Returns & Shipping Policy
Ghostbond UK Ltd & The Scruffy Hair Company Ltd
We keep things clear and fair. If something isn’t right with your order, here’s what you need to know.
Returns Policy
You can return an item within 14 days from the date of purchase, as long as:
- The product is unopened and unused
- Protective wrapping or seals (where applicable) are intact
We do not accept returns if:
- The item has been opened or used
- The protective seal or packaging has been removed
- The item was purchased as part of a sale or promotion — sale items are non-refundable and cannot be exchanged
How to Return
- You’re responsible for return postage unless:
- The item arrived damaged
- We sent the wrong item
- We do not provide return labels
- We strongly recommend sending your return via a tracked service
If the item doesn’t reach us and you can’t provide tracking, we can’t issue a refund
Refunds & Exchanges
- We will process your refund or exchange only once the item has been received and checked
- Refunds take 3–7 working days to appear in your account
This depends on your bank’s processing time
If your order arrives damaged or incorrect:
- Contact us within 48 hours of delivery
- Include photos clearly showing the issue
- We’ll arrange a replacement or full refund and cover return postage where appropriate
Shipping Information
We aim to ship orders placed before 12 noon on the same working day.
Orders placed after 12 noon may ship on the next working day.
Most parcels are sent via Royal Mail Parcel 24 or Parcel 48.
These services are not guaranteed, and delivery times may vary.
During Busy Periods
Order processing may take longer during:
- Sales
- Holiday seasons
- Exceptional demand periods
We’ll always do our best to keep you updated.
Stolen or Missing Parcels
If your tracking shows Delivered but you have not received your parcel, please check the following before contacting us:
- Around your property (porch, bins, shed, garage, back door area)
- With neighbours
- Any safe place you may have selected
- Communal areas (if you live in an apartment building)
Reporting a Missing Parcel
You must contact us within 48 hours of the tracking being marked as delivered.
Please include:
- Your order number
- Your delivery address
- Any relevant details about the delivery location
Investigation Process
We will open an investigation with the courier and request delivery evidence, which may include:
- Delivery photo
- GPS delivery confirmation
- Driver confirmation
This process typically takes 7–10 working days.
Refunds & Replacements
If the courier confirms the parcel was misdelivered or lost in transit, we will arrange a replacement.
If tracking and courier evidence confirm the parcel was delivered correctly to the address provided, we may not be able to offer a refund or replacement, as the parcel is considered delivered and any theft after delivery is outside our control.
If You Believe Your Parcel Has Been Stolen
If tracking and delivery evidence confirm your parcel was delivered correctly, but you believe it has been stolen after delivery (for example from a communal area or apartment building), this must be reported to the police as theft.
Need help?
If you’re unsure whether your order qualifies for a return, or you need help with a delivery or issue, email us at:
hello@scruffyhairco.com
We’ll get back to you as quickly as we can.