PLEASE NOTE: ALL ORDERS TAKE TIME TO PROCESS. MOST ITEMS TAKE 2 - 3 WORKING DAYS & ITEMS IN OUR TWISTS & LOCS CATEGORY TAKE 7 DAYS.
We want you to be happy and have a pleasant experience when shopping with us, hence, we take your satisfaction and time seriously. If you are not happy with a recent purchase we are happy to accept your request for an exchange or provide store credit. Our products are considered hygienic products, therefore we cannot offer cash refunds on a purchase for health concerns. Please read the conditions below:
How long after making a payment can I receive my order
2 - 5 business days for express shipping & 7 - 10 business days for standard shipping. Our process time for orders in stock is 1 - 2 business days, and delivery takes 1 - 3 business days. Process time for products in our Twists and Locs collection takes 5 - 7 business days exclusive of the delivery window. Express Shipping orders are fulfilled through DHL.
Once your order has been shipped, you will receive tracking details to track your order till it gets to you. We are not responsible for postal delays, we advise you to wait till you receive your orders before booking salon appointments.
We ship from USA, Ghana, and Nigeria so you need to account for public holidays as non-working days when expecting your order.
IMPORTANT: Customers in USA that select Standard shipping or Free Shipping as their shipping method will only receive a tracking number when their parcel is with the last mile delivery partner. This means that even if your order has been shipped out you might not get a tracking code until many days after.
Do you Ship Worldwide
Yes. We ship to every country. However, we only provide free shipping options to Nigeria and USA. See below to see the cut off price to receive free shipping.
Am I eligible for Free Shipping
Due to Covid-19 we no longer offer free shipping as some shipping partners have stopped operations.
How can I estimate how much I will pay for shipping
We have many visual pointers on the page to help you calculate your shipping costs. If you do not find the pointers satisfactory, you can add the products you want to purchase to cart, then scroll to the bottom of this page - naturalgirlwigs.com/cart to calculate your shipping fees. Shipping is calculated based on weight. Each product with packaging weighs 500 grams approximately.
I ordered online and want to cancel my order
To cancel, contact support@naturalgirlwigs or message us on WhatsApp (+2348166645967) not more than 3 hours after your order was placed. After this time we might be unable to cancel your order, change your address, or change your order. If we are successfully able to cancel your order, a $20 charge or 10% of the item value depending on which is greater will be subtracted from your refund to cover for costs incurred.
If you request for a package to be delivered to a new location after it has been shipped, transfer charges will be deducted if it applies.
What is your Return & Exchange policy
We want you to have the best experience and we have teams that carefully examine every product before they are made, after they are made, and before they are packed and shipped out. We do this so that you get the best version of our product.
The items we sell are considered as hygienic products, therefore we cannot accept returns or offer refunds. If you think your item is defective or is not as shown in the pictures and videos watched, you can exchange it as long as you:
- did not open the hair,
- cut the ties,
- finger the hair, or
- manipulate the hair in any way.
Email us immediately at support@naturalgirlwigs to process an exchange. We will need to receive your hair and examine it before your request for an exchange is approved. We reserve the right to decide whether the product is eligible for exchange.
Please do not send your purchase back to any address other than the address provided by our team via email.
Terms of Exchange & Non-returnable Items
If you got a defective item, we will exchange or issue store credit.
Items bought on sale or in situations where a discount was applied cannot be exchanged unless the full price is paid.
For health reasons, we cannot provide exchanges on hair that has been worn, colored, washed, or manipulated.
To be eligible for an exchange, the products purchased must be in the original condition that they were delivered to you. Products that have been tampered with are not eligible for refunds.
We do not provide exchanges on orders where the final price paid is below $60
A $15 handling & restocking fee may be charged in the event an exchange is approved.
You will cover the cost of shipping your item back to us and cost of shipping your order from our warehouse to you.
If an item purchased became defective after use, we cannot provide an exchange.
To be eligible for an exchange, you have to make a complaint to email@example.com within 7 days of the delivery window. You also need to ship the item within 7 days of a return address being provided to you,
If your hair is customized, we cannot provide an exchange as the hair was customized for your own specific needs.
Shipping fees cannot be refunded as store credit. Only the cost of the item can be refunded as store credit. And we do not cover the cost of return shipping even if your item meets the free shipping threshold mark. You are only eligible for free shipping on your initial purchase.
You cannot request for more than 1 exchange per order. Every subsequent exchange after the first exchange on the same order is denied.
Gift cards are non-refundable.
- Due to the hygienic nature of our product, we do not issue cash refunds under any circumstances as a precaution.
Will I be responsible for shipping of my exchange
Delivery charges will be paid by you. Natural Girl Wigs will not give refunds for delivery charges incurred during original delivery, return or onward shipping charges of exchanged items.
How do I get my exchanged item or store credit
Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your request.
If your request is approved, then you will have the following options to choose from
- You get store credit that you can use at any point in the future
- Or you can exchange the returned item for the same item or another item at the same price or top up your payment to receive a new item.
Items that are exchanged do not include the shipping fee paid for the original order.
There are certain situations where an exchange or store credit will not be granted (if applicable)
- Any item not in its original condition
- Damaged items or items missing parts for reasons not due to our error.
- Any item that is returned more than 20 days after delivery or if we were not alerted of a need to exchange or return the item within 7 days of delivery.
How can I contact you
You can email us at firstname.lastname@example.org