RETURN POLICY

Due to the hygienic nature of wigs, returns are accepted only if the item is unused, unworn, unaltered, and in its original condition and packaging.

• Return requests must be submitted within 7 days of delivery.

• All lace, tags, packaging, and accessories must remain intact.

• Items that have been worn, washed, cut, coloured, styled, or otherwise altered are not eligible for standard returns.

• Studio Reserve, as a discontinued collection, is final sale and not eligible for change-of-mind returns or exchanges.

Important: Please contact us for approval before returning any item. Unauthorised returns may not be accepted or refunded.

Once received and inspected, eligible refunds will be processed within 5–7 business days to the original payment method, less the applicable handling fee.

EXCHANGE POLICY

We offer exchanges for another Madeline Aken wig of equal or greater value, subject to the return conditions above.

• Requests must be made within 7 days of delivery.

• Exchanges are subject to availability and inspection of the original item.

• Any price difference and applicable handling fee must be settled before the replacement is dispatched.

• Replacement dispatch times depend on stock availability and production status.

RETURN & EXCHANGE FEES

• Australia: AU$130 flat fee

• International: US$290 flat fee

Fees cover insured return shipping, courier handling, and product inspection.

For returns, the fee is deducted from the refund amount. For exchanges, the fee and any price difference will be invoiced separately.

These fees do not apply where a remedy must be provided at no cost under applicable consumer law.

HOW TO REQUEST A RETURN OR EXCHANGE

Email studio@madelineaken.com with your order number and reason for return or exchange.

Once approved, we will provide a prepaid return label and packing instructions. Please do not send items back without prior approval.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery, with your order number and photos. We will assess the issue and arrange an appropriate repair, replacement, or refund.