Frequently Asked Questions
Answers to the questions Heather hears most about ordering, shipping, returns, sizing, and wig care.
Ordering & shipping
How quickly will my order ship?
Orders are processed within 1–2 business days (Monday to Friday, excluding US holidays). As soon as your wig ships, you'll get an email with your tracking number.
How long does delivery take?
Standard shipping takes 3–7 business days and express takes 1–3 business days, counted from the day your order ships. You'll see the cost of each option at checkout before you pay. Full shipping policy
Do you ship outside the United States?
Not yet. We currently ship within the United States only.
Can I change my order or shipping address?
Yes, if it hasn't shipped yet. Email heather@heathersluxehair.com with your order number as soon as possible and we'll do our best to update it.
My package is late or arrived damaged. What should I do?
If your package hasn't arrived within 10 business days of shipping, or it arrived damaged, email heather@heathersluxehair.com with your order number (and photos if it's damaged). We'll work with the carrier to make it right.
Returns & refunds
What is your return policy?
You can return an unworn wig within 30 days of delivery for a refund to your original payment method. Full return policy
What condition does a wig need to be in to return it?
For hygiene reasons, the wig must be:
- Unworn, except for briefly trying it on over a wig cap
- Unaltered: not cut, washed, colored, or heat-styled
- In its original packaging, with all tags and the hairnet still in place
Wig caps and care products can't be returned.
Can I try a wig on before deciding?
Yes. Put on a wig cap first and try the wig on briefly, indoors, with the tags still attached. That keeps it returnable if it isn't the one.
How do I start a return?
Email heather@heathersluxehair.com with your order number and the item you're returning. We'll reply with the return address and instructions. Please ship it back with tracking. Return shipping is your responsibility unless we sent the wrong item or it arrived damaged.
When will I get my refund?
Once your return arrives and is inspected, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Original shipping charges aren't refundable.
Can I exchange for a different style or color?
The fastest way is to return your wig and place a new order for the one you want.
What if I received the wrong item?
Email heather@heathersluxehair.com within 7 days of delivery with photos, and we'll send a replacement or a full refund, including shipping.
Sizing & fit
How do I find my cap size?
Measure around your head along your hairline with a soft tape measure. As a general guide, petite fits about 20.5″ to 21.25″, average fits about 21.5″ to 22.5″ (most women), and large fits about 22.75″ and up. See the size guide or read the full measuring guide.
What if I'm between two sizes?
The smaller size with its adjustable straps loosened usually fits more securely than the larger one. Sizes vary a little between brands, so check the product description for the specific wig.
How do I know if my wig doesn't fit?
- It slides back or rides up during the day: the cap is too large
- You get headaches or pressure lines: the cap is too small
- The ear tabs sit on top of your ears instead of in front of them: it's the wrong size or sitting too far back
Wig care
How do I wash my wig?
Use a shampoo made for wigs, in cool water, and handle the hair gently. Let it air dry on a wig stand. Read the full care guide
Can I use heat tools on my wig?
Only if the wig is labeled heat-friendly, and only at the temperature the label recommends. Heat can melt or frizz synthetic fibers that aren't made for it.
How should I store my wig?
Keep it on a wig stand or in a silk or satin bag, away from direct sunlight and heat, so it holds its shape between wears.
Choosing a wig
What kind of wigs do you sell?
All of our wigs are synthetic. Synthetic wigs hold their style after washing, are easy to care for, and are more affordable than other options. Shop all wigs
Can Heather help me choose?
Absolutely. Send Heather your measurements, a photo of the look you're going for, and the colors you like, and she'll give you an honest, personal recommendation. Ask Heather
Where can I learn more about wigs?
Our wig education page and wig guides cover wig types, sizing, and care.
Still have questions?
Heather answers every message personally, usually within 1–2 business days.