Merchandise being returned or exchanged must be received back in factory new condition, ie: original packaging, tags attached, without any brushing, odors or signs of wear or they will be refused.
An RA (Return Authorization) is required PRIOR to sending items back. Email us no later than 3-Business days of order delivery date and note your order number.
Our email address to request an RA: Exchange@theheadshoponline.com
No Returns/Exchanges on the following items:
Any promotional items received with your order must also be returned, or the retail cost of the item will be deducted from your return credit.
Discount and promotional codes and gift certificates received are not transferable to exchange items.
Our maximum 2 items accepted back per order is NOT interchangeable. Total - 2 pieces for exchange OR 2 pieces for return, however not both if order contained more than 2 items.
Customer is responsible for shipping fees to send items back for return or exchange. Allow 7-10-business days for returns or exchanges to be processed.
DEFECTIVE OR INCORRECT MERCHANDISE:
Upon order arrival, please check your item(s) immediately. If there is any issue with incorrect or damaged merchandise please contact us no later than 3-business days of order delivery date to request and RA (Return Authorization). Clearly specify in your email, the issue or problem with the merchandise received.
Our policy in contacting us within the time-frame noted will not be waived.
Merchandise MUST be received back at our warehouse within 10-business days of your RA being issued.
Return shipping charges for the defective or incorrect product are to be pre-paid by the customer. Collect shipments will be refused.
If upon inspection an item(s) is found to be defective or incorrect, your return shipping fee will be reimbursed and your order replaced with ONLY for the correct or EXACT style and color ordered. Merchandise determined damaged as a result of customer misuse, excessive treatment, or is the correct merchandise ordered, will be returned to you at your own cost.
NOTEs REGARDING COLOR SELECTION AND ORDERING:
As best we can display the color swatches for any of the wig brands we carry on our website, keep in mind, there is simply no way to have any of the colors show as "true to life color or trucolor" as is said. Limitations such as monitor resolutions, lighting you are physically standing/sitting in when viewing swatches, as well as a multitude of other subjective factors such as how colors are seen and viewed by one person's eyes to another's, makes the realm of colors a difficult process in choosing. While we do understand your selecting a color will be everything you'd hoped for or expected upon arrival, we highly recommend purchasing a color ring for the brand and style ahead of time. If you've had the luxury of seeing a style and color(s) in a physical storefront beforehand, then you are a step ahead of most customers. For those of you having not had that opportunity, are purchasing for the first time, or even if seasoned in wearing wigs and pieces, and interested in changing your traditional color, it can still be a daunting process. As restocking fees are part and parcel in the hair industry, not only applicable to you, the customer, but also to us, the distributor (by the manufacturers if we need to request a return or exchange on your behalf), restocking fees do apply. They are not in place as a penalty or way for us to make "extra money," they are our agreed upon policy when you shop with us, are non-negotiable and will not be waived.
ORDERING and DELIVERY:
For any orders sent back to us as "refused" or "return to sender upon customer's request," please note, when you shop with us, you are agreeing to acceptance of the merchandise ordered. These orders will incur an automatic 50% restocking fee and the remaining balance applied back to your account. For any "unclaimed" or orders returned to us due to "incorrect address" provided with your order, you will be contacted to notify and arrange reshipping fees at your expense. If you do not wish to have your order reshipped to you, a 50% restocking fee will be applied and the remainder credited back to your account.