ALL SALES FINAL — RETURNS & REFUNDS
Due to the nature of our products and for hygiene and safety purposes, all Silky Strands sales are final.
We do not accept returns, refunds, or exchanges on hair extensions, wigs, closures, custom units, or services due to a change of mind, incorrect length/texture selection, or other customer ordering errors.
Please carefully review your texture, length, quantity, lace size, shipping information, and complete order details before submitting your order.
If you believe you received an incorrect, damaged, or defective item, please contact Silky Strands within [24/48 hours] of delivery with your order number and clear photographs/videos of the product and packaging. Claims will be reviewed individually.
ORDER CHANGES & CANCELLATIONS
Please carefully review your order before checkout.
Once an order has entered processing or customization, changes or cancellations may not be possible. Silky Strands is not responsible for customer errors involving texture, length, quantity, lace size, or other selections.
PROCESSING TIMES
Processing time is separate from shipping/transit time.
Orders are prepared according to the processing timeframe provided at checkout or on the applicable product page. Custom wigs and specialty services may require additional processing time.
SHIPPING POLICY
Customers are responsible for providing a complete and accurate shipping address at checkout.
Once an order has been transferred to the shipping carrier, delivery times may be affected by circumstances outside of Silky Strands' control.
Tracking information will be provided when applicable.
For packages marked as delivered but not received, customers should first contact the applicable shipping carrier and follow the carrier's claim procedures.
CUSTOM WIG / BYOB POLICY
Hair must be received before construction of your custom wig can begin.
Customers using the Bring Your Own Bundles service are responsible for providing the required bundles and closure in a timely manner. Delays in providing the necessary hair will result in delays to the completion of the custom unit.
For a smoother process, customers may purchase and use Silky Strands bundles and closures.
For hair 22 inches and under, the recommendation is 3 bundles + 1 closure. For hair longer than 22 inches, 4 or more bundles are recommended for adequate fullness.
BYOB Add-On Service: $150
CUSTOMER-PROVIDED HAIR
Silky Strands cannot guarantee the quality, longevity, performance, texture, or condition of hair purchased from another company or supplier.
When customers provide their own hair for a custom service, they accept responsibility for the quality and condition of those materials.
CUSTOM ORDERS
Custom units are created according to the selections and information provided by the customer.
Customers are responsible for ensuring that all requested specifications and measurements are accurate before construction begins. Once customization has started, requested changes may not be possible and may result in additional charges where applicable.
COLOR DISCLAIMER
Colors may appear slightly different depending on lighting, photography, screen settings, and device displays.
PRODUCT CARE
Customers are responsible for properly maintaining their hair after purchase. Improper care, excessive heat, chemical processing, product buildup, incorrect installation, or improper maintenance may affect the condition and appearance of the hair.
Please refer to our Hair Care Guide for recommended maintenance practices.
PAYMENT POLICY
Full payment is required at checkout unless an approved payment-plan option is selected.
When using a third-party Buy Now, Pay Later provider, the customer's payment agreement is also subject to that provider's terms, eligibility requirements, payment schedule, and policies.