Customer Service +1 (267)403-8663
Effective January 2025
We are unable to process any refunds, however, you will receive STORE CREDIT in the form of a gift card.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, lace uncut, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us via dm on IG @jenjenluxurywigs or click the link in the bio for our WhatsApp number. Please note that returns will need to be sent to the following address: 9711 MASON RD STE 125 RICHMOND, TEXAS 77407 PO BOX 475.
If you are simply unpleased with the product or feel as if the wig/hair does not flatter you, you are responsible for purchasing a return label and sending the item back to us.
If your order is defective or damaged by us upon arrival, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at
jenjensluxurywigs@yahoo.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items), and personal care goods (such as beauty products). and/or hair extensions.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Shipping Carriers and Deliveries
We are not responsible for any lost or damaged items once they leave our possession. We will work diligently to get your items to you in one piece, in a timely manner and reconcile most issues that may occur during transit. However, the responsibility of lost and/or damaged items does not fall solely upon us. If you have any issues or concerns regarding lost or damaged items, feel free to contact the shipping carriers.
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By purchasing a custom wig from JenJen's Luxury Wigs, you acknowledge and agree to the following terms regarding processing and shipping times:
The turnaround time for custom wigs is 10-14 business days. This period is required to ensure that your custom wig is crafted to meet our high standards of quality and precision.
Processing time begins once your order and payment have been confirmed.
Shipping time is separate from the processing time and will vary based on the shipping method selected at checkout and the destination of the order.
You will be provided with shipping options at checkout, including standard and expedited shipping. The delivery time for each option will be displayed accordingly.
Please note that the estimated delivery times are based on the carrier’s schedule and are not within our control.
You will receive an order confirmation email once your purchase is complete.
A follow-up email with tracking information will be sent once your custom wig has been shipped, allowing you to monitor its progress until delivery.
Business days are defined as Monday through Friday, excluding holidays.
Delays due to unforeseen circumstances such as inclement weather, carrier issues, or customs processing are beyond our control.
We recommend placing your order well in advance if you require your custom wig by a specific date.
By proceeding with your purchase, you confirm that you understand and accept the above processing and shipping terms for custom wigs from JenJen's Luxury Wigs. If you have any questions or need further assistance, please contact our customer service team.
Thank you for choosing JenJen's Luxury Wigs. We appreciate your business and strive to provide you with the highest quality products and service.