Wigs R Us Ltd
Frequently Asked Questions
when buying a wig or hairpiece from Wigs R Us.

Browsing our FAQs should answer most of your questions but don't worry - we love hearing from you so please get in touch if you'd like a helping hand!

How do I contact you?
How do I know if my order has gone through?
Do you do refunds?
What are your terms & conditions?
How secure is your site?
How can I pay?
What do those colour codes mean?
What is your usual delivery times & costs?
How long will my wig last?
Can I use haircare products on my wig?
How often do I clean my hairpiece?
How do I know what size of wig to order?
Can I get help choosing a colour?
How should I store my new wig?
How do I clean my fibre wig?
Can I get help choosing a style?
Styling Human hair wigs
Getting to know your face shape
Hear what people are saying about us

 

How do I contact you?
We are available to contact via telephone, e-mail or fax for any questions, queries or comments. Just click for details.

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How do I know if my order has gone through?

Each time you order from Wigs-R-Us Ltd, you will receive an e-mail confirmation within 24 hours (please allow additional time if you've ordered over the weekend or during public holidays) stating an estimated delivery date. If you do not receive this confirmation e-mail then please contact us and we will deal with the matter straight away.

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Do you do refunds?

We support the introduction of The Consumer Protection (Distance Selling) Regulations 2000 and in line with this we offer a full refund within a 7 working day cooling off period. Goods may be returned for a full refund within this time only so long as they are undamaged, unworn, in original packaging with all labels applied and do not smell of tobacco, perfume, hair products etc.

Please note that human hair wigs may not be returned once they have been styled by your stylist. Dermalite wigs are custom made just for you and so cannot be returned for refund (except in case of fault of course). Dermalite wigs are produced on an individual, one-to-one basis in our hair centre and so are subject to normal retail regulations - they are not available for on-line ordering and are outside the scope of the distance selling regulations.

All other exchanges or refunds are entirely at our discretion. Details of our exchange policy are available here.

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What are your terms & conditions?
All customers view & buy our products on the understanding that they agree to our policies. Please view our Terms & Conditions page for full details.

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How secure is your site?
All our shoppers should feel free to shop with complete confidence at Wigs-R-Us. Once you've moved through to our secure shopping pages, any information you send to us is automatically encrypted and safe from prying eyes.

If in any doubt, look for the padlock symbol on your browser status bar at the bottom of the page. Whenever this padlock is closed, you're on a secure page where all details are encrypted for your security & privacy.

Customer details remain encrypted throughout our system and we will never sell or pass your e-mail address on to third parties.

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How can I pay?
For all orders, we welcome payment by Visa, Delta, Switch or Mastercard. If ordering within the UK, personal cheques & postal orders are accepted on the basis that cheques are cleared before delivery.

Unfortunately, due to bank charges and time taken for clearance, we cannot accept cheques drawn on foreign banks or non-Sterling accounts. All prices displayed on our site are in Pounds Sterling (GBP).

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What do those colour codes mean?
Most of our wigs have a colour description along with the colour code when you come to select your purchase but you may see just a colour code on occasion - click here to find out just what they mean.

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What is your usual delivery times & costs?

UNITED KINGDOM

All normal orders that are being delivered to the UK are sent using Post Office Services. So if your order is in stock, delivery times are normally 2-3 days. If for any reason your order is not in stock, please allow 3-10 days for delivery.

Special/Recorded Delivery
If you require your order to be sent via Special/Recorded delivery for a faster service, then there will then be an additional £3 charge on top of your normal P&P charges.

Please remember that all Special and Recorded deliveries require a signature on delivery. This means that if you are out when they call, Royal Mail will leave a while you were out card giving you a number to contact them to arrange a convenient delivery time or alternative delivery address.

Special Delivery can also be arranged if you would like your order to arrive on a certain day. (Royal Mail guarantees Special Delivery items to arrive before noon on the following day, Monday to Friday.)

If we have your order if stock you will receive it within 24 hours.

So if you require any of these services please contact us and we will be delighted to arrange this for you.

U.S.A AND ELSEWHERE

For orders that are overseas the normal delivery time is 4-12 days. Once your order has left the UK we have no way of tracking it down, we can only find out when it left the UK and where and when it arrived.

Postage & Packaging Charges

UK
1-2 Items	£3.00
3-5 Items	£5.00
5 or more Items	£7.50
Special Delivery	+ £3.00
USA	£10.00
Elsewhere	£15.00

If you require any further information then please don't hesitate to contact us - we're here to help!

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How long will my wig last?

How long your wig lasts will depend on many issues. Please consider the following:

1. Frequency of wear
2. The environment in which you live
3. How the wig is treated by the wearer
4. Type of maintenance products. It is important to use only specially formulated care products for your fibre wig.

• Do not wash in hot water
• Do not use non-fibre cleansing products
• Do not apply direct heat
• Do not forget to condition
• Do not use normal hairspray
• Do not handle your wig roughly

In particular, budget range wigs can only be expected to have a short life if used daily. Of course, many of our clients are happy with this and deliberately 'wear out' the cheaper wigs so they can have the fun of a style change that much more often!

If you wear a wig on a daily basis, then one of the longer lasting types may be more suitable - as ever, please don't hesitate to ask us for advice. Or perhaps you'd like to take advantage of one of our special offers for daily wig wearers? We've a selection of schemes to spread the cost of regularly replaced wigs so tell Jennie just what sort of wig you need and she'll be pleased to help.

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Can I use hairspray & products on my wig?
Whether you use hairspray or not is a personal choice. For those of you who prefer to use a holding spray, we can provide sprays that have been specially formulated to enhance & prolong the life of our wigs. All our products are specially formulated with this aim in mind, our range of home care products has all the products you'll need to keep your wig in top condition.

Thanks to the frequency of wear & constant washing, hairpieces & wigs require the correct care & maintenance products. Please do not use regular hairspray on your wig. A wig spray is formulated to have less alcohol, and be less damaging to synthetic wigs as well as being easier to wash out. To retain shine, texture, body & manageability, we recommend our mousse spritz.

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How often do I clean my hairpiece?
You personally will be the judge of when it needs to be cleaned but these guidelines may be helpful:

Consider:

1. The frequency of wearing your wig
2. The environment in which the wig or hairpiece is worn
3. Whether the wig is fibre or human hair
4. How the wig is treated
5. Type of styling products - remember to use only specially formulated products for fibre wigs.

Frequency: For daily wearing, wash every 10 - 12 days.

Products: Wig shampoos are specially formulated to be gentle to the modacrylic fibre of the wig.

Wig Spray: We don't recommend the use of regular hairspray. A wig spray is formulated to have less alcohol and be less damaging to synthetic wigs as well as being easier to wash out. It doesn't create the build-up found with regular sprays and is formulated to preserve the condition of the fibre.

Environment: If the wig is regularly exposed to cooking odours, smoke or smog then more care may be required. Please don't be afraid to contact us if you need specific advice.

Please also remember that hot water can damage the wig & may remove the prestyled curl pattern built into the hairpiece. Direct heat can also damage fibre hair making it shrivel, frizz, dry out & appear frizzy around the edges.

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How do I know what size wig to order ?

Most women can wear average sized wigs, which means when measured, your head size is between 21 - 22½ inches.

To measure your head size, use a cloth tape measure going around the hairline - under the hair - behind the ears and around the nape of the neck. You might find it easier for someone to help you!

Petite: 19" - 20"

Average: 21" - 22½"

Large: 23" - 24"

Remember that most wigs have velcro adjustment tabs that will enable you to increase or decrease the size for a better fit.

Always pull hair away from the hairline before measuring and if you don't fit into any of these sizes you should consider a custom made wig - for some customers, this can be the only alternative - we may be able to suggest various options for you.

We're here for you @ Wigs'R'Us so telephone or email us at customade@wigsrusltd.com

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Can I get help choosing a colour?

Each wig has its own colour range so feel free to browse the selection in our online catalogue. For our more complex wigs, you may see a colour code rather than a description - click here to find out just what they mean.

But if you're still unsure, you may like to consider the other options Wigs'R'Us can offer you. If you've an old wig or a sample of your own hair, then send it to us and we'll suggest the closest match.

Colour rings are also available for you to examine at home so you can check the swatch colour against your skin, under different lighting and compare the colours to your own hair or favourite wig.

Colour rings are available against a deposit of £15.00, refunded on return. Since not all wig models are available in all colours, please tell us which colours or wig models you're most interested in.

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How should I store my new wig?

Place your wig on a wire or plastic wig stand. Wigs 'R' Us collapsible wig stands are ideal for keeping your wig fresher & maintains its style between wearings.

Make sure that you keep your wig in a clean place avoiding sources of heat, dust and excessive humidity.

Only enclose your wig in a container box or bag whilst travelling, please remember to use a Wigs 'R' Us collapsible wig stand when travelling.

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How do I clean my fibre wig?

First brush the wig gently to remove excess wig spray build-up (if any). Be careful not to catch the foundation of the wig, then shake gently.

Add approx. 2oz of specially formulated wig cleanser to cool water. Swish to mix water & cleanser. Swish the wig gently in this soapy solution. Never rub or wring your wig.

We don't recommend leaving a wig to soak when shampooing. If necessary, we suggest a second wash following the above procedure.

After washing, discard the old soapy water. Rinse the basin clean & refill with clean, cool water. Rinse well, again swishing the wig to ensure a thorough rinse. Repeat the rinse, using a protective conditioner if required.

Using specially formulated conditioners helps to maintain the condition of your wig. Wigs 'R' Us can provide a choice of suitable conditioners.

Protective Balsam Conditioner. Add 50ml into a litre of cool water & place the wig into this solution for 3 minutes. This could be added in your second rinse stage. However, do not rinse this conditioner out.

Remove excess water by blotting gently with a towel. Do not rub or wring and do not brush or comb wig while wet. Don't use a hairdryer or any direct heat as this kind of heat can damage fibre hair. We recommend that you place your wig on a plastic head form such as our collapsible model which, unlike polystyrene head forms, allows the wig to air dry naturally. Brush the wig or dress with fingers only once completely dry.

Liquid Silk is a second option conditioner which can be applied by spraying onto the wig. Mist evenly all over the wig, lifting the fibres to allow the conditioner to reach all parts of the wig. Allow to air dry naturally as described above. This product may be used on wet or dry synthetic fibre. Unsuitable for human hair.

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Can I get help choosing a style?

Think about why you're purchasing a wig or hairpiece. Are you after a change of style? It can be great fun - or perhaps you're coping with hair loss due to alopecia, chemotherapy or trichtillomanis.

Whatever the reason; The real question is simply, does it look great? Does it make me feel great?

And just as you'd ask your salon stylist for advice, feel free to contact us at style@wigsrusltd.com

Select a style to compliment your face shape. If you have a round face then try a style with a fuller top & sheerer sides to narrow your face.

If you have a longer thin face, why not try a style that has less volume on top & is fuller on the sides. And those with oval faces can wear almost any style.

Consider also if you want the wig to make an impact at a particular event, then don't forget to match the wig with your clothes & makeup. After all, the loveliest wig in the world won't look good on you if it doesn't flatter your face shape.

Our online catalogue features full colour photographs of each style so browse through the catalogue for inspiration and don't forget to have a look at our showcase pages too!

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Styling Human Hair Wigs

We've some lovely human hair wigs that are settable, washable & soft to the touch. Ideal for those that want the ultimate in human hair wigs. Please note however, that these wigs require final styling to suit your face. You should check with your stylist that they can offer the specialised styling required by these wigs.

If you choose to have your human hair wig styled by your own stylist then please be aware that we cannot offer refunds (other than in the case of a defective wig) if they fail to meet your expectations. (Our refund policy ceases once the wigs have been altered by anyone other than our own stylists).

The styling of human hair wigs is a specialist skill so please check with your stylist that they're confident in undertaking the styling before proceeding.

For our local clients, we're pleased to be able to offer human hair wig styling at reasonable rates in our Southport hair centre.

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Getting to know your face shape

Take the hair completely away from the face. Study the outline of the face & try to identify the basic 'shape' of the face.

It may be obvious, but don't worry if it isn't. We're all unique so many faces are a combination. If this is the case then divide the face into 2. Study the shape from the nostrils upwards to the forehead & try to decide the shape. Draw a sketch to help you.

Then look at the shape from the nostrils down & study this area. Look at the jawline as a whole & again sketch separately, but about the same size as before. Bring the sketches together and this will help you reach a decision as to your face shape.

Once you've established the facial shape, look to see if there are any prominent features such as: large or prominent nose, pointed or square chin. Then decide whether the ears are are normal, large or protruding.

Face Shapes

Oval - is considered to be the 'perfect' face shape & will suit most styles. You would not have to camouflage any area of the face.

Round - Stay away from centre partings & rounded curl movements, which accentuate the roundness of the face, making the face appear wider.

But round faces do suit small fringes which can help lengthen the face, giving height. Feathering or layering around the face can soften & straighten the perimeter.

Square - Square shapes need to be softened with some movement to break up the squareness of the jawline. Avoid width in this area & solid lines etc. Go for long wispy fringes, chin length layers & shapes that hug the face. Think Jennifer Aniston & Minnie Driver.

Oblong - This shape needs to avoid solid lines & long flat styles. Breaking up the length with layers around the eyes, cheekbones & ears creates texture & movement. A fringe will effectively 'shorten' the length of the face. Round curly styles will do the same & a side parting will create the effect of roundness to soften the length. Think of Jennifer Love Hewitt or Sarah Jessica Parker.

Heart-shaped - faces have a wide forehead & high cheekbones. Width or fullness at the jawline from curls or waves will create a more balanced look. Avoid height & volume at the temple area. Examples: Courtney Cox & Martine McCutchen.

Rectangular - is longer than square but still quite angular. A fringe & side parting will help reduce the length of the face as with oblong, avoiding volume at the jawline, so that attention is drawn away from the length of the face.

Pear-shaped - faces usually have a narrow forehead & wide jawline. Bring some width above the cheekbones and avoid solid lines & width at the jawline. A big no-no to taking the hair away and back off the face.

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