HELP CENTER

Frequently Asked Questions (FAQs)

1. How to Order

Q1: How do I place an order for a wig?
Ordering your perfect wig is simple. Browse our collection and select either a Stock Wig for immediate shipment or a Custom Wig tailored to your exact specifications. For custom orders, you will need to provide details such as color, length, cap size, and desired style.

Q2: How do I determine my correct cap size for a custom wig?
A perfect fit is crucial for comfort and a natural look. Please follow our measuring guide below to determine your head circumference accurately. Our customer service team is also available to assist you with any questions.

Q3: What is the difference between a Stock Wig and a Custom Wig?

  • Stock Wig: Ready-to-ship, created in our most popular sizes, colors, and styles. Ideal for those who need a wig quickly.

  • Custom Wig: Handcrafted from 100% human hair to your unique measurements and style preferences (e.g., cap, density, color blend). This process ensures an impeccable, personalized fit and appearance but requires a longer production time.

Q4: Can I change or cancel my order after placing it?
You may request to change or cancel your order within 24 hours of placing it, but only if production on your custom wig has not yet started. Due to the bespoke nature of our products and rapid processing of stock wigs, we cannot guarantee changes or cancellations after this window. Please contact us immediately.

2. How to Pay

Q5: What payment methods do you accept?
We offer secure payment through various methods:

  • PayPal (You can use your PayPal balance, bank account, or credit/debit card)

  • Credit/Debit Card (Processed securely through PayPal or our MIC platform)

  • Western Union

  • Bank Transfer (T/T)

Q6: Is my payment information secure?
Absolutely. We use trusted and encrypted payment gateways (PayPal and MIC) to process all transactions. We do not store your full payment details on our servers.

3. Shipping & Delivery

Q7: What is the processing time for my order?

  • Stock Wigs: Processed and shipped within 2-3 business days after payment confirmation.

  • Custom Wigs: As each piece is meticulously handcrafted from 100% human hair to your specifications, the production time is 4-8 weeks after all details are finalized.

Q8: How do you ship, and what are the costs?
We ship internationally via premium couriers DHL and FedEx for speed and reliability.

  • Shipping Cost: The standard shipping fee for packages up to 0.5kg is USD $38. (This fee may be higher for remote areas). The exact cost for your order will be calculated at checkout based on weight and destination.

Q9: How long does delivery take, and will I get a tracking number?
Once shipped, delivery typically takes 3-5 business days to most destinations. You will receive a confirmation email with your tracking number as soon as your order is dispatched, allowing you to monitor its journey.

Q10: Are there any additional import taxes or duties?
Please note that any import taxes, duties, or customs fees levied by the destination country are the customer's responsibility. These charges are not included in the product or shipping price and are paid directly to the courier upon delivery.

4. After-Sales Service: Warranty, Returns & Repairs

Q11: What is your return and refund policy?

  • Custom Wigs: As they are made to your specific requirements, all custom wigs are final sale and cannot be returned or refunded unless a manufacturing defect is verified.

  • Stock Wigs: An unused stock wig in its original, resalable condition can be returned within 30 days of receipt. A restocking fee of $100 USD is deducted to cover return shipping and professional cleaning. The original outbound shipping cost is non-refundable.
    Please Note: This policy applies to our core wig collection. Certain delicate items like ultra-thin PU units and lace accessories are excluded from returns due to their nature.

Q12: What if my wig has a manufacturing defect?
We take pride in our quality. If you suspect a defect, please contact us within 7 days of receiving your order. We will investigate and, if confirmed, offer a repair, replacement, or refund. We will cover all shipping costs for quality-related issues.

Q13: Do you offer a warranty or repair service?
Yes, we offer a warranty on our high-quality human hair wigs.

  • High-End Human Hair Wigs: Our core collection of premium wigs comes with a one-year warranty against manufacturing defects. Within this period, we offer free repair services. The customer is responsible for the shipping costs to and from our factory.

  • Short-Life & Delicate Products: Please note that certain products, such as ultra-thin PU units and lace toppers, have a typical functional lifespan of a few months and are excluded from this annual warranty and free repair service.

For repairs outside the warranty period or for excluded items, we offer paid repair services—please contact us for a quote.

Q14: How do I care for my 100% human hair wig?
To maintain the beauty and longevity of your investment, we recommend using sulfate-free shampoos and conditioners designed for human hair. Avoid excessive heat styling and always use a heat protectant. Store your wig on a stand to preserve its shape. Detailed care instructions are included with your order.

We're Here to Help
Can't find your answer? Contact our customer service team for personalized assistance.
Email: info@hairwigshops.com
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (GMT+8)