Refund policy

Returns Policy

We want your Goldylost Hair to be the best investment you've ever made and change your life for the better. Sometimes a hair piece needs some customization for you to fall in love with it, and by making some small tweaks you may avoid the need for a return.

Sometimes it's as simple as changing the part to where you are used to; other times it's adding a dark root for a better blend.

We strongly recommend reading our helpful guides, watching our "How to" videos on making a piece perfect for you, and booking a free consultation to get help.

If you decide that your piece will not work for you, Goldylost Hair accepts returns on all stock wigs and hair toppers purchased online, including pre-orders.

We do not accept returns on:

  • —Stock items with requested alterations such as lace cut, coloring, haircut, or restyle;
  • —In-store purchases;
  • —Sale items;
  • —Custom orders.

Following the criteria below, you may be eligible for a refund (less a restocking fee) or full store credit.

Nothing in this Returns Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy that you may have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or under any other law that cannot lawfully be excluded. Where you have a non-excludable right or remedy under the law that applies to you, that right or remedy applies in addition to (and not in place of) the change-of-mind, exchange, and faulty-item arrangements set out in this Policy.

Return for Refund

In the very unusual case (everyone loves us) that you receive your piece and want a refund, no drama. Simply follow the steps below to get your cash back.

  1. Notify us via our Request a Return form, or by emailing contact@goldylost.com. We will need your name and order number (this can be found in your confirmation email).
  2. You will receive return details, including the shipping address.
  3. Ship the item back to us within 72 hours of signing for it. This gives you plenty of time to try on the hair, take a million selfies, and hopefully fall in love, but not so much time that you could take it out partying before returning… we see you wear and return.
  4. After this 72-hour window, change-of-mind refunds are no longer available — the sale is final. The time the item spends in transit on its way back to us is not counted against your 72-hour window. If you have missed your refund window, please consider our Return for Exchange option below.
  5. We receive your hair and inspect it to ensure it is in its original condition. We are only human, so please allow up to 7 days for us to inspect your item upon return.
  6. We issue your refund via the same payment method you originally used, less a restocking fee of AUD $150 for Australian orders or USD $150 for international orders, per item returned.

Although we try to make returns as easy and fun as possible, below are the boring but important details:

  • —We do not accept change-of-mind returns for in-store purchases, sale items (i.e., items purchased on a sale or promotion), or custom orders, which are sold as final sale, except where the item is faulty and we are required by law to accept a return.
  • —Original condition means: the item has not been altered in any way, including no use of heat tools, no cutting of the lace, no coloring, no restyling, and no washing; the item is in its original packaging with all tags attached and all clips closed (where applicable); and the item is odor free, including no styling products, cigarette smoke, or perfume.
  • —The restocking fee is AUD $150 per item for Australian orders or USD $150 per item for international orders. This applies to every change-of-mind refund, regardless of whether it is your first return or a subsequent return.
  • —All items must be shipped by courier or registered post with full tracking and a signature on delivery. We strongly recommend you also purchase shipping insurance to cover loss or damage in transit. Subject to your statutory rights, risk in the goods remains with you until we receive them at our studio, and Goldylost Hair is not responsible for items lost, damaged, or delayed in transit on their way back to us.
  • —Returns should be shipped to either our Sydney studio or our Doral boutique, unless we provide an alternative address when you contact us.
  • —If you are returning to our Doral boutique, items must be shipped via FedEx, UPS, or DHL with tracking and signature on delivery — please do not use USPS. Please note our boutique hours on the shipping label: Tuesday to Saturday, 10am to 5pm.
  • —For international returns, please write "Returned Goods to the Retailer" on the Customs Declaration form. Failing to do so may incur tax or duty charges to us, which will be deducted from your refund.
  • —International taxes and duties paid by you on the original delivery are not paid to Goldylost Hair and are non-refundable by us. It may be possible to recover customs duties from your country's customs service when goods are returned to the seller — please contact your local customs authority.
  • —Shipping costs, credit-card processing charges, and other transaction fees are non-refundable.
  • —Goods and Services Tax (GST) paid by Australian customers will be refunded together with the rest of the refunded amount.
  • —Foreign-currency risk. Refunds for Australian orders are processed in Australian dollars; you will receive the AUD amount you originally paid. Refunds for international orders are processed in the currency in which you originally paid. Because foreign-exchange rates can move between the date of your purchase and the date of your refund, and because international card networks may apply their own conversion rates and fees, the amount you ultimately receive in your local currency may vary slightly from the amount you originally paid. This foreign-currency variation is outside our control and Goldylost Hair is not responsible for it.
  • —Refunds are issued to the same payment method that was used to purchase the item, and may take 7 to 10 business days to be processed by your bank or card network.
  • —All credit vouchers expire three (3) years from the date of issue.

We check tracking information for the date the item was delivered, and we inspect the item's condition thoroughly on return. Your return may not be accepted if you fail to meet the criteria above, and the item will in that case be returned to you at your expense.

Return for Exchange

So your hair has arrived and it's gorgeous, as promised. You're in love, but something is not quite right. The cap is too big, the color too blonde, or it's a little too long. Easy mistakes when you order online, and easy to fix.

Simply follow the steps below to exchange for your perfect piece:

  1. Notify us via our Request a Return form, or by emailing contact@goldylost.com. We will need your name and order number (this can be found in your confirmation email).
  2. You will receive return details, including the shipping address.
  3. Ship the item back to us within 10 days of signing for it — yes, a full 10 days. This gives you plenty of time to try on the hair to see what you love and don't love, or to reach out to us for guidance. Feel free to book a free consultation with one of our specialists. After this 10-day window, change-of-mind exchanges are no longer available — the sale is final. The time the item spends in transit on its way back to us is not counted against your 10-day window.
  4. We receive your hair and inspect it to ensure it is in its original condition (the same conditions described in the Return for Refund section above). We are only human, so please allow up to 7 days for us to inspect your item upon return.
  5. We send you a credit voucher for the full amount paid, which you can use to get your new hair. The credit voucher is valid for three (3) years from the date of issue, so you don't feel rushed.
  6. You love your new hair and become a Goldylost fan for life.

Pre-Orders

Pre-orders are pieces that are not currently in stock and are handcrafted specifically for you, with an estimated 12-week dispatch timeframe. This timeframe is an estimate only and is not guaranteed.

Pre-orders are returnable on the same change-of-mind, exchange, and faulty-item terms as in-stock items, as set out in this Policy.

If you wish to cancel a pre-order before it has been dispatched, please contact us at contact@goldylost.com as soon as possible. Because pre-orders trigger the procurement of raw hair and reserve handcrafting capacity that we would not otherwise commit, a pre-order cancellation fee of AUD $150 (for Australian orders) or USD $150 (for international orders) will be deducted from your refund.

Custom Orders

A custom order is any piece that has been ordered, sourced, or made specifically for you. This includes:

  • —Stock pieces with alterations requested by you, such as lace cut, length cut, or color added;
  • —Bespoke pieces created from your hair-inspiration photos.

Custom orders are final sale and are not eligible for change-of-mind cancellation, exchange, or return. Your statutory rights in respect of faulty custom orders are unaffected and continue to apply, as set out in the Faulty Items section below.

At checkout, you will be asked to agree to our Terms and Conditions before proceeding with your order. By agreeing to those terms and conditions, you acknowledge that you understand and will adhere to them, including this Returns Policy.

Cancellations

Made an impulsive splurge that you're now regretting? Don't worry, we have you.

Notify us via our Request a Return form, or by emailing contact@goldylost.com. We will need your name and order number (this can be found in your confirmation email).

Be quick, as we often ship out the next day, and once your order is shipped we can no longer cancel it.

All cancellations made before the item has been shipped will incur a cancellation fee of AUD $125 (for Australian orders) or USD $125 (for international orders), per item cancelled. This amount will be deducted from your refund. Pre-order cancellations are subject to the higher pre-order cancellation fee set out in the Pre-Orders section above.

Social events and pop-ups. Tickets purchased for social events and pop-ups are non-refundable.

Faulty Items

We will always accept returns of products that are genuinely faulty, defective, or fail to meet a consumer guarantee under applicable law. We are incredible but not perfect, so on rare occasions a defect may slip through despite the many touch points each piece passes through — from hand-tied construction, hand coloring, washing, styling, fitting, and inspection by our wig experts and product photography team. Even so, it is highly unlikely that a fault would be missed before delivery.

Please inspect your hair carefully on receipt, before making any alterations such as cutting the lace, washing, applying heat tools, coloring, or restyling.

If you believe your piece is faulty, you must notify us within twenty-four (24) hours of signing for delivery, by emailing contact@goldylost.com or by submitting our Request a Return form, with photographs showing the issue. Once we acknowledge your notification, you must immediately begin arranging the return shipment of the item back to us so we can inspect it.

Right to inspect. We reserve the right to inspect every item before committing to a refund, replacement, or repair. The reason is straightforward: many forms of damage can be caused by the way a piece is handled, worn, or altered after delivery, and once that happens the piece is no longer of resaleable quality.

What happens after inspection. If, on inspection, we determine that the issue is a genuine manufacturing fault or other failure on our side, we will repair, replace, or refund the item, in line with our obligations to you. If, on inspection, we determine that the damage was caused by you — including by altering, cutting, washing, styling, applying heat or color, or otherwise modifying the piece, or by general wear and tear after delivery — the sale becomes final and we are unable to offer a refund, replacement, or repair other than as required by law.

Cutting the lace = final sale. Once the lace is cut, we cannot resell or repair the piece, and we cannot accept it back. Please be sure the piece is right for you before you cut.

Alterations and assessment. Alterations to the item after delivery — including cutting the lace, washing, applying heat tools, coloring, restyling, or any other modification — may affect our ability to assess whether the item was faulty when delivered to you. Where alterations have been made, we will determine in good faith and at our reasonable discretion whether the issue is a genuine pre-existing fault on our side or is the result of the alteration or wear-and-tear after delivery; only the former qualifies as a faulty item under this Policy.

Due to the delicate nature of the product and the wearer's responsibility to care for the piece correctly, we cannot guarantee any specific timeframe for the longevity of the piece beyond the consumer guarantees that apply under law. Where a fault arises outside the 24-hour notification window, please contact us — we will assess your situation in good faith and in line with our legal obligations to you. Where a piece is no longer covered by a faulty-item claim under this Policy, we may be able to offer repair at a cost to you.

To inform us of a suspected fault:

  1. Notify us via our Request a Return form, or by emailing contact@goldylost.com. We will need your name and order number (this can be found in your confirmation email).
  2. You will be required to send photos of the issue.
  3. If requested, return the item to us for inspection. If, on inspection, the item is found to be faulty within the meaning of this Policy or applicable law, we will repair or replace the item and reship it to you, or refund the price you paid.