Return & Exchange Policy
We understand that purchasing a wig or topper online is a personal decision, and we want you to feel confident in your purchase. Eligible items may be returned or exchanged within the timeframe and conditions outlined below.
Because our wigs and toppers are personal-wear items, all returned pieces must remain in their original, unworn and unaltered condition to qualify for a refund or exchange.
Return Window
You have 3 calendar days from the date your package is delivered to evaluate your piece and initiate your return.
Day 1 is the date the carrier marks the package as delivered, including delivery to a P.O. Box or a documented delivery attempt.
Your return must be shipped and tracking information emailed to info@d-enchanted.com no later than the end of Day 3.
Weekend Returns
If your return deadline falls on a weekend and you are unable to ship the package, please email us by 5:00 PM Central Time on Sunday notifying us of your return. The package must then be shipped on Monday, and tracking information must be provided to us.
Returns received without notification or tracking information within the required timeframe may not be accepted and may be returned to the sender.
Return Shipping
Customers are responsible for return shipping costs.
Because our pieces are high-value items, we strongly recommend using a trackable shipping service and purchasing insurance for the full value of your return.
Debra’s Enchanted is not responsible for returned packages that are lost, stolen, damaged, misdelivered, or otherwise not received by us. If a return package is lost or damaged in transit, the customer is responsible for filing a claim directly with the shipping carrier.
Please email your tracking number to info@d-enchanted.com as soon as your return has been shipped.
Please Do Not Require a Signature
Please do not add signature confirmation to your return shipment, as we cannot guarantee someone will be available to sign at the time of delivery.
If signature confirmation has already been added, please contact us immediately.
Debra’s Enchanted is not responsible for additional shipping charges, delays, or packages returned to the sender because a signature could not be obtained.
Condition of Returned Items
Every returned wig or topper is carefully inspected upon arrival.
To qualify for a refund or exchange, the piece must be returned in its original condition.
The following conditions apply:
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Hair must be free of odors, including perfume, smoke, food, and hair products.
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Lace must remain completely intact and unaltered.
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Hair must not be washed, wet, colored, cut, trimmed, curled, straightened, or otherwise altered.
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No styling products, oils, sprays, conditioners, or other products may be applied.
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The original part must not be changed or manipulated.
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Heating tools may not be used on the hair.
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All clips must be returned in their original closed position. A $15 fee may be deducted if clips are returned open.
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All packaging, accessories, and items originally included with the order must be returned.
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Hair must be carefully secured before sealing the return package so that loose strands do not become caught in tape or adhesive.
Missing accessories or packaging may be deducted from your refund. Current replacement charges include:
If the piece shows signs of wear, use, alteration, product application, odor, damage, or other changes from its original condition, it may not qualify for a refund or exchange.
Restocking Fee
Approved returns are subject to a 15% restocking fee.
Original shipping charges and any applicable payment-processing, international transaction, currency-conversion, customs, or other non-refundable fees may also be deducted from the refund when applicable.
Refund Processing
Once your return is received and inspected, approved refunds are generally processed within 1–2 business days.
Refunds will be issued to the original form of payment, less the applicable restocking fee, shipping charges, missing-item charges, payment-processing fees, or other applicable deductions described in this policy.
Please allow additional time for your bank, credit-card company, or payment provider to post the refund to your account.
International customers are responsible for customs duties, taxes, return shipping, and other charges associated with returning an order. Debra’s Enchanted is not responsible for changes in currency exchange rates.
Items Not Eligible for Return or Exchange
The following are considered final sale and are not eligible for return or exchange:
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Items specifically marked Final Sale
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Wigs or toppers that have been cut, trimmed, colored, washed, worn, or otherwise altered
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Pieces with bangs added or customized
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Pieces with knots bleached
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Pieces with lace cut or removed
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Custom color requests
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Customized or altered pieces
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Any other item identified as final sale before purchase
Exchanges
We offer a one-time exchange on eligible items that meet all return-condition requirements.
Once the returned piece has been received and approved, a store credit code will be issued for use toward another purchase.
The 15% restocking fee is waived for an approved one-time exchange.
Once the one-time exchange has been used, any subsequent purchase made with the exchange credit is subject to the terms provided with that credit and our applicable return policy.
To request an exchange, please contact us before returning your piece.
Order Cancellations
Orders begin processing immediately after they are placed, and therefore we do not guarantee order cancellations.
If you request a cancellation before your order ships and we are able to accommodate it, the standard 15% restocking fee and any applicable non-refundable processing or shipping charges may still apply.
Once an order has shipped, it cannot be canceled and must follow the standard return process outlined above.
How to Start a Return or Exchange
To initiate a return or exchange, please contact us within the required return window:
Email: info@d-enchanted.com
Phone: 512-745-7097
Please include your name, order number, and whether you are requesting a return or exchange.
Return Address
Debra’s Enchanted
904 Golden Palomino Court
Austin, Texas 78732
We strongly recommend keeping your shipping receipt and tracking information until your return has been received and your refund or exchange has been completed.
