Customer care
Returns
If something isn't right, we want to know. Contact us first and we'll tell you exactly what to do next.
Start with a message
Every return begins with a message to us, not a shipment back. Contact us with your order number, what's wrong and a photo where it's a damage or wrong-item issue, and we'll confirm the outcome and the return method in writing before anything is sent back. Items returned without being agreed first can't be processed.
Damaged, incorrect or missing items
If your order arrives damaged, you receive the wrong item, or something is missing from your parcel, tell us as soon as you open it and keep the packaging. This is our responsibility to put right, and we'll arrange a replacement or a refund of the affected item once we've confirmed what happened.
- Your order number, from your confirmation email or your account.
- The item affected, and the length or variant selected where relevant.
- Clear photos of the item and the outer packaging for damage claims.
What we can't take back
For hygiene and safety reasons, skincare that has been opened, used or had its seal broken can't be returned unless it is faulty. The same applies to hair that has been washed, cut, coloured, bleached or installed — please check length, texture and colour against your order before altering anything.
Refunds
Approved refunds are returned to the same payment method used at checkout, through our payment provider. Timing after we release a refund depends on your bank or mobile money provider. Delivery fees are refunded where the fault was ours.
Please note
Our return window, exchange terms and who covers return delivery are being finalised ahead of launch and will be published here. Until they are, contact us about any order and we'll confirm your specific outcome directly — nothing above limits rights you have under Ghanaian consumer law.
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