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 - Once a label is created, if this is not dropped off at the post office within 7 working days the label will no longer be active.
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?
UK returns made through our portal cost £3, this charge will be deducted from your refund total. We do not operate a free return Service.
In the event that we find that the product is faulty, and you require a refund, you will be refunded in full including original outbound shipping. Or we will contact you as per your requirement to facilitate a replacement / exchange being sent with upgraded shipping. 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.
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 log into the Foxy Locks return portal to download your label!
A return/exchange is sent inside every package with your paper invoice. You can download this form here.
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 firstname.lastname@example.org, so we can assist you. Any fault brought to our attention after 3 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 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.