- All sales are final for in stock items and cannot be customized. They are already customized, packaged and ready to ship within 48 hours or less.
- FOR ALL OTHER ORDERS: Once you place your order, we take raw single donor virgin hair, and customize your order at the time of purchase.
- PLEASE MAKE SURE YOU READ YOUR ORDER RECEIPT ON PROCESSING TIMELINE PRIOR TO ORDERING.
- We have seen a few customers see on their receipt that it takes 6 days to make and 3 days after ordering, they make a claim with their bank. This hurts our business. Any customer who places a claim with their bank and/or Paypal will result in a longer processing time, and will be blocked from making any future orders. Please contact us if you need any help instead of making a claim. We are 100% willing and able to assist you.
- Your order is very important to us, If you have a deadline, hair appointment or other engagement it is always wise to order far enough in advance to allow for unanticipated delays, or any extra customizations.
- Some wigs take as little as 1 week up to 4 weeks to make, depending on customizations. Please note this prior to ordering so you won’t have to question when your order will be finished. Your processing time will say on the receipt before your order of the timeline so there is no confusion.
- Clip in extensions take 9 days to ship to you.
- Bundles/frontals take 6-8 days to ship to you.
- If you would like extra customizations please contact us prior to making your order, to see if your order can be achieved. Orders cannot be changed once placed.
- WE DO NOT CHANGE, EXCHANGE, OR RETURN ANY WIG ORDERS ONCE STARTED.
- You cannot change or exchange any used hair.
- You may cancel order for store credit only.
- PLEASE CONTACT US IF YOU WOULD LIKE YOUR ORDER CHANGED. WE MAY BE ABLE TO ASSIST YOU, HOWEVER THERE IS NO GUARANTEE, ONCE YOUR ORDER HAS STARTED.
MONDAY THROUGH FRIDAY 10AM-7PM CST. CLOSED ON ALL USA AND BURMESE HOLIDAYS (for technicians)
WHAT DOES MY ORDER STATUS MEAN?
AWAITING PAYMENT: We have not received a cleared payment from you, and still waiting for your money.
CUSTOM MAKING NOW: Order has been received. We are currently custom making your order.
BEING PACKAGED: Order is 99% complete, and is subjected to ship within 24-48 hours
PRE ORDERS: Customer has paid in advance for a product that is coming soon
INCOMPLETE ORDERS: An order in the shopping cart subjected to being removed.
CAN I EXCHANGE/RETURN USED HAIR?
MY ORDER IS INCORRECT. WHAT DO I DO?
- TAKE PHOTOS OF THE HAIR IN QUESTION
- TAKE PHOTOS OF THE LABEL
- TAKE VIDEO IF NECESSARY
- EMAIL US IMMEDIATELY WITH YOUR SUPPORTING EVIDENCE, SO YOU CAN RECEIVE THE ADDRESS TO IMMEDIATELY RETURN BACK TO US.
- DO NOT INSTALL THE HAIR. DO NOT ALTER THE HAIR, WHICH INCLUDES: Running your fingers through the hair, combing the hair, wetting the hair, untying and or unwrapping the hair, flat ironing the hair. Your job as the consumer is to fully inspect your order prior to using, and if there is ANY discrepancies, you need to contact us, not with just an email, but supporting evidence to validate your dispute.
WE DO NOT EXCHANGE/RETURN ON OUR CUSTOM WIGS.
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect item, etc.). There are no refunds, WE WILL REPLACE YOUR ORDER or provide store credit.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
CAN I CANCEL MY ORDER?
Since your order is custom made, we do not cancel orders for refund only store credit.
We are not responsible for late shipments due to increment weather, US or International holidays, natural disasters, or carrier delays. Please keep in mind holidays, and weekends do not count as a business day and should be considered when calculating shipping times. We entrust our carriers to deliver your package on time. If your package is delayed we will not offer a reimbursement of shipping charges. We do not send to any military bases, so please make sure you have the correct address for signature confirmation at the time of purchase or you will face a delay, Once your order has shipped we will send you a confirmation email.
If a shipment is returned to us due to a bad address we will reship via USPS at no cost to you, however there will be a delay. NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.
International Shipments must clear customs. The rules and requirements for customs clearance vary from country to country. We may fix the shipping label to where there is no cost to the customer if shipping overseas, however, it is the customer's responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required.
CAN I PUT MY ORDER ON LAYAWAY?
See a sale? Want to lock in your order before it sells out? Not ready to pay in full? Let us know!
Enter the code LAYAWAY at checkout for 50% off your order. We will use the money to create the hair of your choice. When you are ready to make another payment just email us with your:
Next Payment Amount
We will then send you an invoice for the payment. Once your payment is made in full then we will ship your hair out to you. If you decide you don't want to go with the payment plan, no problem! We will place your hair order up for grabs, and apply your payment as store credit to be used in the studio for absolutely anything online. Only your initial layaway payment is made online. But your future payments (in any dollar amount over $10) will be prepared as an invoice. Layaway orders can be cancelled for store credit only. If a refund must be made there is a cancellation and late fee of 45% of total amount due. Please let us know if you would like a refund minus the cancellation fee.
Layaway is not for the use of in stock items, and cannot be combined with any promotions, discounts or special offers. Any items still placed for layaway under violation of these conditions is immediately refunded.
- You can order 1oz sample hair to see the quality for yourself, or choose how much hair you want from 3 to 5oz of hair. Yes that's right we sell 5oz bundles, the most hair in the industry! We pride ourselves not just for the fact that we are seen in Vogue, Elle, Refinery29, Bossip, The Shade Room, Met Gala, Sag awards, tons of celebrities, tv shows, and women all across the world. We take pride in our quality of hair that allows you to have high quality hair, luxurious packaging, and low cost shipping! That's right, we even ship all over the world at the lowest price at the fastest shipping services. You can also join our VIP Private membership for 10% off and exclusive perks! Click on the Shop now button and if you need assistance don't hesitate to call or email us! Thanks for shopping and welcome to BES Hair.