What are your hours-
We answer emails Monday , Tuesday, Thursday and Friday 10-4 and Saturday 9-12 EST. We are closed Wednesday and Sundays.
Do you take custom orders?
We are accepting limited custom order for toppers. For more information, please send us an email to Serenitycustomorders@gmail.com
If I am in another country, do I need to pay customs or duty tax?
This is something you will need to check on before ordering and let me know. I am not responsible for customs or taxes and unfortunately cannot keep up with all the different rules for each country. Please check on this before ordering. Thanks for understanding.
Can the hair be colored?
Yes, it can be colored darker, but it isn't recommended to be bleached. It has already been bleached then colored, so if you do try, do a small test strip of hair underneath. I do recommend a professional stylist assist you in the process.
What kind of shampoo/conditioner should I use?
We recommend salon quality products, any brand is fine, just be sure they are sulfate free as the sulfates can strip color from the hair.
What length hair should I order?
I recommend ordering at least 1-2 inches longer than your hair. This gives a little wiggle room incase you want to have it trimmed by your stylist. I measure my wigs and toppers from the middle part down. I do measure the hair stretched, so please take this into account for curly hair.
Custom orders are non returnable/non refundable because they are made specific to you. If a custom order is cancelled, the deposit is non refundable.
Can I sleep in my topper?
We don’t recommend sleeping in your topper because not only can it tug on your bio hair, but sleeping in it will cause premature balding/shedding of the top
What currency are the prices do I see in the site?
All prices are in USD.
How much is shipping?
We offer Free worldwide shipping
I ship using UPS when possible but if you have P.O. Box, I must use the postal service.
I just placed an order, when will it ship?
We typically ship on Monday,Wednesday and Friday-
Once shipped, average shipping times are 2-5 days within the U.S. and 3-6 days for the rest of the world.
Tracking numbers will be sent to the email you provide at checkout.
What is your return policy?
Please note: Final sale items are non returnable as it is final sale.
You can return your wig or topper within 4 days of receiving it- Day 1 is the say it’s received. Return shipping is paid by the buyer. It must be not have been cut, colored or altered. If your return is not postmarked by day 4 of receiving it, it will be returned to you.
👉🏼 Requests for Store Credit
Store Credit is only available for purchases through Serenity website.
Within 4 days, (day 1 is the day you receive it) requests for store credit will be honored in the form of store credit code to be used on a future purchase. The store credit amount will be 100% of the original purchase price ( minus original shipping, coupons, sales, etc). You will receive a code via email to be used at checkout on a future purchase. Store credit does not expire. Shipping will not be refunded.
👉🏼 Requests for Refunds
Requests for Refunds will incur a 15% restocking fee. Original shipping will not be refunded.
-Please note- If you do not specify to me which you would prefer, refund or exchange code, you will automatically be issued a credit code once your piece is received back by us.
For orders not yet shipped-
Please note- If you wish to cancel an order that had been placed, $60 is not refundable (8% if Sezzle or Shop Pay installmentwas used) Unfortunately I am not refunded any processing fees no matter if it’s been a minute or a few hours since you placed your order.
Custom orders are non returnable/non refundable because they are made specific to you.
I have a question that wasn't answered, can you please help?
Absolutely! Please send me an email to Serenitywigs@gmail.com and I will be happy to assist you in any way I can.