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Returns & Exchanges - Frequently Asked Questions
We want you to love your purchase! If you have questions about our return and exchange policy, you'll find answers below.
Return Policy Basics
Q: What is your return policy?
A: We accept returns within 30 days of delivery for most items. Products must be unused, unworn, and in their original packaging with all tags attached. Due to hygiene reasons, certain items cannot be returned once opened.
Q: Which items cannot be returned?
A: For health and safety reasons, the following items are final sale and cannot be returned or exchanged once opened or used:
- Wigs that have been worn or styled
- Wig caps that have been opened
- Hair care products that have been opened or used
- Human hair bundles that have been opened
- Any item showing signs of wear or alteration
Q: Can I return a wig if I don't like the color or style?
A: Yes, as long as the wig is unworn, unaltered, and in its original packaging with all tags attached. If you've tried on the wig over a wig cap without styling or cutting it, and it's still in new condition, we can accept the return.
How to Return an Item
Q: How do I start a return?
A: To initiate a return:
1. Contact our customer service team with your order number
2. Provide the reason for your return
3. We'll send you return instructions and a return authorization
4. Pack the item securely in its original packaging
5. Ship it back using a trackable shipping method
Q: Who pays for return shipping?
A: Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or we sent the wrong item. We recommend using a trackable shipping method as we are not responsible for lost return packages.
Q: How long does it take to process my return?
A: Once we receive your return, please allow 5-7 business days for inspection and processing. You'll receive an email confirmation once your return has been processed.
Refunds
Q: How will I receive my refund?
A: Refunds are issued to your original payment method. Depending on your bank or credit card company, it may take an additional 5-10 business days for the refund to appear in your account.
Q: Will I get a full refund?
A: Yes, you'll receive a full refund for the item price. Original shipping costs are non-refundable unless we made an error with your order. Return shipping costs are deducted from your refund unless the return is due to our error.
Q: Can I get store credit instead of a refund?
A: Yes! If you prefer store credit, let us know when you initiate your return. Store credit is issued immediately upon return approval and never expires.
Exchanges
Q: Can I exchange an item for a different color or style?
A: Yes! We're happy to help you exchange items. Contact our customer service team to arrange an exchange. The item must be unused and in its original condition.
Q: How long do exchanges take?
A: Once we receive your returned item and confirm it's in acceptable condition, we'll ship your exchange item right away with our standard fast and FREE shipping (3-5 business days).
Q: What if the item I want to exchange for is out of stock?
A: If your desired exchange item is out of stock, we can either hold your return until it's back in stock, exchange for a different item of equal value, or process a refund instead.
Damaged or Defective Items
Q: What if my item arrives damaged or defective?
A: We're so sorry if this happens! Contact us immediately with photos of the damage and your order number. We'll arrange for a replacement or full refund at no cost to you, including return shipping.
Q: How long do I have to report a damaged item?
A: Please report any damage or defects within 48 hours of delivery so we can resolve the issue quickly. Take photos of the packaging and product to help us process your claim faster.
Q: What if I received the wrong item?
A: If we sent you the wrong item, we sincerely apologize! Contact us right away and we'll send you the correct item with free shipping and provide a prepaid return label for the incorrect item.
Special Circumstances
Q: Can I return a sale or clearance item?
A: Sale and clearance items follow the same return policy as regular-priced items, as long as they meet the return conditions (unused, unworn, original packaging). However, some clearance items may be marked as final sale - check the product page before purchasing.
Q: What if I'm past the 30-day return window?
A: Unfortunately, we cannot accept returns after 30 days from delivery. We recommend trying your items as soon as they arrive to ensure you're happy with your purchase.
Q: I lost my receipt/order confirmation. Can I still return?
A: Yes! As long as you have your order number or the email address used for the purchase, we can look up your order and process your return.
Still Have Questions?
If you have additional questions about returns or exchanges, please don't hesitate to contact our customer service team. We're here to help make your shopping experience as smooth as possible!
Remember: All orders ship fast and FREE with delivery in 3-5 business days!