HELP DESK

GREAT NEWS! FREE UK AND INTERNATIONAL SHIPPING ARE AVAILABLE

We offer a number of flexible delivery options that suit all your needs.

UK Delivery

• Free standard delivery available for orders from £40 

• Economy (2-3 Working Days): £3.95

• Express (Next Working Day): £6.95

• Express 1pm (Next Working Day): £8.95

• Saturday & Sunday Delivery: £12.50

International Delivery

• Standard (7-12 Working Days): £12.50

• Express (1-4 Working Days): £25-£49 (calculate at checkout)

• All orders placed after 3pm Monday to Friday will be dispatched the next working day.

***Please note: Cut off time for same day dispatch: Monday to Friday 2 PM and exclude bank holidays

We provide many safe and secured payment methods on website such as Apple Pay, Google Pay, Credit Cards, PayPal and Amazon Pay for you convenience. You can select your preferred payment method at checkout.

Currently, due to change in courier, we are unable to offer deliveries during weekend. However, we hope to re-introduce it very soon.

Rest assured we still have next working day as express delivery available at checkout if you place an order before 1pmMonday-Friday Please note this excludes bank holiday. Our support team is always happy to guide you at any step via 0800 612 6688 just in case you need.

Rest assured there is absolutely no customs duty for customers in the UK because we are a UK based company.

International taxes might be applied on orders with shipping addresses outside UK, depending on your country's taxes policy.

FYI, customs duty is calculated as a percentage of the customs value of the goods:

The percentage or rate varies depending on the type of goods. You can check the tariff applicable in the TARIC database for EU and Import calculator for USA.

• The customs value is made up of:
• the price paid for the goods,
• the insurance cost,
• the shipping cost.

Our team work hard on making sure your orders can be dispatched as soon as possible. We dispatch same day for all orders placed by 1PM Monday to Friday (excluding bank holidays). However, please allow extra time if you order during festive seasons or during store's sale. 

You are only able to enter one promotion code, if you enter two, we will take the last valid promotion code you entered.

PREPARED DEMO CONTENT

• Where customers can track their orders?
• Is it possible to change the order and how it can be done?
• How to take care about XX item?
• If customer received only part of the whole order, what should be done?
• Can a loyal customer get a discount? 
• When is the next promotion?
• Can the seller send you product test samples?
• Privacy policy.
• How can an order be cancelled? 
• If an order is shipped, separately will there be double shipping charge? 
• Customs fees and/or taxes for international orders.

We can be reached via various ways between 9-5 Monday-Friday (excluding bank holidays)

Free phoneline: 0800 612 6688 

Email: care@oozz.com

Live chat: on website and only pop up during stated working hours.

We do recommend email as you can attach images if required. Our team aim to reply email within 1 working day, or even same working day.

We suggest to wear a swimming cap because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming. 

The better you look after your hair extensions and wigs, the longer they will last.

Not every fiber, also called as synthetic, wigs are the same and this is true when it comes to the signature Luna synthetic wig collection from Muse and Rose, available on OOZZ with majority of fashion wigs in the .

Unlike most of poor quality synthetic wigs in the market, Luna synthetic wig collection bring the new concept of how fashion wig should look and feel. Many customers have got in touch with us saying they have been pleasantly surprised by how good these wigs are, in fact, they are far better than any of other synthetic wigs that they have ever purchased. The Luna wig collection can be styled, restyled and tong-able at 170-180°C, feel really premium and naturally soft like human hair ones.

All what you need to do is washing your fibre wig with some diluted mild dish washing liquid like Fairy, then rinse it well with clean water. We recommend flat lay for curly way wig styles to preserve the curl patterns longer, while you have more flexibility to dry straight wigs.

Our warehouse team always aim to pick orders very promptly thus it is unlikely that we can make change, including adding, removing items or cancelling the whole order. It's worth giving us a call via our free number: 0800 612 6688 to double check the possibility. If the order is no longer amendable, we recommend you to either:

(1) refuse the delivery so that the item will bounce back to us 

or

We have 14 days after receiving your item to request a return. You must make sure the product is brand new and in its original packaging. 

Exchanges

UK Domestic Customers: You can contact us first at care@oozz.com for exchange instruction, and make a clear note of your wish inside return package. Once the return package arrives and passes our warehouse's inspection, the exchange item will be sent out to you free of charge according to your request.

International Customers: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  We are not able to offer free postage on international orders.

Refunds

Please email care@oozz.com with your order number and your intention of return, either for an exchange or refund. Please ensure you attach a note inside the return package so that our warehouse team can identify your order and process quickly.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 3-5 working days for UK customers and 5-14 working days for international customers to see the refund amount on bank or credit card statement, as this is subject to how fast your bank takes to process and posts the refund too. 

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. 

If you return from outside UK, please make sure you mark clear outside package "return item to retailer"

 Return Postage

We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:

-If we sent you the wrong item

-If the item is damaged or faulty

-Where you are returning a substitute item which you do not want to keep

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using at least Royal Mail 2nd Signed For service that insures you for the value of the goods and keep proof of postage just in case.

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed. If you have previously been given a prepaid return label from OOZZ. we will then reserve the rights to deduct a cost of £3.95 from your order refund.

If you decide to cancel, you should request for return authorisation within 14 days of purchase and then  send the goods to us at your cost within 14 days of such cancellation request. 

The original standard delivery will only be refunded if you return the whole order in brand new condition and original packaging. This includes the cost of original standard delivery, excepts for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery. 

On your return authorisation email, you will see our stated return address four your order. It's customers' responsibility to ensure products reach us, we strongly advise you 

• Make a clear note on packaging of sender's and recipient's address 

• Send with trackable service, or even signature require option

• Keep tracking details. Make a picture of proof of postage is a great idea, too but do keep the original one. 

• If you return from abroad, please mark clearly outside label it's an return item to avoid unnecessary extra charge at customs. We reserve the rights to refuse parcels if fail to do so. 

Gladly yes! We do offer loyalty scheme in which you earn 3 points for every £1 you spend. Points then can be accumulated and converted to a voucher so that you can spend on any products on OOZZ that you like. 

Please note: credit voucher cannot be exchanged or redeemed to cash value or used in any conjunction with discount code or any other forms of promotions. 

We always love to welcome our dearest customers to have a pleasant shopping experience at our website. However, in very rare circumstance, we reserve the rights to ban customers who have negative online shopping behaviours at our store such as fraudulent crimes, untruthful chargebacks or have unusual excessive return rate in comparison to majority of our customers. All those decisions will be carefully reviewed by management before they take place and whoever get affected by the decision will be personally informed in written notice. Please rest assured that this is for extremely minor cases who repeatedly abuse our return policy. 

If you cannot log into your account please click  "reset your password".

If you’re on a mobile/tablet and the forgotten password link doesn’t work, please try using a laptop/desktop computer.

If you’re on a laptop/desktop computer and it’s still not working, please try using a different web browser; Google Chrome, Mozilla Firefox, Internet Explorer for example. Please also try clearing your browser’s cookies and search history.

If none of the above works for you please contact us: care@oozz.com or 0800 612 6688 and we will look into resetting your password for you.

No, please don’t worry. You are only charge once per transaction. Your card payment is authorised when you place an order, this shows a pending transaction in your account making the funds unavailable. 

Please ensure you do not close payment page until you see a successful purchase confirmation. Close early may result in a failed transaction. You should see a order confirmation in your email within minutes after placing the order. If you cannot find it, please check spam and junk folder too, just in case your email filter is too strong and move our communication emails there.

If you still can't find it please contact us on 0800 612 6688  or email: care@oozz.com. Our team will then assist you from there.