faulty and need a refund, upon return, we will refund you in full. Alternatively, we can arrange a replacement or exchange, as per your preference.
Please note that original shipping fees are non-refundable.

How do I return an item?

Items can be returned within 30 days of receipt. Before returning or exchanging, 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 refunds/exchanges on hair products that have not been opened, worn or tampered with. All packaging must be returned with any return or exchange.

If your return 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 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 returned as long as they remain unworn, unused and in the same brand-new condition as sent!

Can I return for an exchange?

I have lost the return label or return/exchange 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 returns take to be processed?

Please allow approximately 1-3 working days for your return to be processed by our team. Once your return has been processed, you will be notified via email! Refunds can take approximately 7 working days to appear back into your account.

I think my item is faulty, what should I do?

Should you find a fault with your product within the first three 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 refund or exchange can be offered. We do not refund or exchange 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?

Yes. If you are returning your order 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.

Gift vouchers

Gift vouchers cannot be returned or exchanged for a card refund.
If returning for a refund and you claimed a free gift, you must return the gift or this will be deducted from your refund total.
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.