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Store Policies's policy is to respect and protect the privacy of our users. Personal information is used exclusively for the purpose of fulfilling orders and facilitating successful buying experiences. We also ensure that information provided by customers, including contact and purchase information, is kept private. Transactions are process through a secure credit card processing system that includes encryption as well as 24x7 monitoring. Click to review complete policies:

Payment Options

We accept the following payment methods:

Visa Mastercard Discover American Express PayPal

All credit card charges will appear as

Note: When you place your order with a credit or debit card, only an authorization hold will be placed on your credit/debit card account. The charge will be completed and funds withdrawn from your account when we ship your purchase. If you pay using PayPal, funds will be deducted from your PayPal account at checkout.

For your convenience, we also accept Cashier's Checks and Money Orders. No personal checks please.

Changes to and Cancellation of Orders

Requests for changes to or cancellation of orders will be accepted up to 4 business hours following your order. Our business hours are Monday through Friday, 8:00am-5:00pm (Central). Please call us at 1-800-581-2001.

Cancellation requests received outside of 4 business hours following your order will be treated as a Return and will be subject to a 25% restocking fee.

Refused and undeliverable packages will also be treated as a Return and will be subject to a 25% restocking fee.

Price Match Guarantee

If you find any item we carry at a lower price either before you purchase or within ten (10) days of your purchase, will match the competitor’s price.

  • The competitor must be an authorized internet retailer advertising the identical product on a USA website.
  • The product must be advertised on the competitor’s website not by email or written price quote.
  • Since only sells unopened items shipped directly from the manufacturer, we will not match competitors’ bonus or free offers, special offers, rebates, clearance or closeout prices, or prices on used, damaged, returned, open box or display merchandise.
  • Price matching cannot be combined with any other coupons or offers.

To request a price match simply call 1-800-581-2001 during normal business hours.

Exchange Policy

Our goal is your satisfaction! If for any reason you are not happy with your purchase, exchange it for FREE! (Product must be eligible for exchange, see below).

  • No Restocking Fees! will waive all fees associated with your eligible exchange. Shipping charges will apply.
  • The same credit card and shipping method submitted with your original order will apply for your exchange order, unless specified otherwise on the Exchange Request Form (included on reverse of packing slip). (Download Adobe Reader to view .PDFs)
  • Any balance remaining after your exchange will be refunded to the payment method submitted with your original order.

Wholesale accounts are not eligible for return or exchange.

Need your exchange product now? Place a new order online or call 1-800-581-2001. Indicate the new order number on the Exchange Request Form (Download Adobe Reader to view .PDFs), included with your original order, and when we receive and process the eligible returned product, we'll issue a refund without restocking fees.

How To Exchange or Return

Repackage your item(s) along with the completed Exchange Request Form (included on reverse of packing slip), and mail it to the address on the form within 10 business days of receipt of original shipment.

Return Policy

We gladly accept returns on all eligible products (see below). We do not sell refurbished or previously owned products therefore, in order to return these products to the manufacturer, a 25% restocking fee will be applied for all returned merchandise. Once the restocking fee is applied, remaining balance will be refunded to the payment method submitted with your original order.

It may take 4-5 business days for your exchange/return to reach the Beauty & Hair Fulfillment Center. Once it is received and inspected (usually within 2 business days of receipt) your refund will be processed and automatically applied to your original payment method. Please note that, depending on your credit card company, it may require an additional 2-10 business days for your credit to post to your account.

Exchange or Return Product Eligibility

Eligible Products:

  • In original, factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging.
  • Odor-Free (Any odors on the product will render the product ineligible for exchange)
  • Item(s) must be returned within 10 business days of receiving your original order.

Ineligible Products:

  • Costume wigs, last call or clearance items, discontinued items, care products, accessories, liquids, special order items and wholesale orders.

If your product is ineligible for exchange or return, we will email you the option of:

  • Returning the item(s) to you at your cost
  • Donating the item(s) to the American Cancer Society (receipt of donation available upon request). You will receive a coupon for 20% off a future purchase with for your donation to charity.

Ineligible item(s) will be automatically donated 30 days after receipt.

NOTE:A wig hygiene guard is provided with every wig order for use when trying on the wig. Use of this guard helps to maintain the product's eligibility for exchange/return.


Occasionally backorders occur when requests for a particular item exceed available inventory.

If a backorder occurs on your ordered product, we will contact you via email with the estimated arrival date of your product and you will be given the option to: (1)select a new item, (2) request to be placed on a priority waitlist to receive the product once it becomes available for shipment (please note we will complete the charge to the payment method used with your original order), or (3) cancel the original order.

We will promptly ship item(s) once they become available with the original Shipping & Handling method selected. Please note, for international orders containing multiple products, we do not ship partial orders, therefore your order will be shipped when all products ordered are available.

For more information, please contact us at 1-800-581-2001 or email us at

Flat–Fee Shipping & Handling

We offer 5 shipping options:

  • US Ground shipping takes 7–9 business days: $7.95*
  • US Air shipping takes 4–6 business days: $14.95
  • US Express shipping takes 2–3 business days: $39.95
  • Canada Air shipping takes 5–14 business days: $29.95**
  • International shipping takes 8–14 business days: $54.95**

*All shipping promotions apply to US Ground shipments only.
**We are not responsible for any duties, taxes, or additional charges that may be charged by Customs for any International deliveries.
**Ellen Wille items may only be shipped within US & Canada; international shipping not available.

Additional Shipping Information

Orders usually ship after 2 -3 days processing. Ellen Wille wigs travel from Europe so this may extend processing time by a few days.

For the cardholder's protection, the company reserves the right to send orders to the billing address if a differing shipping address cannot be verified. Please note: we cannot ship via a traceable method to any post office boxes. Delivery time cannot be guaranteed nor can the package be tracked. We encourage all deliveries be made to a physical address so packages can be tracked.

Shipping delays may occur due to holidays, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times.

Incorrect billing information and/or shipping to an alternate address may cause shipping delays and additional shipping and handling charges, as information must be verified.

For any shipments returned to us due to a bad address, refusal upon delivery, or cancellation, there will be an additional shipping and handling charge of 25% of your order total (50% on international orders). Shipping and handling charges are non refundable.

Sales Tax is required to collect sales tax on orders shipped to Missouri and Texas. If you are shipping to these states, the appropriate charges will be added to your order total and displayed on your final order confirmation.


Discounts and coupons are limited to one per order.

eGift Cards eGift Cards do not expire and the number may be used to purchase any merchandise online at Coupons and other discounts may not be used to purchase eGift Cards. If purchase exceeds the value of an eGift Card, a credit card may be used to complete the order. Value may not be added back onto an eGift Card, nor can it be redeemed for cash or applied as payment or credit to a credit card account. When purchasing with a eGift card number, the value of the purchase plus any shipping fees and sales tax, if applicable, will be automatically deducted. Remaining balance may be checked by calling 1-800-581-2001.

Recipient's email address will be used solely for the delivery of the eGift Card. Delivery to an incorrect or invalid email address is the responsibility of the purchaser. It is important to safeguard the eGift card number. The bearer is responsible for its loss or theft. If an eGift Card is lost or stolen, and there is proof of purchase, we will issue a replacement for the balance shown in our records and send to the same email address used for the original eGift Card purchase.

Fraud & Theft


Policy Changes reserves the right at our discretion to make changes to these policies without notice. Please check this page periodically for changes.

Prices, specifications, and availability of products are subject to change without notice. Any typographical, photographic, or specification error in products or pricing is subject to correction. We will notify you of any corrections or changes and ask for your approval before we complete your order.

Updated May 2013