Our Policies

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Free US Shipping

Shipping is free in the US through UPS! Packages require a signature upon delivery, so please plan accordingly. You will receive a tracking notification when your order has shipped. Your wig should arrive within 1 to 5 days of your confirmation email.

Signature Required

All packages we ship out require a signature upon delivery! Please plan your delivery accordingly. Until a signature is secured, UPS won't drop off the package.

Follow Up Appointments

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. CLICK HERE to book your follow up.

Returns & Refunds

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 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 or unused.

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.

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.

If you return an item outside of the allowed time limit, you will be charged a $150 fee for each wig.

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 exchange.

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.

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 Shipping

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, another consultation will be required.

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.

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.

If the wig is not for you, you may send it back for credit. Only wigs in their original condition will be accepted for credit, shipping fees not included.

Customized wigs can be sent in twice within 2 months for additional adjustments.

Prices don't include the import tax that your country charges. Purchases can be returned for credit only, minus shipping charges.

Tracking

When your order has shipped, you will receive an email notification including tracking you can use to check its status.