FREE SHIPPING AUSTRALIA orders over $150
Returns & Refund Policy
Online Purchases
We understand online purchases can be tricky when it comes to colour, style, and fit. While we take pride in quality and hygiene, we also comply with your rights under Australian Consumer Law.
- Return requests must be made within 14 days of receiving your order.
- All returns must be pre-approved by the Creative Wigs team. Items sent back without approval may be refused and additional charges may apply for their return.
- Returned items must be in original condition and packaging — unworn, unwashed, and with all original tags and labels attached.
- A 10% processing fee may apply to all approved returns and exchanges. This covers handling, payment processing, and external charges and will be deducted from the refund.
- Shipping costs are non-refundable, and return postage is the customer’s responsibility unless the item is deemed faulty.
Non-returnable items include: Hair care products, Accessories, Styling items, Eyelashes and headwear, Items marked as Clearance or Final Sale (unless the item is defective)
In-Store Purchases
All in-store sales are final.
Because we offer personalised service, fittings, and styling guidance in-store, we expect customers to make a fully informed decision at the time of purchase. Therefore:
Returns or exchanges for in-store purchases will not be accepted, except where the item is found to be faulty or defective under Australian Consumer Law.
Your Consumer Rights (ACCC Compliant)
Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund if a product:
*Is faulty or defective,
*Is significantly different from its description or sample,
*Is unfit for its intended purpose, or
*Is unsafe.
This policy does not exclude or replace any of your rights under consumer law.
If you believe your product meets any of the criteria above, please contact us at info@creativewigs.com.au within 1–2 business days of receiving your parcel so we can assess your request and provide next steps.
To check your order status or access your account, please [log in here]
International Returns Policy
At Creative Wigs, we want you to be completely satisfied with your purchase. Our international customers are subject to the same returns policy as our Australian customers.
Returns and Exchanges
All international returns and exchanges must meet the same eligibility requirements, conditions and timeframes outlined in our Australian Returns Policy.
Return Shipping Costs
International customers are responsible for all return shipping costs, including any applicable customs duties, taxes or additional charges, unless the item is faulty or otherwise required by applicable consumer law.
We recommend using a tracked shipping service, as Creative Wigs cannot be held responsible for parcels lost or damaged during return transit.
Refunds
Approved refunds will be processed to the original payment method in Australian Dollars (AUD). Exchange rate fluctuations and international bank fees may affect the final amount received.
Faulty or Incorrect Items
If you receive a faulty, damaged or incorrect item, please contact our customer service team before returning your order. We will assess the issue and arrange an appropriate resolution in accordance with applicable consumer protection laws.
Contact Us
For further information about international returns, please contact us at info@creativewigs.com.au.
For full details on return eligibility, conditions and exclusions, please refer to our Australian Returns Policy.
Cancellations
If an order is cancelled before dispatch and the item has been specially ordered in, a fee of 5–10% may apply to cover external processing and supplier charges.
Promotion Policies
- Promotions are valid for online purchases only, unless otherwise stated.
- Discounts and promotional offers cannot be combined with other sales or special offers.
Clearance Items
Items marked as Clearance (including showroom stock) are final sale and are not eligible for return, unless the item is found to be faulty or defective, in line with Australian Consumer Law.
