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WORLDWIDE SHIPPING | DHL EXPRESS

TERMS & CONDITIONS

Last updated: September 2026
 

At checkout, the customer is asked to agree to these Terms & Conditions. Acceptance is required to complete the purchase. These Terms govern, among other things, orders, pricing, delivery, pre-orders, custom orders, returns, refunds and statutory conformity rights.
 

ARTICLE 1 - GENERAL PROVISIONS
The online store of Hair by V, established at Nieuwe Kuilenweg 15/11, 3600 Genk, Belgium, VAT BE 1004005230 (hereinafter “Hair by V”), enables customers to purchase products online.

These Terms & Conditions apply to all products offered by Hair by V and govern the contractual relationship between Hair by V and its customers.

By placing an order, the customer accepts these Terms, to the exclusion of any other terms, unless expressly agreed otherwise in writing.

Hair by V may amend these Terms from time to time. The version applicable to an order is always the version in force and accepted by the customer at the time the order is placed.

These Terms and the commercial policies of Hair by V apply to all customers, regardless of the country of destination. If and only to the extent that a provision conflicts with mandatory law applicable to a specific customer or order, that mandatory law shall prevail over the relevant provision. All remaining provisions shall continue to apply in full.
 

ARTICLE 2 - PRODUCTS, OFFER AND NATURAL VARIATIONS
Hair by V primarily operates as an online business and does not have a freely accessible physical store holding its full inventory. Purchases are made on the basis of the product information available on the website, where applicable supplemented by advice or communication from Hair by V, and the customer’s own assessment.

Hair by V offers wigs, toppers and other hair pieces made from genuine human hair. The main characteristics are described as accurately as possible, including construction, size, length, colour, density and hair type.

Human hair is a natural material and each hair piece is individually made. As a result, limited variations may occur in colour, tone, texture, density, hair distribution and overall appearance. The same colour or model may also vary slightly between production batches.

Colours may also appear different depending on lighting, surroundings, photography, screen settings and the device used. Product photos and videos are prepared with care to provide the most realistic impression possible, but Hair by V cannot guarantee that every shade will appear exactly the same on every screen.

Limited natural variations or minor colour differences do not, in themselves, constitute a lack of conformity. This does not affect the customer’s statutory rights where the product delivered materially differs from the agreed product description.

The customer acknowledges that fit, appearance and the final result also depend on personal factors, including head circumference, biological hair, placement, styling, maintenance and the care products used.

Offers are valid while stocks last and may be amended or withdrawn. If, after an order has been placed, a product is found to be unavailable, Hair by V will inform the customer as soon as possible and, where necessary, offer an appropriate solution or refund.

Hair by V makes reasonable efforts to keep product information and prices accurate and up to date. Obvious mistakes, typographical errors or manifest errors are not binding on Hair by V. Customers who have questions before purchasing about size, colour, construction, availability or other product characteristics can contact info@hairbyv.shop.

By placing an order, the customer confirms that they have reviewed the product description, the specific characteristics of genuine human-hair pieces and the maintenance such products require.
 

ARTICLE 3 - IN-STOCK, PRE-ORDER AND CUSTOM ORDERS
3.1 In-stock item
An in-stock item is a product that is physically available at Hair by V at the time of ordering and can be purchased on the product page via “Add to Cart” or an equivalent direct-purchase option, unless expressly stated otherwise.

In-stock items are, where applicable, subject to the return policy set out in Article 6.
 

3.2 Pre-order
A pre-order / made-to-order item is a product that is not physically available from Hair by V’s stock at the time of ordering and is specially requested, ordered or produced after the order is placed.

Pre-orders are FINAL SALE and, once confirmed, cannot be cancelled, returned, exchanged or refunded. This applies, among other reasons, because the item is specially ordered or produced after purchase in the customer’s chosen configuration, including size, length, colour and/or construction.

This does not affect rights that cannot be excluded under applicable mandatory law.
 

3.3 Custom order
A custom order is a product manufactured, altered or clearly personalised according to the customer’s individual specifications or wishes. This may include colour or root customisation, size, length, construction, lace, cut or other individual modifications.

Custom and clearly personalised orders are FINAL SALE once finally confirmed and cannot be cancelled, changed, returned or refunded, subject to mandatory statutory rights, including rights in the event of a lack of conformity.
 

3.4 Production times
Production time for pre-orders and custom orders is generally 4 to 16 weeks. In some cases, production may take up to 20 weeks.

This timeframe is provided as a guideline only. Hair by V cannot provide an exact production estimate or guaranteed production date in advance. Actual production time may vary depending on the selected product, construction, availability of materials, production capacity and other factors. Fully hand-tied hair pieces and SL lace top wigs and toppers in particular may require additional production time.

Pre-orders and custom orders are produced specifically after the order is placed and are therefore FINAL SALE and non-returnable, in accordance with Articles 3.2 and 6.2.

The customer accepts the production timeframe stated on the product page or communicated during the ordering process. Hair by V monitors production and informs the customer once the order is ready to ship.

Custom and personalised orders must be paid in full before production starts. Changes after final confirmation are not guaranteed and may be refused.
 

ARTICLE 4 - PRICING AND PAYMENT
All prices are displayed in euros, inclusive of Belgian/EU VAT and exclusive of any shipping charges.

No Belgian/EU VAT is due on orders with a delivery address outside the European Union. Because website prices are displayed inclusive of VAT by default, VAT can be removed at checkout using the designated code NONEU. Hair by V is not responsible for incorrect tax treatment resulting solely from inaccurate or incomplete information provided by the customer.

Orders delivered within the European Union but outside Belgium are not subject to import duties or customs charges; only the applicable shipping charges are due.

The price correctly displayed on the website at the time of ordering applies to the specific product. In the event of an obvious pricing error or manifest mistake, Hair by V may correct the error. If the order cannot be fulfilled at the incorrectly displayed price, the customer will be informed and the order may be cancelled with a refund of any amounts already paid.

Payments are processed electronically using the payment methods available on the website, including Bancontact, iDEAL, credit card and PayPal.

The sale is concluded once the order has been accepted and Hair by V has received payment confirmation. The goods remain the property of Hair by V until full payment has been received. Hair by V may suspend shipment while any amount due remains unpaid.
 

ARTICLE 5 - SHIPPING, DELIVERY AND INTERNATIONAL ORDERS
5.1 Shipping methods and charges
Orders are shipped with tracking and traceable proof of delivery.

Belgian orders are shipped via Bpost. International orders are shipped via DHL Express and include tracking and insurance, with a signature required upon delivery.

The following rates apply per single outbound shipment:

  • Belgium — free shipping via Bpost

  • European Union & United Kingdom — €65

  • United States — €75

  • Canada — €80

  • Australia & New Zealand — €95

  • Rest of the world — €90

  • Middle East / United Arab Emirates — €130

  • Israel — €130

Shipping charges are shown separately and are not included in the product price.

Return shipping rates are separate from outbound shipping rates and are set out in Article 6.
 

5.2 Processing and transit
In-stock items are generally dispatched within 1–5 business days after payment has been received.

A business day means Monday to Friday, excluding Belgian statutory public holidays.

International DHL Express shipments are collected and delivered on business days only. Weekends and public holidays are not included in the stated processing and transit times.

In-stock items for which additional cutting, colouring or other personalisation has been agreed generally require 1–3 weeks of processing time.

Tracking information is provided after dispatch.

International deliveries generally take 1–5 business days, depending on the destination and any customs clearance.

All processing, production and transit times are estimates. Hair by V cannot guarantee an exact delivery date where delays arise from production, DHL Express, Bpost, customs, force majeure or other circumstances outside Hair by V’s reasonable control.
 

5.3 Delivery address and receipt
The customer is responsible for providing a correct and complete delivery address and contact details. Any changes must be reported as soon as possible via info@hairbyv.shop. Hair by V will try to process a requested change but cannot guarantee that this will be possible once the order has been processed or shipped.

Delivery is only possible to a physical address that can be serviced by the carrier. PO boxes are not accepted because the shipping method requires a signature or physical receipt.

If an invalid or incomplete address is provided, Hair by V may suspend the order or shipment until a correct address is supplied. Additional costs caused by an incorrect address or a customer-requested address change may, where legally permitted, be charged to the customer.
 

5.4 International import duties and taxes
For deliveries outside the European Union, import duties, local taxes, customs charges and administrative fees may apply. These amounts are not included in Hair by V’s prices and are entirely the responsibility of the recipient unless expressly stated otherwise.

For customs purposes, the recipient is generally considered the importer in the destination country and is responsible for complying with applicable import rules and for providing any information or documents requested by the carrier or customs authorities in a timely manner.

DHL Express will contact the recipient by e-mail, SMS or telephone regarding these matters. The customer is responsible for monitoring and responding to this communication.

Import duties, local taxes, customs charges and administrative fees paid to authorities or third parties are not refunded by Hair by V in the event of a return or exchange, except where mandatory law requires otherwise.

If a customer refuses to pay import duties or other charges, refuses delivery, or fails to complete required customs formalities and the shipment is therefore returned, the actual return, customs and administrative costs charged to Hair by V may be deducted from any refund, to the extent legally permitted.

Shipping charges paid to Hair by V cover transportation only and do not include import duties, local taxes, customs clearance fees or other charges imposed in the destination country.
 

5.5 Shipments not received or received damaged
Orders are shipped with tracking and traceable proof of delivery. International shipments are sent via DHL Express with signature required upon delivery; within Belgium, shipments are sent via Bpost with proof of delivery.

If a shipment is marked as delivered by the carrier but the customer states that it has not been received, the customer must contact Hair by V as soon as possible. Hair by V will open an investigation with the relevant carrier and request the available proof of delivery.

Where the investigation and proof of delivery show that the shipment was correctly delivered to the delivery address provided by the customer, Hair by V is not responsible for loss or theft occurring after that correct delivery.

Visible transit damage, missing goods or other delivery issues must be reported as soon as possible after receipt via info@hairbyv.shop, preferably with clear photographs of the outer packaging, shipping label, inner packaging and product so that Hair by V can investigate the issue with the carrier.
 

ARTICLE 6 - RETURNS, WITHDRAWAL, REFUNDS AND EXCHANGES
6.1 In-stock items
In-stock items may be returned in accordance with this Article.

The customer must notify Hair by V via info@hairbyv.shop no later than 14 calendar days after receipt that they wish to return the item. After the return request has been received, the customer will receive the necessary return instructions.

The return shipment must then be sent no later than 14 calendar days after the return notification. The customer must retain proof of shipment or drop-off until the return has been received and processed by Hair by V.

Hair by V does not charge a restocking or administration fee for an eligible and compliant return.

  • Belgian customers arrange and pay for their own return shipment.

  • For eligible international returns arranged through Hair by V, a DHL Express return label is provided.

The following return shipping charges apply and are deducted from the refund:

  • European Union — €35

  • United Kingdom — €85

  • United States — €90

  • Canada — €105

  • Australia & New Zealand — €80

  • Rest of the world — €90

For returns originating outside the European Union, any additional customs clearance, returned-goods, carrier or administrative charges actually incurred by Hair by V as a direct result of the return may also be deducted from the refund, where legally permitted.

Shipping and return charges are handled in accordance with these Terms and any mandatory consumer rights that may apply.
 

6.2 Pre-orders, custom and personalised items
Pre-orders, custom orders and personalised items are FINAL SALE and, once confirmed, cannot be cancelled, returned, exchanged or refunded. This includes, among other things, items specially requested or produced after ordering, items manufactured or altered to individual specifications, coloured or cut items, and wigs or toppers whose lace has been cut.
 

6.3 Sale and stock clearance
Sale and stock-clearance items are FINAL SALE and cannot be returned or exchanged.
 

6.4 Trying on and return condition
A return-eligible hair piece may only be tried on carefully and briefly to the extent necessary to assess its nature, characteristics and fit, comparable to what would reasonably be possible in a physical store.

To preserve the value and hygienic condition of the product, the customer is asked not to handle or treat the hair piece beyond what is necessary for that assessment.

To qualify for a full refund, the returned item should meet the following conditions:

  • all original labels and supplied components are present;

  • the lace has not been cut, torn or altered;

  • the product has not been worn beyond a brief try-on;

  • the product has not been washed, coloured, cut or chemically treated;

  • the product has not been heat styled;

  • no hair products, make-up, self-tanner or other cosmetics have been applied to the hair, lace or base;

  • the product is free from smoke, perfume, pet and other strong odours;

  • the hair has been carefully brushed and all combs and clips are closed;

  • the return shipment is packed carefully and securely.

The customer is expressly requested to return the product in its original packaging. This packaging is intended to prevent damage during transport. If the absence of the original packaging or careless packaging causes damage or demonstrable loss of value, this may be taken into account when determining the refund.
 

6.5 Diminished value and non-compliant returns
Hair by V carefully inspects every return. If the customer has handled the product beyond what is necessary to establish its nature, characteristics and functioning, Hair by V may deduct an amount corresponding to the actual diminished value identified, to the extent permitted by applicable law.

The assessment may take into account, among other things, cut or damaged lace, signs of wear, soiling, odour, make-up, self-tanner, hair products, styling, exposure to heat, colouring or chemical treatment, necessary professional cleaning or repair, and the product’s remaining resaleability.

If a return does not comply with the conditions of this Article or cannot be restored to a resalable condition, Hair by V may refuse the return in whole or in part. The product may then be sent back to the customer at the customer’s expense.
 

6.6 Refunds
After receipt and inspection of the return, the refund will be processed as soon as possible and within the applicable statutory timeframe using the same payment method as the original transaction, unless otherwise agreed.

The applicable return shipping charge set out in Article 6.1 will be deducted from the refund.

Original shipping charges, return shipping charges and any additional customs, carrier or return-related costs are refunded or deducted in accordance with these Terms and applicable mandatory law.

Import duties, local taxes, customs charges and other amounts paid to third parties are not refunded by Hair by V, except where mandatory law provides otherwise.

Hair by V does not charge a restocking fee for an eligible and compliant return.

Once the refund has been processed, the customer will receive confirmation and, where applicable, a credit note. The time it takes for the amount to appear in the customer’s account depends on the processing time of the relevant bank or payment provider.
 

ARTICLE 7 - STATUTORY CONFORMITY, NORMAL WEAR AND LIFESPAN
Hair by V stands behind the quality of its hair pieces. Any statutory rights regarding conformity, quality or statutory warranties remain applicable to the extent that they cannot be excluded or limited by mandatory law.

Hair by V does not provide a commercial guarantee of a fixed or minimum lifespan for any wig, topper or other hair piece. Human-hair pieces are wearable products subject to natural wear, ageing and changes in the hair from first use.

With regular or daily wear, the practical lifespan of many human-hair pieces is around one year. Depending on construction, hair type, frequency of wear, styling and care, a hair piece may last considerably longer or shorter. This is a general guideline only and does not constitute a guarantee, warranty or promise of a minimum lifespan.

Normal wear and changes caused by use, maintenance, styling or external influences are not, in themselves, considered a manufacturing defect.

This may include changes in colour, texture, softness, shine or elasticity, gradual hair loss or shedding, and changes in overall hair quality caused by washing, brushing, styling, heat, UV exposure, sunlight, hard water, minerals, chlorine, salt water, care products, colouring, chemical treatments, friction, sleeping in the hair piece or insufficient maintenance.

Damage demonstrably caused by incorrect use, improper care, chemical treatments, heat damage, external discolouration or other circumstances arising after delivery is not considered a manufacturing defect, unless the issue results from a defect already present at delivery or from a right that cannot be excluded under applicable mandatory law.

If a customer believes there may be a manufacturing defect or quality issue, they are asked to contact Hair by V as soon as possible after discovering it, preferably before the hair piece is worn further, washed, coloured, cut or otherwise treated. Hair by V may request clear photographs, videos or other relevant information to assess the issue.

When assessing a claim, Hair by V may take into account the nature and construction of the hair piece, its normal and reasonably expected lifespan, the frequency and manner of use, styling, care, maintenance and all other relevant circumstances.
 

ARTICLE 8 - CUSTOMER SERVICE
For questions about an order, product information, returns or any other matter, customers can contact info@hairbyv.shop. Hair by V aims to respond to customer enquiries as quickly as possible.
 

ARTICLE 9 - PRIVACY AND COOKIES
Hair by V processes personal data in accordance with the General Data Protection Regulation (GDPR) and applicable Belgian privacy law.

Personal data is processed only where necessary for purposes including orders, payments, delivery, returns, customer service, legal obligations, newsletters and the proper operation and improvement of the website.

Hair by V does not sell or rent personal data. Data may be shared with service providers where necessary, including carriers, payment providers, technical service providers, accounting or administrative partners, or competent public authorities where legally required.

For delivery purposes, necessary data such as name, address, e-mail address and telephone number may be shared with the carrier.

Subject to the conditions of the GDPR, the customer has the applicable rights of access, rectification, erasure, restriction, portability, objection and withdrawal of consent.

The website uses cookies and similar technologies. Necessary cookies are required for the operation of the website. Other cookies, such as analytics or marketing cookies, are placed only with consent where required by law.

Further information is set out in Hair by V’s separate Privacy and Cookie Policy.
 

ARTICLE 10 - GENERAL FINAL PROVISIONS
If any provision of these Terms is declared invalid, void or unenforceable, this shall not affect the validity of the remaining provisions.

A failure by Hair by V to immediately enforce or exercise a right does not constitute a waiver of that right.

Electronic communications, order records, payment records and digital records may be used as evidence to the extent permitted by applicable law.

Hair by V is not liable for delay or non-performance resulting from circumstances outside its reasonable control, without prejudice to any mandatory statutory rights of the customer.
 

ARTICLE 11 - GOVERNING LAW AND DISPUTES

These Terms & Conditions and the agreement with Hair by V are governed by Belgian law, without prejudice to mandatory consumer rights on which the customer may rely under applicable national or international law.
The parties will first seek to resolve any dispute amicably. The customer may contact info@hairbyv.shop for this purpose.
If no amicable solution can be reached, disputes will be submitted to the courts having jurisdiction under the applicable rules of jurisdiction.

Model withdrawal form
Where an order may be withdrawn in accordance with these Terms & Conditions and applicable law, the customer may use the model withdrawal form available via the link below:
https://economie.fgov.be/sites/default/files/Files/Ventes/Forms/formulier-voor-herroeping.pdf?utm_source=chatgpt.com
Use of this form is not mandatory. The customer may also clearly notify Hair by V within the applicable period via info@hairbyv.shop that they wish to withdraw from the purchase.
 

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