Refund policy
Returns and refunds
Every HOUS of WIGS piece is custom made to order for one client, so all sales are final. We do not accept returns or exchanges for change of mind, for a size chosen at the time of order, or for color preference.
If something is wrong with your order
If there is an issue that is our fault, you have 5 business days from the date you receive your order to contact support@housofwigs.com. Include your order number, a clear description of the issue, and photographs. An unboxing video is the fastest way to resolve a claim, and we strongly recommend recording one.
To be eligible, the piece must be unworn, the original tags must still be attached, and the lace must not be cut.
What we consider our error
The piece does not match the color, length, density, origin, or cap size on your order. A construction fault, such as cap or seam failure, lace tearing on arrival, or shedding beyond what is normal for the piece. Damage that occurred in transit.
What is not covered
Change of mind, or a piece you no longer want. A size, color, or style you selected that does not suit you once it arrives. Color that appears different in person than it did on your screen, as screens vary and swatch references are provided before production. Any piece that has been worn, washed, cut, colored, heat styled, or altered after delivery, including work done by another stylist. Normal wear, and damage caused by improper care or storage.
How we resolve it
When we confirm the error is ours, we work through the following in order. Repair, as most issues can be corrected in our studio. Remake or exchange, if the piece cannot be corrected. Store credit, where a remake is not practical. A refund is considered case by case, at our discretion, where none of the above will resolve the issue.
Custom color fees are not refundable, including when we remake a piece.
How long will an exchange take?
Every item is customized just for you. For this reason, if we approve an exchange we will need to restart the process to curate your desired wig. Repairs and exchanges can take up to 7 weeks depending on the issue. Your request is added to our order queue as it is received. If you need to send an item back, the day we receive the item from the carrier is the day it is added to our queue. You will receive a tracking number when your order is on its way back to you.
Returning a piece to us
Do not ship anything back before we authorize it. Contact support first, and we will confirm whether the piece needs to come back and issue a return authorization. If the issue is our error, we cover return shipping. Pieces sent back without authorization cannot be accepted.
Can I cancel my order after it has been placed?
Please email support@housofwigs.com as soon as possible. If your order has already been processed, we are unable to make any changes.
Shipping
Once a package leaves our studio it is in the carrier's hands. If a package is lost, or shows as delivered but you have not received it, contact support and we will help you open a carrier claim. We are not responsible for packages sent to an address entered incorrectly at checkout, and we cannot reroute a package once it has shipped.
Consultations
A consultation is a 30 minute appointment and the consultation fee is $50. We do not charge the fee up front. We place a hold on your card when you book, and we charge it only in the circumstances below.
Your card will be charged $50 if you do not place an order during your consultation, if you do not attend and do not contact us, or if you cancel inside the 24 hour window. If you place an order during your consultation, your card is never charged. The fee is not refundable once charged.
To cancel, use the cancellation link in your confirmation text or email at least 24 hours before your appointment. All times are Central Time. Texting or emailing us is not a cancellation. Within 24 hours of your appointment the booking can no longer be cancelled, and the fee applies.
Ventilation, repair, and color services
Ventilation and repair are drop off services performed on a piece you already own. Because the work is done by hand on your existing piece, it is not refundable once started. If you are not satisfied with completed work, contact support within 5 business days of collection and we will assess it.
Color services are performed to the shade agreed at booking and are not refundable once started.
Cranial prosthetics
Cranial prosthetic orders follow the same terms above. If you are submitting your purchase to insurance or a flexible spending account, contact support@housofwigs.com and we will provide the documentation you need. Reimbursement is determined by your provider and we cannot guarantee it.
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