Custom Piece – Any wig, topper, or hair system made to order, customised, coloured, or altered to a client’s specifications.

Ready-to-Wear Piece – Any stock synthetic or human-hair item sold as-is.

Services – Consultations, fittings, styling, colouring, repairs, maintenance, the Re-Wig program, and any salon services provided by NYW.

• Appointments are required and may be booked online, by phone, or via DM.

• Please arrive on time. Arrivals more than 20 minutes late may need to be rescheduled.

• Missed appointments may require a non-refundable $30 deposit to rebook.

• Please arrive with clean, product-free hair for accurate colour matching and hygiene.

• Private rooms are available upon request.

• NYW is an inclusive, respectful, and safe space. Discriminatory or abusive behaviour will result in refusal of service.

Payments

• Deposits, instalments, and full payments are non-refundable.

• Payment plans are available on orders over $400. Failure to meet payment obligations voids the plan and forfeits deposits.

Holds

• In-stock items may be held for 24 hours only.

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Production Timeframes

• Timeframes are estimates only and may vary due to:

• Manufacturer or supplier delays

• Hair sourcing

• International shipping

• Seasonal demand

• Customisation complexity

Delays do not qualify for cancellation or refund.

All custom wigs, toppers, bespoke orders, and customised units are strictly non-refundable, non-returnable, and non-exchangeable under any circumstances.

This includes (but is not limited to):

• Change of mind

• Preference changes after ordering

• Emotional adjustment to hair loss

• Differences in expectations

• Opinions of friends or family

• Budget or financial changes

• Failure to read or understand these Terms

• Personal dissatisfaction unrelated to workmanship

Each custom piece is made specifically for the client and cannot be resold or reused.

Once any payment has been made, orders cannot be cancelled.

NYW commits to creating custom pieces:

• To the best of our professional ability

• Based on approved consultation notes and selections

• Within the client’s stated budget

• Using trusted manufacturers and skilled technicians

• With professional workmanship, colouring, and finishing

A. Accurate Information

• Clients are responsible for providing accurate measurements, preferences, inspiration images, and disclosures during consultation.

B. Speciality Materials — HD Lace Disclaimer

• High-Definition (HD) lace is:

• Extremely fine and delicate

• Prone to shedding if exposed to friction, makeup, or adhesives

• Highly dependent on careful handling and maintenance

• Not recommended for rough handling or heavy daily wear

Failure to understand or research speciality materials does not warrant a refund, remake, or replacement.

C. Aftercare & Maintenance

• Improper washing, brushing, heat styling, adhesive use, sleeping habits, products, or third-party damage may significantly shorten the lifespan of the unit. This is the sole responsibility of the client.

Minor adjustments are normal with bespoke pieces and do not indicate fault.
 

7-Day Adjustment Window

Clients have seven (7) days from collection or delivery to contact NYW for complimentary minor adjustments within the original design scope.

Requests after this period are considered a restyle or recut and incur additional charges.

If a unit is altered by a third party in any way (including cutting, thinning, colouring, plucking, bleaching knots, repairs, sewing, clip additions, lace adjustments, or incorrect adhesive use), all NYW warranties and responsibilities are immediately void.

No refunds, replacements, or further alterations will be offered.

Human hair varies naturally in texture, undertone, density, movement, and lift. Exact colour matching or replication of inspiration images is not guaranteed due to natural variation and lighting differences. These variations are not defects.

Budgets influence construction methods, lace size, density, and finishing. NYW will be transparent about what is achievable within a client’s budget.

Hair Quality Options:

• Standard Quality — reliable but requires higher maintenance

• Premium (Brazilian Quality) — softer, more durable, and lower daily upkeep

Clients are responsible for selecting a hair quality suited to their lifestyle and expectations.

Clients with unique head shapes, including a flatter occipital region, must disclose this during consultation. Undisclosed considerations requiring later adjustments may incur additional fees.

Upon receiving a custom piece, the client acknowledges:

• The piece aligns with agreed specifications

• Minor variations are expected

• Further adjustments may be required

• Emotional response or personal preference does not constitute fault

Responsibility for care and maintenance transfers to the client upon collection or delivery.

NYW is not liable for:

• Normal wear and tear

• Shedding caused by friction, adhesives, makeup, or misuse

• Improper home care

• Incorrect self-measurements

• Third-party damage

• Expectations beyond the agreed design

Where applicable, NYW’s liability is limited to reasonable adjustments within the scope of the original order. Liability shall not exceed the amount paid.

All website content, images, and branding are the property of NYW and may not be reproduced without written permission.
Personal information is handled in accordance with Australian Privacy Principles.
These Terms are governed by the laws of Queensland, Australia, with jurisdiction in Brisbane.

By using our website, booking an appointment, or making payment, you confirm your acceptance of these Terms & Conditions. Custom orders may also require additional in-salon acknowledgment.