FAQ
HOW LONG DOES AN ORDER TAKE TO ARRIVE?
Your order is considered an international order since we are based in China. Typically, international orders are shipped within 1-3 days of your purchase and generally arrive within 2-4 weeks of shipping. Please keep in mind that these orders must clear customs in your country, which may sometimes cause additional delays. Once your order leaves our warehouse in Mumbai, it might experience shipping delays beyond our control. To track your order or get an estimated delivery date, we recommend contacting the carrier directly.
HOW TO RETURN MY ITEMS?
Currently, we do not offer free returns for overseas customers. You will be responsible for covering all return shipping costs. It's advisable to label your package as 'returned goods' to prevent further duties. Please note that we strongly recommend using a registered, trackable service to return items and retaining proof of postage since we cannot accept responsibility for items that do not reach us.
HOW DO I GET A REFUND FROM Katiehair ?
Regrettably, we do not provide refunds on returns. Instead, we offer store credit that can be used to repurchase the same or another product of your choice. We will only issue refunds in cases where it's our fault, such as sending the wrong product or missing items. To request a refund in such cases, please reach out to us at Service@lxfkatiehair.com with the necessary proof.
Are all your products as pictured on your website?
All our items are photographed in house and are taken in a way to show the versatility of the wig. We try to show all possible angles of our products and do not edit our photos to make them more aesthetically pleasing. Most of the wigs on our store are to be worn "straight out of the bag" however we do brush them slightly before photographing to best portray the style.
I have received my wig and the hair is shedding, is this normal?
Yes, it is perfectly normal. All our wigs are made with more hair than specified in the description, to allow for shedding when the wig is first brushed through.
What happens if I do not receive my order?
Your order might have been lost
The delivery details were incorrect when you placed your order, so it was returned to us
The courier attempted to deliver your order multiple times but were unsuccessful, so it was returned to us.
If the order was lost during transit, you will be entitled to a replacement or full refund. An order can only be classified as lost if it has not been delivered after 30 business days.
If the order was not received due to customer error (i.e incorrect details/courier unable to deliver to given address) then the customer is responsible for paying for postage again. Once the order is received back and second postage is paid for, we can resend your order. If the customer no longer wants the order then a refund, minus shipping and a 15% restocking & admin fee, will be issued once the order is back with us.