We truly appreciate your trust in us and understand that purchasing a wig online is a big decision. Our goal is to ensure you're happy with your purchase while maintaining the highest standards of quality and hygiene.
Due to the ongoing effects of the COVID-19 pandemic and to prioritize the health and safety of our customers, we have not yet reinstated exchanges on stock wigs. This policy remains in place to ensure the highest level of hygiene and product integrity. We know how important flexibility is when shopping for a wig, and we are actively reviewing this policy with the hope of bringing exchanges back soon. We appreciate your patience and understanding as we navigate these challenges.
Once exchanges are reinstated, if you're not completely satisfied with your stock wig, you may exchange it for a different style or receive store credit within 2 business days of receipt.
Important Notes:
Your first exchange is free of restocking fees.
If you request a second exchange, a 25% restocking fee will apply.
The unit must be in brand-new, unworn condition—we cannot accept exchanges if the lace is cut, the unit is styled, or the hair has been altered in any way.
How to Request an Exchange (Once Available):
Email us within 2 business days of receiving your order at orders@heavenlytresses.com with your order number.
We’ll provide an Exchange Authorization Form and return shipping instructions.
Once we receive the returned wig and confirm it’s in original condition, we’ll issue your store credit within 2 business days.
Please note: Customers are responsible for return shipping costs.
Each custom unit is made to your exact specifications, so all sales are final. Please ensure your measurements are accurate, as we cannot be responsible for improper sizing.
Color may vary slightly due to screen resolutions; our color chart serves as a reference only.
All custom-colored units are dyed by professional colorists by hand, and slight variations may occur.
For hygiene and safety reasons, we cannot accept wigs that have been worn, cut, colored, or altered in any way. This aligns with federal law and industry standards to ensure all customers receive new, unused products.
If you have any questions, feel free to email us at orders@heavenlytresses.com. We strive to respond within 24 hours and are happy to assist you!
Thank you for being a valued part of the Heavenly Tresses family. We appreciate your support and understanding during this time.