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Contact Us
TEL: +86-29-68533057 Customer Service Dept.
Email: service@wigsbuy.com
Returns,Refund & Dispute
Fail to receive an item?
1. Tracking information is unavailable

No information can be found on the carrier's official website for the tracking number provided. In this case, we will take the full responsibility and make a full refund to you.

2. We shipped out the item, but you did not receive it---- Shipping information is incomplete

Case 1: The item is in transit - This refers to any delivery failure case except for customs detention. The tracking information shown on the carrier's official website includes: customs cleared, leaving the processing center, being dispatched to XXX, etc. In such cases, we should take the full responsibility and make a full refund to you in principle.

 

Case 2: If the delivery fails because the address the buyer provided is incorrect or incomplete (according to what is indicated on the official website of the shipping carrier, for instance, the address is unavailable for delivery), but the item is shipped back to us. 
For non-custom made items: 
We will deduct the shipping fee while return the rest money of the payment to the buyer.
For custom made items: 
Buyer will undertake the shipping fee as well as a 50% refund of the product purchase price.
In this case, if the buyer needs the item, he or she should pay for the shipping fee, and we will reship it to the right address.

 

Case 3: If the delivery fails and the item is not returned to us. In this case, the buyer should be eligible for a partial of the product purchase price as well as the shipping fee.

3. We shipped out the item, but you did not receive it ---- The item is held at the customs

This refers to the case that the package is held in detention at customs. The dispatching party should be responsible for providing evidences to clear the customs.

 

Case 1: If the item is held in detention at the dispatching party's customs, we should make a full refund to the buyer.

 

Case 2: If no written certification is provided by the customs about the detention, the goods are deemed to be in transit and we should handle the case based on the specific situations according to "the above Case 2 of shipping information is incomplete".

 

Case 3: If the item is held in detention at the customer's customs, the buyer is responsible for clearing the customs.

4. The item is successfully delivered.
It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.

Handling Methods:


Case 1: The information on the shipping bill matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:

•Countries, cities, postal codes, time and signees match.

•Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.

•Countries, cities, postal codes and time match but signees do not match.

•Countries, cities, time and signees match but postal codes do not match.

For any of the above situations, we will not accept such kind of case.

Case 2: The information on the shipping bill of wigsu.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows:

•Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.

 

•Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.

5. The item is shipped back to wigsbuy

It refers to the case that the tracking information available on the official website of the shipping carrier shows that the order has been successfully delivered to the destination.

Handling Methods:

Case 1: The information on the shipping bill of us matches completely with the shipping information confirmed by both of us, and the information about the successful delivery matches with each other as follows:

•Countries, cities, postal codes, time and signees match.

•Countries, cities, postal codes and time match but no signee is found on the official website of the shipping carrier.

•Countries, cities, postal codes and time match but signees do not match.

•Countries, cities, time and signees match but postal codes do not match

For any of the above situations, we will not accept such kind of case

Case 2: The information on the shipping bill of wigsbuy.com matches completely with the shipping information confirmed by both of us, but the information about the successful delivery does not match with each other as follows:

•Countries and time match but cities and postal codes do not match and no signee is found on the official website of the shipping carrier.

•Time matches but countries, cities, postal codes and signees do not match. For any of the above situations, we should refund the full payment to the buyer.