PayPal/Affirm Credit *Returns for “purchases” made using PayPal/Affirm Credit Credit will require a 3% fee as PayPal/Affirm Credit has changed their return policy so please call 916-804-1337 or 916-804-1337 first for availability to avoid any charges.
Due to the Corona Virus all packages shipped through FedEx & UPS are not able to provide the “Signature Required” option so at this time they will leave your packages at your front door. If you feel uncomfortable with this risk then another option is to have your shipping address on your order be to the address of the nearest FedEx/UPS store c/o your name and you pick it up from them.
*If you will be at your residence I suggest you place a note on your door asking the delivery person to ring the door & knock several times before leaving.
Blessings from all of us at TheWigEmporium.com
Fondly,
Cheryn Salazar
Q: What is your return policy?
A: Returns are allowed on most all wig(s) if they are returned in exact perfect condition received. Wigs/Hairpieces returned will incur a 15% restocking fee except for the following:
FOLLEA WIG & HAIR TOPPER RETURN & EXCHANGE POLICY
Returns (that are not altered) will be accepted within 7 days from the delivery date with either a restocking fee of 5% or shipping costs, which ever is less. The restocking fee can be waived if you speak with a TWE advisor prior to placing your order. Call 916-804-1337 to speak with an advisor.
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Returned items may not be altered in any way:
• NO cutting of the lace front
• Inclusion of ALL tags originally affixed to the piece
• Returned in its original, unused, perfect and sellable condition
• Returned in its original packaging and FOLLEA box
Follea shall be the sole arbitrator to determine if the piece has been altered in any way from its original condition and if it’s returnable.
Upon request, TWE will provide a complimentary pre-paid mailing label to attach to the outside of your returned FedEx package.
TWE will not assume responsibility for reimbursement in the event the package is lost, stolen, damaged or mishandled 1) Prior to acceptance by FedEx when using the pre-paid label provided by TWE or 2) in the event that the pre-paid label provided by TWE is not used for the return shipment.
If you choose to mail your return without the provided pre-paid label, we highly recommend insuring the product for the full value as TWE will NOT assume financial responsibility for returned items that are lost, stolen or damage when not shipped with the provided pre-paid mailing label.
If the conditions are met, TWE will capture 5% restocking fee for the returned item, or total cost of shipping (whichever is less). 🙂
FOLLEA EXCHANGES
Exchanges can be accepted within 7 days from delivery date and accepted for full value. For exchanges, the 5% restocking fee & shipping fees will be waived, with the same return conditions stated above.
To process an exchange, you must speak with a customer care representative so we may best assist you in selecting the best Follea piece for exchange. Please call 916-804-1337 or email [email protected] for assistance.
House of European Hair- No restocking fee for returns!! (*Only incurred shipping costs will be charged.)
Joli Cameleon- No returns or exchanges.
Final Sale on all Custom Orders. *(Please contact us at 916-804-1337 for any questions regarding exchanges).
Please contact our customer service within 24 hours of receiving your wig for an RA#.
Return and exchange items must be unaltered and in original factory condition, with all tags attached and in original packaging. Wigs and pieces that have product applied to them, have picked up odors, or show other signs of wear are not eligible to be returned or exchanged. Clearance, discounted and custom wigs/toppes are not eligible for exchange or return. All returns and exchanges must first be issued an RMA number before you ship them back to us.
*We greatly encourage you to first “purchase” a Color Ring, &/or a Starter Kit (if applicable) which includes a cap set and color ring to be able to view the colors and try on the caps for sizing, before ordering. Once returned we will void out your pre-authorization and capture only the cost of your standard shipping of $8.95, unless shipped outside of USA or expedited.
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Exchanges: If you receive an item and you would like to make an exchange for style or color, please contact us via phone or email within 24 hours to let us know about your exchange / return, as returns are “time sensitive” (needing to be returned within 7 days of receipt of package). As long as the item(s) are still in the original factory condition we will be glad to make the exchange. Restocking fees may incur, depending on manufacturer. Please call us for more information).
(Non-returnable wigs are stated below).
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Product Eligibility:
We cannot accept items that are not in the original and perfect factory condition. The returned items must be unaltered, unworn, undamaged, and in perfect factory condition. Additionally, all tags and packaging must be included and attached. It is advised that you only try on briefly your wig purchase so that you may view its’ style and fit, as wearing the wig, even a short amount of time can leave an odor and dishevel its’ appearance. A wig cap is suggested if you are using any medications or condition that would emit odor.
Item cannot have any fragrances or odors or have any hair spray, gel, or other products applied.
Most wigs come as pictured, but not all, so to be absolutely sure please call our customer service to inquire before purchasing.
*Regarding disputes, please know any disputed charges will incur a $45 fee if decision is determined unfounded.
Because some Human Hair products are regulated by state laws, we cannot always accept exchanges / returns on all of them. Please feel free to call us @ 916-804-1337 and inquire before ordering.
Color Rings returned within 7 business days will not incur a re-stocking fee; instead you will receive store credit towards your next purchase.
All rings are to be returned to:
ATT: Cheryn Salazar
c/o T. W. E.
315 Plantation Pointe Dr.
Elgin, SC 29045
How to Request a Return or Exchange:
Requests for a return or exchange must be made within 7 days of receipt of product(s). Please call 916-804-1337 or email [email protected] to received specific mailing instructions for returning your product. DO NOT SHIP TO OUR ADDRESS IN SOUTH CAROLINA (except for color rings)! We will provide you with the manufacturer’s address.
Please ship item(s) in a sturdy cardboard box as damaged packages are ineligible for exchange. We also suggest you insure your package as well. Please allow up to 10 business days for the return/exchange process to complete.
Note: If you request our assistance in selecting a style or color, please understand that we can only make suggestions and cannot guarantee that these suggestions will work for you. We cannot waive the re-stocking fee on most returns, so please make sure that what you order is what you want. We suggest you purchase a color rings when choosing a wig.
The above limitations do not apply if the shipment is not what you ordered or is defective.
Q: How and where do I return items I’m not satisfied with?
A: Pack the items in a sturdy cardboard box and call Customer Service at 916-804-1337 or email [email protected] for an RMA# and address.
*We will give you the address to mail your return back to. (It might be different then the address listed on your package).
• You must include a copy of the original invoice (which will be provided to you at this time), a note of explanation, and your phone number (or email address) with your return.
• All returns must show the invoice number and invoice date on the outside of the package.
*Packages received without this information will be refused.
*Please note: If we receive an item that does not meet the above requirements, we reserve the right to send the item back to you and charge shipping fee we are charged from the manufacturer.
Items marked Costume, Closeout, Clearance, Discontinued, Accessories, or Special Orders are not returnable. *If item is faulty we will replace without further cost to our customer.
*Any colored, cut, altered wigs cannot be returned. Must be returned with all tags. Must be returned in same condition as received.
**IMPORTANT INTERNATIONAL SHIPPING INFORMATION**
Custom policies vary, possibly delaying delivery of your order/package. Also, some countries may charge a tariff (duty &/or taxes). As we aren’t aware of each countries policies regarding tariff’s, we do not know if there will be fees. You are responsible for paying additional duties, taxes and applicable customs brokerage fees put into place by your country. You will be charged these additional fees once you receive your package.
We suggest when you inquire to ask if your wig is exempt as wigs are often classed as a medical prosthesis.
If your country is known to delay deliveries at your border then we suggest choosing one of the FED EX or UPS options. Shipping rates will be calculated accordingly. Please call us to use either of these alternative options or if you have any questions at 916-804-1337.
Q: What is the warranty on human hair and synthetic hair products?
A: The warranties are determined by the manufacturers, as they can vary. Due to the nature there can not be a specific time of warranty as there can be so many variables.
We stand behind our workmanship & materials, however, ensuring you get the most life out of your wig or hairpiece is a shared responsibility. There are many ways to damage a high quality, fine hair wig. Examples include damage with hot hair care tools, harsh chemicals, bad haircuts, salon treatments, coloring, perming, build-up of oil and direct residue, aggressive grooming, and many other serious risks. Correct maintenance is the best long-term solution.
We are not a salon, however there are many specified advisory tools on Google and YouTube. Please inquire with us if you have any questions as we can get more information directly from the manufacturers to best serve you.
