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Returns Policy

Thank You for Shopping with I’m So Pretty ✨


We hope you absolutely love your new hair.
If for any reason you’re not completely satisfied, you may return your purchase within 14 days of receipt.


How to Return — Simple 3-Step Process

  1. Email us at customerservice@imsoprettyofficial.com with your name and order number.
  2. We’ll send you a returns label once your request is approved.
    – Or, if you prefer, return the item yourself to the address below. Please include your name and order number inside the parcel.
  3. Once we receive your returned item, please allow 3–5 working days for your refund to appear in your account.

Return postal address (if posting yourself):
I’m So Pretty
47 Wellington St
Garston
Liverpool
L19 2LX


⚠️ Please use tracked postage and keep your tracking number. Returns posted at your own cost are the customer’s responsibility unless we confirm we sent the wrong item or the item is faulty.


Who Pays for Return Postage?

  • Customer pays for tracked return postage on personal returns (e.g., change of mind, wrong colour chosen).
  • If we sent the wrong item or the product is confirmed faulty, I’m So Pretty covers all postage costs.

What if My Extensions Are Faulty on Arrival?


If your extensions arrive faulty, please contact us within 14 days of receipt.
We will assess the product and, if confirmed faulty, arrange an exchange or refund in line with the Consumer Rights Act 2015.


What if I Believe My Extensions Are Faulty After Wearing Them?Claims made after 14 days are assessed on a case-by-case basis.
Please note:

  • Hair extensions are a natural, wearable product that require proper aftercare.
  • Issues caused by incorrect installation, heat styling, colouring, or poor maintenance are not covered.

To ensure fairness:

  1. We may ask for photos or request the product be returned for inspection.
  2. If confirmed faulty, a replacement or refund will be issued.

What if My Extensions Are Inspected and Found Not to Be Faulty?
If inspection shows the extensions are not faulty:

  • The items will be returned to you via recorded delivery.
  • The return postage cost will be your responsibility.
  • No refund will be issued.

What Hair Issues Are Not Eligible for a Refund?

  • Normal wear (dryness, tangling, minor split ends).
  • Issues from styling, heat, or regular use.
  • Discolouration from sun exposure, swimming pools, chlorine, or sun cream (especially on blonde/light hair).

Refund Notes

  • Refunds are processed within 3–5 working days after we receive the returned item.
  • Processing times may vary depending on your payment provider.

I’m So Pretty – Delivery & Shipping


Where Do You Ship?
We ship worldwide. Delivery times vary depending on your location.


What Happens if My Order Doesn’t Arrive?
All I’m So Pretty orders are shipped tracked via Royal Mail.
If your parcel is delayed or lost, contact us immediately so we can investigate.


What if I Asked for My Parcel to Be Left in a Safe Place or with a Neighbour?
If you request your order to be left in a safe place or with a neighbour and it goes missing, I’m So Pretty cannot be held responsible. All parcels require a signature upon delivery.