We want you to feel confident ordering from Roen London. Choosing a wig online is a personal decision, so we've made our returns process as straightforward as possible.
Your 14-day return window
If you change your mind about your purchase, please let us know within 14 days of receiving your wig.
Once you've contacted us, you'll have a further 14 days to send the wig back to us. You don't need to give a reason for your return.
Please contact us at info@roenlondon.co.uk to request a return, and we'll send you the return instructions.
Before you wear your wig
Every Roen wig arrives with a tamper-evident hygiene seal attached.
We ask you to keep the seal attached while you inspect your wig and decide whether it's right for you. The tag is designed to make it difficult to wear the wig while it remains attached.
Please don't remove or break the seal if you think you may want to return your wig.
We use the seal for hygiene reasons and because returned wigs need to be in a condition that allows us to offer them for sale again.
You are very welcome to take your wig out of its packaging and inspect it. We simply ask that you don't wear, wash, cut, style or otherwise alter it if you may wish to return it.
If you decide to return your wig
For a change-of-mind return, we ask that your wig is:
- unworn
- unwashed
- uncut
- unstyled
- unaltered
- returned with the original tags attached
- returned in its original packaging
- accompanied by all complimentary materials supplied with your order
Why?
We want to be able to give another customer the same experience you had when your Roen wig arrived: a brand-new, hygienically packaged wig.
If a wig has been handled beyond what is reasonably necessary to inspect it, its value may be reduced and this may be taken into account when processing your refund.
Return postage
For change-of-mind returns, the cost of returning the wig to us is the customer's responsibility.
Standard Royal Mail 48 delivery is complimentary with every Roen London order, so there is no original delivery charge to refund.
If you choose a paid delivery upgrade, we'll refund the cost of our standard delivery service rather than the additional upgrade cost.
Your refund
Once your returned wig has arrived with us, we'll check that it's in suitable condition and process your refund.
Refunds are made to the original payment method and processed within the required timeframe.
If something isn't right
If your wig arrives faulty, damaged or isn't the wig you ordered, please contact us as soon as possible.
If you can, send us a few photographs showing the issue. This helps us understand what has happened and resolve things quickly.
Please don't send a faulty wig back before contacting us — we'll let you know what to do and, where the issue is our responsibility, we'll cover the reasonable return cost.
Colour confidence
We're particularly conscious that choosing a wig colour online can feel like a big decision.
Before ordering, we'd recommend trying Find Your Roen Colours, our colour-matching guide, to help you explore the shades that are most likely to complement your natural colouring.
Your result is a starting point, not a rule. The best colour is always the one you feel most yourself in.
If you're still unsure, please contact us before ordering. We're very happy to help.
Exchanges
We don't offer direct exchanges.
If you'd prefer a different style or colour, simply return your original wig in accordance with our returns process and place a new order for the one you'd prefer.
