When making a request you undertake that all details you provide to us requesting goods or services are true and accurate, that you are an authorized user of the credit or debit card used to make your request and that there are sufficient funds to cover the cost of the goods and services. It is your responsibility to inform us of any changes to these details as soon as possible.
Customers are welcome to register their details from any country within and outside of the EU as long as they have a valid shipping address and payment details.
All of our prices are sold in GBP and any further conversions based on the amended currency from the website, will be made by the customers bank. All prices are inclusive of VAT.
All of our items bought, are delivered with an invoice which shows the breakdown including VAT. All items are inclusive of VAT unless delivered directly to a country that does not pay VAT. The invoice provided within the parcel will allow customers to claim this at a later date themselves if they live outside of the EU, we do not deduct this fee or provide any further details apart from the invoice. Ibeji.co.uk does not operate in the VAT Retail Export Scheme that offers Tax Free Shopping to all customers and businesses within and outside of the EU. More details in relation to this can be found Here or the link below:
We hold the right to accept or reject any parcels placed within 48hours of placing an order.We offer our customers the right exchange/refund for their purchases from ibeji.co.uk with 14 days from the date the parcel was received only. We suggest that you send them back to us via a courrier/post office – if you receive a faulty item please contact us before you send the item back via our customer service contact channels.
No cancellation policy
You have the right to cancel an order within a maximum time of 4 hours of placing the order, however once an order is placed we cannot guarantee that we can process any amendments to the order which includes cancellation. All amendments have to be done within this time via telephone or email stating every detail of the order including the name, order number and amendment details. If your order has already been processed you will be unable to amend your order. If your order has already been dispatched, you are welcome to return the Products to us in accordance with our Returns Policy. At no time before an order has been returned to us can we cancel an order or process any refund.
Our returns policy for a full refund or exchange within 14 days from the date an order was received. There is a maximum of 30 days to identify faulty items. All items returns must be in their original packaging (Hair boxes/clear plastic etc) and have labels/tags intact. All items returned within this time are welcome to receive a refund or exchange if available upon receipt of the parcel. All exchange requests must be clearly stated on a cover note within the package. The details must include the model number, size and colour of the item. You are welcome to provide us with more than one option for exchange as the exchange will be processed subject to availability. We cannot guarantee that any exchange requests not stated on a note within the parcel or sent after the package is returned will be processed. All returns sent back without any instructions or with unclear exchange requests will automatically be issued a refund. We are not obliged to contact any customer to obtain refund/exchange instructions. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method with a proof of signature (recommended).
Refunds made for returned/damaged/missing items can include the part of the original postage and packaging. If you return every item from your order within the set time you will be refunded your full P&P placed from the original order. If only some of the items are returned then part of your P&P will be refunded. If an exchange item is returned for a refund you will not be refunded all of your original postage but just the money for the item- refunds can be rejected at this time and we have the right to issue an exchange only for exchanges. Please allow up to 3-5 working days for your refund/exchange to be processed from the day you return the goods to us.
Customers are responsible to send items back to us if they do not suit their requirements this includes items that do not fit, not suitable, wrong colour incorrect sizing, not same as on the website, Customers must cover the full postage cost to return items back to us which will be confirmed via email on receipt and processed accordingly. (Parcel must be sent back via post only- we do not accept returns in person to the warehouse. All parcels returned in person not via the postal service can be rejected/returned to sender/not processed). If an exchange is requested we will send the exchange item to them free of charge. A valid postage receipt must be provided in case of any parcels lost in transit. Any non-delivery cases will not be valid without this receipt which includes with us Royal Mail or any other courier service used.
You may use the original packaging if you still have them. If not please pack your items securely in any packaging material suitable. Parcel can be rejected if parcels are returned damaged due to unsecure packaging.
Full valid details must be placed within each returning package in order to be processed correctly. Parcels can be held by the returns department and not processed if the parcels received cannot be identified by the details provided within the package. All returning request for a refund/exchange will be processed upon the receipt of your returning parcel/packet from which our processing times of returning parcels is between 3- 5 working days. We do not have any retail stores to purchase or return items to.
If a parcel is undelivered to a UK address after 14-21 days from the dispatch date we will be able to issue a refund after an investigation has taken place. Under no circumstance can we declare a parcel as lost until a full investigation with the warehouse/courier company/returns department has taken place. If any of our (delivery) prices change we reserve the right to cancel an order