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Refund 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 to Return Coverage for eligible item(s), you must initiate your return within 7 days of delivery through our Return Portal. Once the 7-day return window has closed, the order is no longer eligible for return, and the order is considered Final Sale. 

The link to the Return Portal is located below on this page. Once your return has been approved, you will receive an email containing your return shipping label. Please check your spam and junk folders as well, just in case the email gets delivered there.

The return shipping label must be scanned by the shipping carrier within 7 days. If the label is not scanned by the carrier within this timeframe, it will expire. Once return shipping label expires, the return case will be closed, and the product will no longer be eligible for return. 

IMPORTANT: When the return shipping label expires, the label is void and should not be used. Using an expired label will result in the package being lost in transit. However, if package is received by Nel's Wigs, it will be shipped back to the sender. 

Nel’s Wigs is not responsible for packages shipped using an expired or voided return label.

Approved eligible returns will be issued as store credit for the returned product(s) only.

The Return Coverage fee and any shipping fees are non-refundable.

If your order includes the Return Coverage and your package is lost during transit, please contact us as soon as possible. We will be happy to assist you with submitting a Missing Package Form to the shipping carrier and work with them to help locate your package or resolve the issue.

Eligibility Overview

    • All international orders are final sale.
    • Return Coverage is available within the U.S. only. 
    • 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.

Return Eligibility and Store Credit

To qualify for a return:

  • Return Coverage must be purchased at checkout.
  • 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.

Click HERE to submit a return.

A restocking fee may be applied based on the number of returns made by the customer.

        Policy Updates

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


        Right of Withdrawal Return Policy - EU

        Right of Withdrawal

        Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order.

        To exercise your right of withdrawal, click here: https://nels-wigs-5361.myshopify.com/apps/redo/returns-portal/login?withdraw=true

        Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label can be provided through our withdrawal portal; the label cost will be deducted from your refund.

        We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

        This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.