At www.herwigstore.com, Your satisfaction is our goal! We offer 30 Days return & exchange. Before you want to return goods, please contact us via email to discuss the problem you are concerned about first. If you want to return your order, please notify us by email, stating the reason and the order number within 7 days of receipt. And ask the customer service staff for the return address. Please do not return the goods without permission. We may not receive your return goods, then we will not refund. Your feedback is very important to us. Any items must be sent back complete with the original package. All packages should be sent via a trackable method. We are not responsible for packages lost in transit. Please pay attention to that the original shipping charges are non-refundable. So please contact us with all your questions and concerns before placing your order.
How to apply for Return/Refund
1. If you believe you have received defective or incorrect items, please report via e-mail within 30 days of receipt. Detailed descriptions, pictures, and/or videos in report email(s) to [email protected] are helpful in accelerating the return/refund process.
2. Our after sale service team will respond to you within 1 business day.
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 1-3 business days.
Return
All items must be in new condition, items cannot be worn, with all original packaging.
All items must be sent back within 30 days of receipt.
Items that do not meet these criteria will be charged a 50% fee OR you can opt to have the items sent back; and the reshipping fees will be charged.
Shipping fees for returns are to be paid by the customer. We are not responsible for lost or damaged packages.
Promotional items of the product being returned must also be sent back, otherwise retail value will be charged.
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.
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 may deduct approximately 30% of the material cost from your refund as a restocking/handling fee and you will be responsible for the return shipping costs.
3. A 30% materials charge may also be applied to orders that are rejected by the customer on delivery or returned to an "un-deliverable" address.
Cancel
We appreciate that you have chosen www.herwigstore.comand we understand if you have special circumstances and would like to cancel your order. However, it is important to note that our wigs are custom made and once the production process begins, labour and material costs are incurred, so please cancel/change your order before it goes into our warehouse. Please refer to our cancellation and returns policy below for more details.
* Standard orders cancelled within 24 hours of payment confirmation: you will receive a full refund.
* Orders cancelled within 3 working days of payment confirmation: 70% can be returned.
* Orders cancelled more than 3 working days after payment confirmation: 50% can be returned.
* Orders cannot be cancelled once the item has been delivered.
* If you do not reply to us within 3 days to confirm your cancellation request, we will cancel your order and provide a refund in accordance with our cancellation policy.
If you need to cancel your order for any reason, please contact us by email! The cancellation time will be calculated from the time we receive the email.
Please feel free to contact us at [email protected] for any assistance. We will do our very best to help you and reply to all messages within 1 business day. www.herwigstore.com reserves the right(s) of final interpretation for all the policies here.