Returns & Exchanges
Returns & Exchanges Policy
At Mellow Diamond, every wig is handled with care and strict quality standards. This policy explains which items may be exchanged, which items are final sale, product condition requirements, restocking fees, refund processing, defective item reviews, and how to contact us before sending any item back.
Exchange Only
Eligible Ready to Ship wigs may be exchanged within 14 days of delivery if all condition requirements are met.
14 Days
The exchange request must be made within 14 days from the delivery date.
10%
Approved non-defective exchanges are subject to a 10% restocking fee.
Unworn & Uncut
Eligible wigs must be unworn, unwashed, unaltered, undamaged, and returned with lace uncut.
Final Sale
Made to Order wigs are final sale and may only be reviewed in the event of a confirmed defect.
24 Hours
Made to Order cancellation requests must be submitted within 24 hours of purchase.
All returns, exchanges, and defective item reviews must be approved in advance. Unauthorized returns may not be accepted.
Return & Exchange Eligibility
Eligibility depends on the product type, delivery date, product condition, and whether the item is defective or incorrect.
| Product Type | Eligibility | Window | Important Details |
|---|---|---|---|
| Ready to Ship wigs | Exchange only | 14 days from delivery | May be exchanged for a wig of equal or greater value if unworn, unwashed, unaltered, undamaged, with lace uncut, and approved in advance. |
| Colored hybrid Ready to Ship wigs | Final sale | Defect review only | Final sale unless there is a confirmed defect. This rule supersedes other Ready to Ship exchange rules. |
| Half wigs / wigs without lace | Final sale | Defect review only | Not eligible for return or exchange unless there is a confirmed defect. |
| Made to Order wigs | Final sale | Defect review only | Not eligible for return or exchange except in the event of a confirmed defect. |
| Custom color, customized, altered, or used wigs | Final sale | Not eligible | Not eligible for return or exchange for hygiene, customization, alteration, or production reasons. |
Exchange Policy for Ready to Ship Wigs
Wigs purchased from the Ready to Ship Collection may be exchanged for wigs of equal or greater value within 14 days of delivery, provided the exchange is approved in advance and the item meets all condition requirements.
Non-defective Ready to Ship wigs are eligible for exchange only. Refunds are not available for non-defective Ready to Ship wigs unless otherwise approved by Mellow Diamond in writing.
Eligible Ready to Ship Wigs
To qualify for exchange, the wig must be returned in approved condition and the customer must contact Mellow Diamond within 14 days of delivery.
Exchanges are available for wigs of equal or greater value. Any price difference must be paid before the replacement item is shipped.
Shop Ready to ShipExchange Costs
Approved non-defective exchanges are subject to a 10% restocking fee.
The customer is responsible for return shipping costs. Shipping for the replacement item may be factored into the restocking or exchange processing fee unless otherwise stated.
Original express shipping, international shipping, duties, taxes, and carrier fees are not refundable.
Items Not Eligible for Return or Exchange
Due to hygiene, customization, production, and product-specific reasons, some items are final sale. Final sale items are not eligible for return or exchange unless there is a confirmed defect.
Half Wigs
Half wigs and wigs without lace are final sale only.
Colored Hybrid Wigs
Colored hybrid wigs from the Ready to Ship Collection are final sale unless there is a confirmed defect.
Made to Order Wigs
Made to Order wigs are final sale and may only be reviewed in the event of a confirmed defect.
Custom Colors
Custom color wigs and special requests are not eligible for return or exchange.
Altered Wigs
Wigs that have been altered, customized, cut, washed, worn, or damaged are not eligible.
Used Products
Products showing signs of wear, use, scent, product buildup, or damage cannot be accepted.
Condition Requirements
To be eligible for an approved exchange or return review, the product must meet all condition requirements below.
Item Must Be
- Unworn
- Unwashed
- Unaltered
- Undamaged
- Without signs of use
- With lace uncut
- Returned in original packaging
- Returned with all included accessories
Item Cannot Show
- Cut lace
- Wear, washing, or styling signs
- Product buildup or scent
- Damage caused after delivery
- Alterations, customization, or changes
- Missing packaging or included accessories
Return or Exchange Method
Customers must contact Mellow Diamond before sending any item back. Returns or exchanges must be approved in advance and handled by mail or shipping carrier after approval.
Please include your order number, item name, reason for the request, and clear photos or videos if the item is defective or incorrect.
Restocking Fee, Shipping Costs & Refunds
Approved non-defective exchanges are subject to a 10% restocking fee. This fee does not apply when a return or exchange is required because of a confirmed defect or store error.
For regular non-defective exchanges, the customer is responsible for return shipping costs. Original express shipping, international shipping, duties, taxes, brokerage fees, and carrier charges are not refundable.
If a refund is approved, it will be issued to the original payment method after the returned item has been received and inspected. Approved refunds are processed within 5 business days after inspection. Your bank or payment provider may require additional time to post the refund.
Defect Review Process
If you believe you received a defective or incorrect item, please contact us within 14 days of delivery. Include your order number, item name, a description of the issue, and clear photos or videos.
The item should not be worn, washed, altered, styled, or have the lace cut before the issue is reviewed. If a defect or store error is confirmed, Mellow Diamond may offer a replacement, exchange, repair, refund, or prepaid return label depending on the situation.
Final sale items may still be reviewed if there is a genuine defect or incorrect item issue.
Made to Order Cancellations
Made to Order cancellation requests must be submitted within 24 hours of purchase.
After 24 hours, the order may enter production and cannot be canceled, changed, returned, or exchanged. Made to Order wigs are final sale and may only be reviewed in the event of a confirmed defect.
Returns & Exchanges FAQ
Can I return a Ready to Ship wig for a refund?
Non-defective Ready to Ship wigs are eligible for exchange only. Refunds are not available for non-defective Ready to Ship wigs unless otherwise approved by Mellow Diamond in writing.
How long do I have to request an exchange?
Eligible Ready to Ship wig exchange requests must be submitted within 14 days of delivery.
What condition must the wig be in?
The wig must be unworn, unwashed, unaltered, undamaged, without signs of use, with lace uncut, in original packaging, and returned with all included accessories.
Are Made to Order wigs returnable?
Made to Order wigs are final sale and are not eligible for return or exchange except in the event of a confirmed defect.
Do I need approval before sending an item back?
Yes. All returns, exchanges, and defective item reviews must be approved before an item is sent back. Unauthorized returns may not be accepted.
Need Help With a Return or Exchange?
If you have questions about returns, exchanges, final sale items, or a defective product review, please contact our customer support team before sending anything back.