At Express Wig Braids, customer's satisfaction is our major priority. We make sure all wigs are thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.
The nature of our product, which are handmade customized wigs, do not permit a return. All sales are final and refunds are not allowed. Except for exceptional cases that has to do with either sending the wrong order or quality problem.
RETURN; only if you are eligible for a return, before you want to return goods, please contact us first via email to discuss the problem(s) you are concerned about. If you want to return your order, please notify us at email@example.com, stating the reason with picture reference and your order number within 72 hours of receipt. We will inspect and respond with the return address if need be. Please do not return the wig without our permission. We may not receive your returned item, then we will not exchange nor refund. Wig must be sent back complete, unaltered in the original packaging (we know how we send all of our wigs), including all promotional or gift items added in your package. All packages should be sent via a trackable method. We are not responsible for package lost in transit. So please contact us with all your questions and concerns before placing your order.
REFUND; wigs are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened/used or altered items to be returned for the safety of all our customers. We are not alone, other hair extensions suppliers do not allow returns of opened items for the same reasons. We only offer refunds for wigs considered under exceptional cases that has to do with a fault from us (that is if another of the same product or a product of an equal value is unavailable or cannot be made). Otherwise, a store credit or gift card would be issued.
You should state a specific explanation and clear corresponding photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service, because we will look into it with matching visuals of the state the wig was before it was sent to you, to actually confirm if it is our wig and if the fault wasn't from us.
Note: if you do not select any color option, length option, or other options you want from the drop down menu on the website, your wig would be made by default to same exact color displayed on the product page and other options mentioned on the description of the style’s product page you purchased. We are not responsible contacting you as regards your choices. Also your order won’t be eligible for a return or a refund. Please, ensure you go through your order correctly before you place them.
Once your return is received and inspected, an email would be sent to you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, please allow 5-7 working days from our receipt of the returned goods for an exchange if available or a refund to be processed. You will receive a confirmation email once the transaction has been completed. Please allow up to 7-10 working days for the funds to reflect in your account. The full original shipping charges would only be refunded when it has to do with a wrong order fault from us. Anything asides that will not be refunded. If you have any questions, or wish to discuss the return procedure in further details, please do not hesitate to contact us.
If you haven't received a refund yet, please check with your bank or contact your credit card company, it could take some time before your refund is officially posted. Please contact us again if you have done all of this and still haven't received your refund.
- if you would like to change your order details and style, that can only be done within 24 hours of placing the order. Anything after that time is final. Items can be changed before production. We will change for you according to your request within 24 hours after placing your order.
- Items can not be changed after production. If you choose to cancel, we will cancel and refund you according to our cancellation policy. Please refer to our cancellation policy below.
after sale: we offer change, but we only accept to change based on wrong order mistake from us for a change or a refund. We have size chart, color chart and other product details on our website, we hope that customers look through our page carefully before you place an order. Sorry for those who chose the wrong color or the wrong size. Please contact us before you place your order via our email firstname.lastname@example.org
NOTE! In order to avoid fraud, further documentation or forms of identification may be requested to process your order if your billing address differs from your shipping address, if you are unable to provide a genuine means of identification, we reserve the right to cancel your order.
RETURNS & REFUNDS POLICY; we strive to provide customers of all backgrounds and ethnicity, standard braided handmade wigs of high quality, and if there is any problem concerning our quality , we will gladly exchange the item with matching same valued item. If the return items qualifies for an exchange after thorough inspection. Please ship the item back as it was initially packed and sent in no used state within 72 hours of receipt.
- You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Any return made without contacting us before returning is not guaranteed.
- All items must be in new condition, items cannot be tried on and cannot be worn, with all original packaging.
- All items must be sent back within 72 hours of receipt after a confirmation from us.
- No refund or exchange on wigs that do not meet this criteria. You can request for your item sent back to you and the reshipping fees will be charged.
- All customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking number, because Express Wig Braids will not be responsible for lost returns or damaged returned wig.
Note: Please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned back to you.
- For our customers who got a wrong order, we will be responsible for the shipment fee you incurred in returning back the wig to us, if after examining your case file, we are at fault of sending you a wrong order. We must receive and inspect the order by matching it with all initial visual recordings of how the wig was before we sent it to you and in what state we received it for confirmation before an exchange or a refund can be made.
- Promotional items of the product being returned must also be sent back, otherwise retail value will be charged.
CANCELLATION POLICY; we understand that ordering a wig for your appearance is an important undertaking. However, it is important to note that our wigs are handmade customize for you specially. We get charged for processing your payments on our website by the payment providers you have selected which are non-refundable fees. Also we incur production Labor Costs and Material Costs as soon as production begins.
The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation and return policies below for details.
- Cancellation fees on orders placed within 24 hours is 15% of total amount paid. "Be sure you can abide by our policies before placing an order"
- Cancellation fees on orders placed after 24 hours is 50% of total amount paid. "Be sure you can abide by our policies before placing an order"
- Once the item has been delivered, the order can't be cancelled.
- If you really have a special circumstances need to cancel the order, please email us on time. We will calculate the cancellation time according to the time the email was received.
- All refund will be made to the original method of payment after we have received, inspected and confirmed that the returned wig has not been used and opened.
NOTE! all exchanges and refunds may be accepted only subject to the Return Refund & Exchange Policy listed above.
In a case where any of the conditions above are not met, Express Wig Braids reserves the right to refuse an exchange or a refund.