EXCHANGE AND STORE CREDIT POLICY

Thank you for shopping at Heavenly Tresses!

In response to the CO-VID 19 pandemic, Heavenly Tresses has amended our stock wig exchange policies. Beginning Wednesday, 4/1/20 moving forward there are currently NO exchanges allowed on any stock wigs product. 

Custom wigs are always final sale. NO exceptions.  

-----------------

To ensure customers are satisfied with their purchase, Heavenly Tresses we are aware of the difficulty of purchasing a Lace Wig online without the opportunity of experiencing it first hand, so we offer a first time no restocking fee exchange.

** After the first free exchange a 25% restocking fee will apply **

If for any reason you receive your stock wig and are unhappy with it, you may exchange the unit for a different style or receive store credit within (2) days of receipt.  

PLEASE NOTE : 

* Unit MUST be in brand new / unworn / condition* There is unfortunately, nothing we can do if you cut the lace , try on the unit and or style the hair in any way. 

PRODUCTS:

Stock Wigs - Eligible for exchange or store credit  Final sale

Custom Made Wigs/Made to Order - Final Sale  

Frontals/ Hair Extensions - Final Sale

All Clearance Items - Final Sale

 

Exchange Policy on Stock Wigs 

The request to perform an exchange or receive store credit must be made within (2) business days from the date you receive your order. Please be advised, per federal law, we cannot accept used/worn hair that has been altered in the following ways: combing, brushing, cutting of lace, coloring, hair installation, and any other physical and chemical alterations. Please note that doing so voids the exchange process.    

The product can only be exchanged for an item(s) of equal or of greater value, no cash refunds are permitted. E-mail us within 2 business days at orders@heavenlytresses.com  and let us know your order number. We will then provide you with an exchange form and a return address to ship your item(s) back.

1.E-mail us within 2 business days of postmarked receipt date at orders@heavenlytresses.com and let us know your order number. 

2. We will then provide you with an "exchange authorization" form that must be completed and then a return address will be provided to ship your item(s) back.

3. When your return is received, we will confirm the stock wig is in new condition. If the wig is in new condition, you will receive an email confirmation and a store credit code within 2 business days.

Restocking Fee: No Restocking fee for 1st return. Please note a 25% restocking fee will be assessed for a second return thereafter.

**Shipping cost is the responsibility of the buyer**

Exchange Policy on Custom Made Wigs 

Due to the nature of the item, ALL Sales are FINAL on custom lace wigs. Our Production Team will make your custom wig according to your exact specifications. Please note, we are NOT responsible for improper measurements resulting in a wig that does not fit. We are also not responsible for variances in color caused by monitor settings. **Please note: Our color chart is an approximate simulation. Colors may vary upon the device you are using to view it on and/or screen resolutions. This is simply a guide/reference point.** All units are dyed by professional colorist by hand. We are not responsible for custom color variances perceived by the client/buyer as been inaccurate. 
 

1. What is the exchange period?

The exchange period for unopened [stock units] is (3) days from the date that you receive your hair. 

2. Why is Heavenly Tresses non-exchangeable if used?

Per federal law, the return of used/worn human hair products is prohibited, no exchanges can be performed on used items. When you shop on our website, you agree to the terms of the return policy. 

Human hair wigs, Human Hair extensions and Hair pieces are considered a hygienic product. We take matters of hygiene and public safety very seriously and do not allow used items to be returned for the safety of all our customers. We are not alone - other hair extension brands do not allow returns of opened or used items for the same concern.

3. Do I have to pay for the shipping of my return?

As outlined above, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because Heavenly Tresses will not be responsible for lost returns.  International Customers: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

4. How may I contact you?

You may contact us via e-mail. We always guarantee a response within 24 hours and will be more happy to assist you!  We want to take care of you in a timely fashion. Communicating with us is the best way to have a smooth process so you can get back to enjoying our hair!Should you have any other questions, feel free to e-mail We're here to help! 
 

NOTE: All Custom orders and items in custom collections are FINAL SALE cannot be refunded, returned or exchanged. As they are final sale. These terms are agreed to when you check out. Your selection and confirmation of any order placed indicates your acceptance of our Terms and Conditions.

** A 50% restocking fee will apply in the rare occasion we approve an order cancellation when the unit has already been submitted into production and is in production.