Orders and Delivery
All sales are final, and we will tell you why
No returns, no exchanges, no refunds. It is the norm across the luxury wig category, and with a piece worn against the scalp it is also the only honest way to handle hygiene.
Damaged or incorrect on arrival is a different matter. That is below.
The reasoning
Our generosity has to happen before the sale
Every Kallov Hair is a finished piece built in your cap size. Once it has been sized to you it cannot go back into stock and it cannot go to anyone else, and a piece that has sat against someone's scalp should never be resold. So the policy is not a loophole we are hiding behind. It is the plain consequence of making things to fit people.
What that costs us is the easy way out. We cannot fix a bad decision after the fact, so we have to prevent it beforehand. The online consultation is free and unhurried. The size guide teaches you to measure your own head properly. And if the piece you want is wrong for you, we will say so and lose the sale, because the alternative is a client holding a mistake at this price with no way back.
What we do put right
Final sale does not mean you carry our mistakes
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The wrong piece arrived
If what is in the box is not what you ordered, that is our error and we replace it at our cost. Tell us within forty eight hours of delivery.
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It arrived damaged
Photograph the box before opening it any further, then photograph the piece. Every parcel is insured for its full value, so tell us within forty eight hours and we put it right at our cost.
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The piece is not what we specified with you
If a bespoke piece does not match the specification you signed off, that is on us. Write to concierge@kallovhair.com and we correct it.
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How to reach us
Write to orders@kallovhair.com with your order number and your photographs. A person answers, and it is one of us.
What we cannot take back
Once a piece has been built for you, it is yours
A change of mind. A size that turned out different from the measurement. A color that reads one way on screen and another in your own bathroom light. A piece that has been worn, cut, colored, or restyled by someone else. None of those can come back to us, whatever the reason behind them.
If any of that worries you, it should, and the answer is the consultation. Book it before you buy rather than after. We will go through your measurements on video, talk through how a color behaves in daylight, and tell you plainly if the piece you have your eye on is not the one.
Measure first with the size guide. It is free and it takes ten minutes.
Precision first. Beauty follows.
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Where to go next
- The Size Guide, measure before you order.
- Private Consultations, free, online, unhurried.
- Shipping and Delivery, insurance and duties.
- FAQ, the questions we get most.