Refund Policy
My goal is for you to love your wig. I know that sometimes a wig just isn't quite right, and I'm here to help. This page explains how returns, exchanges, and refunds work for my human hair and synthetic wigs.
Quick Summary
Ready to Ship wigs, human hair and synthetic, can be returned or exchanged. Email us within 7 days of delivery.
Custom (made-to-order) wigs and wigs with pre-cut lace are final sale.
Once your return is approved, ship it back within 7 days with express tracking.
You cover return shipping, and your original shipping fee is non-refundable.
Any duties, taxes, or brokerage fees we're charged when your return arrives are deducted from your refund.
Can I Return or Exchange My Wig?
We accept returns and exchanges on Ready to Ship wigs, human hair and synthetic, as long as:
-
You email us within 7 days of receiving your wig.
-
You ship the return within 7 days of our approval, using an express, tracked service.
-
The wig is brand new and unworn, with uncut lace, tags attached, original packaging, and no makeup, perfume, hair products, or damage.
Custom wigs and wigs with pre-cut lace are final sale and can't be returned or exchanged.
Custom Wigs: No Returns
Custom wigs are handcrafted just for you, using your measurements, selected style, and chosen color. Because each one is made to order and can't be resold, custom wigs are final sale and not eligible for return or exchange.
You'll have a 24-hour grace period after your order is confirmed to make any changes. After that, production begins and the order can't be altered, canceled, or refunded.
Not sure about your color or measurements? I'm always happy to help. Please email me before ordering at info@wigsbysteph.com.
For full details on how custom orders work, including timelines, production stages, and change requests, read my Custom Wig Policy.
Cancelling a Custom Wig Before Production
-
If production hasn't started, we'll cancel your order and give you a full refund.
-
If production has started, we may keep part of your payment to cover materials and labor.
How to Start a Return or Exchange
Email info@wigsbysteph.com within 7 days of receiving your wig. Include your full name, your order number (or wig name and color), and a brief reason for the return or exchange.
Steph, or a team member, will reply with return instructions. Please don't ship anything back until we've approved it.
Return Shipping
-
Ship your wig back with express tracked shipping. You pay the cost to return it, and the original shipping fee you paid at checkout is non-refundable.
-
If your return is lost and has no tracking, we can't process a refund.
-
Most express international returns take 4 to 10 working days, depending on your location.
-
If we're charged duties, taxes, or brokerage fees when your return arrives, that amount will be deducted from your refund.
-
Your wig must come back in its original packaging, with tags and lace intact, clean, unworn, and undamaged. If it doesn't meet these conditions, we'll send it back to you without a refund.
What Happens After We Receive Your Wig
We inspect every return within 5 working days. Once it's approved:
-
Refund: sent to your original payment method. Most refunds appear within about 10 days, depending on your bank.
-
Exchange: your new wig ships within 2 to 3 working days, depending on stock.
-
Store credit: we'll email you a code to use on a future order.
Important Notes
-
Wigs that are used, altered, or damaged (including cut lace) can't be returned or exchanged.
-
Custom wigs, wigs with pre-cut lace, and final sale wigs are not eligible for return.
-
If we don't receive your return or proof of shipment, we can't process a refund.
-
Returns sent outside these timelines, or without approval, may be refused and sent back.
Need Help?
We're always here to support you. If you have questions, or you're ready to start a return, email info@wigsbysteph.com.