- Privacy & Security
- Placing an Order
- Order Processing
- Shipping Information
- Order Tracking
- Returns
- Color Selection and Ordering Policies
- Additional Shipping Information
- Cancellation or Change of Order
- Theft and Fraud
- Changes to Policy


PRIVACY & SECURITY

We use VeriSign Secured SSL encryption to protect your personal information and credit card secure from theft. Your personal information and credit card information are protected and sent safely when you shop with us. We will never distribute your personal information in any way other than to process your order.

Full Security Policy

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PLACING AN ORDER/PAYMENTS

Choose your item(s), quantity and color choice from the product page of item(s) you wish to purchase. Click Add to Cart, checkout and that's it.

Orders are pre-authorized only upon order placement. We do not charge for your order until it begins processing. If for any reason your order is cancelled, we immediately void your pre-authorized amount, however the amount will continue to show pending on your account, which will drop off in several business days, or as per your credit card bank's policy in releasing funds to you.

PAYPAL PAYMENTS: We advise you have a VERIFIED account to avoid any possible delays or cancellation of your order.

We Accept The Following:


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ORDER PROCESSING

Both your billing and shipping information must be on file with your credit card issuing bank. If requesting shipment to an address other than your billing address, if the address is not able to be verified, we reserve the right to ship to the verified billing address, or cancel your order.

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. Items in stock generally ship the same business day.
  • Express and Expedited Shipping: begin processing the same business day if received by 10am CST. Applies to in stock items only.
NOTE: In the instance of backorder(s) of item(s), which is not uncommon in the hair industry, we will notify you by email and do our best to indicate the estimated availability date. Kindly note, product availability is NOT able to be updated in 'real time' as item availability can change without notice with the given manufacturers. While some websites attempt to update backorder(s) styles or colors, it is NOT 'real time.' Please refrain from rudeness in response if we do reach out to you to notify of a backorder. You have the option of having item(s) shipped once available, change a color selection for the style, or cancel your order.

SHIPPING INFORMATION

ORDERS SHIP DISCREET FOR YOUR PRIVACY

  • FREE GROUND SHIPPING ORDERS $50+ 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

Ground Shipping Only On:

  • Rene of Paris, Noriko, Amore, Orchid, Muse Series, as well as Louis Ferre brand, and wet wig care products.

Additional Shipping Information:

  • Shipment/order arrival timeframes are approximate and may be subject to delays incurred the the 'shipping carrier,' which we have no control over. 
  • Order processing timeframes are subject to in stock availability. If any item(s) out of stock in our warehouse, expect a minimum of a 1-day delay in processing.
  • Shipments to Alaska, Hawaii, Puerto Rico, and PO Boxes ship standard shipping only.
  • We do not ship to APO/FPO addresses or Internationally at this time.

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ORDER TRACKING

Orders are shipped via UPS, Fed-Ex. and USPS Priority mail. International shipping via Priority Mail International.

Upon shipment of your order, you'll receive and email containing your tracking number. Simply click on the tracking number link to follow your order in transit. A signature is required at time of delivery.

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RETURNS

EASY RETURNS - 3-STEPS AND DONE.

We want you to be happy with your purchase, yes, we accept returns. Follow the simple steps below to get your item(s) back to us.

1) Send us an email within 5-business days of your order arriving to request an RA number PRIOR to sending back. Note your order number.

  • [email protected]
  • You'll receive a response email from us with your RA (same day, or within 24 hours.)
2) Mark your RA number on the outside of your return shipping box to avoid refusal.

3) Fill out your Returns Form received with your order and send back with your return item(s).

  • Restocking Fee: 15% of original price before any discounts received.
  • Standard shipping fee deduction if order shipped under our free shipping offer.
  • Maximum 2-items per order will be accepted back for return.
  • Total promotional discount used on order will be deducted from return credit in the instance of items kept fall below the "minimum order total" threshold requirement.
  • We reserve the right to increase restocking fee to 30% for customers who repeatedly order only to return which is applied on third consecutive return.
  • Item(s) must be received back no later than 10-business days of your issued RA.
  • Allow 3-5-business days for returns to be processed.

WHY RESTOCKING FEES?
  • We refrain from placing previous customer returns in constant rotation from one customer to the next as some wig companies offering 'no restocking' fees.
  • We sell BRAND NEW ITEMS.
  • As the distributor, we are charged restocking fees by the manufacturer(s) to return to them. Hence, restocking fees.
  • We have a limited inventory sale section you can shop. Each of these items undergo strict quality control prior to ever being placed there and sold at a deeply discounted cost at final sale.
  • We greatly appreciate your business, however if you choose to not honor the agreed upon Returns Policy, respectfully please shop elsewhere.


RETURN ELIGIBILITY:

Items sent back must be in factory brand new condition - "all" original packaging included and in tact without any rips, tears, crushing, all tags still attached, and without signed of brushing, combing, wear or odors. If a color issue, do not try the item on. 

Any items sent back that do not meet this criteria or simply thrown into original box with no regard to ensure sending back brand new as shipped to you will be charged a 30% restocking fee, or in some instances returned to you at your own cost.  


*FINAL SALE ITEMS:

Henry Margu, Louis Ferre brands, wig care items, headwear, costume wigs, color rings, sale clearance items and price matched.


EXCHANGES:

We do not offer exchanges. If you need a different color or style simply place a new order for the item(s) you wish to purchase and send back your return item per our outlined Return Policy.


DEFECTIVE, INCORRECT MERCHANDISE, OR OTHER ISSUES ORDER RECEIVED:

Upon order arrival, check your item(s) immediately. If any issue with order received, email us no later than 3-business days of your order delivery date to request an RA. Clearly state in your email the issue with order.

Our policy in contacting us within the time-frame noted will not be wavied. Why? Because we as the distributor, are also held to cut of times by the manufacturers of the brand we carry to notify them.

NOTE: item(s)/orders are video-taped for quality control and accuracy, both outgoing (shipment to you,) and incoming (from you back to us). Deemed necessary for security measures for both you the customer, and us as the merchant, in keeping both parties 100% accountable. Do not purposely inflict damage on an item in an effort to avoid return restocking fees, or feel 'defect' is simply not liking a style. We're aware when items have been tampered with and when they meet manufacturer specification/standards. As shipments are cross checked against video taken of original outgoing shipment, our policy is strict and the standard high on what is deemed as a defect, or item(s) ever been originally shipped incorrectly or with quality issues.

Return shipping fees are to be paid by the customer when sending back. Collect shipments are refused. Merchanside MUST be received back no later than 10-business days of issued RA.

If upon inspection, an item is found to have an issue, your return shipping fee is credited back to your credit card used to pay for original order. The item/order will be replaced ONLY with the corrected or EXACT style or color ordered at no cost to you. Item(s) sent back found damaged as a result of customer misuse, or sent back with signs of wear, odors brushing or combing, excessive treatment, or switched on purpose will be returned to you at your own expense. Any item(s) after inspection found to be correct per manufacturer specification will be processed as a return with the applicable return restocking fee(s) applied and without refund issued of your return shipping cost.

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COLOR SELECTION AND ORDERING POLICIES

Please keep in mind, "true to life color or trucolor" as is said does not exist. There is simply no way ANY image viewed on a device, whether desktop or hand-held can, or will display true color. Limitations with screen resolution, lighting you are physically standing/sitting in while viewing, as well as a multitude of other subjective factors makes the realm of colors a difficult process in choosing.

If not familiar with a color(s) ahead of time, please purchase a color ring or send us a hair sample for a complimentary color match. More on our color match options can be found HERE

Restocking fee will not be waived in a default claim if unhappy with your color selection upon arrival. It is part of our agreed upon policy when you shop with us.


ADDITIONAL INFORMATION

We do not take responsibility, nor is a refund issued in the instance of order delays in reaching you due to weather delays, natural disasters, holiday schedules, or a shipping carriers rescheduled delivery date implemented at their discresion. 

Orders sent back as refused, unclaimed, return to sender at customer's request, or as 'bad address' information provided us when the order was placed, note, when you place and order, you are agreeing to acceptance of the merchandise ordered, as well as providing accurate shipping information. These orders will incur an automatic 30% restocking fee and the remaining balance credited back to your account.

Any returned shipment as a result of an error on our part, the order will be reshipped at no cost to you.


E-GIFT CARDS CERTIFICATES:

E-Gift certificates are sent to the receipient's email address. Delivery to an incorrect or invalid email address is the sole responsibility of the purchaser. Therefore, as the bearer of the certificate, purchaser is responsible for any loss or theft. No refund or credit will be issued back to the purchaser. If the certificate shows proof of purchase, the balance shown on record of the certificate would be issued only to the same email address used for the original purchase.

LOST MERCHANDISE:

In the instance a shipment does not arrive, yet the tracking information shows delivered, we consider the order delivered. For 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.

Orders with signature confirmation upon delivery, any signature for an order other than the intended recipient is deemed as mail fraud by the party that signed. We do report mail fraud in every instance.

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CANCELLATION OR CHANGE OF ORDER

Once an order has been placed, it begins processing and is 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 5-business days of your order delivery date to request an RA (Return Authorization). The return restocking fees apply and will not be waived, including any refused shipments. Why? As the distributor, we are charged restocking fees by the manufacturers as well, which is why restocking fees exist.

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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 an opportunity 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, your information is placed with a third-party Collection Agency and your delinquent debt submitted to the three major credit bureaus. In some instances, if the dollar amount meets or exceeds a certain dollar amount, law enforcement will be contacted to file a report of theft of merchandise.

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.

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CHANGES TO POLICY

We reserve 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.

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