Cancellations, Exchanges & Returns — FAQ

Can I cancel my order?

We do not offer order cancellations. Please be certain of your purchase before checking out.

Do you accept exchanges?

At this time, we do not offer exchanges. If you'd like a different wig, you're welcome to place a new order, but the original item must still meet return eligibility requirements and will be subject to our 5% restocking fee. Each purchase incurs costs that cannot be recovered, even if returned or exchanged.

Can I return my wig for a refund?

We accept returns only on non-custom, brand-new, unaltered wigs postmarked within 3 business days of delivery. Please email alicia@locklynlux.com within this window to begin the return approval process. If the third day is a Sunday or federal holiday, tracking must be sent the following business day.

How do I initiate a return?

• Email alicia@locklynlux.com within 3 business days of delivery.

• If eligible for return, you will receive instructions for return.

  • All returns must be postmarked within three days of delivery. Please email your tracking number to alicia@locklynlux.com.

  • Return shipping costs are the customer's responsibility. We highly recommend UPS Ground for returns, which seems most reliable and timely. The buyer must purchase insurance on return shipping, as Locklyn Lux cannot be responsible for lost packages. We cannot refund a purchase if the package gets lost.

What are the return conditions?

To be eligible for a refund, your wig must meet ALL the following:

• In original, unworn, unstyled condition (no brushing, cutting, coloring, curling, or heat styling)

• Lace must be intact — no trimming, powder, tint, or alterations of any kind

• Returned in original packaging (wig net, silk bag, box, etc. — wig caps are not required to be returned)

• Odor-free (no perfume, smoke, hair product, etc.)

• Wig must be brushed, clips closed, and placed neatly in the silk bag

If your wig does not meet these conditions, it will be returned to you and no refund will be issued.

Are custom or made-to-order wigs returnable?

No. All custom requests and made-to-order wigs are final sale and cannot be returned or refunded under any circumstances.

Can I return a wig purchased with AfterPay?

Wigs purchased using AfterPay are not eligible for return. Please be sure of your selection before choosing this payment method.

Do you accept returns on gently used wigs?

No. Items marked as GENTLY USED or pre-loved are final sale and not eligible for return.

Is there a restocking fee?

Yes. All approved returns are subject to a 5% restocking fee, which covers costs associated with shipping, insurance, and preparing the item for resale.

What if my wig is defective?

If you believe your wig is defective, please contact us immediately. You have 7 days after delivery to email us and return the wig for inspection. After 7 days, we cannot offer any resolution.

How long does it take to receive my refund?

Refunds are processed within 2–5 business days of receiving the returned item. Your bank may take 7–10 business days to post the credit. If you don’t see the refund after 15 business days, please contact us..