Our Policies

Domestic Shipping

Free Round Trip Shipping

Shipping is free and includes return shipping!

Signature Required

  • Your package cannot be delivered without an adult signature.
  • Packages require a signature upon delivery, so please plan accordingly. 

Tracking

  • You will receive a tracking notification when your order has shipped.
  • Your wig should arrive within 1 to 5 days of your confirmation email.

Follow-Up Appointment

The day your package arrives, book your free virtual follow up appointment. The appointment must be scheduled for within 5 business days of your delivery. BOOK NOW

Refunds & Returns

Refunds on In-Store Purchases

  • Cranial prostheses that have not been altered in any way can be returned or exchanged within 24 hours of purchase.
  • Once your cranial prosthesis has been customized it can not be returned or exchanged.

Refunds on Online Purchases

  • After your follow up appointment, any wig you are returning for a refund must be mailed back within two business days. Your return must be postmarked within 2 business days of your follow up.
  • If this timeline is going to be a problem, please email us at info@lenaswigs.com to request an extension. Your time to keep the wigs will not be extended without a written confirmation via an email from Lena's Wigs.
  • To be eligible for a return, your item must be in the same condition that you received it, unworn and unused.
  • If you are returning everything, once we've received and inspected your return, you’ll be automatically refunded on your original payment method, minus a flat restocking fee of $35 for up to three cranial prostheses ($35 total, not $35 for each item) within 10 business days.
  • Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at Info@lenaswigs.com.

$35 Restocking Fee

  • If you ordered multiple cranial prosthesis and are keeping one, there is no restocking fee for the items you return.
  • If you are returning everything, once we've received and inspected your return, you’ll be automatically refunded on your original payment method, minus a flat restocking fee of $35 for up to three cranial prostheses ($35 total, not $35 for each item) within 10 business days.

Late Returns

  • If you return an item outside of the allowed time limit, you will be charged a $150 fee for each wig.
  • If you have kept wigs for more than 15 days over our limit, your return will not be accepted.
  • Exceptions will not be made. Your purchase(s) will be shipped back to you, at your cost.

Non-Returnable Items

  • If you have kept wigs for more than 15 days over our limit, your return will not be accepted. Exceptions will not be made. Your purchase(s) will be shipped back to you, at your cost.
  • Any merchandise damaged due to customer negligence cannot be returned. Customized and modified cranial prostheses: lace hairline traced, hair cut, cap altered, colored, etc., cannot be returned or exchanged.

Customization

  • We make every effort to customize your purchase as quickly as possible, but please understand that all work is done by hand. We do not and can not guarantee that your wig will be ready by a specific date.
  • Orders can not be canceled because of an extended customization process.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

  • Exchanges are only available for items purchased in-person.
  • For online purchases, the fastest way to ensure you get what you want is to return the item you have, and make a separate purchase for the new item.

Rush Orders

How rush orders work

Generally, the customization process can take between 4 to 8 weeks and we can not guarantee a delivery date.

For an additional $300 we can guarantee that we'll complete your wig's hairline customization and cap tailoring within 10 business days.

You are responsible for booking a cutting appointment for the week after your wig is complete. We suggest booking this at the time of purchase.

Your wig will be shipped as soon as your cut is complete.

This service is subject to availability and non-refundable.

Warranties

Wig Warranties

  • New cranial prostheses are warrantied by the individual manufacturers for six months after purchase. Products will be repaired or replaced by the manufacturer at their discretion.
  • We do not warranty cranial prostheses that are not washed and cared for at Lena's Wigs. 

International Orders

Online Consultations

  • Online consultations for international orders require a non-refundable $200 fee, which will be credited 100% toward the price of the wig you purchase within 60 days of the consultation.
  • After 60 days, a new consultation will be required.

Shipping

  • Customers are responsible for 100% of all shipping costs, which must be done through DHL Express.
  • Lena’s Wigs does not take responsibility for wigs lost in the mail. Insuring your purchase is your responsibility.

Tracking

You will receive a tracking notification when your order has shipped.

Customization

  • Customized wigs can be sent in twice within 2 months for additional adjustments.
  • The customer is responsible for all round trip shipping costs.

Return for Credit

  • Purchases can be returned for credit only, minus shipping charges.
  • Only wigs in their original condition will be accepted for credit, shipping fees not included.

Import Tax

  • Our price does not include the import tax that your country charges.
  • Please be aware that you are responsible for paying this and that we have no control over the cost.