Return and Refund Policy

Return Policy

Return&Exchange

Arabellahair aim is providing our customers premium quality human hair wigs & weaves with reasonable price and knight service. And we totally understand that choosing a right wig online is a bit difficult, so we accept the return & exchange for some special occasions within 30 days after got the hair. Below is our Return & Exchange policy.

 30-DAYS RETURN POLICY
Reason Buyer Pay the Shipping Fee Seller Pay the Shipping Fee Photo Provided Exchange Available
Dislike/ Unsuitable Yes Yes
Change Style/Color Yes Yes
Shipping Wrong Items Yes Yes Yes
Quality Problem Yes Yes Yes
Artificial Reason No No No

How to return/exchange

  1. Please contact our customer service within 48 hours after you received your package via email at service@arabellahair.com. Product-related pictures/videos can help you speed up the return process.
  2. Our customer service will process your return/exchange request within 1-3 working days (a few days longer when during the vacations). After the return/exchange request has been authorized, our customer service will send you a Return & Exchange address to send your unit to.If the returning is due to buyer’s problem (Such as: Don’t like/ Don’t need it any longer, Order wrong product/size ), we will remove $20 from your payment as loss of shipping fee.
  3. Please return the package to the address we have provided. And please email us the return tracking number. We refuse to accept unauthorized returns and are not responsible for returns that are lost or stolen. Our customer service will process the refund or exchange for you within 7 working days after we received the package.Buyer needs to pay for the return shipping fee. Or you can keep the product and negotiate with our customer service for the refund directly.

Returnable items:

  1. We are more than happy to accommodate exchanges & returns of the wigs that have NOT been washed, tampered, altered and the lace have NOT been cut. Since Human hair wigs are a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW used items to be returned for the safety of all of our clients.
  2. NO return & exchange for cap size customized wigs.
    NO return & exchange for clearance products.
    NO return & exchange for customized products (color/style/cap size/density).
  3. If the package is delivered, but is refused without contacting customer service, a 100% refund will not be guaranteed.
  4. If the hair is damaged or defective, we will do partial refund ,of course, our customer service will chat with you for the detailed refund information.
  5. Care and styling product, accessories, liquids, and special order items are ineligible for return. Please note that free gifts should be shipped out together with the original package.

Cancel:

  1. You can cancel your order before the hair shipped it out. and the refund will be processed the same way as you make the payment. Payment will back to your account within 2-14 working days.
  2. To ensure that the correct item is ordered, we recommend that you read the detailed description of the product before ordering. If you are not ensure, you can send us an email to: service@arabellahair.com. Once your order has been shipped, we can not cancel it anymore. Hope you can understand! 
  3. Custom products (such as custom color, cap size, density or style) cannot be canceled once customization has started. if a cancellation is absolutely necessary, the seller will charge a 20% production fee. We hope you understand.

Unsuccessful delivery:

  1. Parcel seized by customs: It is buyer's duty to do customs clearance. So, you should contact the customs office to take your parcel once it has been seized. Please feel free to contact us If you need any documents to clear customs(such as invoice) .
  2. Status of shipment stagnated for a long time: If status of the parcel stagnated for a long time, we advise you to contact your local DHL to check it for you, at the same time, we will ask our shipping agent to figure out what happened to your parcel. You can keep in touch with us untill the parcel is delivered successfully.

Delivery on the way:

  1. If the parcel is delivered unsuccessfully because of wrong address offered by buyer, or by the mistake of the buyer, We are not responsible for any loss caused.
  2. If the parcel is sent to a wrong address because our mistake, we can resend the parcel to you or offer you a refund.
  3. If the parcel is lost by the shipping company, please contact the delivery company and us for more details(customers who purchase Green Shipping Protection can file a claim with them).