Can I change/cancel my order?

Orders can be canceled before they are dispatched.Please contact us in 24 hours. Once an order is processed or shipped, it cannot be canceled. Please get in touch with our customer service team for assistance.

Do I need to pay the tax?

Usually you do not need to pay taxes, but if your country's customs is more stringent, you will be charged a certain amount of duties. We usually try to avoid tariffs for you as a low-declared invoice with parcels, however, it is not 100%. You will need to pay the duties if the custom still charges customs duties.

How do I return/exchange my order?

Please check our return policy

How to change my address?

To change your address, please log in to your account and navigate to the "Account Settings" or "Profile" section. Locate the option to edit your address details. If you encounter any issues or need assistance, kindly contact our customer support for guidance.

If you put the wrong address when you place order, please contact our customer service within 24 hours for help.

Can I use a PO.Box as shipping address?

We apologize, but at this time, we are unable to ship orders to PO Boxes due to carrier restrictions. We require a physical street address to ensure successful delivery of your order. If you encounter any difficulties or have further inquiries, please reach out to our customer service for alternative delivery options or for further assistance.

What types payment methods do you support?

We facilitate payments through various trusted methods, including PayPal, Afterpay, Klarna, Visa, MasterCard, American Express, and Discover Card.

In the event of a payment failure, we recommend refreshing the page and attempting the payment again. If the issue persists, please contact our customer support immediately. Our team is available to assist you in utilizing an alternative payment method.

Thank you for your understanding and cooperation.

Why did my payment fail?

Sometimes when your card is expired, insufficient balance or poor credit which may have a record of Chargeback or others will lead to card declined when paying. So we suggest customers not take a dispute for no reasons, because your credit record will be affected, and your next shopping will be declined. When your card is declined, you can call your bank for the problem. Or you can try another card. If you still have problems, please send an email to us: service@arabellahair.com

If I don't have a paypal account, how can i make order?

You can make purchases using various payment methods, including credit or debit cards (Visa, MasterCard, American Express, Discover), and alternative digital wallets (like Klarna or Afterpay). During checkout, select your preferred payment method from the available options. If you need further guidance, our customer support team is here to assist you.

Can I use two discount code in one order?

"Sorry, only one discount code can be applied per order."

Is your hair 100% human hair? Can I restyle or dye it?

All of our hair is 100% human hair, and top virgin hair. You can restyle it by yourself. Also you can dye it or bleach it by yourself or your stylist if possible. If you need customize wig service, you can contact our customer service. We have professional hair stylist to customize wig for you.

Is your wig bleached the knots or pre-plucked hairline already?

"Certainly! Our wigs are meticulously crafted with pre-bleached knots and a pre-plucked hairline, ensuring a natural and realistic look upon wear. These features are designed to save you time and effort in achieving a more authentic appearance."

Which size is your wig cap(Circumference)? Can I have a large size / small size?

Generally our wig caps are average size 22.04 inches

Only 4x4 and 13x4 wigs can customize the wig cap

And S is 22.47inches; M is 21.25inches; L is 22.04inches; XL is 22.8inches


How can I know which length I need?
Does your wig need use glue?

Our wigs are designed for a natural fit that typically requires a minimal amount of adhesive for secure wear. While some individuals choose to use adhesive for added security and a seamless appearance, our wigs are crafted to be worn glueless, providing a comfortable and secure fit without the need for adhesive.

How to comb hair?

Proper wig care involves using a wide-tooth comb for curly or wavy hair textures to avoid disrupting the curls' natural pattern. For straight hair, a brush with soft bristles can be used to prevent unnecessary tangling. Start combing from the ends and gradually work your way up to the roots, gently detangling any knots or tangles. Remember to handle the wig with care to maintain its quality and texture.

How to care your hair?

1. Regular Cleaning:** Wash your wig using mild shampoo and cold water. Gently comb through the hair while avoiding excessive pulling or stretching.

2. Drying: After washing, let the wig air dry on a wig stand to retain its shape and texture. Avoid heat styling on wet or damp hair.

3. Styling: Use appropriate tools for styling, such as wide-tooth combs for curly textures and soft brushes for straight styles. Be gentle to prevent damage.

4. Storage: Store the wig on a wig stand or mannequin when not in use to maintain its shape and prevent tangling.

5. Avoid Heat:Minimize heat exposure by using low heat settings on styling tools or avoiding them altogether to preserve the wig's longevity.

Do I have to set up an account to place order?

No, you can place an order without setting up an account. However, creating an account offers benefits such as order tracking, quicker checkouts for future purchases, and access to exclusive offers or promotions. It's optional but recommended for a more convenient shopping experience.

How do i creat an account?

you can create an account by clicking here:

If I forgot my password, what should I do?

If you've forgotten your password, no worries! Simply go to the login page on our website and click on the 'Forgot Password' or 'Reset Password' link. Enter your email address, and we'll send you a link to reset your password. Follow the instructions in the email to create a new password and regain access to your account.

How to track my order

once your order has been fulfilled, you will receive an email with your tracking information. you can track your order in this page tracking page.

How long will my order be shipped after I place order?

Generally orders ship within 48 hours, Additional 3-4 days for customized wigs

Which express do you use? How long will I receive package?

We use UPS , FedEx, DHL or Dpex. Generally, the package will be delivered within 3-5 business days in the USA, and 5-8 days in other countries.

What should I do if my wig is lost in transit?

If your wig is lost, please contact our customer service immediately. We will assist in communicating with the courier and work to resolve the issue.

What if I'm not available to receive the wig at the time of delivery?

If you're unavailable, the courier service will usually leave a notification or attempt re-delivery. You may need to contact the courier to arrange a suitable delivery time or pickup.

Is there a shipping cost for returning a wig?

The shipping cost for returning a wig may vary based on the reason for the return. Please contact our customer service to discuss return shipping procedures and potential costs.

Can I request a specific delivery date for my wig order?

While we cannot guarantee a specific delivery date, please contact our customer service. We'll do our best to accommodate requests and offer estimated delivery timelines based on your location and shipping method.

Can I change my shipping method after placing the order?

Once an order is placed, changing the shipping method might not be feasible. Contact our customer service immediately after placing the order for any necessary modifications.

What happens if I'm not home during the delivery of my wig?

If you're not available during the delivery attempt, the courier might leave a notification or make a re-delivery attempt. You may also have the option to pick up the package at a designated pickup location.

Can I request special handling instructions for the delivery of my wig?

Special handling instructions (e.g., leaving the package at a specific location) can sometimes be requested with the courier directly after receiving the tracking information. Contact our customer service for guidance on such requests.

How I contact your customer service?

Please visit this page: Contact us

I contacted your customer service, when should I expect a response?

we respond to all emails as soon as possible. our goal is to respond to all consumers within 24 hours, however we often experience delays over the weekend and during peak times.

What are your customer service hours?

Answer: Our customer service is available [5pm-3am PST time]. Please reach out to us during these hours for assistance.

Can I contact customer service for order updates?

Absolutely! Contact our customer service for any order updates or tracking information. We're here to assist with any questions related to your order.

Is customer service available for guidance on wig selection or styling?

Certainly! Our customer service team is happy to assist with wig selection, styling tips, or any queries you may have regarding our products.

I contacted your customer service, when should I expect a response?

we respond to all emails as soon as possible. our goal is to respond to all consumers within 24 hours, however we often experience delays over the weekend and during peak times.

What should I do if I need urgent assistance outside of customer service hours?

In case of urgent inquiries outside our customer service hours, please leave a message or send an email detailing your urgent issue. We will attend to it as soon as possible during our operational hours.

Can I contact customer service for information on returns or exchanges?

Absolutely! Our customer service team is available to guide you through the process of returns, exchanges, or any related inquiries.