Refund policy
CurlyViva Refund Policy
At CurlyViva, we want you to love your hair! If you are not completely satisfied with your purchase, we’re here to help resolve any issues.
Our customer support team is always available to assist you!
Email: Curlyviva.team @outlook.com
We usually reply within 24 hours.
---
1. Order Cancellation
You can cancel any non-custom wig order within 2 hours of placing your order by contacting our Customer Service team, provided the order has not yet shipped.
Note: Once an order has been shipped, it cannot be canceled.
---
2. Returns & Exchanges
We accept returns and exchanges within 14 days of delivery for items that have not been used. Please be aware that some colored or customized wigs are made-to-order, which requires special processing, and thus we typically do not permit cancellations or refunds after the order has been processed for over 24 hours.
If you encounter exceptional circumstances, please reach out to our customer service—we’ll do our best to assist you and may share part of the cost to help.
Eligible Returns:
- Hair must remain uncut, unbleached, unwashed, and in original condition.
- Lace should be untouched (no cutting or bleaching).
- Items must be clean, free of odors, and have original tags attached.
- For hygiene reasons, used wigs and certain custom orders cannot be returned.
---
3. Return & Exchange Shipping Costs
If the return is not due to an error on our part, the cost of return shipping is the responsibility of the buyer. Shipping fees may vary based on the chosen method.
Please contact us before shipping, and we’ll recommend the most economical and convenient option. Generally, return shipping costs less than £10.
---
4. Care and styling products, accessories, liquids, and special order items cannot be returned. Additionally, please ensure that any free gifts are included with the original package when shipped.
5. How to Initiate a Return
Email us within 14 days of receiving your order with your order number and the reason for the return. We’ll provide you with return instructions and an address.
Send the item back, and we will process your refund or exchange within 5 business days of receiving it.
---
6. Exchanges
Once we receive and approve your return, we will ship your new item within 10 business days.
---
Thank you for choosing CurlyViva! We value your understanding and support. If you have any inquiries, please don’t hesitate to get in touch with us!