Taxes
We collect and remit taxes where we are required to do so by law. Please be advised that if you reside in a state where use taxes apply and we do not collect taxes on your order, you are responsible for the payment of any taxes due to the state.
Backorders
At times it is possible that products featured on our website may become backordered. We will notify you as soon as possible if any item in your order is out of stock. You will have the option to wait for the product to become available if you wish, or you may cancel your order if you prefer. We would be happy to assist you in finding a comparable product that you will love just as much! If you would like to check availability of a product before placing your order please message or email us and we would be happy to check stock for you.
Cancellations
Please be sure of your selections before placing an order, as we cannot guarantee that we will be able to cancel your order after it is placed. If you would like us to attempt to cancel your order, please contact us immediately. Cancellations are only possible if the order has not yet processed. We ship orders as quickly as possible, and it is possible your order has processed and shipped even if you have not yet received tracking information. If we are able to successfully cancel the order, we will refund the payment method used for the purchase less a 10% cancellation fee. The 10% cancellation fee also applies to all pre-orders that are cancelled.
Returns and Exchanges
You may initiate a return from your customer account here: Customer Accounts. Returns and exchanges must be pre-approved by us and returned (postmarked) within 3 days (72 hours) of your receipt of the item. You are responsible for shipping and we are not liable for items lost in transit. For returns in the USA, will provide a pre-paid shipping label that you can use to return the product to us, and we will simply deduct $15 shipping fee (per piece) from your refund or store credit. International clients are responsible for return shipping and will be provided a shipping address when the return is approved. Please see our policy regarding restocking fees below.
We handle returns as exchanges by default unless you request otherwise. Store credit for exchanges is valid for 90 days from the date the credit is issued, and if the credit is not used within 90 days it will expire. If you desire a refund instead of store credit please let us know and we are happy to refund you instead. Please see our policy regarding restocking fees below.
Any returns that have not been previously authorized will be refused.
All approved returns and exchanges must be received in brand new condition with all original tags attached. If any box, packaging, tags, tissue, hairnets or other components are damaged or missing, or if the product is not returned in the condition it was received, additional fees will apply or a refund may not be issued.
Please note that products that have been combed, brushed, styled, worn, shaken out, have the factory part changed, have any scent present, or are modified in any way will not be eligible for refund or exchange.
Please use a wig cap when trying hairpieces on and be mindful of scented products you may be wearing such as perfume and hair products, and environmental smells such as cigarette smoke and incense. Any soiling, evidence of wear, or scent on the unit will render it ineligible for return.
We inspect all returned items, and will make decisions regarding eligibility for return at our sole discretion. Our decision regarding refunds is final and cannot be appealed. If a return is not eligible for refund, we will ship the product back to you at your expense or destroy the item and no refund will be issued.
Occasionally free gifts are offered with purchase. If you received a free gift with your order and opt to return any part of your order, the price of the free gift will be deducted from your refund. Shipping is not refundable, if your order qualified for free shipping, we will deduct the actual cost we incurred for shipping the item to you from your refund.
Orders placed containing multiple pieces of the same item are not eligible for return or exchange.
Any orders that are refused or returned due to undeliverable shipping addresses for delivery will incur a 25% restocking fee.
***Clearance items, mannequins, color rings, care products, styling tools, adhesives, clip in pieces including toppers, hat hair, extensions, and any other accessory items are final sale and are not eligible for return, exchange, or refund.***
Restocking Fees
We understand that occasionally it may be difficult to gauge colors and cap sizes when shopping online, and we want you to feel comfortable with your purchase. We allow exchanges for synthetic wigs via application of store credit and will waive restocking fees on exchanges. We allow up to 4 exchanges per calendar year, any additional exchanges will be treated as returns and subject to restocking fees as outlined below.
A restocking fee of 15% (Minimum $20) of the MSRP price (not the sale price) of the item will apply to all returns where a refund is desired instead of store credit (available for synthetic products only). A 15% restocking fee applies to any returns on human hair items.
We reserve the right at our sole discretion to refuse service to and/or refuse to permit exchanges and we may limit the number of exchanges we allow. Please contact us immediately if you wish to exchange a product as the 3 day return window applies.
We issue refunds only to the same method of payment used at checkout.
Shipping and consultation fees are not refundable.
Shipping
We make every effort to get your order to you as quickly as possible. In stock orders will ship the same day or next business day (excluding weekends), usually via UPS ground service or USPS and orders are usually received within 1-5 business days. Please note that Ellen Wille pieces sometimes ship directly from Germany and while they ship the same or next business day, they can take up to a week and a half to arrive. Should you require expedited shipping on any order, please contact us and we will do everything we can to accommodate your needs. We are not responsible for products after they are shipped, but if you encounter a problem we will do everything we can to assist you in resolving it. For international orders, please allow 5 business days for handling in addition to the shipping timeframe you select at checkout. We reserve the right not to ship partial orders to international destinations and in some cases your order may not ship until all of the pieces you ordered are available to ship together.