Cancellations, Exchanges & Returns — FAQ

At Locklyn Lux, we strive to provide an exceptional shopping experience. Please review our policies carefully before making a purchase. If you have any questions, contact us at alicia@locklynlux.com.

Shipping & Handling Fees

We charge a flat $20 shipping and handling fee for all domestic orders (US only). For added protection, you may select the “Insured” shipping option at checkout, which includes insurance coverage.

This fee covers careful packaging, insurance (if selected), and processing to ensure your wig arrives safely. We currently ship only to the US and Canada. If you're located elsewhere, please use our contact form to inquire about potential shipping options.

Why this fee? It allows us to maintain competitive wig prices while covering actual costs. Shipping and handling fees are non-refundable on returns, as these services are provided at the time of purchase.

Can I Cancel My Order?

As a general rule, we do not offer order cancellations. Please double-check your selections before completing checkout.

If an order is canceled prior to shipment (e.g., due to payment issues or fraud prevention), we will issue a refund minus any non-refundable payment processing fees (typically 3-6% of the order total).

Do You Accept Exchanges?

At this time, we do not offer exchanges. If you'd like a different wig, please place a new order. The original item must meet our return eligibility requirements and will be subject to a 10% restocking fee, plus any applicable payment processing fees.

Can I Return My Wig for a Refund?

We accept returns only on non-custom, brand-new, unaltered wigs that are postmarked within 3 business days of delivery. To request approval, email alicia@locklynlux.com within this timeframe. If the third business day falls on a Sunday or federal holiday, please send tracking information on the next business day.

All returns are subject to inspection upon receipt, and we reserve the right to deny refunds if our conditions are not met.

How Do I Initiate a Return?

1. Contact us via message or email at alicia@locklynlux.com within 3 business days of delivery to request approval.

2. If approved, you'll receive detailed return instructions.

3. Postmark the return within 3 business days of delivery and email your tracking number to alicia@locklynlux.com.

Return shipping is your responsibility. We recommend using UPS Ground with insurance, as we are not liable for lost packages—please insure your return to protect against loss in transit. No refund will be issued if the package is lost.

What Are the Return Conditions?

To qualify for a refund, your wig must meet all of the following conditions:

• In original, unworn, and unstyled condition (no cutting, coloring, curling, heat application, or other alterations; light combing is acceptable).

• Lace intact, with no trimming, powder, tint, or modifications.

• Returned in its original packaging (including wig net, silk bag, and box; wig caps are optional but appreciated).

• Free of any odors (e.g., perfume, smoke, hair products).

• Combed, with clips closed, and neatly placed in the silk bag.

If these conditions are not met, the wig will be returned to you at your expense, and no refund will be issued.

Are Custom or Made-to-Order Wigs Returnable?

No. Custom or made-to-order wigs are final sale and cannot be returned or refunded. This includes any wig in a factory color that we specially ordered or sourced specifically for your purchase (e.g., if it was not part of our standard stock).

Pre-orders listed on our site are not considered custom or made-to-order and are eligible for returns under our standard policy.

Can I Return a Wig Purchased with Klarna or AfterPay?

Purchases made with Klarna or AfterPay are generally not eligible for returns due to the high processing fees we incur. Exceptions may be considered on a case-by-case basis at our sole discretion. Please ensure you're certain of your purchase before selecting these payment options.

Do You Accept Returns on Gently Used Wigs?

No. Gently used or pre-loved items are final sale and non-returnable.

Is There a Restocking Fee?

Yes, a 10% restocking fee applies to all approved returns. This fee covers payment processing, inspection, repackaging, and preparation for resale. We also deduct any non-refundable payment processing fees (e.g., from credit cards, Klarna, or AfterPay). Shipping and handling fees are always non-refundable.

What If My Wig Is Defective?

If you receive a defective wig, contact us immediately at alicia@locklynlux.com. You have 7 days after delivery to report the issue and return the item for inspection. After 7 days, no resolution will be available.

How Long Does It Take to Receive My Refund?

Refunds are processed within 2–5 business days of receiving and inspecting the returned item. Your bank or payment provider may take an additional 7–10 business days to post the refund to your account. If you haven't received your refund after 15 business days, please contact us for assistance.