Thank you so much for your thoughtful feedback, and for your kind words about Katie, it truly means a great deal to us that you felt supported during such an important time.
We’re genuinely sorry to hear that your experience with the piece over time has not met expectations. We always strive to provide not only beautiful, high-quality wigs, but also the guidance needed to help maintain them.
When you reached out to us in March, we discussed products and options to support the condition of the wig at that stage. We also understand that the piece had been further customised with additional hair, and while we completely appreciate the intention behind this, such alterations can affect the overall structure and longevity, and can make it more difficult for us to fully assess the original piece.
As part of our aftercare policy, we do encourage clients to contact us within 60 days of receiving their piece should any concerns arise, as this allows us the best opportunity to assess and resolve any issues directly.
Given the time elapsed in this case, it has unfortunately not been possible for us to determine the cause of the changes in condition. That said, we completely understand how disappointing this must feel, particularly given the investment involved.
As a gesture of goodwill, we did offer a discount towards a future purchase, and we’re truly sorry this didn’t feel like the right resolution for you.
We really appreciate your feedback and remain committed to upholding the high standards we set across both our pieces and aftercare.
If you would like to discuss anything further, we would be more than happy to help.
