Returns & Refunds Policy
Last updated: September 2026
At Atalia, we want you to feel confident in every purchase you make with us.
We carefully prepare and package our products before they leave us. However, we understand that sometimes a product may not be right for you or that something may go wrong with an order.
This policy explains how returns, exchanges and refunds work when shopping with Atalia.
Your statutory consumer rights are not affected by this policy.
1. Change of Mind
If you purchase a product online and simply change your mind, you may have a legal right to cancel your order within the applicable cancellation period under UK consumer law.
Where a cancellation or return is permitted, the product must generally be returned in an appropriate condition.
For hair and wig products, this means the item should remain unused, unworn and unaltered, unless the issue relates to a fault or another circumstance covered by your statutory rights.
We strongly recommend that you inspect your purchase carefully without wearing, altering, washing, cutting, bleaching, colouring or otherwise treating the product if you are considering returning it.
2. Hair & Wig Returns
Due to the nature of our products, we need to maintain appropriate hygiene standards.
Unless otherwise required by law, hair and wig products should be returned:
Unworn.
Unwashed.
Unaltered.
Free from makeup, oils, perfume and other products.
With lace intact where applicable.
Without cutting, bleaching, colouring or otherwise altering the hair.
In their original condition and packaging where reasonably possible.
With any included tags, accessories or protective materials where applicable.
Once a wig or hair product has been worn, installed, cut, washed, dyed, bleached or otherwise altered, it may no longer be suitable for a change-of-mind return.
This does not affect your legal rights where a product is faulty, damaged, incorrectly described or otherwise does not meet the requirements of applicable consumer law.
3. Beauty & Hygiene Products
Certain beauty and personal-care products may not be eligible for return once their protective seal or hygiene packaging has been opened where this is permitted by law.
This may include products such as:
Beauty products.
Personal-care products.
Products supplied in sealed packaging.
Items where opening the packaging makes them unsuitable for resale for hygiene reasons.
If you are unsure whether a product can be returned, please contact us before opening or using it.
Your statutory rights remain unaffected.
4. Faulty or Damaged Products
If you believe your product is faulty, damaged or not as described, please contact us as soon as possible.
Please email:
orders@theatalia.com
Include:
Your order number.
A description of the issue.
Photographs or videos where appropriate.
Photographs of the packaging if the item arrived damaged.
We may ask for additional information so that we can properly assess the issue.
Where a product is confirmed to be faulty, damaged before delivery, incorrectly supplied or otherwise does not meet your statutory rights, we will provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances, this may include:
A replacement.
A repair where appropriate.
A partial refund.
A full refund.
5. Incorrect Item Received
If you receive an item that is different from what you ordered, please contact us as soon as possible.
Please do not use, wash, alter or install the item while the issue is being investigated.
We will review the order and work with you to arrange an appropriate solution.
Where the incorrect item was sent due to an error by Atelia, we will arrange the appropriate return or replacement process and cover any reasonable return costs where required.
6. Items Missing From an Order
If your order arrives and an item appears to be missing, please contact us at:
orders@theatalia.com
Please provide your order number and details of the missing item.
We will review the order and shipping information and contact the relevant delivery provider where necessary.
7. Return Process
Before sending a product back to Atelia, please contact us at orders@theatalia.com.
Please include your order number and explain why you would like to return the product.
We will provide the relevant return instructions where a return is applicable.
Please do not send products to an address obtained from an old order, third-party website or social-media message unless Atelia has specifically instructed you to do so.
Returns sent without the required information may take longer to process.
8. Return Condition
Customers are responsible for taking reasonable care of products while they are in their possession.
If you are returning an item because you have changed your mind, the item should be handled only as much as necessary to establish its nature, characteristics and functionality.
For example, a customer may inspect a wig in the same way they would reasonably inspect it in a shop, but should not wear, install, wash, cut or alter it if they intend to return it.
Where a product has been unnecessarily handled beyond what is reasonably required to inspect it, any reduction in value may be considered where permitted by law.
This does not apply where the product is being returned because it is faulty or otherwise does not conform to the customer's legal rights.
9. Return Shipping Costs
Where a customer is returning an item because they have changed their mind, the customer may be responsible for the return delivery cost where permitted by applicable law.
Where the product is faulty, damaged, incorrect or otherwise requires a remedy from Atelia, we will handle return costs in accordance with applicable consumer law and the circumstances of the case.
We strongly recommend using a tracked delivery service when returning a product.
Atelia cannot be responsible for a return parcel that is lost in transit where the customer has chosen to arrange the return themselves and cannot provide evidence of postage or delivery.
10. Refunds
Once your return has been received and assessed, we will notify you of the outcome.
Where a refund is approved, it will normally be made using the same payment method used for the original purchase, unless another arrangement is agreed or required by law.
Refund processing times may depend on the payment provider or financial institution.
Atelia cannot control the exact time it takes for a bank or payment provider to make the refunded funds available.
Where required by applicable consumer law, refunds will be provided within the relevant legal timeframe.
11. Partial Refunds
In certain circumstances, a partial refund may be appropriate rather than a full refund.
This may apply where:
A product has a minor issue that does not justify a full return.
The customer agrees to keep the product at a reduced price.
Only part of a multi-item order is affected.
Another circumstance makes a partial refund an appropriate remedy.
Any partial refund will be discussed with the customer where appropriate.
Nothing in this section limits a customer's statutory rights.
12. Exchanges
Where possible, Atalia may offer an exchange for an alternative product.
Exchanges are subject to availability.
If the requested replacement is unavailable, we may offer another appropriate remedy, including a refund where applicable.
Some products may not be eligible for exchange due to their nature or hygiene requirements.
13. Custom & Personalised Products
As Atalia grows, we may introduce customised wigs and other personalised products.
Because customised products may be created specifically according to a customer's individual requirements, different cancellation and return rules may apply where permitted by law.
Before a customised order is confirmed, Atalia will provide the customer with relevant information about:
The customisation requested.
The expected processing time.
The price.
Any applicable cancellation or return conditions.
Nothing in this section affects statutory rights relating to faulty or incorrectly supplied products.
14. Pre-Orders
Pre-order products may have longer processing and delivery times.
The expected timeframe will be communicated on the relevant product page wherever possible.
If circumstances change significantly and Atelia is unable to fulfil a pre-order, we will contact the customer and provide an appropriate resolution.
Where an order is cancelled because Atelia cannot fulfil it, the customer will receive a refund for the affected order or item.
15. Sale & Promotional Items
Products purchased during sales or promotional periods remain subject to the same applicable consumer rights as full-price products.
A discounted price does not remove a customer's statutory rights.
Additional promotional conditions may apply where clearly stated at the time of purchase.
16. Gift Cards & Vouchers
If Atalia introduces gift cards or vouchers, separate terms may apply.
Any applicable refund, expiry and redemption conditions will be clearly communicated when the gift card or voucher is purchased.
17. International Returns
Customers outside the United Kingdom may be responsible for certain return delivery arrangements and costs where permitted by applicable law.
International returns may also be affected by customs requirements.
Before sending an international return, please contact orders@theatalia.com for instructions.
Customers should not send international returns without first following the applicable return process.
18. If You Have a Problem With Your Order
We want to resolve problems fairly and efficiently.
If you are unhappy with an order or believe something has gone wrong, please contact us rather than immediately returning the product.
Order enquiries
orders@theatalia.com
Please include your order number and relevant details.
General enquiries
hello@theatalia.com
You can also contact Atelia through our official social-media channels.
We will always aim to communicate clearly and work with customers to find an appropriate solution.
19. Your Statutory Rights
Nothing in this Returns & Refunds Policy is intended to remove, restrict or replace any legal rights you have as a consumer.
Depending on where you live and the circumstances of your purchase, you may have legal rights relating to cancellation, refunds, faulty goods, goods that are not as described and other consumer protections.
If applicable law provides you with rights that are more favourable than the terms described in this policy, those legal rights will apply.
Atalia
Beauty with purpose.
We want every Atalia order to feel considered from the moment you place it to the moment it arrives.
If something isn't right, we're here to help.