HOW DO I RETURN OR EXCHANGE MY ORDER?Updated 4 months ago

USA Return Instructions | If your order was shipped to an address in the USA, please complete the return form found in our USA Returns Portal before mailing back your item(s).  Please initiate a return request within 15 days from the date you received the item you plan to return.  

International Returns | Please review our International Return Policy.

A packing slip will be provided to you when requesting your USA return. Please include the packing slip in the box with your returned item. 

Return Packaging | All items must be sent back in a cardboard shipping box. Returns sent back in bubble mailers or packing paper will be returned to the sender unopened. Item must be re-packaged in its original packaging as received, to include tissue paper, hair nets, packaging materials, and wig box. Tags must be attached.  

Return Product | Eligible For Return

• The lace front must remain free from fraying, tearing, or damage.
• Hair must not be shaken out, brushed, styled or altered in any way. 
• The item cannot have been worn, except for trying it on. 
• The item must be odor-free and product-free, and the cap must be in perfect condition (no make-up or oil transfer). 
• Any returned items with an odor (cigarette smoke, perfume, body odor, etc.), styling product in the hair fibers (including water misting), or make-up on the cap will not be accepted for return.

Try Risk-Free with Free Returns for Store Credit | Checkout with the $3.98 for free returns for store credit on your order if needed and send it back for free if it does not work. The Try Risk-Free option is applicable to store credit. If a refund to the original payment method is requested, it will be subject to the standard Return Policy, including a label fee and a 10% restocking fee. For further details, refer to the additional information provided under the Refunds section.

***Please be aware that the original form of payment for the current order being returned will be the same as what was used to purchase this order, including store credit. Once an order is placed using store credit, it cannot be refunded to any other form of payment.***

USA Return Fees | Didn't checkout with our Risk-Free Return? No Worries! You will begin the return process like normal, where you will be prompted to purchase a discounted return shipping label for your item, saving you time and money!

All returned items will be subject to a 10% restocking fee. If you opt for a store credit in lieu of a refund to your original form of payment, the restocking fee will be waived.

You will receive your store credit, or refund to your original form of payment, once your return has been received and processed. 

• If you choose to exchange your returned item for a different item, simply select the Store Credit option and we will process a store credit to your account once your return is received and approved. 
•  A 10% restocking fee will apply to all orders once received and processed unless a store credit is issued. 
• All store credits issued for a return will expire 180 days from the issue date.

***Please be aware that the original form of payment for the current order being returned will be the same as what was used to purchase this order, including store credit. Once an order is placed using store credit, it cannot be refunded to any other form of payment.***

If you have any questions, or need additional assistance, please reach out to [email protected] or via our live chat feature during regular business hours.

Unauthorized Returns | An unauthorized return is a return that is not requested through our return portal or via our support team. An unauthorized return is a return that is sent back to the manufacturer directly without an RMA #. All unauthorized returns will be charged a 25% restocking fee.

Refunds | All returned items will be refunded to the original form of payment once the return has been received and processed, minus a 10% restocking fee. If you opt to receive a store credit in lieu of a refund to your original form of payment, the restocking fee will be waived. All refunds and store credits will be issued once the returned product(s) has been received and processed.

In most cases, all returns and refunds are processed within 2-3 business days from the date of delivery. On rare occasions, the processing time may extend to a maximum of 15 business days. If the processing time is anticipated to be extended, you will receive a notification within 3 business days from the delivery date of your return. Expedited shipping costs and Route Package Protection fees are non-refundable.  

***Please be aware that the original form of payment for the current order being returned will be the same as what was used to purchase this order, including store credit. Once an order is placed using store credit, it cannot be refunded to any other form of payment.***

Gift Cards | If you use a gift card as a form of payment for your purchase, any returned funds will be refunded back to the gift card. We are unable to provide a cash refund for the amount of a gift card.

Products Not Eligible for Return | Products ineligible for return are as follows:

• Final Sale Items: Open Box, Discontinued Items, Hair Care Products, and Special Offer Items.
• Accessories include hats with hair, headwear, clip-in bangs, ponytails, styling products, canvas blockheads, tape, adhesive, hot air brushes and flat irons, combs, etc.
• Any product that does not meet the Eligible Return Criteria (see above).
• All returns must be in resalable condition.
• If your product is received back and determined ineligible for return, we will ship the product back to you at our cost and include a copy of the Quality Control Report illustrating our findings.

Defective Products | If we are sending your item back to the manufacturer due to a potential defect and inspection, you will receive a refund as soon as the manufacturer processes the inspection request. Please allow up to 15 business days for an inspection to be completed. It may take up to 5 additional business days for your bank to reflect your refund on your statement.

• If the product is deemed defective by the manufacturer, you will receive a full refund.
• If the product is not deemed defective by the manufacturer, you will receive a refund to your original form of payment, minus a 10% restocking fee.

How To Return | To request a return, please visit our USA Return Center within 15 business days of receipt of your item:

• Enter your six-digit Order Number from your order confirmation email and/or the Zip Code from your shipping address to begin your return.
• Select the item you wish to return.
• Select the reason for your return.
• Choose a credit method.
• Confirm your credit option.
• Click the arrow inside the box to acknowledge that you have read and agree to the return policy conditions.
• Submit your return.