RETURN AND EXCHANGE TERMS – Maison Ivy Wigs

Refund and Return Policy
At Maison Ivy, we want you to feel confident and beautiful with your new wig. If something is not quite right, we are here to help with a smooth and stress free return or exchange process.

Order Cancellations
Orders may be cancelled within 1 hour of purchase by contacting our customer care team.
Once an order has been dispatched, we are unable to cancel it.

Returns and Exchanges
We gladly accept returns and exchanges of unused, unaltered wigs within 30 days of delivery.

To qualify, wigs must be in original condition:
• Lace uncut, untrimmed, and unaltered
• Hair unwashed, uncoloured, and unstyled
• Original packaging included
For hygiene and safety reasons, we cannot accept returns on wigs that have been worn, washed, or otherwise altered.

Return Shipping
If the wig has a manufacturing defect or arrives damaged, we will cover the return shipping.
For all other returns, the customer is responsible for return shipping costs.

How to Start a Return
Contact our customer care team at care@maisonivywigs.com with your order number, reason for return, and photos if applicable.
We will send you the return address and instructions.
Send your item back and provide the tracking number.
Once we receive and inspect your wig, we will process your refund or exchange.

Refunds
Refunds are issued back to your original payment method within 2 to 3 working days of receiving your return.
Your bank or card issuer may take additional time to post the refund to your account.

Friendly Note: Because wigs are intimate personal items, we can only accept returns if they are completely unused and in original condition. We appreciate your understanding and care when trying on your Maison Ivy wig.

If you have any questions, please email us at care@maisonivywigs.com

Our team will be happy to assist you.

Frequently asked questions

If you are new to wigs, you might wonder if the colour will suit you, how to find the right size, or what the difference is between the various cap types.

There is a lot to take in at first, but we make it simple. You can book a consultation call or send us a message and we will walk you through everything step by step.

Our team is here to help you feel comfortable, answer your questions, and guide you towards the wig that feels just right for you.

We are based in London. Maison Ivy Wigs was born from a simple belief…..

Every woman deserves hair that feels like her own, crafted with artistry and care 💕.

Far too often, wigs feel impersonal or mass-produced, leaving women to compromise on quality, comfort, or authenticity.

Maison Ivy is driven to change this!

Each wig is designed not just as hair, but as a personal statement. A Maison Ivy wig is a work of art that allows women to live fully, whether they are stepping into a boardroom, celebrating a milestone, or simply enjoying a quiet moment of everyday life.

Maison Ivy has grown into a destination for those who seek the very best in human hair wigs. Our pieces are handcrafted using premium hair, each strand carefully aligned to fall and move with effortless realism. Every detail from the lace to the cap design is designed for comfort and longevity.

This is the story of Maison Ivy. A home where artistry meets authenticity, and where every woman can feel seen, celebrated, and truly herself.

Finding your size is easy.

With a soft measuring tape, take a few quick measurements of your head and then compare them with our cap size chart.

The chart shows you exactly how to measure and points you straight to the size that will give the best fit.

We know you will be eager to receive your wig and we do our best to get it to you quickly.

Ready to Ship wigs are usually sent out within 1 to 2 working days, while Custom and Made to Order pieces can take a little longer as they are carefully crafted for you.

Delivery times then depend on your location and the shipping option you choose. For full details, please see our Shipping Policy.

A backorder means the wig you want is currently sold out but we already have more being made or can start marking it for you if you choose to complete purchase.

When you place an order on backorder, you are reserving one of the incoming pieces so you do not miss out once it is ready. This often happens with our most popular styles and colours which sell out quickly.

Yes, all of our wigs are crafted from 100% authentic, premium human hair. Each piece is sourced and processed with the highest standards to ensure natural movement, softness, and durability.

Because they are real human hair, you can wash, style, and treat them just as you would your own hair.

Yes, our wigs are 100 percent human hair so you can style them with straighteners, curlers or a blow-dryer.

We recommend using a heat protectant, keeping the temperature low to medium, and taking care not to hold the heat on the hair for too long.

This will help your wig stay smooth, shiny and beautiful for longer.

We want you to love your Mason Ivy wig, but if something is not quite right we are here to help. You may return or exchange unused wigs within 30 days of delivery as long as they are in original condition with lace uncut, hair unstyled, and packaging included.

If your wig arrives damaged or has a manufacturing fault, we will cover the return shipping. For all other returns, customers cover the return postage. Refunds are issued back to your original payment method once we have received and inspected the item.

For more details, please see our full return & exchange policy.

Yes we offer a wholesale programme for salons, boutiques or individuals reselling wigs in the UK who meet certain criteria.

If you would like to become a wholesale partner please get in touch with us via email at support@maisonivywigs.com.

To maintain the beauty and longevity of your wig, treat it like natural hair.

Always detangle gently with a wide-tooth comb or wig brush before and after wear.

Wash every 7–10 wears, or when product build-up is visible, using a sulphate-free shampoo and conditioner with cool to lukewarm water. Rinse thoroughly and let it air dry on a wig stand to preserve its shape.

Use heat tools sparingly, and always with a heat protectant.

When not wearing your wig, store it in a breathable bag or on a stand, away from direct sunlight or damp areas.

If you are buying a wig or hairpiece due to a medical condition such as alopecia or chemotherapy, you may qualify for VAT relief. This means you will not have to pay the standard 20 percent VAT on eligible products.

VAT relief applies only to wigs and hairpieces. It does not apply to accessories like scarves, turbans, caps or to aftercare products such as shampoos, conditioners or brushes.

To claim VAT relief, simply email us at care@maisonivywigs.com and we will send you a short form to complete confirming your eligibility. Once we receive this, we can process your order without VAT or refund the VAT after your purchase.