Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, in its original packaging. You’ll also need the receipt or proof of purchase.

For hygiene purposes, hair extensions returns must meet the following criteria:

• Still have the original tag attached and in good/saleable condition
• Still have any original packaging intact (this includes all plastic zip ties / ribbon banding / elastic banding) and in a well presentable condition)
• Not be altered in any way (brushed out, cut, coloured, bleached)
• Not appear to have been worn or washed 

Each hair extension return undergoes a thorough quality control and hygiene inspection process, handled in the order they are received. This process ensures that all returned products meet our high standards. Given this comprehensive process, we kindly ask you to allow up to 28 days for your return item to arrive, go through this rigorous inspection, be processed and then refunded.

To start a return, you can contact us at contact@ginkostore.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 

International returns

For non-UK returns, we'll share instructions on how to repackage your order, and then you can then pick a local courier of your choice. Please ensure you select a tracked service and keep the tracking information so that we can ensure safe arrival of your return.

You can always contact us for any return question at contact@ginkostore.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unopened and unused and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.If more than 15 business days have passed since we’ve approved your return, please contact us at contact@ginkostore.com 

Please note that all returned orders are subject to an admin fee of £2.99