If you have any customisation notes (e.g. parting placement, dark roots/no dark roots) please include them before checking out. Wig sizes are based on the universal wig size guide (simplified terms is the circumference of your head). Our wigs are machine made wigs using hair from our hair collection with adjustable straps and wig combs fitted onto your cap. The wig will be customised, treated by us and coloured (if you’re ordering a coloured unit) by us. Available in sizes : XS (20"-20.5"),S (21”-21.5”) , M (22”-22.5”), L (23”-23.5”) & XL (24"-24.5") Please read the descriptions on the products, any information given there supersedes the information given here. If you have any questions feel free to contact us at info@touchedbytana.com

You can place your order through our website, by checking out you agree with our store policies, have read the rest of the FAQs and understand the processing & shipping periods listed on the product descriptions and at checkout. After placing an order, you will receive an e-mail (the “Order Confirmation”) from us acknowledging that We have received your order, within 24 hours you will receive a second email indicating that your processing time has begun or will begin on the next working day (the “Order Processing”). This does not mean that your order has been accepted. Orders placed through our website are subject to availability and acceptance by us. We have until the end of your processing time to complete your order. Once the order is completed you will receive a shipping confirmation email (the “Shipping Confirmation”) which will include your tracking number if your order is to be posted, for local delivery you will receive an email and/or text message to the details left at checkout. Once dispatched this indicates full acceptance and completion of your order. We will not begin processing your order until payment has been received in full (there is no additional wait time for buy now pay later orders, you do not have to complete all payments before processing begins). As soon as you place your order it is finalised which means you cannot make any changes or cancel your order. As all wig orders are bespoke we do not accept returns unless there is a manufacturing fault or defect. These situations will be reviewed on a case by case basis and final decision will be made by Us. All other products will have their returns and exchange information listed within the description. We are entitled to refuse any order made by you for any reason. When placing and order you confirm that all details you provide to us requesting goods or services are true and accurate, that you are an authorised user of the credit or debit card used to make your payment and that there are sufficient funds to cover the cost of the goods and services. It is your responsibility to inform us of any changes to these details as soon as possible. If you would like to place a custom order please fill in our Custom Order form (link in menu when we are accepting custom orders) and we will send you an email with a quote - please remember to check your spam. If you would like to place an express order please email or DM us so we can invoice you if we have any avaialble slots. We aim to respond to all queries in 48 hours

Pre-orders are available at our discretion. Pre-ordering means that you agree to waiting a bit longer than usual for your order to be completed. The processing/dispatch time period will be stated in the item description. If you have any questions, send us an email at info@touchedbytana.com

Once you place your order it is finalised which means we start working with the information we have been given. We try to give a 24 hours grace period where possible, but if we have already begun working on your order, unfortunately we can't cancel. As we have a high number of orders and a small team, please include all details (including measurements & styling requests) in your order notes, if you send them by email we will try to take them on board but cannot promise.

On average the processing time for all wigs is up to 25 working days for regular orders or up to 5 working days for the ready to ship units. Please read the processing time tabs on the individual units for the processing time for that particular unit. Some may be shorter or longer than the 25 working days. Hair Extensions, the average processing time is 10-20 working days (times are specified on each product). Hair Care, the average processing time is up to 5 working days. Beauty, the average processing time is up to 3 working days. During Sale Periods we may extend the processing time for your order to be shipped Please read the descriptions on the products before purchasing, any information given there supersedes the information given here as it will be a live update.

UK Delivery Express Delivery - 1-2 Business Days After Processing Time Standard Delivery - 3-5 Business Days After Processing Time Local Delivery - 1-2 Business Days (Evenings & Weekends) After Processing Time (You will get a text message/call to confirm delivery slot) Ghana Collection Standard Delivery- Within 10 Business Days After Processing Time Collection Points: Accra (Abelemkpe) Once you have placed your order, you will be given the collection point address. Please bring valid government ID matching the name and address on the order when collecting. Rest Of The World Delivery Express Shipping - 2-4 * Business Days After Processing Time Standard Shipping - 7-10* Business Days After Processing Time Once your order has been dispatched, you will get your tracking number sent to you by email. *Please note that due to Covid-19 sometimes shipping takes longer than expected which is out of our control, you can track your delivery using the tracking information provided. If you are having issues with your delivery or would like an update, please contact the delivery partner directly. If your address is in what DHL call a "remote area" please allow an additional 7 days for transportation. Delivery Partners We have the following delivery partners: Royal Mail DHL DPD Parcel force We try to go with the quickest carrier, where possible If there are any strikes, we will offer alternatives where we can and keep you updated at all times. Please do not ask for shipping updates if your processing time is not over, if we have any issues completing within the processing time, these will be communicated ASAP.

Once you have placed your order we will send you instructions of how to send your hair to us. This will include recommended shipping methods & the address. Please ensure you include your name, address and number in the package you send your hair with. You can also order directly from your supplier to us, dm/email for more information.

Due to COVID-19, sometimes our stock deliveries have been taking longer than usual to get to us. If any delays cause us to fall out of our processing & shipping periods we will give the option of waiting or a full refund, we will always keep you updated if we have any issues. Please note that due to Covid-19 sometimes shipping takes longer than expected which is out of our control, you can track your delivery using the tracking information provided.