Return & Refund Policy

Customer satisfaction is our top priority! We gladly facilitate exchanges and returns of unused wigs within 15 days of receipt. To qualify for a return or exchange, the wig must be in its original condition – with uncut, unbleached hair, unchanged color, and untouched lace (no cutting or secondary trimming).

As wigs are personal items that come into direct contact with the scalp, we prioritize customer safety and hygiene. Therefore, 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 email within 15 days of receipt. Providing detailed descriptions (order number, item name) along with pictures and/or videos to service@soulladywigs.com will help accelerate the return/refund process.

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

3. If you need to return the item after communicating with us, please follow our instructions and provide return proof, including the tracking number and a valid return receipt.

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

About Returns

1. Please note that we do not provide shipping labels.
2. Items damaged due to artificial reasons, such as cut lace, used/washed/dyed/bleached hair, cannot be returned or exchanged.
3. Return your package(s) via USPS Flat Rate shipping with a tracking number for convenience. We are not responsible for lost or stolen packages, and we cannot issue return credit without proof of receipt and delivery.
4. You are responsible for covering the shipping costs for return items, and shipping charges must be prepaid. 
5. Please return the package to our specified return address.

Please Note:

1. You are responsible for the return shipping charge, which is approximately $8-$15 for U.S. customers.
2. We do not accept return packages without our Return Authorization.
3. We do not accept return packages sent by freight collect.
4. No returns or exchanges on customized units.

For customers outside of the U.S., we recommend using postal express for shipping your package, as it is usually more cost-effective than FedEx, UPS, DHL, etc.

Note: You may keep the gift included in the package if you like.

About Refund

1. Refunds will be processed and automatically returned to your original payment method within 3-10 business days.
2. For returns initiated due to buyer's responsibility (e.g., dissatisfaction, incorrect product/size ordered), a $20 deduction will be applied to cover shipping, restocking, handling fees, or damaged goods.
3. The same $20 fee applies to orders refused by the customer upon delivery or returned due to an "undeliverable" address.

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. 

Canceling An Order

You may cancel or modify your order details within 2 hours of payment, before we pack and ship your order.

For assistance, please contact us at service@soulladywigs. We strive to respond to all messages within 1 business day.

Soul Lady Wig Hair Company reserves the right to make final interpretations of all policies.