House of Peluca Refunds/Returns Policy
We understand that at this time, post may take longer due to the
Coronavirus pandemic, and this is beyond our control, so please bear with
us. For further information about International deliveries and any delays,
please check out the Royal Mail website.
House of Peluca is absolutely committed to customer satisfaction.
However, if you are not 100% satisfied with your purchase, you can
return the product and get a full refund, or exchange the product for
another one, up to 14 days from the date you received it.
Any product that you return, must be in the same condition you received
it and in the unopened packaging. Please keep the receipt. We can’t offer
a refund/replacement if the product has been opened or used, (unless
faulty), as our products are considered ‘personal’ products.
We’ll refund the full cost of the product, minus the shipping costs.
Details of how to contact us in the first instance are on our contact page.
What if the product I ordered is damaged or faulty?
If your goods arrive in a damaged or faulty state, we are happy to provide
a full refund or replacement within 14 days of the receipt of your goods.
Please check your goods as soon as they arrive, and if there should be a
problem, please email or telephone us, giving the order number and
details of the problem, along with a photo of the goods with the reason
for the return. We will get back to you within 7 days.
Our products are classed as ‘personal’ products, so we will only offer a
refund or replacement if the goods are faulty or damaged in transit.
We will ask you to return the goods to us, at our expense, in their
You will always receive email confirmation about your refund/replacement
for your records.
We can offer you a refund or replacement:
• Within 14 days of receipt of the product if you are not satisfied with
the product. The product must be returned, unused and unopened,
in its original packaging.
• If your product is damaged or defective in any way
• If your product has been damaged in the post
• If your product has not been received within 21 days from the date
we sent it to you
• If you have received an incorrect product
Sorry, we can’t offer you a refund or replacement if:
• You simply change your mind
• You have already used the product (unless it is faulty). This is
because our products are classed as ‘personal’ and, because of
hygiene reasons, we would be unable to resell it.
Please note: if we offer a refund, it will be via your original payment
method. We do not offer cash refunds.
What about the return postage?
If the goods are faulty, damaged or defective in any way, we will pay for
the return postage, after we have seen proof, either by photographic
evidence or by seeing the damage for ourselves upon return, with your
What if I want to cancel my order?
If you want to cancel your order, please contact us straight away. If the
order has not yet been shipped, we will give you an immediate refund.
If the order has been shipped, we will refund as soon as we have received
the goods back, in their original packaging, unopened and
undamaged, and the goods have been checked.
Who pays for the return postage if I cancel my order and it has
already been shipped?
If you are not 100% satisfied with your purchase, or if you cancel an
order that has already been shipped, simply send it back to us within 14
days and we’ll refund the full cost of the item, minus the shipping costs.
We do not accept any returns after 45 days from the date of
receipt of your goods.