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 and let me know what they expect. 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 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.
How long will my custom order take?
It depends on many factors, but it is safe to say that it will probably take about 10-12 weeks. Full hand tied wigs and toppers take longer than wefted and it can also depend on the complexity of the color you want.
What is your return policy?
You can return your wig or topper within 4 days of receiving it. It must be not have been cut, colored or altered. After I check the return, your refund will be issued minus the 10% restocking fee. Tracking number must be provided for return. If you would like to do an exchange, the restock fee can be applied to a new topper or wig. Shipping will be charged for the exchange.
Custom orders are returnable but because they are made for you and it will be harder to resell, there is a 20% restocking fee. If a custom order is cancelled, there will be a $200 cancellation fee
What currency are the prices do I see in the site?
All prices are in USD.
I just placed an order, when will it ship?
We try our best to ship items as fast as we can. Please allow 8-12 weeks production time for your order. Once shipped, average shipping times are 2-5 days within the U.S. and 6-30 days for the rest of the world.
Tracking numbers will be updated within 1 day after your order has been shipped.
I am not in love with my order, can it be returned? What if there is an issue?
I give you 4 days to send it back to us for a refund minus the 10% restocking fee. You must ship it back at your own expense and provide a tracking number. Once we receive and inspect it, we will process your refund.
*If you fail to provide insurance or tracking on your return, I am not responsible if I do not receive it back. Thanks for understanding.
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.