Refund policy

Last updated: 27 September 2026

Thank you for shopping with Illusion Crochet. We want you to love your hair. If you are not happy with your order, you can return it for a refund or exchange, as explained below.

Nothing in this policy affects your legal rights as a consumer.

1. Changed your mind?

If you change your mind, you can return your order for a refund or exchange. Just let us know within 14 days of receiving it by emailing shop@illusioncrochet.com with your order number.

Once you’ve told us, you have a further 14 days to post the item back.

You’re welcome to look at and handle your hair to check the colour and style, just as you would in a shop. To be accepted, returned hair must be unworn, unwashed, uncut and unstyled, and sent back in its satin bag with everything that came with your order. If the hair has been handled more than needed to check it, we may reduce your refund to reflect any loss in value.

2. Items that cannot be returned

For hygiene reasons, and unless it is faulty, we cannot accept returns of hair that has been worn, washed, dyed, cut or styled.

3. Faulty, damaged or incorrect items

If your item is faulty, damaged or not what you ordered, please contact us with your order number and photos of the problem. We will cover the cost of return postage and arrange a refund, replacement or exchange. This applies even if the packaging has been opened.

Please let us know as soon as possible after delivery so we can put things right quickly.

4. How to return an item

  1. Email shop@illusioncrochet.com with your order number and tell us which items you would like to return, and whether you would like a refund or an exchange.
  2. We will reply with a return authorisation number and confirm the return address.
  3. Pack the item securely in its satin bag with everything that came with your order, and include your proof of purchase, such as your order number or confirmation email.
  4. Write your return authorisation number on the outside of the parcel and post it to:

    Hair by Kissa, Attn: Returns
    Return authorisation number (from our email)
    Aizlewood's Mill, Nursery Street
    Sheffield, South Yorkshire, S3 8GG
    United Kingdom

5. Return postage

If you are returning an item because you have changed your mind, you are responsible for the cost of return postage. For international returns, this includes any postage and customs charges on the way back to us.

We recommend using a tracked postage service, as we cannot refund items that do not reach us.

If your item is faulty, damaged or incorrect, we will cover the cost of return postage.

6. Refunds and exchanges

Once we receive and check your return, we will email you to confirm it has been processed. Refunds are made to your original payment method within 14 days of us receiving the item. Depending on your bank or card provider, it may take a few more days to appear in your account.

Discounted items can be returned in the same way as full-price items. We will refund the amount you actually paid.

Exchanges are subject to stock availability. If the item you would like is not available, we will offer you a refund instead.

We do not charge restocking fees.

7. Questions

If you have any questions about returns, please contact us at shop@illusioncrochet.com.