5-DAY MAIL-IN RETURN POLICY

At Strands+Fireflies, we strive to ensure that you are satisfied with your purchase. If for any reason, you are not completely happy with your order, you may return it within 5 days of receipt for a refund.  Please read the following guidelines carefully to ensure a smooth return process:

CAVEAT: CUSTOM ORDERS AND SERVICES ARE NOT ELIGIBLE FOR RETURNS

Unfortunately, we cannot accept returns on custom orders.  This includes any custom made wig or topper (i.e. non-stock pieces), and any color, cutting, de-bulking and/or repair service.  All transactions that fall under this umbrella are considered FINAL SALE.

RETURN ELIGIBILITY FOR STOCK / READY TO SHIP COLLECTION

1. Timeframe: Items must be returned and post-marked in the mail within 5 days of the delivery date. This includes weekends and holidays. If you receive your item on a Thursday for example, the return package must be post-marked by Tuesday.

2. Condition: Products must be in the exact same condition and original packaging as you received them. This means:

• The lace cannot be cut

• The hair cannot be cut

• The hair cannot be colored

• The hair cannot be re-washed

• The cap cannot be altered

• All original clips, combs, tags and labels inside the cap must be intact

• The hair and lace must be free of product, makeup, perfumes, and smoke

• Any postcards and/or goodies included inside the packaging must be returned as well

Strands+Fireflies shall be the sole arbitrator to determine if the piece has been altered in any way from its original condition and if it’s returnable.

3. Exclusions: As noted above, custom ordered hairpieces and services are not eligible for a return.

HOW TO RETURN:

1. Contact Us: Start by contacting our customer service team at info@strandsandfireflies.com to initiate your return. Please include your order number and the reason for your return.

2. Return Authorization: Once approved, you will be e-mailed a Return Authorization Number (RAN), and detailed return instructions.

3. Packing the Item: Securely pack the item(s) in the original packaging.  Include the original receipt and the RAN provided to you.

Any items returned to Strands + Fireflies without first contacting us, and receiving a RAN, cannot be accepted and will be returned to you at your expense.

SHIPPING THE RETURN

1.  Customers are responsible for all return shipping costs. We do not provide return shipping labels or reimburse shipping fees. Please ensure that your return is sent using a trackable shipping method for your protection.

2.  All returned items must be fully insured for their original purchase value. This protects you in the event the item is lost or damaged in transit. If the item arrives to us damaged due to insufficient packaging or lack of insurance, we may not be able to issue a refund.

Strands+Fireflies will NOT assume financial responsibility for reimbursement in the event the package is lost, stolen, damaged or mishandled.

3. Please retain a copy of your tracking number for reference.

REFUND PROCESS

1. Processing Times: Once we receive the returned item(s), please allow 3-5 business days for processing.

2. If the return eligibility conditions are met, Strands + Fireflies will refund you the full amount of the returned item(s) MINUS a 10% re-stocking fee.  If the hairpiece is NOT in its original, unused, perfect and sellable condition, your return will be denied, and the item will be shipped back to you at your expense.

3. Refunds will be issued to the original method of payment.  You will receive a confirmation e-mail once the refund has been processed.

READY TO SHIP COLLECTION

Our Ready To Ship Collection is part of our mission to provide high quality hair pieces with fast delivery. Although we frequently update this section with new wigs and toppers, they tend to sell out quickly. To avoid disappointment, follow us on Instagram for pre-views and drop dates!

Before placing your order, please thoroughly review the descriptions of each wig/topper. Although our Ready To Ship pieces can be returned, a 10% restocking fee, plus shipping, will apply.

Your Ready To Ship piece(s) will typically be mailed within 1-3 business days after payment is received.  A signature is required for delivery.  If you’re in a rush, please reach out to us and we’ll do everything we can to meet your timeline.

Don’t see what you’re looking for? Simply head to our custom collab section (add link here), and together we can create the wig or topper of your dreams!