Shipping & Delivery Policy
Last updated: September 2026
1. Processing time
All Renstouch hair is made to order. Please allow up to 7 working days for your order to be prepared and dispatched. Working days are Monday to Friday, excluding UK public holidays.
Your estimated delivery date is shown at checkout and already includes this processing time. We will email you your tracking details as soon as your order is on its way.
2. UK delivery
- UK orders are sent by Royal Mail Special Delivery, tracked and signed for.
- Special Delivery is guaranteed by 1pm the next working day after dispatch.
- Delivery costs £7. Orders over £200 get free delivery.
- A signature is needed on delivery. If no one is in, Royal Mail will leave a card and arrange redelivery or collection.
3. International delivery
- We ship internationally, including to the United States and Europe, using tracked couriers such as DHL Express and FedEx.
- Delivery options, prices and estimated delivery dates for your country are shown at checkout.
- Where available, duties and taxes are calculated at checkout so there are no surprise charges on delivery. Otherwise, any import charges are paid by the customer.
- International delivery times are estimates and can be affected by customs.
4. Collection at your appointment
If you have a confirmed Renstouch appointment, you can choose Pick up in store at checkout and collect your hair at your appointment. Please only choose this if your appointment is already booked.
5. Changes and cancellations
- You can cancel any time before your order is dispatched for a full refund, including delivery. Just email us with your order number.
- If you would like to change the length, colour or quantity, please let us know as soon as possible so we can update your order before it goes into production.
- Custom pieces made to your own specifications (for example, a wig built to your measurements) cannot be cancelled or changed once we have started making them.
- After delivery, your rights to cancel and return are set out in our Returns & Refunds Policy.
6. Late, lost or damaged parcels
If your parcel has not arrived by the expected date, please check your tracking link first. If you still need help, or your parcel arrives damaged, email heyren@renstouch.co.uk with your order number and we will sort it out with the courier. Royal Mail Special Delivery includes compensation cover of up to £750, which we will claim on your behalf where eligible.
7. Faulty or incorrect items
If your order arrives faulty or you have been sent the wrong item, please contact us as soon as possible with your order number and clear photos. We will put it right. Full details are in our Returns & Refunds Policy.
8. Returns
For hygiene reasons, hair that has been opened cannot be returned unless it is faulty. Unopened items in their original sealed packaging can be returned within 14 days of delivery. See our Returns & Refunds Policy for how to return an item.
9. Contact
Email: heyren@renstouch.co.uk
