- Placing an Order
- Order Processing
- Shipping Information
- Order Tracking
- Returns and Exchanges
- Gift Certificates
- Color Selection and Ordering Policies
- Additional Shipping Information
- Cancellation or Change of Order
- Theft and Fraud
- Changes to Policy
PRIVACY & SECURITY
HSW Wigs LLC uses VeriSign/Norton Secured SSL encryption to protect your personal information and credit card secure from theft. Additionally, we will never distribute your personal information in any way other than to process your order. The information you supply us is protected and sent safely. Full Security Policy
PLACING AN ORDER/PAYMENTS
To place an order, select the item(s) you wish to purchase by going to the product page, choose your color selection and "Add To Bag." Fill out your billing and shipping information and choose your shipping method. "Submit Order" and your done. You'l receive an email confirming your order has been received.
Orders are pre-authorized only upon order placement. Your credit card will not be charged until your order has shipped. If for any reason, your order is cancelled, your pre-authorized payment will be voided immediately. Note, your credit card will continue to show a "pending" amount which will automatically drop off your account within several business days, or as per your bank's policy in releasing funds to you.
Paypal Payments: We advise you have a VERIFIED account in order to avoid any possible delays or cancellation of your order. We reserve the right to automatically cancel orders from non-verified paypal accounts.
We Accept The Following:
Credit Card Processing/Security:
Both your billing and shipping information must be on file with your credit card issuing bank. If requesting your order ship to an address other than your billing address, please ensure that address is also on file with your credit card issuing bank to avoid possible delays or cancellation or your order. If only your billing address can be verified, we reserve the right to automatically ship your order to your billing address, or cancel your order to ensure security of our merchandise.
Orders are processed Monday to Friday only. Orders placed by 10am CST begin processing the same business day, orders received after 10am CST begin processing the following business day. Standard shipping requires a 2-3 day processing time-frame prior to shipment. In some instances they ship the same business days if in stock.
Express and Expedited Shipping requests - orders begin processing the same business day if received by 10am CST.
In the case of styles or colors that may be on back-order/out of stock, we will notify you by email or telephone. You have the option of having item(s) shipped upon availability, change a color selection or cancel your order.
ORDERS ARE SHIPPED DISCREET FOR YOUR PRIVACY
Domestic Orders over $50 Free [promo code: freeship] Not able to be combined with other promotional offers or coupons.
Standard Shipping [5-8 Business Days] - $8.95
Express Shipping [3-5 Business Days] - $30.00
Expedited Shipping [1-3 Business Days] - $42.00
Priority Air Mail Canada - [8-14 Business Days] - $29.95
International Shipments - [Approximately 8-14 Business Days] Shipping and handing fees automatically calculated at checkout.
Ground Shipping Only: REVLON AND LOUIS FERRE brands as well as all wet wig care products.
Please Note: We do not ship to APO or FPO addresses. Shipments to AK, HI, PR, and PO Boxes ship Standard Shipping only.
Regarding International Shipments:
Customer is responsible for any additional duties, taxes or charges that Customs may charge you in your country of origin. Packages exceeding 2 pounds in weight or shipping to remote destinations may require additional shipping fees. You will be notified by email to inform you of any additional shipping charges prior to order processed or shipment.
Due to the nature of the hair industry, non U.S. orders are final sale and do not qualify for return or exchange. The items we sell are quality control checked prior to shipment.
International orders, we recommend using paypal as your method of payment to not delay processing or possible cancellation. Please ensure you check your billing and shipping information for accuracy before submitting your order. No changes to the billing or shipping address will be made once your order is received. Any shipments returned to us an undeliverable based on incorrect address, or shipments returned to us as unclaimed are subject to a 50% restocking fee.
Orders are shipped via UPS, Fed-Ex. and USPS Priority mail. International shipping via Priority Mail International.
Tracking Your Order. Upon shipment of your order you'll receive an email containing your tracking number. Simply click on the link of your tracking number to follow transit of your order. A signature is required at time of delivery.
EXCHANGES & RETURNS
We understand not every purchase might be perfect in terms of the style or color selection chosen. If in need of a return or exchange please use the link provided to review how to do so. RETURNS and EXCHANGES
Gift Certificates - Purchase:
Gift Certificates are shipped to the purchaser free of charge by first class mail. You will receive a gift card and envelope that will be mailed to your shipping address. If you would like us to fill in the recipient's name, please indicate this in the Additional Comments box at checkout.
Gift Certificates - Redeem:
To redeem a Gift Certificate, simply place the item(s) in your shopping bag you wish to purchase. In the PROMOTIONAL CODE box, enter your gift certificate number and click on the "GO" button to update and your gift certificate apply to your order. Your gift certificate amount will display below item in your bag and any balance due with order. Proceed through the checkout and complete your billing and shipping information, as well as providing your credit card number if any balance is due.
The full amount of the Gift Certificate must be redeemed at time of order. No refunds, cash back, or credit balances will be issued. Items purchased with the use of a gift certificate are final sale.
COLOR SELECTION AND ORDERING POLICIES
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 selection of 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 or contact us for assistance. If you've had the luxury of seeing a style and color(s) in a physical storefront beforehand, then you're a step ahead of most. 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.
ADDITIONAL SHIPPING INFORMATION
We do not take responsibility, nor is a refund issued in the instance of order delays due to weather delays, natural disasters, holiday schedules, or a shipping carriers rescheduled delivery date implemented at their discretion.
Orders sent back to us as "refused" or return to sender upon customer's request, when you place an order, you are agreeing to acceptance of the merchandise ordered. These orders will incur an automatic 50% restocking fee. For any "unclaimed" orders returned to us, you will be contacted to notify and arrange a reshipping cost. If you do not wish to have your order reshipped to you, a 50% restocking fee will be assessed and the remaining balance credited back to your account.
For any returned shipment as a result of an error on our part, the order will be reshipped to you at no cost.
In the instance a shipment does not arrive, yet the tracking information shows delivered, we consider the order delivered. For any claims of non-delivery, please contact the shipping carrier directly and provide them your tracking number. They will provide you the information necessary in how to file a "lost mail/package" report and investigate your claim. As signature confirmation is required upon delivery, any signature for an order other than the intended recipient is deemed as mail fraud by the party that signed.
CANCELLATION OR CHANGE OF ORDER
Once an order has been placed, it begins processing. Most often items are ordered in for the customer. Therefore, once shipped to us from the manufacturer, orders are not able to be cancelled or modified. If a mistake was made in a style or color chosen, or you've changed your mind, you will need to wait until your order has been delivered. Once delivered, email us no later than 3-business days of your order delivery date to request an RA (Return Authorization) to send the item(s) back. Restocking fees for returns do apply and will not be waived. As a distributor, we are charged restocking fees by the manufacturers to send item back to them, which is why fees do apply. Any refused shipments are subject to restocking fees.
THEFT AND FRAUD
If unhappy with our products or service, contact us directly. We are happy to work with you to resolve any issue. If we receive a notification of a chargeback (disputed) charge by your credit card company and you've not shown any effort or willingness to contact us prior to doing so, it indicates you are not willing to allow us to assist in resolution and your actions deemed under intent of theft/fraud. In kind, it gives us permission to issue you a bill for both your purchase amount and recovery fees in the amount of the reversal amount by your credit card company. As the customer, you are responsible for the bill to be settled within 30-days. If the bill is not paid, the bill will be placed with a third-party Collection Agency which then reports the delinquent debt to all major credit bureaus. In some instances, depending on the dollar amount, a police report is filed with your local department under charge of theft.
Theft and credit card fraud with not be tolerated. If you intend to purchase our products with the intent of creating a false chargeback, the process outlined will be followed, and or YOU WILL BE PROSECUTED.
CHANGES TO POLICY
HSW Wigs reserves the right to periodically make changes to our Store Policy and Returns & Exchanges Policy. Please check back for updates and or changes if you shop with us on a regular basis.