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STORE POLICY

SHIPPING POLICY

Shipping is not to be confused with delivery. Shipping is the time it takes to process an order and have it leave our facility. Delivery is the time it takes the carrier (e.g., UPS, FedEx, USPS, DHL) to deliver your package to your home or designated location.

All orders will receive a tracking number and/or confirmation email once they have been processed, fulfilled, and/or shipped. For pick-up orders, you will receive a confirmation email letting you know that your order is ready for pick-up. We may require a signature upon delivery or a copy of your order confirmation as proof of purchase when picking up orders.

Below, we provide general estimates regarding shipping, pick-up, and delivery times. We do not ship on weekends or holidays. Please understand that the shipping, pick-up, and delivery times are subject to change for reasons including but not limited to a high volume of orders, items on backorder, certain "Made to Order" wigs, weather conditions, etc.

If your order is going to be delayed, we will notify you promptly. If you have not received an update or tracking number within the timeframe we have posted, we welcome you to follow up and request the status of your order.

Shipping / Pick-Up Times

Unless otherwise stated on the individual product page, these are the usual shipping/pick-up times for customer orders:

Quick Ship Wigs: 1–2 business days
Made to Order Wigs: 2–4 weeks (average time)
Wig Services (Styling, Revitalization, Repair): 4–5 business days after we receive your unit

Delivery Times

Standard Delivery: 2–3 business days
Expedited Delivery: 1–2 business days

Quality Assurance

"We are passionate about what we do, so our processing times reflect appropriately to ensure every customer's order is accurate and has met our strict quality standards. We appreciate your patience as we give each order the attention it needs."
– TwinTresses Boutique

RETURN POLICY

Wigs / Extensions / Lace Products
All sales are final unless the item you received is defective or severely not as described. If you receive a defective item or one that is significantly different from what was described, please contact us with proof within 3 days of receiving your order. We will then review your claim and provide you with our decision to either approve or deny your request to return the item.

If the item is eligible for a return, you will need to ship the item back to us at the address we provide. Once we receive the item and confirm that its condition is acceptable, you will be provided with the following options:

  • Receive a refund for the purchase price of the item as well as the amount you paid to ship the item back to us. (Maximum return shipping reimbursement is $25, and proof of the shipping cost is required)

  • Exchange the item for another item that either matches the original order or is of the same value

Items must be returned unused, unworn, and in their original state and packaging. We reserve the right to refuse any returns that do not meet the requirements stated in this policy.

If an exception is made to allow an item to be returned for reasons other than those previously stated, the buyer will have the following options:

  • Receive a maximum refund of 50% of the purchase price (shipping cost will not be refunded). The remaining 50% will be retained as a restocking fee

  • Exchange the item for another item that either matches the original order or is of the same value. (The buyer will be responsible for all shipping costs)

All Other Products
If for any reason a customer wants to return a product, please notify us and provide pictures of the item that was received within 15 days of receiving your order. The customer must then ship the item back to the address we provide.

  • If the return is due to a defect or the item being not as described, we will inspect the item upon receipt. If we confirm the issue, the customer will receive a full refund of the purchase price and up to $25 in return shipping costs (proof required)

  • If the return is for a non-specific reason, and the item is received in acceptable condition, the customer will receive a full refund of the purchase price (return shipping will not be reimbursed)

  • If the returned item is not in acceptable condition, no refund will be issued

Services
If a customer is dissatisfied with a service received, they must notify us and provide photos, videos, or documentation showing the issue within 3 days after the service is completed.

If we determine that the claim is valid, the customer will have the following options:

  • Receive a full refund for the cost of the service, including any shipping cost incurred

  • Receive a redo of the service, completely free — including any return shipping, up to $25 reimbursement (proof required)

Our policies are designed to protect both our customers and our business. Please note: all terms and conditions are subject to change at TwinTresses Boutique's discretion. If you have any questions or concerns about our policies, please don’t hesitate to contact us.

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