Return & Refund Policy

Customer satisfaction is our top priority. If something is not right, we will work with you to fix it.

Quick Answer

You have 15 days from delivery to request a return. Returns are sent to our warehouse in the United States, so you never need to ship anything back to China. Email service@soulladywigs.com before sending anything back so we can confirm the process with you.

Return Window and Condition

We accept returns and exchanges on unused wigs within 15 days of delivery. To qualify, the wig must be in original condition: uncut, unbleached, unstyled, with unchanged color and untouched lace, and with the original packaging attached.

Because wigs are personal items worn in direct contact with the scalp, we cannot accept used wigs, for hygiene and safety reasons.

Items That Cannot Be Returned

1. Wigs that have been worn, washed or styled
2. Wigs with cut or altered lace
3. Hair that has been dyed or bleached
4. Custom-made orders, and any order involving a customization service such as custom color, cap size, lace or styling, once production has begun

Who Pays for the Return

If the problem is on our side, we cover everything. That includes a product defect, the wrong item being shipped, or a delay caused by us. You pay nothing and nothing is deducted from your refund.

If you are returning for a personal reason - for example you changed your mind, no longer need the item, or ordered the wrong style or size - you are responsible for the return shipping cost, and a $20 handling fee is deducted from your refund to cover warehouse processing. The same fee applies to orders refused at delivery or returned as undeliverable.

We confirm which of these applies to your situation by email before you ship anything back, so there are no surprises.

How to Start a Return

1. Email service@soulladywigs.com within 15 days of delivery with your order number, the reason for the return, and photos or video if the item is damaged or incorrect.
2. Our team replies within 2 business days with a Return Authorization, the US return address and step-by-step instructions.
3. Ship the item back with a tracking number and send us the tracking details. We recommend USPS Flat Rate.

Please do not ship anything back before you receive our Return Authorization. Unauthorized returns and freight-collect packages cannot be processed. We are not responsible for lost or stolen return packages, so please keep proof of postage.

Refund Timeline

1. We receive and inspect your returned item.
2. We process the refund or exchange within 3-7 business days.
3. The refund is returned to your original payment method, which takes a further 2-5 business days to appear.

Customization service fees are non-refundable once production has begun, and are deducted from any approved refund.

Canceling or Changing an Order

You can cancel or modify your order within 2 hours of payment, before we pack and ship it. Email service@soulladywigs.com as soon as possible with your order number.

A Note on Fairness

We reserve the right to limit or refuse returns from accounts with an irregular or excessive return history, or where there is evidence of fraudulent activity. In these cases our team will contact you first to discuss the situation. You may keep any gift included in your package.

Questions

Email service@soulladywigs.com. We reply Monday to Friday, usually within 12 hours. Live Chat is available 24/7 on our website.