Shipping & Return Policy

1. Return and Exchange Policy

15-Day Return and Exchange Policy

  • Return Conditions:
    The wig/hair must be in its original, unused condition—uncut, unwashed, unbleached, and with untouched lace. Used wigs cannot be returned due to hygiene and safety reasons.

  • Return Process:
    Contact us within 48 hours with photographic or video evidence for any issues. Unauthorized returns without prior approval will not be accepted.

    • Return shipping is the buyer's responsibility. Do not send COD packages as they will not be accepted.
    • The buyer is responsible for PayPal fees, bank charges, and ensuring the item is returned in its original condition.

  • Refund Process:
    Refunds are processed within 24 hours and should appear in your account within 3 business days, depending on your bank.

2. Shipping and Delivery

  • Processing Time:
    Orders are processed and shipped within 24 hours of payment, or at the latest, within 48 hours. Custom wigs or out-of-stock items may take 2-3 extra days for preparation.

  • Delivery Time:
    Shipping to the USA, Canada, UK, Ireland, France, Belgium, and Germany typically takes 3-5 business days. Delivery times may vary due to weather, holidays, or unforeseen circumstances.

  • Shipping Costs:
    The buyer is responsible for customs duties upon arrival in their country.

3. Lost or Stolen Packages

  • Steps to Take:

    1. Contact the delivery provider immediately for details.
    2. Check with neighbors or building reception to see if the package was received.
    3. Verify the provided delivery address to ensure accuracy.

  • Investigation:
    If the package is marked as delivered but not received, our team will initiate an investigation, which may take 1-2 weeks. We will assist in filing a claim with the courier for lost packages.

4. Custom Products Policy

  • Customization Time:
    Custom orders typically require 1-3 working days. Contact customer service for specific details.

  • Returns/Exchanges:
    Custom products are not eligible for return or exchange once approved and shipped. We provide a video showcase for approval before shipment.

5. Exchange Policy

  • Exchange Process:
    If an exchange is approved, the new item will be shipped within 3 business days after receiving the returned product.
    • The buyer is responsible for covering return shipping and any customs clearance fees.

For Returns, Exchanges, or Shipping Inquiries, please contact:
📧 service@jazzwigs.com