Customer Care

Refund Policy

When a return is approved we refund 100% of the product price — no restocking fees, no store-credit tricks. Here is exactly how and when.

When a Refund Is Issued

A return that meets the eligibility rules on our Return Policy is received and passes inspection
An order is cancelled before it enters our fulfilment queue
An item arrives defective or damaged and is reported with photos within 48 hours of delivery
We accidentally ship the wrong product

Refund Amount

100% of the product price. No restocking fee, no partial refund for resellable items, no store-credit substitution unless you specifically request it.

Original shipping charges (if you upgraded to Express) are non-refundable, since the service was already delivered. Return shipping costs are paid by the buyer, except when the return is caused by us — defective items or wrong-item shipments — in which case we cover return shipping in full.

Refund Timeline

1. Item received

We confirm by email the day your return arrives at our facility.

2. Inspection & approval

We inspect within 1-2 business days and email you the outcome.

3. Refund issued

Once approved, the refund is issued within 3 business days to your original payment method.

4. Funds settle

PayPal usually settles within 24 hours; credit / debit card refunds may take an additional 3-10 business days, set by your bank.

How You'll Receive the Refund

All refunds are issued to the original payment method used at checkout:

Credit / debit card: refunded to the same card. Allow 3-10 business days for the credit to appear, depending on your bank.
PayPal: refunded to your PayPal balance, usually within 24 hours.

We do not refund to a different card, account, or person.

Order Cancellations

You can cancel an order at no cost as long as it hasn't entered our packing queue. Email us as soon as possible — once a parcel is packed and scanned by the carrier, cancellation is no longer possible and the standard return process applies.

What's Not Refundable

Wigs or extensions that have been worn, washed, styled, cut, or dyed
Custom-made or made-to-order items
Express shipping fees you've already paid (only the product price is refunded)
Returns received outside the 14-day shipping window without prior agreement

Damaged or Wrong-Item Orders

If your parcel arrives damaged, or we shipped the wrong product, email [email protected] within 48 hours of delivery with clear photos of the item and packaging. We will arrange a free return label, then either reship the correct item or refund in full — your choice.

Still Haven't Seen Your Refund?

Refund issued but not received? If more than 10 business days have passed since we sent the refund-issued email, contact [email protected] with your order number and we will trace it directly with the payment processor.

Need Help?

Reach our customer care team at [email protected] — we reply within 1-2 business days. See also our Return Policy and Shipping Policy.