Exchange & Return Policy
WE strive to get it right the first time
Only for Natural Hair Colors that have not been bleached. Also, refunds are not permitted for customized hair systems unless there is an error in our craftsmanship. With that being said we are pleased to accommodate returns and exchanges within 7 days on wigs if you did not request a color other than natural and the lace should not have been cut or tampered with.
The good news we have a 7 point quality control process to ensure accuracy. You may also request a photo prior to shipment to ensure no detail was overlooked.
we keep it simple.
If you purchased a natural color wig and want to try a different style, no worries. Reach out to us, let us know what you'd like in exchange and we’ll get you set up with a new order.
HOW LONG WILL IT TAKE TO RECEIVE MY NEW ORDER?
Follow these 3 simple exchange steps:
- Initiate an exchange here.
- Ship your wig back to us (we will provide the address).
- Once we receive your order, we'll begin to design a new order (Processing time is determined by specifications)!
I'M DEBATING BETWEEN 2 SHADES - WHAT SHOULD I DO?
You’re welcome to a photo to email@example.com of your hair taken in natural lighting and we’ll be happy to make color recommendations. Alternatively, we may be able to provide a complete custom service
HOW DO I RETURN MY ORDER?
Both U.S. and International customers may initiate a return via our Returns Centre.
Exchange & Return FAQ
DO I HAVE TO PAY FOR THE SHIPPING OF MY RETURN/EXCHANGE?
You will be responsible for return shipping costs unless there is an error in our craftsmanship. We are willing to provide a shipping label however the amount will be deducted from your total refund. If you are using your own shipping label, we recommend that you request tracking updates be sent to firstname.lastname@example.org so that we can be updated every step of the way. We will let you know when your package arrives. Please note that are responsible for lost returns.
CAN I GET HELP FINDING A BETTER MATCH?
We're happy to help you find a better match. Please email our team at email@example.com with the following photos:
- A photo of your hair in natural lighting where we can see it fully
- A photo of your desired color
WHEN WILL I RECEIVE MY REFUND?
A full refund will be provided to the original method of payment after we have received, inspected, and confirmed that the returned wig is in its original condition. Once the wig has been delivered back to our warehouse, this can take up to 10 business days to finalize.
Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to one billing cycle ( it can be faster depending on your financial institution) to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.
WHEN WILL I RECEIVE MY EXCHANGE?
We will begin making your new order as soon as our warehouse has received and inspected your return. Kindly allow 3 business days for the inspection and up to 15 days to create a new order. All orders require 3 business days to process the exchange, regardless of the return shipping method.
Note: If you are exchanging for a lower value item, we will issue a partial refund back to your original method of payment. Please allow up to 10 business days for this credit to appear on your bank statement. If you are exchanging for a higher value item, we will email you a custom invoice to pay for the difference in price. As soon as this has been paid, your new order will begin processing.
WILL I BE REFUNDED MY EXPRESS SHIPPING COST?
Express shipping costs are non-refundable.
CAN I RETURN OR EXCHANGE my wig if I try it on?
No. Human hair wigs are considered to be a hygienic product by law. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all of our customers. Once your package arrives at our warehouse, it will be inspected to ensure it is in the same condition (we photo most products after production). If we find the wig is not in its original condition, you will not receive a refund or an exchange. We will return the product. If you have any questions or concerns, please email our team at firstname.lastname@example.org
HOW MAY I CONTACT YOU?
You may contact us by email at email@example.com or call 1-815-230-5580. You may also click here to schedule a time for us to call you. We always respond within 24 hours and are honored to help you!