FAQ

Belgium: Free shipping via Bpost (with tracking) EU / USA / UK: € 50 via DHL Express – signature required (with tracking) Rest of the World: € 75 via DHL Express – signature required (with tracking) If you decide to return your order, please note that shipping costs (both directions) are non-refundable. ❗Important information for clients from outside the EU: All prices on the website are in euros and include 21% EU VAT. However, if you live outside the European Union, this VAT does not apply to you. 💡 At checkout, use code NONEU to automatically remove the VAT. 👉 This code is only valid for customers living outside the EU. If used from within the EU, your order will be cancelled and refunded (minus any transaction fees). Hair by V does not charge EU VAT on orders shipped outside the European Union. However, your country may apply its own import taxes, customs duties, or handling fees when your order arrives. These costs are not included in our prices and are the sole responsibility of the buyer. You may need to pay these charges upon delivery. If you refuse to pay or accept the parcel, the courier will return it to Hair by V. In that case, any return shipping and handling fees will be deducted from your refund. Please note: Import taxes and customs fees are non-refundable, even in the case of returns or exchanges.

Orders for in-stock items are dispatched within 1-3 business days after payment confirmation. For items requiring additional color customization, please allow 1-3 weeks for fulfillment. For international orders, delivery is typically within 1-5 business days. Tracking information will be provided. Hair by V is not responsible for delays due to customs or courier issues.

Custom & pre-order pieces typically take 6–20 weeks. As each piece involves detailed, manual work and production depends on multiple factors like materials, color, and current workload, timelines can vary. Some orders are completed sooner, others take longer — especially hand-tied pieces and silk top lace front wigs, which require more time due to their detailed construction. I prefer to be transparent and communicate a realistic maximum timeframe rather than promise something I can’t guarantee. Production times may be longer during high-demand periods. Every custom or pre-order begins with a consultation or direct communication with Hair by V to ensure all details are clear before production starts. Payment must be made in full before production begins. Once the order is confirmed, no changes can be made, and the order becomes non-refundable. Hair by V personally monitors and follows up on production daily, and you will be informed once your piece is ready for shipping. Hair by V encourages all customers to carefully review product details before placing a custom order. By confirming the order, the customer acknowledges and agrees to these terms and conditions.

Hair by V is an online-based brand focused on wigs and toppers, not a traditional salon. The standard way of working is through the website. Most clients order directly and try their piece at home. This allows you to see the color, fit and overall look in your own lighting, take your time, and try everything in a calm and private setting. Stock pieces can be returned according to the return policy (shipping costs are non-refundable). If you are interested in a specific color, you can type the name in the search bar to view all available photos and videos. In-person consultations are not the standard way of working and are only offered in very limited cases. A small number of appointments are reserved each month for clients experiencing medical hair loss (such as chemotherapy or alopecia). Most clients find their perfect match this way.

If you decide to return your order, please note that shipping costs (both directions) are non-refundable. Custom orders, pre-orders & sale items, including wigs and toppers that have been cut or colored, are non-refundable and non-exchangeable. If you have requested to cut the lace of a wig, this is also considered a custom order, as well as a custom cut and color. Shipping costs, credit card charges, potential import duties and any other fees are non-refundable. A customer is liable to carefully read the product information and mandatory declare they have read these Terms and Conditions prior to making an order. Your selection and confirmation of any order placed indicates your acceptance of our Terms and Conditions. Stock / ready to ship pieces Customers have the right to withdraw from a stock order within 14 calendar days after receiving the item. The return shipping costs are the responsibility of the customer. Refunds are processed within 10 working days after Hair by V receives and inspects the item. In cases where the product is found to be depreciated due to the customer’s handling, Hair by V reserves the right to issue only a partial refund. Return Procedure To return an item, the customer must contact us at info@hairbyv.shop (mailto:info@hairbyv.shop)within 7 working days of receiving the item. Once approved, the return must be completed within 14 days, including providing tracking information to Hair by V. It is your responsibility to ensure the safe delivery of the item and ensure the item is returned in its original condition and has not been altered. Hair by V will provide you with a return shipping label to attach to your package for shipping with DHL Express and will deduct the cost of shipping from your refund amount. For returns within Belgium, the customer is responsible for the return. Hair by V only accepts your return/exchange/store credit if: • It is in new condition, has all original tags, not been worn, used or damaged. You must ensure the item has not been altered in any way i.e. lace cutting. • Is not soiled by fake tan, makeup or hair products. This means no washing, no dyeing, using heat tools, removing the clips or wear. When trying on the piece, please ensure your own hair/head is clean and does not contain any product or hair fibers, sprays, powders or similar. Please brush the topper or wig and ensure all the combs & clips are closed before shipping the product back. The product should be free of any odors (smoke, pets, perfumes, etc). • Is posted back within 14 days of receipt. If you fail to comply with these terms and conditions, you will not be entitled to a refund/exchange/store credit. Any returns that are worn, soiled or damaged will not be accepted and may be returned to you. • Once we have received your return, you will receive an email notification. • Processing of the return usually takes 10-14 working days. • Refunds will be made immediately after processing and should show in your account within 10 days, depending on your bank’s timescales. All returned items will be carefully examined. The basic principle here is that the consumer may only inspect the item as he would be allowed to do in a shop. Returned items may be tried on, but may not have been used. If an item has been depreciated by the use of the customer, this will be charged to the customer. In accordance with the relevant provisions of the Code of Economic Law, the Customer cannot exercise the right of withdrawal for the delivery of sealed goods that are not suitable to be returned for reasons of health protection or hygiene and whose seal has been broken after delivery. No returns/refunds are possible for: • Items on sale. • Wigs/toppers where the lace/lace is cut. • Personalized/customized/custom orders/pre-orders/cut pieces, as these pieces are specially made to the buyer's liking. Should the package get lost on the way back to us, it is up to the buyer to contact the courier service to arrange compensation. Hair by V is not responsible for packages that are lost during return. Hair by V can ask for a 10% restock fee which will be deducted from the buyers' refund to cover the credit card transaction fee (these fees are non-refundable when processing a return to the customer) washing, restyling and relisting the piece for sale on the website. In order to exercise the right of withdrawal, the customer must inform Hair by V, info@hairbyv.shop (mailto:info@hairbyv.shop)of its decision to withdraw from the contract by means of an unambiguous statement (e.g. in writing by post or e-mail). The customer may use the model withdrawal form for this purpose, but is not obliged to do so. The customer may also complete the model withdrawal form or other clearly worded declaration electronically and send it via the website https://economie.fgov.be/nl/themas/consumentenbescherming/opkomen-voor-uw-rechten/uw-aankopen/een-aankoop-annuleren/wanneer-hebt-u-een-wettelijk/uw-herroepingsrecht-uitoefenen(https://economie.fgov.be/nl/themas/consumentenbescherming/opkomen-voor-uw-rechten/uw-aankopen/een-aankoop-annuleren/wanneer-hebt-u-een-wettelijk/uw-herroepingsrecht-uitoefenen) If the customer makes use of this option, we will immediately send the Customer an acknowledgement of receipt of his revocation on a durable medium (e.g. by e-mail). Hair by V will reimburse the customer using the same means of payment as the Customer used to carry out the original transaction, unless the customer has expressly agreed otherwise; in any case, the customer will not be charged any costs for such reimbursement. The customer may not exercise the right of withdrawal for: • the delivery of goods manufactured to the customer's specifications, or clearly intended for a specific person: custom orders/pre-orders/custom goods • the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery; • the delivery of goods which, by their nature, are irrevocably mixed with other products after delivery. Should you have any questions, please don’t hesitate to send an email to info@hairbyv.shop(mailto:info@hairbyv.shop)

You can select your preferred payment method at checkout. Payment is made electronically and in EURO (€). You can pay with: Visa / Mastercard / American Express / Union Pay / Jcb / Diners Club / Discover / Electron / Maestro / Apple Pay / PayPal / Bancontact / iDeal & Klarna

Yes, within 14 days (EU law). Notify within 7 days and ship back within 14. Only stock items in their original condition (lace uncut, unworn, unwashed) can be returned. • Within Belgium: you arrange your own return shipment (e.g. via Bpost or courier of your choice). • Outside Belgium: please notify me, I will create a DHL Express return label and send it to you. 👉 There is no restocking fee. However, the actual shipping costs (outbound + return) will be deducted from your refund. Please note: pre-orders, custom and sale items are final sale and non-returnable.

Because I don’t charge a restock fee. I only deduct the actual DHL/courier costs (outbound + return).

- Topper: best for diffuse/early hair loss, your own hair remains visible. - Wig: full coverage, maximum ease and colour control.

Yes, order a stock piece. You may try it at home with lace intact. If it’s not right, follow the return policy. (Cut lace = final sale.)

Not in stock? Then you’ll see the estimated production time on the product page. Please read the return policy carefully: pre-orders are non-returnable.

No, Hair by V does not have a physical shop. I do offer consultations on select days, which you can book online through the website.

Before you order any wig or topper (anywhere), do yourself a favor and research first. Please take the time to understand what you’re buying and what to realistically expect: • Different cap constructions (lace top, silk top, lace front, hand-tied, etc.) -> check the pictures and info in the comparison pages on the website • Hair grades and how they impact look & feel • Longevity per construction: not every cap is meant to survive the same wear schedule. Different budget options are added on request, have realistic expectations • Bleached knots: pros & cons (especially the trade-off between “invisible” vs weaker / less durable) invisible vs durable. The effect on lifespan and shedding. • Care instructions: they’re not “optional reading”, they’re the difference between months and years All of this is clearly explained on the Hair by V website, including detailed comparisons and care guidance, so please read it thoroughly before ordering.