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Refund policy
UK Returns
If for any reason you need to exchange or return your Foxy Locks order, please use our quick and easy return portal to send the item back to us unopened within 14 days of receipt. Please ensure your exchange/return form is sent inside of the package and all details completed, so our team can process this as quickly as possible upon arrival.
Please note if you choose a 'free shipping' option, a fee will be deducted to cover original shipping costs. Return labels cost £3.
Lost your returns form? Here is a copy you can download and print:
Please note liquids cannot be returned using the InPost option.
Start Return with Royal Mail Start Return with InPost
Any product that has been altered, cut, dyed or toned voids any chance of return (this also includes items being returned for further investigation). If your return does not comply with our policy and is unable to be accepted, this will be refused, and a small shipping fee is required in order for us to send the item back.
Can I return for an exchange?
Yes, we will happily exchange your product if the length or colour is not suitable! Please complete the exchange/return form to let our team know the new item you require by stating the new item under the section 'Product Required.". When returning for an exchange, we will send the first new item back to you free of any postage charge. We offer your first exchange free of charge but any additional exchanges will incur a shipping fee to cover both return postage and the new shipping fee. Foxy Locks reserves the right to charge return fees to anyone found abusing the system.
How do I return an item with Royal Mail?
Items can be returned for an exchange or refund within 14 days of receipt. Before exchanging or returning, please make sure the security seal has not been removed or damaged, and that the tester piece of hair (this applies to clip in sets) is returned in its original state.
Please click on the 'Start Return' button displayed at the top of the page to choose a return option. You can choose from printing your label at home, a QR code or a collection from your home (no printer required).
Due to hygiene reasons, we only offer exchanges/refunds on hair products that have not been opened, worn or tampered with. All packaging must be returned with any exchange or return.
If your returned item does not comply with our return criteria, this will be refused and return shipping must be paid for us to send the item back.
How do I return an item with InPost?
Items can be returned for an exchange or refund within 14 days of receipt. Before exchanging or returning, please make sure the security seal has not been removed or damaged, and that the tester piece of hair (this applies to clip in sets) is returned in its original state.
Due to hygiene reasons, we only offer exchanges/refunds on hair products that have not been opened, worn or tampered with. All packaging must be returned with any exchange or return.
If your returned item does not comply with our return criteria, this will be refused and return shipping must be paid for us to send the item back.
Where do I find my nearest InPost Locker or Shop?
Pop your postcode into the InPost finder. This can be found at inpost.co.uk/lockers. Most lockers are available 24/7, and can be found at your local supermarket, train station or convenience store. Just make sure to double-check if there’s space before you drop off your return.
How do I use InPost for my return?
1. Select InPost to create a QR code.
2. At the locker, scan the code from your phone. If you’re at a locker, you will get the option to choose your locker size. For shops, show the staff member
your QR code to scan, and hand your parcel over.
3. Pop your parcel inside your locker, or hand it to the staff member. Job done. Psst: remember to put all items from the same order in one parcel. InPost will take care of the labels. The max. parcel size is 41cm x 38cm x 64cm.
How long will my InPost return take?
They aim to deliver all returns within 2-5 working days. You can track your return using this link.
Do I need to print a label when returning a parcel?
Nope. They will send you a QR code – then you can simply scan it at the locker, drop your parcel off and go. Their courier will add the label when they pick it up.
Can I check if a locker has space?
The InPost app shows you live locker availability and see what size compartments are free. If a locker is full, it will suggest alternatives near you. Check
their ‘Find a locker’ section, at inpost.co.uk/lockers. You can also check live availability on their website.
How big are InPost Lockers?
The largest lockers can fit parcels that are up to 41cm x 38 cm x 64cm – and the maximum weight accepted is 15kg. To avoid any stuck parcels or damaged doors, please don’t try to force your parcel in if it’s a bit too snug.
If I have ordered Tape Ins, a Ponytail or Volumizer can I still exchange or return?
Our Tape In, Volumizer and Ponytail boxes will not be sealed shut. We understand that you may need to open the box to check the colour, length, and quality etc… These items can be exchanged or returned as long as they remain unworn, unused and in the same brand-new condition as sent.
Do I have to pay for the return?
We strive to offer you the best prices and highest quality products, which is why we can't offer free returns due to our margins. We hope you understand.
For UK returns made through our portal, a fee of £3 will be deducted from your refund total. We offer one free shipping label per order if you wish to exchange. If you find that the product is faulty and require a replacement or refund, upon return, we will arrange a replacement free of charge or refund you in full.
Please note that original shipping fees are non-refundable.
I have lost the return label or exchange/return form, where can I find a new one?
Please contact our customer care team at help@foxylocks.com & they will be able to assist you further!
How long do exchanges & returns take to be processed?
Please allow approximately 1-3 working days from receipt for your exchange/refund to be processed by our team. Once your exchange or return has been processed, you will be notified via email! Please note, refunds can take approximately 7-14 working days to appear back into your account from the day of processing.
I think my item is faulty, what should I do?
Should you find a fault with your product within the first five months of receipt, please contact us at help@foxylocks.com, so we can assist you. Any fault brought to our attention after 5 months of the day of receipt falls outside of our return for investigation period, so this is unable to be accepted. In this case, our team will provide further advice on how to resolve the issues you are experiencing.
Please note that we will require the faulty item to be returned to us before any replacement or refund can be offered. We do not replace or refund without the product being returned for investigation. The complete set must be returned to us before we can begin an investigation.
I have claimed a free gift, do I need to return this?
If you are opting for an exchange, you do not need to return the gift subject to terms & conditions.
If you are returning your order for a refund, you will need to return the free gift unopened and unused. If the free gift is not included in the return the value of this item will be deducted from your refund total.
Gift vouchers
Gift vouchers cannot be returned for a card refund.
All returned items that were paid for with a gift card will be refunded as store credit for you to use against a future purchase.
International Returns
Exchanges
If your item isn’t quite right, you may return it within 14 days of receipt for:
• Exchange
• Store credit
Items must be:
• Unworn
• Untampered
• With security seal or ties intact
• With tester piece unused
Due to hygiene reasons, we cannot accept returns on opened hair products.
Please complete and include the return form found at the bottom of this page.
Once we receive and inspect your return, we will contact you to arrange reshipping payment before dispatching your new item.
Reshipping fee: £7.50
Some countries require us to collect duties and taxes upfront. If your destination country is within those countries we will need to collect payment for this along with the reshipping fee.
Return shipping costs are the responsibility of the customer unless the item is confirmed faulty.
Refunds – International Orders
For international orders (outside the UK), we primarily offer exchanges or store credit.
Refunds may be available in limited circumstances, however:
• Original shipping costs are non refundable
• Duties and taxes are non refundable
• Any customs charges incurred on return will be deducted
For USA orders where duties were included at checkout, duties paid to US customs cannot be reclaimed and are therefore non refundable.
Once duties have been paid to a government authority, they cannot be reversed by us.
Important Product Conditions
• Any product that has been cut, toned, dyed or altered cannot be returned
• Tape in extensions cannot be returned once used
• We cannot be responsible for fitting issues as installation is not carried out by Foxy Locks
• Gift vouchers are non refundable
• Orders paid with gift cards will be refunded as store credit
If a free gift was included with your order, it must be returned or its value will be deducted.
Returning from Outside the UK
When returning from outside the UK:
You must clearly mark the parcel:
RETURN – NO DUTIES
Commodity Code: 67042000
The parcel must be declared as a customer return with no sale value.
If customs charges are applied due to incorrect declaration, the parcel will be returned to sender and we cannot accept responsibility for those costs.
We do not accept returns sent via FedEx.
We strongly recommend using a tracked service.
Returns Address
Foxy Locks Ltd – Returns
16 Marsh Lane Industrial Estate
Hayle
TR27 5JR
UK
Faulty Products
If you believe your item is faulty within 5 months of receipt, please contact us before returning.
The full set must be returned for investigation. We do not offer refunds or exchanges without inspection.
If the item is confirmed faulty:
• We will cover return shipping
• We will replace or refund accordingly
Please note that as hair is a natural product, slight variation between sets is normal.
Choosing Your Colour
We completely understand that choosing hair colour from a screen isn’t always easy.
Before ordering internationally, we strongly recommend using one of our colour match services:
• Upload a photo via our colour match form
• Send us a small sample of your own hair for an accurate match
We’re always happy to help you get it right first time.