Frequently Asked Questions
Shipment, Checkout, and Returns
When will my order ship?
We try our best to ship items as fast as we can. We try to ship in stock items within 3-5 business days, unless otherwise noted in the product description..
Once shipped, average shipping times are 2-5 days within the U.S. and 6-30 days for the international shipments. Tracking numbers are updated within 1 day after your order has been shipped.
International orders may incur import/custom fees upon delivery. These must be covered by the customer. You can look up your countries custom/import fees for human hair wigs online! If the package is refused upon delivery and it is sent back to us, we will deduct the handling fees from your refund.
Please note we can only hold an order for shipment for 2 business days.
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Help! I want to change my order! What do I do?
Please email contact@silkorlace.com immediately with your order number and the changes you'd like to make to your order.
Although we cannot guarantee that we'll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.
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Can I use more than one promo/gift code on an order?
No. Unless explicitly noted, customers may use one promo/gift code per order.
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Where do you ship out from?
All Silk or Lace and Resell Concierge pieces ship from Plano (North Dallas), TX USA.
All Resell DIY pieces ship from individual seller's locations based in USA.
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What is your return and exchange policy?
To make a return, click here.
If you would like to exchange your item for another piece, please email contact@silkorlace.com directly with your order number and the piece you'd like to exchange with.
All hair piece orders have a $100 per piece flat rate return fee. Any alterations requested are considered final sale, including changing the hair part and cutting the lace. 3 day return window and $50 cancellation fee still applies.
All accessories are final sale.
Any odor on your wig will render it ineligible for return or exchange, or it may be subject to an additional restocking fee.
If the hair piece is returned to us and it is not clean (i.e. makeup or powder residue), we will deduct an additional $50 hair washing fee.
Please allow 7-10 business days for your exchange/return to be processed from the time it is received.
All order cancellations will be subject to a $50 fee.
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Maintenance and Products
How do I measure my head to find my topper and/or wig size?
There are many different ways on how to measure your head for your wig and/or hair topper.
For wigs, we recommend taking a flexible tape measurer and measure from the hairline at the center of your head.
Then, wrap the tape measurer around to the nape of your head and then back around until you reach the center of your hairline.
For hair toppers, we recommend taking a flexible tape measurer and measuring side to side up until the point where your head starts to curve.
Then, measure from front to back, starting from your hairline to where the back of your head curves back.
Tip for hair toppers: for each measurement, make sure you have enough hair in that area for clips to grab and hold. If you hair is sparse and/or weak in that area, move the tape measurer down until you reach a point where you have healthy hair.
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Where can I get help to color match my hair piece?
Color matching can be tricky because hair color can look very different with lighting and location (indoor/outdoor). We suggest making sure you take a selfie in similar lighting to the product picture to ensure a good color match. If you would like further help, please email contact@silkorlace.com
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Other
How can I sell my lightly worn wig or hair topper with Resale silkorlace?
To sell your lightly worn piece with us, apply here.
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Do you accept international applications to sell pieces on Resale Silkorlace?
Yes! We accept lightly worn pieces from outside the U.S for Concierge applications only. However, we ask that the seller pay for the postage to send the hair piece to us.
NOTE: All packages must be scanned by the postal service to be covered by insurance. If the package is not scanned, then in the event it is lost stolen or damaged we cannot insure the item for you.
If after 120 days the piece does not sell, we ask that you also pay for the postage to send the piece back to you as well.