Return & Refund Policy

Making customer feel satisfied is our final goal ! We gladly facilitate exchanges and returns of unused wigs within 15 days of receipt. For a return or exchange, the wig must be in its original condition – with uncut, unbleached hair, unchanged color, and untouched lace (without cutting or secondary trimming).

Wigs, being personal items in direct contact with the scalp, prioritize customer safety and hygiene. Hence, we cannot accept used wigs for return.

How To Apply For A Return/Refund?

1. If you believe you have received defective or incorrect items, please contact us via e-mail within 15 days upon receipt. Detailed descriptions(order number, item name), pictures, and/or videos in report email(s) to support@soulladywigs.com are helpful in accelerating the return/refund process.

2. Our customer service team will respond to you within 2 business days except the weekends.

3. If you need to return, please return the item according to our instructions and send us return proof in the form of the tracking number and a valid return receipt.

4. Once we have received the returned item(s), we will contact you and process an exchange or a refund within 3-7 business days. 

About Return

1. Kindly note that We DO NOT provide shipping labels.

2. For artificial reasons cause the items damaged, cannot be returned or exchanged, eg: cut the lace, hair has been washed/dyed/bleached...

3. Please return your package(s) via USPS Flat Rate shipping with a tracking number for convenience, as we are not responsible for loss of package or stolen packages, and we will not issue return credit without proof of receipt and delivery.

4. You may be responsible for covering shipping costs for return items and shipping charges must be prepaid. 

Please Attention:

1. You're responsible for the return shipping charge, which is about $8-$15 for U.S. customers.
2. We DO NOT accept the return packages without our Return Authorization.
3. We DO NOT accept the return packages by freight collect.

For customers outside of the US, we suggest you ship your package by postal express, which will be a little cheaper than FedEx, UPS, DHL and etc.

Note: you can keep the gift in the package if you like them.

About Refund

1. Refund will be processed and automatically returned to your original method of payments in 3-10 working days.

2. If the return is due to the buyer's responsibilities (such as don't like/want, ordering wrong products/sizes), we will remove approx $20 from your refund as operating service fees, product damage fees, or freight.

3. The $20 fee will also be charged on orders that are refused by the customer at the time of delivery or returned due to an "UN-deliverable" address.

 Soul Lady Return policy

Returnable Items

1. Items must be unworn, unwashed, uncut and un-styled (free of any stains from makeup, deodorant, or wear) and with the product's package attached.

2. The incorrect items sent to us will be discarded upon receipt. We reserve the rights to solely define, limit, refuse, and/or reject returns from customers at any time due to:

     1) With an irregular or excessive return history, or involving worn, altered, laundered, damaged or missing items, etc.

     2)  Potential fraudulent or criminal activity.

In these situations, our team will reach out to discuss the situation and work with you to either resolve the issue or determine if we need to refuse service going forward. While we never want to reject a customer, we must ensure the safety, welfare, and comfort of all our customers across the globe. 

About Canceling An Order

Before we pack your order well and ship it out, You can cancel/change your order detail (2 hours upon payment).  

Please feel free to contact us at support@soulladywigs.com for any assistance. We will do our very best to help you and reply to all messages within 1 business day.  Soul Lady Hair reserves the right(s) of final interpretation for all the policies here.

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