Hebbe | Black Ponytail Extension 26-Inch Long Wave Wig | Bendable Metal Wrap-Around - Ailsa's Wigs

Standard Shipping Policy

Order cutoff time: 00:00 (Local time).

Processing time：Ship Within 0-48 Hours (2 days)  after payment.

We do not process on the weekends or holidays. Processing times are NOT included in the delivery time. Please plan accordingly.

Normally, we arrange shipment from Monday to Friday, except Weekend and holidays. After the order is shipped, you will receive a confirmation email with a tracking link. Then the package probably arrive within 2-7 working days.(Different area have different delivery time)

Please Noticed

• We offer Free Standard Shipping for orders over £100 in the UK.
• We offer Free Standard Shipping for orders over $100 in the US.
• If the address provided by your order is inaccurate or incomplete, or if there are unverified details in the order, the order process time may be delayed for 1-2 business days. We encourage all customers to thoroughly check your order information, especially the delivery address.
• Pobox address is not available, please leave detailed street address.
• A phone number is needed in case the express company needs to contact you for delivery.

About Express

We offer 3 shipping options:

• DPD
• Royal Mail
• EVRi

We will select courier service providers for delivery according to the actual situation. The products you purchased will only be sent by the above-mentioned courier companies, and you cannot choose independently when purchasing. Please contact service if you want to change to others.

Default Delivery Time

• To US: 2-7 working days
• To UK: 2-6 working days

PS: There might be some delays due to the force majeure recently. Express company will priority arrange shipment for medical and living supplies, other shipments will delay than usual, hope you could understand, we will pay more attention to the shipment, any questions please feel free to contact us!

About order address issues

All customers are responsible for entering the correct information for the bill and shipping address of the order. Any address or order change request will be considered but not guaranteed (since the address is incorrect, the order will be returned to our warehouse and you will be responsible for the additional shipping charges. There will be no refund for abandoned or abandoned shipments.)

After the package be shipped out, the shipment is not able to be stopped, so if you want to cancel the order but contact us too late, you can return it for a full refund after you receive the package. For more information on how to return, please click on the return policy. The only thing we can do is wait for the parcel to return to us. When we are determined to return it to the warehouse, we can ship it to your correct address or return the order amount to you.

Parcel Tracking

We will update your tracking number via email, with all our orders with verified tracking numbers and links. Tracking numbers can take several hours to update. If you have a problem with your tracking number or package delivery, please contact the courier directly before contacting us. Once the package leaves our shipping location, you will need to contact them to resolve some issues.

If you have previously encountered a lost or stolen package, we recommend that you send the package to your work address to ensure that you receive your package safely.

Precautions

Orders for weekends or holidays will be processed on the next business day.

Special instructions for mail delivery are not displayed on the shipping label or package. If you have specific instructions, please contact your post office or postal staff directly. We are not responsible for the delivery of errors.

We are not responsible for delivery delays due to weather, improper carrier operation, incomplete addresses, delays in delivery, customs delays, lost or stolen items, undeliverable addresses or incorrect contact information for all shipments.

Disclaimer for lost packages: Your registered address is consistent with the address on the delivery package. The logistics shows that the delivery has arrived. After investigation, the freight company confirms that the delivery has arrived. If the above conditions are met but the package is not received, we are not responsible.

Customs &Taxes

Orders shipped may be subject to duties and taxes that are levied when your parcel arrives in your country.  If you have any questions, please contact our customer service. Please do not directly reject or return. Any charges incurred for rejection or return shall be by customers.

Returns Policy

At  Ailsa's, we believe that everyone deserves to look and feel their best, and we are dedicated to providing you with the best possible hair experience. If you have any problems with your purchase, please feel free to contact us at hello@ailsas.com. We will make it our priority to respond to customer inquiries within 2 working days.

Order Cancellation

If you wish to cancel your order, please reach out to our Customer Care team within one hour of placing the order. CANCEL MY ORDER.

Please note that we are not able to process cancellation once the order has been shipped.

Order Returns

We are happy to accommodate exchanges and returns for unused wigs within 30 days of purchase. To be eligible for a return or exchange, the wig must be in its original condition, with the hair uncut, unbleached, the color must be unchanged, and the lace must remain untouched (without any cutting or trimming).

Please note that wigs are personal items that directly touch the scalp and we prioritize the safety and hygiene of our customers. Therefore, we are unable to accept any used wigs for return.

To initiate a return, please follow these steps:

1. Contact our Customer Care team within 30 days of receiving your order to initiate the return. Providing additional details such as the reasons for returning and any relevant pictures will allow us to accept and process your return!

2. Our representative will provide the return address after your return request is approved.

3. We will process your refund within 5 working days after we have received and inspected your returned item. Refunds will be issued to the original payment method used for the purchase. NEED TO RETURN.

Please contact our team first to obtain the return address. Unauthorized returns are not eligible for a refund.

Order Exchanges

If you would like to exchange your item for a different item, please follow the same return process above. Our representative will confirm the product that you would like to exchange and assist you in making any necessary payment adjustments after your exchange request is approved. Once we receive your returned item, we will process the exchange and ship the new item to you within 5 working days. NEED TO EXCHANGE.

Refund Processing Time

A refund will be issued in 2 working days. The processing time depends on the different payment method.

*Refunds will be issued through the original payment channel. If the card used for the purchase has expired or is no longer valid, please contact the card issuer for assistance.