FAQs

• What delivery costs and timelines should I anticipate for my orders?

Our main delivery service provider is Royal Mail.
Delivery cost within the UK is £3.99 – first class delivery – delivery time 2-3 working days.
We also offer Next-Day Guaranteed Delivery within the UK by Royal Mail, and this service costs £8.30.
For the rest of the world, the delivery cost is £10.50 and the estimated time for delivery is 7-10 working days.                                                                        *Please consider that the wigs will be dispatched within 7-10 business days. We will inform you if we anticipate this taking any longer.

• Do you offer free delivery options for orders?

Yes, we do! At Masumi Headwear we currently offer free delivery in the UK for orders over £65 for the rest of the world and 30 days return policy 90 days exchange policy on all headwear orders –  14 days for wigs. During the Christmas period, our return policy is extended. Headwear purchased in December can be returned until January 31st of the following year. Wigs are excluded from this offer.

• Do you offer international shipping for your products?

Yes, we do! International shipping is available for our products. We are delighted to bring our stylish headwear to customers around the world.

• What is your return and exchange policy?

Any returns should be sent back within 30 days for headwear and 14 days for wigs, from the date of the invoice. During the Christmas period, our return policy is extended. Headwear purchased in December can be returned until January 31st of the following year.Wigs are excluded from this offer.

With Masumi Headwear you can request exchanges within 90 days. However we guarantee 100% satisfaction with our orders, so if you are not happy with your headwear, no question is asked, and you can return it at any time you wish!

*Please note that we will not refund you the original delivery fees or the costs you incur in returning the item to us.
*Please note that there will be a 7% return charge for human hair wigs and a 15% return charge for synthetic wigs. If you are returning a wig to exchange for a different colour but keep the same style, we will waive the return fee for your first return.

*A quick note on hygiene: Because our hats are worn directly on the head, we must maintain the highest standards of safety and cleanliness for all our customers. Because of this, we can only accept returns that are in pristine, original condition, completely free of loose hair, dust, or makeup.

If a hat is returned with loose hair or minor lint:

The Cleaning Option: We can professionally clean it for you to keep the return valid. If we do this, a 10% cleaning and admin fee will be deducted from your refund.

The Return Option: Alternatively, we can reject the return and send the hat back to you, though you will need to cover the return shipping costs.

• Can VAT be reclaimed on purchases of wigs and headwear? 

*VAT Exemption for Medical Wigs

You may be eligible to claim VAT relief (zero-rated VAT) on your wig purchase if you are buying it specifically because of hair loss due to a medical condition (e.g., alopecia, chemotherapy treatment).

To take advantage of this exemption, you will need to confirm your eligibility during the checkout process.

Please Note: Unfortunately, the UK government’s VAT rules do not currently extend this exemption to other headwear items (such as scarves, hats, or turbans), even if purchased for medical reasons.

• Is it possible to use the online return form to request a refund?

Certainly! Yes, you can use the online return form to request a refund. Simply fill out the form with the necessary details, and our team will process your refund request. Online Returns

• What is the return address for products purchased from your website?

The return address is: 85 School Lane, Didsbury, Manchester M20 6WN, United Kingdom
We recommend returning your goods’ recorded delivery with the tracking number.

• What information should I include when requesting a return?

Please indicate your full contact details together with the order number, and your contact number so that we can arrange your refund accordingly.

• How long does the return process typically take?

A full refund will be in your account within 5 working days of receiving the goods.

• How can I contact customer support for my inquiries?

We’re here to assist you! You can reach our customer support through the following channels:

E-mail: [email protected]

Phone: +44 (0) 161 282 8843

WhatsApp: Message us on WhatsApp at +44 (0) 7882679112

Our Instagram page

Our Facebook page

Feel free to reach out to us with any questions or concerns, and our dedicated team will be happy to help you. We strive to respond to your inquiries within 24 hours.

• Can I visit a salon to try on Masumi Headwear?

Yes, absolutely! The MASUMI Salon in Manchester is a place where style meets support and every visitor is welcomed with warmth and care. Whether you are exploring wigs for the first time, looking for stylish luxury headwear, or seeking guidance on your hair loss journey, we invite you to experience our dedicated salon space.

MASUMI Headwear supports you every step of the way.

• MASUMI Headwear Salon Address

MASUMI HEADWEAR
85 School Lane
Didsbury, Manchester
M20 6WN

• Opening Hours:
  Monday – Friday, 9 am – 5 pm

To book a visit, please click here: BOOK AN APPOITMENT

• Directions from The Christie NHS Foundation Trust

We are located just 1 mile away, making us very convenient for patients and visitors.

By Car:

Duration: Approximately 4 minutes

Head south on Wilmslow Road towards Didsbury Village. Turn left onto School Lane and continue until you reach number 85. Look for the Masumi Headwear salon sign in white.

By Bus:

Duration: Approximately 11 minutes

Frequent buses (42, 142, or 143) run from directly outside The Christie on Wilmslow Road. Travel south to Didsbury Village, then it is just a short walk to School Lane.

By Tram:

You may also use the Metrolink via West Didsbury tram stop if preferred. However, for this short journey from The Christie, the bus is typically the faster and more direct option.

• Q: Do I need to book an appointment?

Walk-ins are always welcome. However, we recommend booking an appointment to enjoy a private, unhurried consultation. This allows you to sit comfortably, explore styles at your own pace, and receive personalised guidance from our team in a calm and supportive environment. BOOK AN APPOITMENT

• Q: Is the consultation free?

Yes. All consultations are completely free. There is no limit on how long you need or how many times you visit. We are here to support you in a relaxed setting where you can explore your options without pressure.

• Q: Are there disabled-friendly facilities?

Yes. Our salon is fully accessible, with a ramp for easy entry and a disabled-access bathroom to ensure comfort for all visitors.

• Q: Is there parking available?

Yes. There is ample parking available on the road opposite the salon.

• Q: Can I bring someone with me? Is the salon pet-friendly?

You are very welcome to bring a family member or friend for support. Well-behaved pets may also be accommodated. We recommend informing us in advance so we can ensure a comfortable experience for everyone.

• Q: Do I need a hospital referral?

No referral is required. You can book directly with Masumi Headwear at any time.

• Q: Is VAT included in the price? Who is eligible for VAT exemption?

VAT is not charged on wigs supplied to individuals experiencing hair loss due to medical conditions such as cancer or alopecia. If you are eligible, we will guide you through a simple declaration process at the time of purchase.

Please note that VAT is chargeable on headwear purchases.

• Q: Do you offer any discounts?

Yes. We offer selected discounts, including a special NHS discount for individuals receiving care through The Christie Hospital. Additional promotions may be available from time to time. Please contact us directly for current details.

• Q: Do you provide styling advice?

Absolutely. We offer personalised styling advice. Our team provides guidance on fit, fabrics, and care for our entire range; including organic cotton and bamboo headwear, silk and cotton scarves, seasonal beanies, sleep hats, wigs, and essential accessories.

• Q: Can I order over the phone and collect in person?

Yes. You are welcome to place an order over the phone and collect it during our opening hours. There is no charge for this service, and your order will be prepared ready for your arrival.

• Q: How can I pay for my order? Do you offer instalment options?

We accept all major credit and debit cards (excluding American Express).

To help spread the cost of your purchase, we also offer flexible payment options including Klarna and PayPal.

Yes! You can come visit our pop-ups in various John Lewis across the UK. Here is the list of John Lewis we are in and the exact dates:

March 9th – 15th: John Lewis Leeds, Victoria Gate, LS2 7AR
March 30th – April 4th: John Lewis Leeds, Victoria Gate, LS2 7AR
April 6th – 12th: John Lewis Southampton, Westquay Shopping Centre, SO15 1QA
May 4th – 10th: John Lewis Welwyn, Welwyn Garden City, AL8 6TP
June 1st – 7th: John Lewis Norwich, All Saints Green, Norwich, NR1 3LX
June 29th – July 5th: John Lewis Leeds, Victoria Gate, LS2 7AR
July 27th – August 2nd: John Lewis Nottingham, Victoria Centre, NG1 3QA
August 10th – 16th: John Lewis Stratford, Westfield Stratford City, London, E20 1EL
September 7th – 13th: John Lewis Newcastle, Eldon Square, NE1 7RR

And there will be more dates and locations to come!

You can read more about how Masumi Headwear arrives to John Lewis here.

• Can I send my order as a gift?

Yes, absolutely! Sending your order as a gift is a delightful option.
When selecting your desired product, proceed to the basket page where you have the option to include an extra touch.                                                              Personalise your gift by choosing a card and writing a customised note.
For an extra touch of elegance, opt for our luxury gift box, and enjoy complimentary gift wrapping.
you can create a truly special and meaningful gift for your dearest, tailored to their preferences and beautifully presented in our luxury packaging.

If you’re interested in a Gift Set, click: Gift Set

• What is a Masumi Gift Card?

If you’re uncertain about what to purchase for your loved one, the Masumi Headwear Gift Card presents an ideal solution! This allows them the flexibility to choose from a variety of styles according to their preferences. The purchase process is extremely convenient, making it an excellent choice for a last-minute gift. Additionally, the gift card for chemo headcovers provides your loved ones with the freedom to pick their favorite items, and it can be redeemed for any other product available on our website. Masumi Headwear Gift Card

• What are the recommended washing instructions for your headwear products?

Machine wash with a gentle spin cycle or hand wash at 30°C.
Do not use the tumble dryer. Simply air-dry your headwear.
Only iron your headwear at a low-temperature setting. Click here for more information: Guide on Washing Chemo Hats

How do I select the right size for my purchase?

Our headwear is designed to be one-size-fits-most, ranging from 54 to 57 cm (21.25 to 22.5 inches). A hidden elastic strip at the back provides both size flexibility and a secure fit.

You can find more details here: Size Guide on Getting Chemo Headwear

However, we offer styles designed to fit petite and children sizes. You can find more here: Chemo Hats for Small Heads  and 5 Insanely Stylish Chemo Hats for Small Heads

• What materials are used in your headwear products?

Our chemo headwear uses the finest bamboo and cotton materials. Thus, this ensures a gratifying softness and comfort. Forget irritation to the scalp! Our double layering and removable tags add welcome relief.

If you are interested in our Bamboo Collection please click here: Stylish Bamboo Chemo Hats

If you are interested in our Cotton Collection please click here: Cotton Collection

• What are the advantages of using bamboo as a material for your headwear products?

Bamboo chemo headwear is a great choice for ladies experiencing hair loss. Organic bamboo fabric hats are especially soft and gentle on the scalp. Plus, their antiperspirant properties allow your skin to breathe. The bamboo fibre adjusts the temperature of your skin keeping you warm on cold days and cool in the heat. Bamboo hats are a good choice for cancer patients and those with alopecia. They are suitable to be worn all year round. Plus, our hats provide sun protection. Additionally, they adjust the temperature of your skin depending on the weather. The fabric is insulating and hypoallergenic. So, it’s a great choice for those undergoing chemotherapy.

• What payment methods do you accept?

We accept many payment methods. Needless to say, you can make payments via credit or debit cards.

We also accept PayPal and you have the option to pay in 3 instalments.

For Amazon customers, a seamless checkout process is available by selecting the Amazon checkout page.

You can even buy headwear and pay later or in instalments with Klarna! Klarna lets our customers enjoy flexible payment options. Such as, pay later or pay in 3 installments. There are 3 equal interest-free installments. You have the option to pay later, giving you 14 days or 30 days from order shipment to pay for products. You don’t need an account! Just shop as usual until you see the Klarna options at the checkout.

• How do I apply a coupon code for my purchase?

You can use your coupon code at the checkout section after placing the order.
You can only use your coupon code once, so use it wisely as you cannot use it again once it is redeemed.
You are not able to use your code in conjunction with any other offer.

• What Eco-friendly initiatives does your company undertake to contribute to a sustainable environment?”

At Masumi Headwear, we care about our environment. We ethically source our products and use organic sustainable materials such as bamboo and organic cotton. We only use Eco-friendly, biodegradable packaging for our goods to reduce carbon emissions and consume less energy.

You can find more about our packaging here: Manufacturing Process

• How can I stay updated on the activities of your company across social media platforms?

We maintain an active presence on various social media platforms to keep you informed about our latest updates, product releases, promotions, tutorial videos, and more. Follow us on Instagram, Facebook, YouTube, Twitter,  and LinkedIn to stay connected and engaged with our company’s activities.

• What are the benefits of using #MyMasumi and #LoveMasumi? 

You can inspire millions by sharing your picture wearing your beautiful Masumi Headwear. You can share your picture on our website through the link on the #MyMasumi page or via our social platforms pages such as Instagram, Facebook, YouTube and Twitter using the #MyMasumi and #LoveMasumi.

Start making selfies and send us your wonderful image and inspire many! We can’t wait to see your style.

Share your pictures with us and we send you a unique 50% discount for your next order.

*Don’t forget to tag us and use #MyMasumi and #LoveMasumi.

As well as that if your picture is published, you receive a one-year free headwear supply from Masumi!

• How can I place an order with Masumi Headwear?

To place an order with Masumi Headwear, you can visit our website and browse through our collection. Once you’ve selected the items you want, proceed to the checkout page. Follow the simple steps to provide shipping information and choose a payment method. Confirm your order, and you’re all set!

• Can I place the order over the phone?

If you prefer to contact us on the phone and place the order, then you can, and our team at Masumi Headwear is more than happy to assist you on this matter.
You can contact us between 9 am – 5 pm UK time by telephone number +44 (0) 161 282 8843.

• What happens after I place my order?

After placing your order, you’ll promptly receive an email containing your unique order number.

Our team carefully handles the packing process, utilizing Eco-friendly, biodegradable packaging to ensure a sustainable approach.

Our commitment is to dispatch your order on the same day or by the next working day at the latest.

Following shipment, you will receive a confirmation email indicating that your order has been successfully processed and dispatched. In the rare event of an item being out of stock or any issues with your order, we will promptly contact you via email, presenting suitable alternatives for your consideration.

• How to Become a Stockist or Distributor of Masumi Headwear?

Initiating the process to become a stockist or distributor for our products is a seamless experience. We actively seek partnerships with individuals and businesses who share our unwavering commitment to delivering top-notch quality and ensuring customer satisfaction. We invite you to complete our Trade Enquiries Form Here: Contact Us

Also, Here you can find the list of Masumi Headwear stockists Worldwide: Stockists

Let’s embark on this journey together.

• How can we help your organisation explore exclusive offers

We’re honoured to partner with NHS, Macmillan, and Teenage Cancer Trust. If you’re from any of these organizations and interested in collaboration, we offer exclusive NHS pricing, complimentary catalogues, and samples. Reach out to us at +44 (0) 161 282 8843 or [email protected] to get started.