Shipping, Returns & Refunds Policy
Shipping, Returns & Refunds Policy
This guideline outlines our shipping, returns & refunds policy for all of our products. Please read each one and make sure that you understand BEFORE placing an order.
1. Custom Orders
- All custom orders: wigs, cranial prosthesis, hair systems, etc., require a 15% deposit. Whether you place your custom order online or over the phone, we will call you to confirm your order. During our phone call, we will also get any additional needed details to confirm your order. Before our phone call, please download and email us the completed Head Measuring Guide form.
- The 15% deposit goes toward your total order amount.
- In order to cancel a custom order and receive a partial refund, you must inform us within 24 hours after order confirmation.
- After work has begun, there are NO returns, exchanges or refunds on custom orders. NO EXCEPTIONS. Custom orders are hand-made specially to fit each individual and entails an enormous amount of detailed work.
2. Ready-Made Wigs and Wig Related Products
Ready-made wigs are wigs that we sell on our website and at our hair salon. They include wigs, hats with hair attached, turbans with hair attached, headband wigs, and ponytail extensions. There are NO returns, refunds or exchanges. To protect the health and safety of all of customers, we avoid ‘skin to skin’ cross infection.
3. Order Processing & Shipping
Order processing takes 3-5 business days before your order is shipped out. Processing occurs Monday-Friday. Orders placed over the weekend will be processed on the next business day which is Monday. Express Shipping orders are 2 to 3 business days.
- Express Domestic shipping is 2-3 business days depending on your location.
- Flat Rate Domestic shipping is 5-7 business days depending on delivery location.
- International Shipping is 7-10 business days. Also factor in your location.
- A Diva’s Hidden Hair will not replace lost or stolen items that was delivered to the verified address you provided during checkout.
- All packages shipped via USPS, Monday through Friday.
4. Your Tracking Number
Shipping activity is viewable within 24 hours after you receive your tracking number. Your package can be tracked at www.USPS.com. You’ll receive your tracking to your email from PayPal or USPS service. If you don’t see your tracking email, please check your spam folder. After 2 days from placing an order and you don’t have a tracking number, please contact us.
5. Editing Non Custom Orders
We process orders daily to ensure a quick delivery. Once your payment is confirmed you can change your order within a 24 hour period. To do that, login to your account on our website, cancel the original order and place a new one.
6. Returning An Order
We’re happy to offer a return or exchange within five (5) days of delivery. Item must not be opened, worn, used or tampered with in any way. This DOES NOT include any hair related products. First, email us your reason for return or exchange along with order details. You will received a return authorization code. Once the item has been received and inspected to be in perfect condition, we’ll issue a refund or exchange.
7. Receiving A Refund
A full refund, excluding the original shipping cost, will be issued to your original payment method after we have received, inspected and confirmed that the eligible returned item was not opened. And that our security seal was not broken. After we process your refund, it generally takes about 48 hours before it shows back in your bank or card.
Lasted updated: October 19, 2022
A Diva’s Hidden Hair Manufacturer
(A Division of Uptown New York Style)
524 Stevens Avenue, Suite 9
Solana Beach, California 92075
Business: (858) 794-6833
Local: (858) 259-6833
Mobile: (619) 820-0290
Hours of Operation
Monday thru Friday 9am-5pm
Closed on Sundays
Outside office hours available by appointment
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