* All returns/exchanges must be made within 24-120 hours of recorded receipt.
* 24- 120 hours starts from the delivery date showing on the courier/shipping company website’s tracking page.
* Your wig must be unused, undamaged, and in the same condition you received. It may not have been washed, cut, styled, colored, or worn. It must also be in the original packaging.
Return process: First send us a minimum of 5 pictures and explain in details reasons for the return. After we receive the photos and email, we'll send you our return shipping address.
* We will assess the situation and get back to you as soon as possible with the necessary return information.
* Once your return unit is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection.
* If you are approved, your refund will be processed. A credit will automatically be applied to your credit card or original payment method within days.
* If you are shipping an item over $100 back to us, you should consider using a shipping service with tracking numbers. We don't guarantee that we will receive your returned item. We are not liable for a return shipping label, and We DO NOT accept returned shipments from USPS or post offices. Our return shipping address is the same address on the product package.
Return Fee: Return label or return shipping fee to us is paid by the BUYER
Exchanges are available for products of an equal value. No exchange of products with a lesser or higher value. Whenever mistake is from our end, we’ll take full responsibility for the returns shipping fee
*Customised orders cannot be returned or exchanged under any circumstance.
DELAYED DELIVERY STATUS OF ORDERS
Our standard processing time of orders is between 2-5 weeks(14-35 working days). After we are done processing your orders, orders are handed over to our shipping company(DHL EXPRESS). After shipping is completed, we send out tracking information/details to our customers for them to track their orders.
However, delivery of your order can be delayed by our shipping company (DHL EXPRESS) due to one reason or the other, it’s our job to make sure you get your order is delivered by working with our shipping company to know the cause of delay and provide you with an estimated delivery time.
PLEASE NOTE: We DO NOT issue REFUND for an order with a delayed delivery status.
MISSING PACKAGES
SOFAJ HAIR is not responsible for missing packages sent to the right shipping address. By accepting our terms and conditions pre-checkout you are consenting that you have read our terms of service and you accept that we are not responsible for missing packages sent to the right shipping address.
PLEASE NOTE: We DO NOT accept RETURNS or EXCHANGE or REFUND for the following:
* Customized orders
*Orders with delayed delivery status caused by our shipping company (DHL EXPRESS) due to one reason or the other. However, we will work immensely to make sure your order gets delivered to you in no time and make sure we compensate the customer for delayed time.
* Wrong color chosen by the customer (please ensure you choose the correct color you want for your wig)
* Wrong length chosen by the customer (please ensure you choose the correct length you want for your wig)
* Wrong Wig cap size chosen by the customer (please ensure you get your accurate head size measurement. You can check our “braided cap size” measurement guide on the homepage
Thanks for your patronage!