Return Policy

Return Coverage Policy - USA

Return Coverage is available only for purchases made directly through our website and does not apply to orders placed through other sales channels such as Shop, Facebook, TikTok, or similar platforms.

When you opt in for Return Coverage, eligible item(s) from your order may be returned for store credit within 7 days of delivery. Store credit applies to the returned product(s) only. The Return Coverage fee and any shipping fees are non-refundable and are not included in the store credit.

Eligibility Overview

• All international orders are final sale.
• Return Coverage is available within the U.S. only. A return shipping label will be provided once the return is initiated through an online form (below).
  
• Return Coverage applies only to the order on which it was purchased and cannot be transferred or applied to other orders.

• Customized orders are not eligible for returns, including lace cuts. Please do not add Return Coverage if customization is selected.

  If Return Coverage is requested to be removed before the order is processed, the amount paid for the coverage can be refunded as store credit. Once the order has been processed, we cannot guarantee that the Return Coverage amount will be refunded.

• Final Sale product is not eligible for return or exchange.

Once the 7-day return window has closed, the order is no longer eligible for return and the return shipping label will expire. Any package shipped after the return period will not be accepted and may be returned to the sender or lost in transit. Nel’s Wigs is not responsible for losses resulting from expired return labels.

Return Eligibility and Store Credit

To qualify for a return:

• Return Coverage must be purchased at checkout. If coverage was not purchased, order will not be eligible for return. 
• A return request must be submitted within 7 days of delivery.
• Items must be returned in their original condition, unworn and unaltered.
• All returned items are subject to inspection prior to approval.

Approved returns are issued as store credit only. Store credit does not expire and may be used on a future purchase at checkout. If the store credit code is not applied at checkout, it cannot be added after the order is placed. The credit may still be used on a future order.

For assistance with the return process, contact support@nelswigs.com. Responses are provided within 24 hours.

To ensure you receive our communications, check your spam or junk folder and mark our emails as “Safe” so future messages arrive directly in your inbox.

Conditions for Rejection

Nel’s Wigs reserves the right to reject returns, even if Return Coverage was purchased, if any of the following apply:

• Lace cut: Lace must remain intact. Lace cutting is not performed on orders with Return Coverage.
• Odors: Items with odors such as perfume, smoke, or oils will be rejected.
• Makeup: Any signs of makeup on the wig will result in rejection.
• Mismatch: The returned wig must be the exact item originally shipped.
• Worn items: Any indication the wig has been worn will result in rejection.
• Modifications: Any alterations made by the customer render the item ineligible for return.

Policy Updates

Nel's Wigs reserves the right to amend this Return Policy at any time. Any changes will be reflected on our website.