FREQUENTLY ASKED QUESTIONS

ORDER

When will orders be processed?
We process orders within 3 business days of receiving payment. We process orders on Monday to Friday (excluding public holidays). Please note the different time zones, as it may be night time in Australia and daytime in the USA and other countries. In this case, we will process orders the following business day.

If you have made a mistake with your delivery address or provided incorrect contact details, please let us know within 4 hours of purchase.

PAYMENT

What currency are the prices in?
Our prices are in Australian dollars. You are able to convert prices to AUD, NZD, USD or GBP on our website. The currency conversions are real-time prices and may not always accurately represent the actual amount charged to your account.

On the checkout page, the prices are in Australian dollars. However, you will be charged in your local currency.

 

What methods can I pay?
Currently, we offer payment methods for all major bank cards. All payment details are secure and encrypted. We also offer Shop Pay, Android Pay and Google Pay for quick, secure payments.

We have partnered with Afterpay for Buy Now, Pay Later option for our Australian customers. Learn how you can get started with Afterpay.

 

How do I know my details are secure?
When purchasing on the website, you will find ‘https’ on your web browser address bar. This indicates the site contains SSL (Secure Sockets Layer), which protects your confidential information and payment details.

SHIPPING

How much does shipping cost?
We offer FREE worldwide standard shipping on all orders. Express shipping is also available and can be selected at checkout for an additional fee.

When will I receive my order?
Estimated delivery times:

Australia

  • Standard Shipping: 6–8 business days
  • Express Shipping: 3–5 business days

New Zealand

  • Standard Shipping: 7–10 business days
  • Express Shipping: 5–6 business days

International (including USA, UK, and most other countries)

  • Standard Shipping: 12–15 business days
  • Express Shipping: 7–10 business days

Please note that delivery times are estimates only and may vary during busy periods, public holidays, or customs processing delays.

If you would like a more accurate shipping estimate for your country, please contact us at info@besohair.com.au before placing your order.

Will I need to pay international taxes or duties?

International orders may be subject to customs duties, import taxes, or other fees imposed by your local government once your shipment arrives in your country.

These charges are the responsibility of the customer and are not included in the purchase price or shipping cost.

As duties and taxes vary between countries, we recommend contacting your local customs office for further information before placing your order.

REFUND/EXCHANGE

Can I return or exchange my item? 

All purchases are final once an order has been processed. We have a strict refund and exchange policy, as we do not resell the product again due to sanitary and hygiene reasons. 

We do not refund for reasons such as change of mind, incorrect cap size selected and incorrect unit specification selected. In this case, you may be eligible for an exchange and you may be charged for a handling and restocking fee.

All sale items and custom made units are non-refundable.

 

It is compulsory for our staff to carefully examine the product, packaging and any accompanying items to ensure the merchandise is not faulty and it is in excellent condition before shipping to our customers. In an unlikely event that the merchandise is faulty, please contact us within 72 hours of receiving the merchandise and we will assess the merchandise when it arrives to us. 

To return a faulty item, the following applies

  • Contact us within 72 hours of receiving the merchandise
  • Merchandise must not be used, worn, torn or damaged in any form
  • Tags and labels must not be removed
  • All accompanying items must be in the packaging
  • Merchandise (including packaging) must be in the exact condition as when received the merchandise
  • Customers will need to organise returns and the associated delivery cost. Please use registered post as we will not be responsible if the parcel is missing or lost.

Please carefully select your unit and thoroughly review the item descriptions and images before purchase as we would not be able to refund your order. Due to lighting and different screen displays, the hair colour may vary slightly. Please note that each unit are hand-coloured, cut and styled by our hair professionals and there may be slight differentiation due to this nature. 

If you have any questions about a product, please get in contact with our team at info@besohair.com.au and we’ll be able to get back to you within 48 hours.

OUR PRODUCTS

What makes BESO HAIR different?

At BESO HAIR, quality comes first.

We work closely with trusted overseas suppliers to source premium hair units, which are then carefully inspected, customised, and prepared in Australia before being shipped to our customers.

As an Australian-owned business operated by a qualified hairdresser, we understand what makes a beautiful, wearable wig. Every piece is selected with quality, comfort, and longevity in mind.

Why customers choose BESO HAIR:

• Australian-owned and operated by a qualified hairdresser
• Premium hair sourced from carefully selected suppliers
• Thorough quality checks before dispatch
• Customised and prepared in Australia to reduce styling and preparation time
• Fast Australian shipping and tracking
• Ongoing supplier reviews to ensure the highest quality standards
• Dedicated customer support before and after your purchase

We're committed to helping you find a piece you'll love and feel confident wearing.


How is the hair coloured? 
Depending on the style you choose, the hair may be lightened, coloured and/or toned for the perfect finish. Our units are coloured by our qualified hairstylists and we do not use a factory to produce it. This may mean each unit may be slightly different due to the nature of hand-crafting however we try to keep each unit as exact as possible. 


Does the hair shed or tangle?
Minimal shedding is common throughout the duration of use. Treat this hair as if it was your own hair and be sure to comb, brush and use deep-conditioning treatments to hydrate the hair. 


Can I swim and use styling tools on the hair?
Yes, you can swim and use styling tools on the hair, but also remember that this hair will also need to be looked after with deep-conditioning treatments, masks and heat protection products.


Can I bleach and/or colour the hair?
Yes, you can. Because the hair is virgin, you can bleach the hair and colour it however you wish. Please bare in mind that we are not responsible for the outcome of the colour and its processes. We strongly recommend you to consult with a hair professional for all colouring and bleaching advice.


How is the hair measured?
To measure the hair correctly, you would need to stretch the hair and not in its wave/curl pattern. Please use the guide below to see the estimated lengths of your desired hair texture. 

Beso Hair Length Measurements


WIGS

Are the wigs ready to wear?

Yes. Every BESO HAIR wig is carefully inspected, customised, and prepared in Australia before being shipped.

Our wigs feature a natural-looking hairline and are designed to minimise the amount of preparation required before wearing. Depending on your personal preferences, you may choose to further customise or style your wig after receiving it.

 

How do I measure and select my wig cap size?
Use the guide below to help you with your measurements. If you have lots of hair, we suggest opting a size up so you are able to tuck all your hair in the wig cap. 
Beso Hair Wig Cap Size Measurement


How long does the wig last for?
The full lace wigs are designed to last anywhere from 6 months to 2 years, depending on the amount of care you put in. Bleaching, colouring, excessive plucking and heat styling may potentially damage the hair and strain the lace.


LACE PRODUCTS

What colour is the lace closure?
All of our lace products are transparent or light brown colour, which beautifully blends with most skin tones, from light to dark skin tones.