Returns & Exchanges

We hope you love your new Milk & Honey product, but if for some reason the item is unsuitable we accept returns under the following conditions:

RETURNS TERMS

  • Clearance items or products discounted with a promo code are not eligible for Refund. Only Store Credit - No Exceptions.

  • Items bought with a discount code will be issued a store credit to repurchase the desired item, we do not allow a further discount code to be used when repurchasing.
  • Please include your order number or order confirmation when shipping the item back.
  • In the unlikely case their is a fault with your item. Please contact our customer service team at milkandhoneyaus@gmail.com
  • The items are un-worn and their original condition with lace in tact.
  • Products must be returned in their original product packaging.
  • The items have been received by the customer within 14 days.
  • You have an invoice/order number and have contacted us prior to return shipping to create a Return Authority.
  • Return shipping costs is at the customers expense.
    HUMAN HAIR RETURNS / CANCELATIONS **
    All Human Hair units are custom made to order (ponytails, clip ins, wigs etc) this takes between 14-20 business days - however please allow additional processing time in the instance we experience unforeseen delays or complications.
      If you no longer want the item - or cancel the order outside of a 24hr window, there will be a 20% deduction from your refund. This is to cover the hours spent working on your human hair product. 
        PLEASE NOTE THAT CUSTOM ORDERS CANNOT BE RETURNED OR REFUNDED.
          COLOUR DISCLAIMER: PLEASE NOTE THAT THE COLOUR OF YOUR UNIT MAY VARY, DESPITE EVERY EFFORT TO PROVIDE ACCURATE IMAGES OF EACH UNIT, PHONES AND COMPUTER SCREENS CANNOT BE RELIED UPON TO ACCURATELY REPRESENT COLOURS.
          If your item meets the conditions, you may be eligible for a credit or a refund, refunds will be returned via your original payment method and cannot be transferred onto another payment method.
          All discounted items - from the clearance section, product samples / items purchased during sale periods or with discount codes ( EXAMPLE: EOFY, Black Friday, Flash Sale ) are final and we will not be accepting any returns for refund - unless the item is faulty ( in which case we will review the product upon return, and determine if the item is eligible for a refund / replacement / or repair ). 
           
          FAULTY 
          IN THE UNLIKELY CASE THAT YOU DO RECEIVE A PRODUCT WITH A FAULT, WE ARE HAPPY TO EXCHANGE OR REFUND.
          Items that have been damaged in transit are eligible for an exchange or refund.
          A solution will be provided once the item is received back and inspected by Milk & Honey.
           
          CREDIT CODES
          Store Credit codes can not be used in conjunction with any one off or promotional codes via our website. Shopify will only allow one code to be used at a time.
          However, you can use your credit code during our store-wide mega sales which display the discount automatically in your cart. These sales happen 3-4 times per year.
           
          PRE ORDERS
           Pre-order items are released for sale prior to the stock arriving into our warehouse, with an estimated shipping time.  We do everything we can to work with our manufacturer to deliver to you on time, however on occasion there are delays with stock being held.  These delays can be unfortunate but are out of our hands and are not grounds for cancellation or refund. 
           
          ** Sample / Clearance / Discounted items can not be customized, the cap size is STANDARD using TAN lace. Only items purchased at full retail price can request customization. 
          We endeavor to make all wigs to the same specifications, however we may trim your units length slightly for a healthy natural finish. Please allow a 2 inch variance between units. Sample items are made from sample materials and will have thinner ends ** 
          At M&H we make all Human Hair items custom to order, which takes time to perfect and meet our quality standards. Some items are made in Australia, and others are made overseas.
          Please keep your return tracking number for any returns, this may be needed to confirm your item has been received. 
           
          REFUNDS, CANCELLATIONS & CREDITS WILL BE PROCESSED WITHIN 14 BUSINESS DAYS AFTER WE HAVE RECEIVED AND APPROVED YOUR ITEM FOR RETURN.
          CONTACT
          For all inquiries regarding returns or refunds, please send an email to: 
          milkandhoneyaus@gmail.com
           

          RETURNS TERMS

          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.

          Do you offer Refunds?

          Yes! We offer full refunds on all full price orders that are returned within the 14 day returns window, and returned in original / unworn condition.

          Please note** All human hair refunds will incur a 20% fee deduction as these items are hand made to order.

          How do I organize a Return?

          If you would like to return your order, please email us a returns request to hello@mhwigs.com.au

          We will provide you with a Return Authority Number and Return Address.

          Please include your order number and/or order confirmation when shipping the item back - with your name and contact details clearly written on the product packaging.

          All returned items must be received on our end in unworn/ original condition, with lace intact, and the original packaging.

          Any soiled, stained, damaged or worn items will be returned to the customer at their expense.
          Do you offer Free Return Shipping Labels?

          We currently do not offer Free Returns.

          Return shipping is to be paid and organized from the customers end.

          Please hang on to your return tracking number so we can monitor the return and confirm its receipt.

          Can I return discounted and/or sale items?

          Clearance items or products discounted with a promo code are not eligible for Refund. Only Store Credit - No Exceptions.
          How long do I have to return an item?

          We offer a 14 day returns window.

          This time frame starts from the date your goods are delivered to your address.

          How long does it take to receive a refund?

          If your item meets the conditions, you will be eligible for a credit or a refund.

          Refunds will be returned via your original payment method and cannot be transferred onto another payment method.

          REFUNDS, CANCELLATIONS & CREDITS WILL BE PROCESSED WITHIN 14 BUSINESS DAYS AFTER WE HAVE RECEIVED AND APPROVED YOUR ITEM FOR RETURN.
          I purchase an item on sale, what options do I have?

          All discounted items - from the clearance section, product samples / items purchased during sale periods or with discount codes ( EXAMPLE: EOFY, Black Friday, Flash Sale ) are final and we will not be accepting any returns for refund - unless the item is faulty ( in which case we will review the product upon return, and determine if the item is eligible for a refund / replacement / or repair ).

          HUMAN HAIR REFUNDS & CANCELATIONS

          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, therefor these products are subject to delay.

          What happens if I change my mind or cancel an order?

          If you no longer wish to go ahead with your human hair purchase - or you would like to cancel the order outside of a 24hr window, there will be a 20% deduction from your refund. This is to cover the hours spent working on your human hair product. 
          Can I return a fully customized one off wig?

          Unfortunately, we do not accept fully customized items back as they are unable to return into our inventory and be resold.

          Please ensure you submit clear and precise colour and styling instructions for all custom units.

          We recommend also providing two or three " inspo " shots to ensure we match your vision.

          FAULTY

          My item was received with a fault or damaged during transit.

          IN THE UNLIKELY CASE THAT YOU DO RECEIVE A PRODUCT WITH A FAULT, WE ARE HAPPY TO EXCHANGE OR REFUND.

          Items that have been damaged in transit are eligible for an exchange or refund. A solution will be provided once the item is received back and inspected by Milk & Honey.
          How do I organize a return for a faulty item?

          If you receive an item that is faulty, please email us at hello@mhwigs.com.au with the following information:

          • Order Number
          • 2 Photos of the item showing the fault

          Our team will then provide you with a reply paid label to organize for the good(s) to come back to us.

          Colour Disclaimer

          Please keep in mind that the colour of your wig may vary, despite every effort to provide accurate images of each unit, phones and computer screens can not be replied upon to accurately represent specific shades under natural and/or studio lighting.

          PRE ORDER

          Pre-order items are released for sale prior to the stock arriving into our warehouse, with an estimated shipping time. 

          We do everything we can to work with our manufacturer to deliver to you on time, however on occasion there are delays with stock being held.

          These delays can be unfortunate but are out of our hands and are not grounds for cancellation or refund. 

          ABN 51 642 856 522