Can I return or exchange my order?

Updated by Encelia Support Team

We are confident you will love your new hair, but if you are unsatisfied, we are pleased to accommodate returns within seven days. Please note that we can only return alternative hair products that have not been altered, worn, or tampered with.

Please note, that we can only return wigs that have not been altered, worn, or tampered with. We understand that when trying your wig on for the first time, you may need to spray some water on the hair and blow dry the hair a bit, so don't worry too much. In general, we need the wig to "stay" in its original condition, so please do not cut, wash, restyle, or do anything that would permanently alter the wig. If you have questions or concerns, please don't hesitate to call us at 1(858) 356-2290‬.

*Accessories, hair care, and sale products are final sale and cannot be returned.

How do I make a return? Please get in touch with us at with the Order # to start the return.

Can I make an exchange? No, we are unable to process exchanges right now. If you would like to exchange a product, please return the original item(s) for a full refund on the product(s) purchased, and you can place a new order

What is your quality guarantee? We take great care to maintain the highest quality standards. However, if you have received a product that does not meet your standards (ie material or workmanship defects) please contact us at, After we receive and examine the faulty item, we will either replace your item with a new one (subject to availability) or give you your money back.​

Exchange & Return FAQ

Do I have to pay for the return shipping? Yes, the shipping costs will be deducted from your total refund. 

Can I get help finding a better color?  We're happy to help you find a better color. Please email our team at so we can help. 

When will I receive my refund? A full refund will be provided to the original payment method after we have received, inspected, and confirmed that the returned item was not altered in any way. The review process can take up to 5-7 business days to finalize. Most financial institutions can take up to 3-5 business days to process a refund, which could take longer. Please allow up to 14 business days for the refund to show up on your statement before contacting us at

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