Refund policy

Locks and Tops Return Policy

At Locks and Tops, we take great care to ensure every eligible product is shipped in brand-new, unworn condition. Because wigs, toppers, and hairpieces are personal-wear items, all returns must meet strict hygiene and condition requirements.

Please review this policy carefully before placing your order.

Return Window by Product Type

Synthetic Wigs and Synthetic Hairpieces

Synthetic wigs and eligible synthetic hairpieces may be returned if the return request is initiated within 10 calendar days of delivery.

Human Hair Wigs and Human Hair Hairpieces

Human hair wigs and eligible human hair hairpieces may be returned if the return request is initiated within 3 calendar days of delivery.

Because human hair wigs are high-value, delicate, and often handled differently once received, we require prompt inspection upon delivery.

Return Eligibility Requirements

To be eligible for return, the item must meet all of the following requirements:

  • The return request must be submitted within the applicable return window.

  • The item must be in original factory condition.

  • The item must be unworn.

  • The item must be unbrushed.

  • The item must be unwashed.

  • The item must be unscented and free from perfume, smoke, food odors, styling products, or other odors.

  • The item must be unaltered in any way.

  • The lace must not be cut, trimmed, tinted, plucked, or customized.

  • The parting must not be changed.

  • The cap, knots, hairline, fibers, or hair must not be altered.

  • All original tags must remain attached and may not be removed or reattached.

  • The item must be returned with all original packaging, including the box, tissue, netting, wrapping, tags, and any included materials.

Items that do not meet these requirements will not be eligible for refund, exchange, or store credit.

Return Options for Full-Priced Items

Eligible full-priced items may be returned for one of the following options:

Refund to Original Payment Method

A refund may be issued to the original payment method once the returned item is received, inspected, and approved.

Please allow up to 5 business days after we receive your return for inspection and processing. Your bank or payment provider may require additional time to post the refund.

Store Credit

Eligible full-priced items may also be returned for store credit. Store credit may be used toward a future Locks and Tops purchase.

Store credit has no cash value and cannot be converted to a refund after it has been issued.

Return Options for Sale, Discounted, Promotional, or Make an Offer Items

Items purchased during a sale, promotion, discount event, price match, or special offer are eligible for store credit only, provided they meet all return eligibility requirements and are returned within the applicable return window.

No refunds to the original payment method will be issued for sale, discounted, promotional, or price-matched purchases.

Final Sale Items

The following items are final sale and are not eligible for return, exchange, refund, or store credit:

  • Clearance or Specials items

  • Open box items, unless otherwise stated in writing

  • Custom human hair wigs

  • Customized, altered, colored, cut, thinned, plucked, or styled wigs

  • Special orders

  • Pre-orders after the cancellation window has passed

  • Hair care products

  • Liquids

  • Accessories

  • Wig stands

  • Headwear

  • Items purchased entirely with store credit

  • Giveaway items

  • Gift cards

Orders Purchased With Store Credit

Orders paid entirely with store credit are considered final sale and are not eligible for return, exchange, refund, or additional store credit.

If an order is partially paid with store credit and partially paid with another payment method, Locks and Tops may review the return according to the standard return policy. We reserve the right to refuse returns if we determine that the policy is being misused.

Return Shipping

Return shipping is the responsibility of the customer.

Locks and Tops does not provide prepaid return labels unless otherwise stated in writing. We recommend using a trackable shipping method and keeping your tracking number until your return has been received and processed.

Locks and Tops is not responsible for lost, delayed, damaged, or misdelivered return packages.

How to Start a Return

To request a return, please contact us at:

customerservice@locksandtops.com

Please include:

  • Your name

  • Order number

  • Product name

  • Date of delivery

  • Reason for return

  • Photos of the item, tags, lace, and packaging if requested

A return request must be approved before the item is shipped back. Items returned without approval may be refused or returned to the customer.

Inspection of Returned Items

All returned items are carefully inspected once received.

If the item meets all return requirements, your refund or store credit will be processed according to this policy.

If the item does not meet the return requirements, no refund, exchange, or store credit will be issued. The item may be returned to you at your expense.

Refused Deliveries and Undeliverable Packages

If a package is refused, returned to sender, or marked undeliverable due to an incorrect address or failure to accept delivery, any shipping fees, return shipping charges, or handling costs may be deducted from any eligible refund or store credit.

Cancellations and Order Changes

Orders may only be canceled or changed within 24 hours of purchase, unless the order has already been processed, shipped, or submitted to the manufacturer.

After 24 hours, cancellations, edits, or changes may not be possible.

Pre-Order Policy

Pre-orders allow customers to reserve products that are currently out of stock or awaiting restock.

All pre-orders must be paid in full at the time of purchase.

Pre-orders may only be canceled or changed within 24 hours of order placement. After 24 hours, pre-orders are considered committed and may not be canceled, changed, refunded, or exchanged unless otherwise approved in writing by Locks and Tops.

Estimated arrival dates are provided as estimates only and may change due to manufacturer delays, shipping delays, or supply chain issues.

Promotions and Free Gifts

Promotional offers, sale pricing, discount codes, and free gift offers cannot be combined unless clearly stated.

If an item that included a free gift is returned, the free gift must also be returned in unused condition. If the free gift is not returned, the retail value of the gift may be deducted from any eligible refund or store credit.

Return Refusal Due to Abuse

Locks and Tops reserves the right to refuse a return, exchange, refund, or store credit if fraud, misuse, excessive returns, or policy abuse is suspected.

Policy Updates

Locks and Tops reserves the right to update or modify this return policy at any time. The return policy in effect at the time of purchase will apply to that order.

Human Hair Exchanges

All wigs are thoroughly inspected before they leave our wig salon; therefore, we do not accept returns. We will allow 1 exchange due to color or size corrections. If you need to exchange your hair, please follow the steps below (please read all instructions carefully, as there are NO exceptions):

RETURN ADDRESS IS 1112 N. Main St., Suite 104, Manteca CA 95336

Exchange Period: 3 days.
Day 1 is the day it is received. The wig must be shipped back by the 3rd day at the latest. That does not mean it needs to REACH us by the 3rd day, only that it needs to be shipped by the third day.

Hair pieces must be sent back in the original condition sent. No cuts, color, or adjustment of the cap (moving of the clips, combs, part, etc.) No adding concealer or chemicals to the cap. Do not use with any perfumes or near smoke. I inspect each return carefully, and the exchange is dependent on the condition upon return.  Please brush the hair and close all the clips when mailing back. 

PLEASE SEND AN EMAIL WITH YOUR RETURN TRACKING NUMBER BY DAY 3 to customerservice@locksandtops.com. Please include the order number and whether you would like a refund or store credit in the same email as the tracking number. Please ensure your name is on the package envelope.

Day 3 is the last day to send me the tracking number. If I did not receive a tracking number to my email on Day 3, it will have to be shipped back to the buyer at the buyer's expense ($20 SHIP FEE WITHIN USA, $45+ SHIP FEE INTERNATIONAL). 

Refunds are processed within 2-5 business days of being returned. Depending on your bank. 

Please check the sheet that came with the package for return address details, or ship back to the address on the package. If you lost it, please send us an email, as we need to keep our address disclosed for privacy.

Once we receive your exchange return, we will issue you a store credit to use at checkout. Please make sure to wait for your exchange code in order to buy another piece. If a second piece is purchased before using the store credit, the original will incur the restocking fee.

Please make sure to measure accordingly. You will find the size chart next to the details of each wig. Canceled orders, even if not shipped yet, will incur a 10% restock fee (unless you are using it as your one-time exchange).

In-stock orders have a 3-day exchange policy. This includes non-business days. If the 3rd day is a Sunday or a federal holiday, it can be shipped on Monday. If it is past the 3 business days, the hairpiece will be shipped back to the customer, at the customer’s expense. There is a 10% restock fee on all returns. This restock fee covers the shipping cost, the 3-6% paypal/credit card transaction fee, the inspection of the return, the rewash and reset of the hair, as well as relisting it on my website.

If you choose to exchange, you must wait for me to issue you the store credit code to avoid the restock fee. Purchasing another piece while the return is on its way back to me will incur a 10% restock fee on the original order.

INTERNATIONAL ORDERS incur a 15% restock fee of the entire order, minus the shipping cost.

If you are not home at the time of delivery, you can schedule a redelivery or pick it up from your post office. If a package is never picked up from the post office, they will treat it as abandoned after about 2 weeks and will ship it back to me. We are NOT responsible for abandoned packages being sent back to us, in case it gets lost.

Please only purchase if you are around to accept the package. I will not delay shipping if you are traveling. If you plan to travel or will not be home at the time the package will be delivered, it will be treated as a final sale if not returned on day 3. NO EXCEPTIONS. 

RETURN POLICY AS IS WRITTEN IN THE PACKAGE:

If you feel as if this hairpiece just does not work for you, no worries at all! I have a 3-day return policy, minus the 10% restock fee. Day 1 is the day shown delivered on tracking. If you receive it on Friday, it can be shipped back on Monday. Please don’t alter the piece in any way- cuts, color, using powder, concealer, perfumes/other odors/smoke, oils, sprays, cutting lace, or moving the part- or anything else that changes the way it looks once you receive it. I have the right to refuse return for any of those aforementioned conditions. Please brush the hair (unless it's permed) and close all clips when mailing back. Return must be shipped in the bag and box it arrived in, or a $20 fee will be deducted from the refund. 

Please email me the tracking number by the 3rd day with the order # in the subject line. customerservice@locksandtops.com. Unfortunately, I cannot accept exchanges past this date (unless granted 4 days). Our postman signs for all packages, so a signature is not necessary.

Store credits: do not expire, it will be issued within 7 business days of receiving the return. The store credit is entered at checkout in the PROMO/COUPON CODE box. Please wait for your store credit code to purchase a future piece. Please write your name and order number on a card or paper and place it inside the box with your return.