DIVINE LACESS

Hair Extensions & Wigs Store

www.divinelacess.com

Everything you need to know about DIVINE LACESS

1. Orders & Payments

Q: How do I place an order?

A: Simply browse our website at www.divinelacess.com, select your desired wig or hair extension, choose your size and style, and add it to your cart. Follow the checkout steps to complete your purchase securely.

Q: What payment methods do you accept?

A: We accept all major payment methods including:

•       Credit & Debit Cards (Visa, Mastercard, American Express)

•       PayPal

•       Apple Pay & Google Pay

•       Klarna (Buy Now, Pay Later — where available)

Q: Can I modify or cancel my order after placing it?

A: We process orders quickly, so please contact us immediately at contact@divinelacess.com or call +44 7487 238227 if you need to make any changes. We will do our best to accommodate your request, but we cannot guarantee modifications once an order has been dispatched.

Q: Will I receive an order confirmation?

A: Yes! You will receive an order confirmation email as soon as your payment is processed. Please check your spam or junk folder if you do not see it within a few minutes. If you still cannot find it, contact us and we will resend it.

Q: Is it safe to enter my payment details on your website?

A: Absolutely. Our website uses SSL encryption technology to protect all your personal and payment information. We do not store your card details on our servers. Your security is our top priority.

2. Shipping & Delivery

Q: How long will my order take to arrive?

A: Estimated delivery times are as follows:

•       United Kingdom: 10–12 business days

•       Europe: 10–12 business days

•       USA & Canada: 10–12 business days

•       Rest of World: 7–21 business days

All delivery times are estimates and may vary due to customs or carrier delays.

Q: How much does shipping cost?

A: Great news — shipping is completely FREE on all orders, worldwide. No minimum spend required.

Q: Do you ship internationally?

A: Yes! We ship to most countries worldwide. If your country is not available at checkout, please contact us at contact@divinelacess.com and we will do our best to assist you.

Q: How do I track my order?

A: Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to the carrier's website. You can use this to monitor your delivery in real time. If you have not received tracking details within 5 business days, please contact us.

Q: My order has not arrived — what should I do?

A: If your order has not arrived within the estimated timeframe, please:

•       Check your tracking information for the latest update

•       Check with neighbours or your local post office

•       Confirm the delivery address you provided was correct

A: If you still cannot locate your parcel, contact us at contact@divinelacess.com and we will investigate with the carrier.

Q: Will I have to pay customs or import duties?

A: For international orders, customs duties or import taxes may apply depending on your country. These charges are set by your local customs authority and are the responsibility of the customer. We recommend checking with your local customs office before ordering if you are unsure.

3. Products & Hair Care

Q: Are your wigs made from real human hair?

A: We offer both 100% human hair wigs and high-quality synthetic wigs. Each product listing clearly states the hair type. Human hair wigs can be styled with heat tools, dyed, and treated just like your natural hair. Synthetic wigs are pre-styled and more affordable but have limitations with heat styling.

Q: What is HD lace and why is it better?

A: HD (High Definition) lace is an ultra-thin, invisible lace material that blends seamlessly with all skin tones. Unlike standard lace, HD lace creates a completely undetectable hairline, making the wig look as natural as possible. It is our most popular lace type.

Q: What does 'Pre-Plucked' mean?

A: Pre-plucked means that the hairline has already been carefully plucked to create a natural-looking, realistic hairline. This saves you time and effort, as the wig is ready to wear straight out of the box with minimal styling required.

Q: What does 'Glueless' mean?

A: A glueless wig does not require any glue or adhesive to stay in place. It is secured using adjustable straps, combs, and elastic bands inside the wig cap, making it easy to put on and take off. It is perfect for beginners and those who prefer a more comfortable, damage-free option.

Q: Can I dye or colour my wig?

A: Human hair wigs can be coloured or dyed, just like natural hair. We recommend having this done by a professional colourist to achieve the best results. Synthetic wigs cannot be dyed with regular hair dye. Please note that dyeing your wig may affect its eligibility for return.

Q: How do I care for my wig to make it last longer?

A: To keep your wig looking its best:

•       Wash gently with sulphate-free shampoo and lukewarm water

•       Use a wide-tooth comb or wig brush — never brush when wet

•       Air dry on a wig stand whenever possible

•       Avoid excessive heat — always use a heat protectant spray when using hot tools on human hair wigs

•       Store on a wig stand or in a silk bag when not in use

•       Avoid sleeping in your wig to extend its lifespan

Q: How do I know which wig size is right for me?

A: Most of our wigs come with adjustable straps to fit a range of head sizes. To measure your head, use a soft tape measure and measure around your hairline from your forehead, behind your ear, around your nape, and back. If you are unsure, please contact us and our team will be happy to help you find the perfect fit.

Q: What density should I choose?

A: Density refers to the thickness of the hair on the wig. Common options include:

•       150% Density — natural, everyday look

•       180% Density — fuller, voluminous look

•       200%–250% Density — very full, glamorous look

A: For a natural look, we recommend 150%–180%. For a more dramatic, full look, go for 200% or above.

4. Returns & Refunds

Q: What is your return policy?

A: We accept returns within 14 days of DIVINE LACESS receiving your parcel back at our warehouse. Items must be unused, unworn, in their original packaging with all tags attached, and not have been washed, styled, cut, or chemically treated. Please refer to our full Refund & Return Policy for complete details.

Q: How do I start a return?

A: To initiate a return, email us at contact@divinelacess.com with your order number and the reason for your return. Our team will review your request and respond within 2 business days with further instructions.

Q: Who pays for return shipping?

A: The customer is responsible for return shipping costs unless the item received was faulty, damaged, or incorrect. We recommend using a tracked and insured service to return your item safely.

Q: How long does a refund take?

A: Once we receive and inspect your returned item, refunds are processed within 14 business days to your original payment method. Your bank or payment provider may take additional time to reflect the amount in your account.

Q: Can I exchange an item?

A: Yes, we offer exchanges for faulty, damaged, or incorrectly sent items. If you would like a different product, please contact us within 14 days of receiving your order. Exchanges are subject to product availability.

Q: My item arrived damaged — what do I do?

A: We are sorry to hear that! Please contact us within 48 hours of delivery at contact@divinelacess.com with your order number and clear photographs of the damaged item and packaging. We will arrange a free return and replacement or full refund as quickly as possible.

5. Getting in Touch

Q: How can I contact DIVINE LACESS?

A: We are always happy to help! You can reach us through the following:

•       Email: contact@divinelacess.com

•       Phone: +44 7487 238227

•       Website: www.divinelacess.com

•       Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)

Q: How quickly will you respond to my enquiry?

A: We aim to respond to all emails and enquiries within 24–48 business hours. For urgent matters, please call us directly on +44 7487 238227 during business hours.

Q: Do you have a physical store I can visit?

A: We are currently an online-only store, which allows us to offer the best prices and ship worldwide. However, if you have any questions or need advice before purchasing, our friendly team is always available via email or phone.

contact@divinelacess.com  |  +44 7487 238227

© 2026 DIVINE LACESS – All Rights Reserved  |  3-5 Portland Street, Cheltenham GL52 2NZ