Can I return or exchange my wig?
We accept returns and size exchanges for eligible products (excluding samples, custom-made wigs, and other items exempt from the right of withdrawal) within 14 days of delivery, provided the item is returned in its original, unused condition with all tags and original packaging intact.
As part of our commitment to quality, every Lacelle wig undergoes a thorough quality control inspection before shipment. Each wig is carefully documented with photographs and inspection records prior to dispatch. Upon return, the wig will be inspected and compared against its original quality control documentation to verify that it remains in its original condition and meets our return eligibility requirements.
For hygiene reasons, every returned wig undergoes a comprehensive inspection before a refund or exchange is approved.
To be eligible for a return or exchange, the wig must meet the following conditions:
- The lace must remain uncut.
- The hair must be unwashed, unworn, and completely unaltered.
- The wig must be free from makeup, styling products, perfume, smoke, or any other signs of wear or use.
- All original packaging, accessories, and tags must be included.
Please note that return shipping costs are the responsibility of the customer.
Once your return has been received, it will be carefully inspected. If the wig has been handled beyond what is necessary to determine its nature, characteristics, and fit, or if it shows signs of wear, damage, or alteration, we reserve the right to reduce the refund to reflect any loss in value, in accordance with applicable consumer protection laws.
To request a return or exchange, please email lacellecontact@gmail.com and include your order number in the subject line. Once your request has been reviewed, we will provide you with return instructions.
Exceptions to the Right of Withdrawal
Haircare Products
For hygiene and safety reasons, haircare products are only eligible for return if they are unused, unopened where applicable, and in resalable condition.
Please note that our haircare products are not sealed. In accordance with applicable consumer protection laws, unused products returned in their original, resalable condition may still be eligible for a refund.
Custom-Made Orders
Custom-made or made-to-order products created specifically to your individual specifications are not eligible for return or exchange and are exempt from the statutory right of withdrawal, in accordance with applicable consumer protection laws.
Shipping and delivery - do you ship internationally?
Delivery times vary depending on your location and whether the wig is part of the core collection or custom-made.
In-stock pieces from the core collection are typically dispatched within 2-3 business days, following quality control. Shipping times then vary depending on your region.
Custom wigs require additional time for development and are delivered according to the agreed timeline.
All orders are shipped with DHL, and tracking details are provided once dispatched.
We ship worldwide, with the exception of Israel (we don't support genocide) and countries affected by active armed conflict.
Do you offer repairs of wigs?
Repairs & Maintenance
We offer repair and maintenance services to help preserve the quality of your wig and extend its lifespan.
Please note that repair services are exclusively available for Lacelle wigs.
To request a repair, please email lacellecontact@gmail.com with:
- Clear photos of your damaged Lacelle wig.
- A brief description of the repair needed.
Once we have reviewed your photos, we will provide you with an estimated repair cost.
If you have a medical requisition that includes coverage or an eligible reimbursement amount for wig repairs, please include it in your email.
How long does a wig last?
The lifespan of a wig depends on the material and how it is worn and maintained.
Synthetic wigs typically last around 2–4 months with daily wear. Due to the nature of synthetic fibres, they are more prone to tangling, as friction from clothing and movement causes the strands to catch and intertwine.
Human hair wigs generally last between 6–12 months with proper care. With regular maintenance and repairs, their lifespan can be extended even further.
Why do some wigs cost more even though they are the same length?
Hair length is only one factor that determines the price of a wig. The final price also depends on the production process, including the amount of colour and professional products used, the complexity of the colouring process, the materials required, and the time needed to create the finished piece.
Some colours and styles require significantly more work and product to achieve the desired result than others. These differences are reflected in the final price.
How do I cut the lace?
We make things that work better and last longer. Our products solve real problems with clean design and honest materials.
It is recommended to cut the lace approximately 1 cm (about 0.4 inches) away from the hairline. This helps preserve the lace for longer and allows for additional trimming over time if fraying occurs near the front.
At the sides (the temples), the lace can be trimmed closer as needed, as these areas experience less friction and are less prone to shedding.
For the most natural result, it is advised to cut the lace in a zigzag pattern rather than straight across, helping to avoid a visible edge along the hairline.
How do I secure my wig properly?
My wigs are designed traditionally with adjustable straps in the back for a secure fit. You are also able to order wigs with silicone tabs to avoid using tape and glue.
With every order, a kit is included containing an additional adjustable band with silicone muds. This can be used to enhance stability and ensure the wig stays comfortably in place,
For even during more active situations, such as sports or rides you are able to purchase a silicone wig grip but it is not recommended to use everyday as they are very tight and keep the wig in place.
What density should I chose for my wig?
Lower densities (100–130%) create a more natural, lightweight look, while higher densities (150–200%) provide greater volume and fullness. The right density depends on your personal preference and desired style.
For beginners, we recommend a density of 110–120%, as it is easier to manage, feels lighter to wear, and places less stress on the knots and tends to shed less, helping to extend the lifespan of the wig.
Can I use a wig everyday?
Yes, yes, yes, absolutely!
Lacelle wigs are designed for everyday wear, offering a natural look and reliable comfort.
We also have commercial wigs with higher densities, these are suited for commercial use, with the quality required to withstand demanding conditions, frequent styling, and on-set adjustments.
Can I exercise or sleep with my wig?
Lacelle wigs can be worn during physical activity. Human hair wigs are constructed with double-layered lace allowing for a secure and comfortable fit during movement.
Sleeping with a wig is not recommended, as it can cause unnecessary wear and reduce the overall lifespan of the piece.
