Return Policy
If your SoftWig piece isn't right for you, here is exactly how to return it — clearly and on a tight, predictable timeline.
The Three-Step Timeline
Contact within 3 days
From the day your parcel is marked delivered, you have 3 calendar days to email us at [email protected] with your order number and a short note on why you're returning.
Requests sent after day 3 fall outside the return window.
Ship within 14 days
Once we approve the return, you have 14 calendar days to drop the parcel off with the carrier. Use any trackable service so we can confirm transit.
Return shipping costs are paid by the buyer, except when the item was defective or we shipped you the wrong product.
Refund within 3 business days
Once we receive and inspect the item, we issue a 100% refund of the product price to your original payment method within 3 business days.
No restocking fees. No partial refunds for resellable items.
Eligibility
To qualify for a return, your item must be:
- Unworn, unwashed, and unstyled
- In its original condition with all packaging, tags, and inserts intact
- Free of cuts, dye, perfume, or other modifications
How to Initiate a Return
- Email usSend your order number, the item you'd like to return, and a one-line reason to [email protected] within 3 days of delivery.
- Receive your Return Authorization (RA)We respond within 1-2 business days with an RA number, our return address, and packing instructions.
- Ship the parcelRepack the item carefully in its original box, attach your RA number visibly on the outside, and post it with a trackable carrier within 14 days.
- We inspect and refundWe confirm the item passes inspection, then refund 100% of the product price to your original payment method within 3 business days.
Who Pays for Return Shipping?
| Situation | Who pays |
|---|---|
| Changed your mind / didn't suit you | Buyer |
| Wrong size or colour ordered by accident | Buyer |
| Item arrived defective or damaged | SoftWig |
| Wrong item shipped | SoftWig |
Exchanges
We do not run a formal exchange swap. If you would like a different colour, length, or texture, please return the original item following the steps above, then place a new order at your convenience.
Final Sale Items
Custom-made wigs, items modified per your request, and any product that has been worn or altered are final sale and cannot be returned.
Need Help?
Email [email protected] with your order number and we will respond within 1-2 business days. See also our Shipping Policy and Refund Policy.