faq’s
FAQ’s
Do you ship Internationally?
Yes we do!
International shipping times may vary based on the destination and customs procedures.
When will my order be processed?
After placing your order, you will receive an email confirmation with your order details. After you have received your order confirmation, your order processing timeline begins!
If you do not receive this email, please check your spam folder or contact our customer service.
How can I track my order?
Once your order has finished processing and is shipped, you will receive a shipping confirmation email with a tracking number.
You can track your package using the link provided in the email or through our website.
I put in the wrong address, can I change my delivery?
Please ensure that your shipping address is correct when placing your order. We are not responsible for orders shipped to an incorrect address provided by the customer.
If you notice an error in your shipping address, contact our customer service immediately. After shipping an order, we cannot change the delivery address.
processing + shipping
YOUR CONFIRMATION OF ANY ORDER PLACED WITH NAANI UDO HB INDICATES YOUR FULL ACCEPTANCE, KNOWLEDGE OF AND COMPLIANCE WITH THE TERMS AND CONDITIONS LISTED BELOW
1.0: ORDER PROCESSING POLICY
Order Confirmation:
- After placing your order, you will receive an email confirmation with your order details.
- If you do not receive this email, please check your spam folder or contact our customer service
If you have ordered multiple products, please refer to the item with the longest processing time frame, as we ship orders in their entirety and not in parts to limit our economic impact to the environment as much as possible.
1.1: Ready to Ship Wigs, Hair Care and Accessories
Once you have placed your order for this item (as it is a Ready To Ship Item), please wait up to 48 hours for your order to process and then ship from our processing unit in the UK.
1.2: Bundles, Lace Closures and Frontals, Tape-ins and Clip-ins
Once you have placed your order, the processing time for bundles and lace is 7-10 business days, after which your hair is then shipped from our processing unit in the UK, and the tracking number updated.
1.3: Custom “PREORDER” Raw Wigs
Due to the custom nature of these products, once you have placed your order, the processing time for “pre-order” wigs is 13-16 business days, after which your completed wig is then shipped from our processing unit in the UK, and the tracking number updated.
If you have ordered multiple products, please refer to the item with the longest processing time frame, as we ship orders in their entirety and not in parts to limit our economic impact to the environment as much as possible.
In adherence to UK legislation, due to the custom nature of these products, no refund is available to be offered.
1.4: Custom “READYTOSHIP” Raw Wigs
Once you have placed your order for this item (as it is a Ready To Ship Item), please wait up to 48 hours for your order to process and then ship from our processing unit in the UK.
In adherence to UK legislation, due to the custom nature of these products, no refund is available to be offered.
1.5: Extended Processing Times in Times of High Volume Sales
PLEASE NOTE: During extremely high sales periods (due to the volume of orders being processed) there may be an delay in processing times. If this is the case, you will be notified and kept informed about the status of your order.
2.0: SHIPPING POLICY
These are the approximate delivery times based on your location:
- Domestic (UK): 3-5 Business Days
- EU: 3-5 Business Days
- International: 5-10 Business Days
Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can track your package using the link provided in the email or through our website; please allow up to 48 hours for the shipping courier to update tracking numbers.
Once your order is shipped we cannot modify it. This means, we cannot change the delivery address, shipping method or item(s) within the order. Once your order has been shipped, and is in the possession of the courier, as your order is now in the possession of the courier, Naani Udo Studio holds no responsibility from this point.
2.1: International Shipping
- Customers are responsible for any customs duties, taxes, or additional fees required by their country
3.0: DELIVERY ISSUES
3.1: Incorrect Address
Please ensure that your shipping address is correct when placing your order. We are not responsible for orders shipped to an incorrect address provided by the customer.
We do not replace or refund orders that are unable to be delivered due to incorrect or incomplete addresses.
If you notice an error in your shipping address, contact our customer service immediately. Once orders are shipped, we cannot change the delivery address.
3.2: Lost or Damaged Packages
Once your order is shipped, we no longer have control over the delivery. If you believe your package is lost, stolen, damaged ornmissing we recommend opening a claim with the shipping courier.
We do not issue refunds to orders that are scanned "Delivered". If your tracking is showing your package was delivered but you have not received it, we suggest contacting your local post office and opening a claim.
3.3: Delivery Delays
While we strive to meet our shipping estimates, unforeseen circumstances such as weather, holidays, and carrier delays may impact delivery times.
We are not responsible for delays caused by the shipping carrier or customs clearance.
returns + exchanges
YOUR CONFIRMATION OF ANY ORDER PLACED WITH NAANI UDO STUDIO INDICATES YOUR FULL ACCEPTANCE, KNOWLEDGE OF AND COMPLIANCE WITH THE TERMS AND CONDITIONS LISTED BELOW
2.0 Refunds
AT NAANI UDO STUDIO, WE TAKE PRIDE IN THE QUALITY AND INTEGRITY OF ALL OUR PRODUCTS. DUE TO THE NATURE OF OUR PRODUCTS AND FOR HYGIENE REASONS, WE HAVE A STRICT NO REFUND POLICY. Naani Udo Studio reserves the right as a business that offers custom and bespoke products to put forward this policy, as detailed under The Consumer Rights Act 2015.
We do not offer refunds in the following scenarios;
- If a customer has changed their mind
- If a customer has chosen an incorrect size of wig cap for their wig
- If processing times are extended due to High Sales Periods
- If a customer attempts to cancel an order after the cancellation period (detailed in Section 2.2)
- If a customer attempts to return a 'Sale' item; ALL SALE ITEMS ARE FINAL SALE
- If a customer has used, worn or altered (e.g. opened the product, cut the lace, bleached the hair, etc) the product.
In the event that a refund has been agreed between Naani Udo Studio and the customer, the refund will be issued back to customer via your original payment method. Please note that your financial institution may take up to 10-12 working days to process the funds back to your account.
2.1 Exchanges and Returns
All hair products (Custom wigs, Ready to Ship 'Wig Drop' wigs, Tape-Ins, Clip-Ins, Bundles and Lace Closures/Frontals) are all strictly non returnable and non refundable due to hygiene reasons and the nature of these products. Naani Udo HB reserves our right as a business that offers custom and bespoke products to put forward this policy, as detailed under The Consumer Rights Act 2015.
However, in the event that you receive a product with a fault or receive the wrong item, and the item is in its original, unused and unaltered state, we are happy to offer an exchange. You will have 7 days after receiving your order to contact us, address any faults with your order and provide proof of whatever problem you are having.
Please ensure that the item you are returning is in its original state and in its original packaging.
In the event you need to make a return, we do not cover return shipping costs. We will however issue a return label that will be deducted from your refund. We are not liable for packages that are lost in the mail, and can only proceed with returns or exchanges once we have received the item being returned.
2.2 Cancellations
For each order placed with Naani Udo Studio, there is a grace period for cancellations of 24hrs. If you decide to cancel your order, we will strive to ensure your money is returned back as soon as possible. Please note that your financial institution may take up to 10-12 working days to process the funds back to your account.