Return & Refund Policy
At PEARL, we promise to ensure every woman looks and feels her best by providing the ultimate hairdressing experience. If you encounter any problems with your purchase, please contact us at service@pearlwig.com and we will respond as a priority within 24 hours.
Item not delivered:
Delivery on the way:
1. The package is seized by customs: Customs clearance is the buyer's obligation. Therefore, once the package is seized, you should contact the customs office to pick up your package. If you need any documents for customs clearance (such as invoices), please feel free to contact us.
2. The shipment status is stuck for a long time: If the package status is stuck for a long time, we recommend that you contact the local DHL to check for you, and at the same time, we will let our freight forwarder figure out what happened to your package. You can keep in touch with us until the package is successfully delivered.
Failed to deliver
1. If the package is not successfully delivered due to the wrong address provided by the buyer or the buyer's mistake, we are not responsible for any losses caused by it
2. If the package is sent to the wrong address due to our mistake, we can resend the package or refund you.
3. If the package is lost by the shipping company, please contact the shipping company for more details.
Customer Refusal of Package
Before contacting our customer service, please do not directly refuse to sign for the package with the courier, otherwise the long-term shipping time waste and shipping costs will be borne by you. Thank you for your understanding.
Items Damaged in Shipping
We are proud of our products, but we cannot control shipping. In some extreme cases, the items you receive may be damaged during transportation, so you should check that the items are intact when you receive them. If the unfortunate thing really happens, please provide us with photos or videos and contact us at service@pearlwig.com. Note: We will not accept claims for shipping damage within 15 days of receiving the product.
Items are not as ordered
We encourage you to open the package and check the items after the package is delivered to your home. If you are not satisfied with the items, you should contact us within 15 days. If the size, style, or color does not meet your needs, please contact us for return or exchange. We do not accept second-hand hair returns and any claims that are not as described. We are very willing to give you a return if you don’t like the wig in a brand new state, but if you use it, style it, or cut off the tags and lace, please forgive us that we cannot give you a return. In addition, if you just don't want the item and want a refund, please contact us within 15 days after receiving the item, you will be charged up to 20% restocking fee. (This item is not refundable)
Return contact: Liya Trade
Return phone: 18864616782
Return address: 1307, Building A, Airport International, Weidu District, Xuchang City, Henan Province, China
Note: Refund does not include additional express/standard shipping costs, because it has been paid to the shipping company, please understand.
Order Return
We are happy to exchange and return unused wigs within 30 days after receiving them.
If the return is caused by the consumer, the consumer should bear the shipping cost. The specific cost should be based on the courier company you choose.
If the goods received are damaged or incorrect due to our reasons, the consumer does not need to bear the shipping cost for this reason.
Warm Tips:
1. If you want to return the goods, please keep the original condition, factory condition of the item, because we do not sell refurbished or second-hand products. Please make sure the wig is intact and the lace is not cut. Returns are not permitted for items that have been used or washed.
2. Please inspect the item immediately upon receipt and email us within 15 days of receiving the product.
What does "return in original condition" mean?
✓ Hair has not been washed, conditioned, installed, dyed, bleached, or worn.
✓ Wig has not been washed, conditioned, installed, dyed, bleached, or worn.
✓ Ties are not cut and tags are attached.
Email: service@pearlwig.com
Item not delivered:
Delivery on the way:
1. The package is seized by customs: Customs clearance is the buyer's obligation. Therefore, once the package is seized, you should contact the customs office to pick up your package. If you need any documents for customs clearance (such as invoices), please feel free to contact us.
2. The shipment status is stuck for a long time: If the package status is stuck for a long time, we recommend that you contact the local DHL to check for you, and at the same time, we will let our freight forwarder figure out what happened to your package. You can keep in touch with us until the package is successfully delivered.
Failed to deliver
1. If the package is not successfully delivered due to the wrong address provided by the buyer or the buyer's mistake, we are not responsible for any losses caused by it
2. If the package is sent to the wrong address due to our mistake, we can resend the package or refund you.
3. If the package is lost by the shipping company, please contact the shipping company for more details.
Customer Refusal of Package
Before contacting our customer service, please do not directly refuse to sign for the package with the courier, otherwise the long-term shipping time waste and shipping costs will be borne by you. Thank you for your understanding.
Items Damaged in Shipping
We are proud of our products, but we cannot control shipping. In some extreme cases, the items you receive may be damaged during transportation, so you should check that the items are intact when you receive them. If the unfortunate thing really happens, please provide us with photos or videos and contact us at service@pearlwig.com. Note: We will not accept claims for shipping damage within 15 days of receiving the product.
Items are not as ordered
We encourage you to open the package and check the items after the package is delivered to your home. If you are not satisfied with the items, you should contact us within 15 days. If the size, style, or color does not meet your needs, please contact us for return or exchange. We do not accept second-hand hair returns and any claims that are not as described. We are very willing to give you a return if you don’t like the wig in a brand new state, but if you use it, style it, or cut off the tags and lace, please forgive us that we cannot give you a return. In addition, if you just don't want the item and want a refund, please contact us within 15 days after receiving the item, you will be charged up to 20% restocking fee. (This item is not refundable)
Return contact: Liya Trade
Return phone: 18864616782
Return address: 1307, Building A, Airport International, Weidu District, Xuchang City, Henan Province, China
Note: Refund does not include additional express/standard shipping costs, because it has been paid to the shipping company, please understand.
Order Return
We are happy to exchange and return unused wigs within 30 days after receiving them.
If the return is caused by the consumer, the consumer should bear the shipping cost. The specific cost should be based on the courier company you choose.
If the goods received are damaged or incorrect due to our reasons, the consumer does not need to bear the shipping cost for this reason.
Warm Tips:
1. If you want to return the goods, please keep the original condition, factory condition of the item, because we do not sell refurbished or second-hand products. Please make sure the wig is intact and the lace is not cut. Returns are not permitted for items that have been used or washed.
2. Please inspect the item immediately upon receipt and email us within 15 days of receiving the product.
What does "return in original condition" mean?
✓ Hair has not been washed, conditioned, installed, dyed, bleached, or worn.
✓ Wig has not been washed, conditioned, installed, dyed, bleached, or worn.
✓ Ties are not cut and tags are attached.
Email: service@pearlwig.com