Refund policy
RETURN AND REFUND POLICY
At Dream Girl Hair, we want you to love your order. If something isn't right, we aim to make returns and exchanges as simple as possible. Dream Girl Hair is a trading brand of Dooa Hair and Beauty Limited, which handles all returns, exchanges and refunds.
This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
RETURN WINDOW
You have 14 days from the day you receive your order to tell us you would like to return it. Once you have told us, you have a further 14 days to send the item back to us.
HOW TO START A RETURN
- Log in to your Dream Girl Hair account and submit a return request, or
- Email us at info@dreamgirlhair.com with your order number and the item(s) you would like to return.
Once your return request has been received, we will confirm the return address and any instructions. Please do not send items back without contacting us first, as this may delay your refund.
RETURN CONDITIONS
To be eligible for a return, items must be:
- Unused, unworn and in the same condition you received them
- In their original packaging (plastic bag or brand box) with all tags still attached
- Returned with proof of purchase, such as your order number or order confirmation email
NON-RETURNABLE ITEMS
For health protection and hygiene reasons, we cannot accept returns of:
- Items that have been removed from their sealed hygiene bag or packaging
- Items that have been worn, washed, cut, coloured, styled or otherwise altered
- Gift cards
This does not apply to items that are faulty, damaged or incorrect. Please see below.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your item arrives faulty, damaged, or is not what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, at info@dreamgirlhair.com. Please include your order number and clear photos of the item and its packaging.
Once we have reviewed your claim, we will offer a replacement or a full refund, including the original delivery charge. We will also cover the cost of returning the item to us. Under UK law, you have 30 days from delivery to reject faulty goods for a full refund.
MISSING ITEMS
If any item is missing from your order, please contact us within 48 hours of delivery so we can investigate. Some orders may be sent in more than one parcel, so please check your dispatch emails for multiple tracking numbers.
EXCHANGES
If you would like to exchange an item for a different colour, length or product, please contact us using any of the methods above. Exchanges are subject to stock availability. If the replacement item is unavailable, we will issue a refund to your original payment method instead.
RETURN POSTAGE
If you are returning an item because you have changed your mind, you are responsible for the cost of returning it to us. We recommend using a tracked service and keeping your proof of postage, as we cannot be responsible for items lost in transit on their way back to us.
If the item is faulty, damaged or incorrect, we will cover the cost of return postage.
REFUNDS
Once your return has been received and inspected, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 14 days of us receiving the returned item.
If you return your full order, we will also refund the standard delivery charge you originally paid. We do not refund any additional charge you paid for a premium or express delivery option.
| Payment method | Refund period |
|---|---|
| Credit card | Within 14 days of receiving your return |
| Debit card | Within 14 days of receiving your return |
| Other payment methods (e.g. PayPal, Shop Pay, Apple Pay) | Within 14 days of receiving your return |
Please note that once we have processed your refund, it may take a few additional working days for your bank or card provider to show it on your account. Your refund will appear from Dooa Hair and Beauty Limited.
If a returned item does not meet our return conditions, we may reduce the refund to reflect any loss in value, or return the item to you.
CANCELLING AN ORDER
If you would like to cancel your order before it has been dispatched, please contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and issue a full refund. If it has already been dispatched, you can return it under this policy once it arrives.
CONTACT US
If you have any questions about returns, exchanges or refunds, please contact us:
Dream Girl Hair
A trading brand of Dooa Hair and Beauty Limited
Email: info@dreamgirlhair.com
Trading address: The Hub, 1st Floor Offices, 19-21 Aintree Road, Greenford, London, UB6 7LA, United Kingdom
Registered in England and Wales, company number: 05410687
VAT registration number: GB858568757