Q: How do I know if I have placed the order successfully?
A: All successful orders will have an order confirmation email sent to your registered email address. If you have not received any confirmation email after you have placed your order, please contact us for assistance. You may also want to check your spam folder to see if our emails have gone there.
Q: Can I make changes to my order after I have placed it?
A: You can still make changes to your order if we have not yet sent your item or if we have not yet started production of your item. Please contact us of your changes to make within 24 hours after you have placed your order.
Q: How can I use the discount code?
A: On checkout before you make payment, please enter the discount code in the box and enter apply. You will then see the discount being applied to your order.
Q: Do you offer discount to bulk lot order?
A: We do offer discount to bulk lot order. If you are interested, please contact us and give us details of your order including style numbers and quantity for a price quotation.
CANCEL ORDER & RETURN POLICY
Q: Can I cancel the order I placed?
A: In some cases we may accept cancellation if an order has not yet been shipped, but there will be a 20% cancellation fees applied to the order amount (excluding shipping cost). For customized or made-to-order wigs order, we are unable to cancel order.
Q: What is your return policy? Do you offer any item exchange?
A: Upon receiving your order, please thoroughly inspect your item(s) before using. All of our products have gone through a very strict quality control process before we dispatch them. For custom-made items, we communicate often with our customers to ensure there is no misunderstanding or miscommunication on your requirements. Since all our natural hair products are made-to-order or custom made to our customers’ preference, there are NO EXCHANGES, NO RETURN and NO REFUND. Should you have any question or concern on your order, please feel free to contact us at email@example.com.
Q: How long does it take you to dispatch my item?
A: Handling time usually takes about 2-4 working days, however it can also be different for some items, so please refer to the individual product page for details. For made-to-order or customized items, they require a production time of about 25-40 working days. This will be stated clearly on the item's listing.
Q: What is the estimated delivery time?
A: Delivery by regular air mail usually takes about 10 to 20 working days which is about 2 to 4 weeks while delivery by expedited shipping usually takes about 4-9 working days. Delivery time does not include any handling time and production time.
Several factors could affect delivery time, such as custom inspection, peak season for postal service such as Christmas, recipients' local postal service, and extreme weather conditions. Please note that the delivery period could be delayed due to increased security measures on all inbound international air mail packages. Delivery by regular air mail to Brazil and some South American countries could take up 1 to 3 months because of local custom check and local postal service.
Q: Do you offer expedited shipping?
A: We offer expedited shipping which you can choose this option at your payment checkout. Delivery time for expedited shipping could differ for every country and it is normally between 4 to 9 working days. We suggest that you contact us first if you are targeting for a specific arrival date.
Q: Do I get a tracking number for my package?
A: Yes, we will send you a delivery confirmation email with tracking number provided.
Q: If I mistakenly provided an old or wrong address which caused the package to return, what can you do to help?
A: We will arrange to re-send the package to your new or correct address after we have received the returned package. Buyers are responsible for the postage to re-send the package.
PAYMENT & TAXES
Q: What payment method do you accept?
A: We accept PayPal and credit card payment.
Q: Do I need to sign up a PayPal account if I don't have one?
A: No. You could complete your order as a guest and simply fill out your credit card information at PayPal to complete the transaction. Alternatively, you could sign up for a PayPal account which is a very convenient and secure way to make online purchase.
Q: Do I need to pay any import tax? If so, how much is it?
A: Shipping charges do not cover duty and taxes. Customers are responsible for all applicable duties and taxes associated with the shipment. We do not accept any returned packages because buyer is unwilling or fail to pay custom duties and taxes. Click HERE for details.
Q: How do I wash the wig?
A: Washing & Care Instruction is as below:
- Run the fiber with fingers gently and thoroughly.
- Add one tablespoon of mild shampoo to a sink filled with cold water.
- Put the wig into the water for one minute and wash it gently.
- Rinse well in cold water for a few times or until thoroughly rinsed.
- Shake it out carefully and dry the wig with a towel. Let the wig dry in a natural way.
- Do not use curling iron or straightening irons to style the wig unless specified with heat resistant fiber.
- Do not style the wig until it is completely dry.
- Hair setting is not necessary since the curls will be back into their natural form when hair is completely dry.
- To maintain its natural texture, minimize constant brushing and pulling of hair.
Q: What is the size of the wig?
A: Our wigs are all one size which can fit a 22" head size, and there are hooks inside the wig to adjust its size. However, please note that everyone's head size and neck length are different and these factors could make the length of the wig vary from the length of the wig shown in the pictures.
Q: Is the color of the wig exactly the same as the picture shown on the website?
A: Due to different monitor settings and the lighting of our photo-shooting, there is a chance that color that appears on your monitor could vary slightly from the original color of the wig.
Q: How do I measure my head size?
A: With a measure tape, begin at the front of your hairline and wrap the tape behind your ear to the nape of your neck around to your other ear until the tape meets again at the front of your hairline. The comfortable elastic/cloth material is stretchable and can fit most head sizes.
(1) Most wigs have adjustable tabs at the neck to adjust the cap up to 1" for acomfortable and secure fit.
(2) For centimeters to inches conversion: 53.5 centimeters is equal to 21 inches,56 centimeters is equal to 22 inches, and 58.5 centimeters is equal to 23 inches.
Q: When I put on the wig, why does it look shorter when compared to your pictures?
A: As your head size and neck length are different from our mannequin, it could make the length of the wig different from the length of the wig as shown in the pictures.
Q: What is a skin top?
A: A skin top is made to be like the top of the head when you put the wig on. Our skin top is made of resin. We make the part at the top of the wig appear to be coming out of flesh which look more natural and human-like. We do have different types of skin top, such as, circular / point type, straight type,zip-zap type to go with different hair styles.
Q: What else can I do to ensure the secure fit of my wig?
A: All our wigs come with 2 adjustable straps on both left and right side in the inner lining. These can be used to make a wig quite tight on your head so that, in most cases, it would be hard for it to fall off. If you want extra security, wigs can be further secured by using bobby pins through the wig or at the edges of the wig.
Q: What is the best way for me to wear a wig if I have long hair?
A: There are two options that work quite well for our clients with longer hair. Some of our customers wrap their hair around their head and pin it in place underneath their wigs. You can also wear a wig cap (a head cap that may be worn underneath the wig). The wig cap fits tightly (but comfortably) over your hair and keeps your hair in place.
Q: Do I have to wear a wig cap before put on the wig?
A: Using a wig cap is mainly a matter of personal preference. Most of our customers, whether they have long or short hair, prefer to use wig caps because it holds the hair in place better and helps to keep the wig cleaner. In some instances, it may also prevent hair breakage due to the wig cap rubbing against the scalp.
Q: Can I trim or apply any hair styling product on my wig?
A: Yes. Our wigs may be trimmed or styled just like normal hair to suit your needs.However, please note that, due to the product nature, we do not accept any return which has been worn, trimmed or styled.
Q: How can I untangle my wig?
A: It is normal for long hair wigs to get tangled up. When that happens, you may use a large tooth comb to work on the fiber from the lower part first, then bit by bit move it towards the root. Please remember not to comb the hair from the root to the tips in a stroke or back comb the hair.
Because of different time zone, we can only respond to email inquiries during our work hours:
Monday – Friday
EST: 21:00 - 6:00
CST: 20:00 - 5:00
PST: 18:00 – 3:00
GMT: 1:00 – 10:00
CET: 2:00 – 11:00
Should you have any question, please email us at firstname.lastname@example.org.