How can we help?

FAQ

About Us

Is there a shop front where you can try on wigs?

We currently do not have a store front, MH is based exclusively online.

Where is Milk & Honey based?

Our office is based in Taren Point - Sydney, Australia.

What are your opening Hours / Days?

We are open Monday - Thursday 9AM to 5PM & Friday 9AM to 2PM. 
We are closed Weekends & Public Holidays. 
We are also closed across the Christmas & New Year break, dispatch of orders during this time will continue at a slower rate. Please keep an eye out for our Christmas order cut off announcements leading up to the holiday season to ensure you get your goodies in time. 

How long does it take to receive a response to my email?

Please allow 48 hours for us to respond to any emails, we do our best to get back to all Inquiries ASAP.

Where are MH products made?

At MH we create items that help our customers look and feel amazing.

Some items are custom made in our warehouse in Taren Point NSW, and others are sourced internationally to provide a wide range of products to suit each customers needs and budget.

Ordering

Can I change my order?

Please contact milkandhoneyaus@gmail.com immediately with your order number and the changes you'd like to make to your order. Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Do you offer Promo Codes?

Yes we do! All first time customers are welcome to use our welcome code HEYHONEY for $15 OFF.

We also offer seasonal discounts codes and VIP discounts to our mailing list. Register your email to be the first to know when we have SALES.

Please note: Our website only allows one discount code to be used per order. This includes store credit codes.

What is included with my Order?

All wig orders come with a complimentary Silk Care Bag + 1 x Luxe Wig Cap.

Human Hair wigs also ship with a MH Luxe Gift Box.

All human hair extensions come with a Silk Care Bag + Gift Box for easy storage.

Are there delays during sale period?

We do our best to ship items within the advertised timeframe, however on some occasions we may need to bring in more stock from our warehouse depending on the volume of orders we are accommodating at the time. If your order is urgent, please contact us via email so we can get your items out as a priority. During sale period, please note we do not have all items on hand for immediate shipment - some products will be stored in a third party warehouse which can incur delays.  Launch & Sale Periods: Due to the high volume of orders at launches and sales, processing and shipping times may be slightly delayed. Our team are working hard to make sure you get your Milk & Honey products as soon as possible. However, some situations are out of our control when it comes to lockdown and delays due to those restrictions. YOUR CONFIRMATION OF ANY ORDER INDICATES YOUR ACCEPTANCE OF OUR TERMS AND CONDITIONS OF SUPPLY.

Free bundles & gifts during Sale Period.

Congratulations on unlocking your Free Gift!

During this time we are processing high volume of orders and product gifting.

Due to the gifting app being a third party add on to our Shopify store, we are unable to connect accurate inventory to this system.

Therefor depending on our stock levels at the time of your order, we may need to substitute and/or remove bundle accessories and/or gifted products based on available inventory.

Your packing slip will indicate if there have been any changes to your expected gifts.

What does “Back Order” mean?

Back Order items are products that have currently sold out at our warehouse but will be restocked shortly.

These products have a restock timeframe of 2-3 weeks.

If you have purchased a combination of instock and back order items, your order will be shipped when all products become available.

Marketplace Returns.

Any items purchased from the "marketplace'" are shipped direct to you from the supplier. These sales are final and can not be returned for refund or store credit.

Shipping, Returns & Exchanges

What is the Returns Policy?

We hope you love your new MH product. However if the item is not suitable you are welcome to send the product back, as long as it is in it's original condition.

A store credit will be offered on all discounted items, and the option for a refund will be offered on all full price purchases.

If an item is faulty, please send images of the fault to hello@mhwigs.com.au as soon as the item is received. The item will then be returned to us and inspected by our team.

On the rare occasion that your item is deemed faulty - a Repair, Replacement or Refund will be offered in compliance with Australian Consumer Law.

You can find our full Returns & Exchange policy here >> https://mhwigs.com.au/pages/returns-exchanges 

How long does shipping take?

Shipping times may vary depending on sale period and holidays,
however, we do ship orders every day (MON - FRI) to ensure you have your
order as soon as possible. Within Australia, with our express shipping
option you can have your wig in 1-3 working days. Standard shipping can
take 3-7 working days.

INT Shipping can take up to 3-5 days for Express DHL.

** Please Note ** Due to delays with our courier services, there may be delays with some parcels. Unfortunately on occasion, there can be loss or damage to items in transit. These situations are out of our control, however we will do our best to assist you with finding a resolution.

Does my order come with shipping insurance?

No. Your order does not automatically come with shipping insurance. If you would like to insure your package, you can do so here >> https://mhwigs.com.au/products/shipping-insurance

Customers are eligible to exchange items purchased during the "Buy 1 Get 1 Free" promotion, subject to the terms outlined below:

- To be eligible for an exchange, both the purchased item and the free item must be returned together.

- Both items must be returned in unworn / original condition, with all associated packaging.

- Customers wishing to return or exchange items must contact our customer service within 14 days of receiving the order.

- Upon approval, customers will receive instructions on how to return the items. The return shipping cost is the responsibility of the customer.

Please note that no refunds will be issued for items purchased on sale ( during the B1G1 FREE sale. )

By initiating an exchange, customers acknowledge and agree to comply with these terms. Milk & Honey reserves the right to interpret and enforce these rules as needed, and its decisions are final.

Human Hair Orders

How long does it take for Human Hair items to ship?

All Milk & Honey Human Hair products are custom made to order. This process usually takes between 14-20 business days. We do our best to have the items to you ASAP. Each item is handmade with love, which takes time to perfect and pass our quality standards.

What causes delays with Human Hair items?

Quality will always remain of paramount importance for us when it comes to our products.

Each human hair item is handmade to order - this process takes time and will depend on how many items we are making at any given time.

We understand and appreciate customers would like their orders as soon as possible and we do our best to complete each item in a timely manner. However, there are instances were we may need to - a) source additional hair materials that meet our quality standards. b) allow extra time for any requested customization. c) have items inspected by management prior to shipment for quality control purposes.

If you are experiencing a delay with your human hair order, please contact us for an ETA and will ensure your item is prioritised by our production team.

What does 'SAMPLE' mean?

A human hair sample is an item that is available for purchase that will be un-styled raw hair ONLY.

This sort of product is perfect for customization on the customers end.

Please note that SAMPLE human hair wigs are hair only, and are subject to slight variations in length ** up to 2 inches **

SAMPLE sales are final and are not eligible for return.

Can I request customisations for wigs that are on sale?

We understand that everyone has different ideas when it comes to their dream wig and we are here to help.

If you purchase a human hair wig on sale and would like to have it customised, there will be an additional fee of $250 AUD added to the order which covers the additional customisation requirements.

This updated policy applies to all customisation requests starting October 15th 2023.

What is the processing time for Human Hair Wigs during SALE?

During sale periods, we experience a peak in demand, necessitating additional processing time. Each human hair item is mad to order, and the surge in sales during this period has resulted in a higher volume of items being processed.

While the sale presents an opportune moment to acquire the wig you have been considering, it is essential to be mindful that the enhanced affordability also entails a longer processing and delivery timeframe. Your understanding and patience during this busy period are greatly appreciated.

What is shedding?

If you notice some shedding with your wig, don't worry—it's a normal part of the process, especially with new wigs. Shedding occurs when loose hairs detach from the wig during handling, styling, or washing. Knowing this can help set realistic expectations and guide you in caring for your wig properly.

It is important to note that "shedding" is a normal part of wearing wigs. This is not a fault or manufacturing issue unless the shedding results in significant loss resulting in patching or bald spots. In which case a repair, replacement or refund may be offered.

Wig Questions

Can I use heat to tools on my synthetic wig?

You can use heat like your normally would on your own hair on any human
hair wig,  Our synthetic wigs and ponytails are heat proof up to 150°C
so make sure your heat setting is at that or below.

Do you have wig hair care products?

Yes! Our BORN AGAIN Wig Hair Care was specially formulated for synthetic and human hair wigs.

You can shop the range here >> https://mhwigs.com.au/collections/born-again-wig-haircare

What cap size do your synthetic wigs come in?

All Synthetic Wigs come with a 'standard' or 'regular' adjustable cap size. 

However, our Human Hair range has the option to customize the cap to suit your needs. 

You can see specifications for cap size here >> https://mhwigs.com.au/pages/cap-size

Will my synthetic wig come with baby hairs?

Each individual style will have different specifications - refer to the product description from more information.

*Please note; our product images will display items styled onto a mannequin.

Upon receiving your item, you will need to style the hairline / baby hairs to your personal preference.

How do I cut the lace and install my lace front wig?

Cutting lace is quite easy. Before cutting the lace you need to
decide whether you want to apply tape/glue the wig or not. We cut the
lace quite close to the hairline, but not too close - leave about a cm.
The lace is made to blend in with your skin, if it isn't a 100% match
use makeup to colour correct. 

Watch an easy to follow tutorial via our Youtube channel >> https://www.youtube.com/watch?v=shj4XDiJyX8

What's the difference between human hair and synthetic hair?

Our human hair wigs are made with real Brazilian human hair and our synthetic wigs are made with synthetic fibre.

How long do your wigs last?

We have some customers wearing our wigs for up to a year after purchasing.

With the right care, and a little love, your wig can last you a very long time!

Is the hair good quality?

Our products are amazing quality. We hate to brag but once you
try our synthetic wigs, you'll probably forget they are synthetic. You
can also use heat as you like up to 180 degrees (Celsius) and style as
you wish. The hair will not matte with the right care, and will last you
a long time too.

Our human hair wigs are amazing quality too, they are made with Brazilian Human hair. 

Can there be variations between batches?

Yes. We produce each style in batches through the year, do to the delicate nature of wig creation - there can be slight variations between batches. These variations include - tone, fringe length and texture.

If you are trying to match a style from a specific batch, please contact us and we will do our best to accommodate this for you.

ABN 51 642 856 522

Get in touch

Have questions about your order, or a general enquiry?