Exchange and Refund Policy

We take great pride in our reputation for quality. Please see our Exchange and Refund Policy detailed below.

Can I Exchange For a Different Style?

We offer an exchange for a store credit for items in cases where you are unhappy with the item/s that you received, provided that you meet the following criteria,

  • The item(s) are returned in saleable condition, in their original packaging and with all tags still intact;
  • The item(s) have not been worn, damaged or washed;
  • We are notified within 48 hours of you receiving your order;
  • The item(s) must be shipped back to us within 7 days from the date of delivery or they will not be accepted;
  • Return shipping must be by a traceable method to ensure safe and documented delivery. True hair by Ese takes no responsibility for missing incoming deliveries.
  • Purchases made with a discount/sale code will not be eligible for any exchange or return.

Shipping costs for all exchanges and returns are the customer’s responsibility.

Shipping costs are non-refundable or eligible for store credit

How Can I Contact True Hair By Ese To Exchange an Item?

Please fill out our Exchange Request Form.

When Will I Receive My Exchange?

When we receive your item(s) we will send you an email confirmation. Your exchange will then be processed and you will receive your store credit code. True hair by Ese will send you email notification when your store credit is activated.

How Do I Use My Store Credit?

Store credit codes can be entered at the checkout as a discount code. Store credits must be used within 6 months from the date of issue.

Store credit codes can only be used once, remaining sum will be discarded if not used.

Credit codes cannot be applied in conjunction with another code. Our system does not allow customers to apply a store credit code together with a discount promotion code.

Store credit is considered a payment method and can only be used for purchasing merchandise and cannot be applied to shipping costs.

Can I Get a Refund on my Order?

We take great pride in our reputation for quality. Please contact us if you have any issues with your order and we can work out a solution case by case. Exception: If an order is received with any faulty item(s) and this item is no longer available we will provide a store credit or refund upon receiving the faulty item(s).

I Received a Faulty Item

Goods are inspected before packaging to ensure they are in excellent condition. Products are packaged carefully to ensure minimal chance of damage during transit. If you receive a damaged or defective item please fill out our Exchange Request Form immediately and attach photos showcasing the damage.

I Received the Wrong Order

We apologize if you receive the wrong order. Please fill out our Exchange Request Form immediately so we can resolve this issue for you.

How is my Order Delivered?

True hair uses a range of courier companies depending on where you are located. All of the companies we use require a signature upon delivery.

* International shipments may be subject to import taxes, duties and custom fees, which are levied once your package reaches the country of destination and are the responsibility of the recipient.

* Please Note: We will not be responsible for failed delivery due to no one being available to accept the parcel upon delivery, loss of parcel during transit or change of address causing a failed delivery.

Orders cannot be cancelled after 24 hours