Return Policy

 

Our policy on sales and returns is as follows as of August 3, 2023:

Food for thought...

If this is your first time wearing a wig it's important to be patient with the process. It may feel weird at first as having a unit does take some time to adjust to. You may need to have it cut or colored, or maybe have bangs added to create a look that frames your face and looks more like you. Most ladies once they give it a chance and learn how to finesse it, they are hooked! We won't nothing more than for you to have amazing hair and to feel as good as your gonna look!

Take advantage of the MNH Guarantee only when you book the Complimentary Wig Fitting that connects you with a hair expert to guide you through your new purchase and answer any of your questions. 

Returns/Exchanges

If you find that your new unit is not working for you, for example, maybe the cap size is a bit off or the length needs to be adjusted, MNH offers returns for a full refund* or a store credit only for those units purchased through the MNH Risk Free Guarantee Process. 

Refunds

The MNH Risk Free Guarantee is available for first time customers only, and customers are eligible for one (1) free return. The return includes free return shipping and no restock fee. This gives you the opportunity to try a MNH unit with zero risk! 

*First time customers are required to book a complimentary wig fitting consult within 5 days of receiving there unit, to be eligible for this returns policy. This provides you an opportunity to 'get to know' your new unit and for us to help you troubleshoot any concerns you may have. 

For existing customers or those who do not opt for the MNH program, hair extensions and wig orders returned for a refund will incur a restock fee of 25% of the sales price. Customers are also responsible for the cost of return shipping. 

Exchange/Store Credit 

First time customers/clients are eligible for a store credit for the full amount of the purchase including free return shipping of the purchased item. 

Returning customers are eligible for a store credit for the full amount of the purchase, however, returning customers are responsible for the return shipping cost which can be arranged through MNH for a flat rate of $25 which will be deducted from the store credit amount or can be arranged by the customer. Please note that MNH reserves the right to determine your eligibility for a full store credit or a refund once the item is received and deemed unsuitable for resell. Please email hello@monicanicolehair.com for more information. 

If the item you want is in stock,  you may return your unit for an exchange. If the product you wish to exchange to is not in stock, we will issue you a store credit for the full amount of your purchase, create a custom order for you. 

Returns & Swaps Details 

All returns/exchanges must be in transit back to Monica Nicole Hair within 5 days (120 hours) from time of delivery. 

Here is an example of what the 5 day return period would look like;

Received On	Return Request Date	Ship Date
Monday	Thursday	Saturday
Tuesday	Friday	Saturday
Wednesday	Saturday	Monday
Thursday	Sunday	Tuesday
Friday	Monday	Wednesday
Saturday	Tuesday	Thursday

 

If you wish to return/exchange, please send an email to hello@monicanicolehair.com  BEFORE the end of the 5 day period, allowing enough time to receive the label return label or approval from MNH (in the US EST). Monica Nicole Hair will provide a complimentary return shipping label for first time customers ONLY, to attach to your package for shipping with USPS. We are not currently offering international shipping at this time.

Returning customers are responsible for their shipping costs to make a return, regardless of any free, or discounted shipping promotion that may have been applicable at the time of your order.

You can choose to return your piece to us via the following options;

1. Arrange postage service with your choice of provider. 
2. MNH arranges postage via USPS and sends you a return label. If you opt for this, we will deduct the cost of shipping from your Exchange, Store Credit, or Refund in the amount of $25 US dollars.

Monica Nicole Hair cannot provide reimbursement for packages which are lost, stolen or damaged;
1) Before being accepted by USPS or;
2) Returned to Monica Nicole Hair with a shipping label other than the one provided by Monica Nicole Hair.

To receive a refund, the unit must not be altered in any way. It must be returned in SELLABLE condition. This means no shampooing, heat styling, removing the clips or wearing of said units - try ons only permitted for refund. When trying on the unit, please ensure your own hair is clean and does not contain any product or hair oils, fibers, sprays, powders or similar. The product should be free of any odors (smoke, pets, perfumes, etc). Monica Nicole Hair will inspect the piece thoroughly once it arrives back to MNH. 

If the extensions/wig unit do not meet the above requirements, MNH has the right to refuse refund or apply a restocking fee of 25% of the sale price at Monica nicole Hair's discretion. If we do not deem the product to be eligible for a refund, the product will be shipped back to the buyer, at the buyer’s expense. 

Shipping costs, credit card charges, and any other fees are non-refundable. If you choose to purchase with AfterPay, Sezzle, Klarna or any other payment plan portals, the pat delay fee of 6% (or similar) will be deducted from your refund if you choose to return. 

Please note that custom ordered units (any added cut or custom color) pieces are not eligible for returns/swaps. 

Once Monica Nicole Hair receives the returned piece, please allow up to 5 working days for the refund to be processed.

Monica Nicole Hair ships out all orders with the security of a ‘signature upon delivery. If the buyer is unavailable when the packages arrives, in most cases, the post office/courier will inform the recipient of the location for the package pick up or organize a re-delivery. Packages that are not collected within the specified time frame will be shipped back to Monica Nicole Hair. In this case, Monica Nicole Hair will need to then return the parcel back to the buyer, at the buyer’s expense, and it will be classified as a final sale item. Monica Nicole Hair cannot be responsible for lost packages if they are not collected or lost in return shipment. 

The customer is responsible for tracking their shipment and MNH cannot be held responsible for items that are damaged, lost or stolen. The customer has the option to select shipping insurance at the checkout.

‘MNH Risk Free Guarantee’ Policy

At Monica Nicole Hair, we are so confident that you’ll absolutely LOVE your hair, that we are waiving the restock and return shipping fees when you purchase your first product from us. We want you to have the opportunity to try our hair entirely RISK-FREE. Very few hair companies offer this type of security when ordering wig units, so in return we only ask for your cooperation and understanding.  This means that you do not take advantage of our exceptional return policy. MNH reserves the right to determine whether or not a unit is eligible for this return policy on a case by case basis. We will assess whether you are eligible for this policy once you have contacted Monica Nicole Hair.  For example, returning a unit with the intention to repurchase within a short time frame or with an added customization, is not within the scope of the MNH Risk Free Guarantee. Also using an alias or different email address to shop as a new customer when you are a returning customer will void the "MNH Risk Free Guarantee."

Order Processing - Once an order is submitted, order modifications are not allowed. This includes changes to products, refunds, shipment methods, addresses, cancellations, etc.

Returns - Customers have 5 days from the date of receipt to complete all return requests whether that request is for a refund or for a store credit. The product must be returned in its original packaging and in sellable condition, meaning it cannot be combed, washed, brushed, cut, worn, colored or altered in any way. It must also be free from any type of smoke, pet or food odors. Original ties & tags must remain intact as received by the customer.

Please send your return request to hello@monicanicolehair.com along with your first name, last name, phone number, reason for return, and original receipt. Once the return is approved orders can be mailed to:

 Monica Nicole Hair Returns
4214 West Wendover Ave.
Greensboro, NC 27407 
Suite #1343
 

For your protection, we recommend that all returns be sent back to us through a traceable postal carrier with signature. We are not responsible for lost items in transit.

Monica's Closet, clearance and sale items are final sale and cannot be returned.

Customers are responsible for all shipping cost during a return transaction. Once we receive the product and determine it to be in sellable condition, we will issue a store credit or refund. If the item was purchased during a promotion that has ended, the new order will not qualify for the promotion.

Replacements - We take pride in our product and guarantee its quality. If you have received a product that is unusual or defective, please notify our Customer Care Specialist via email (Hello@monicanicolehair.com) within 5 calendar days from the date you received your package. Note that using non-recommended products, perming, coloring, lifting, rinsing, cutting, removing the hair from the weft, or otherwise processing the hair voids the opportunity for a replacement. If we verify and agree that the product is defective, we will exchange or replace the item including shipping cost.

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Orders & Shipping

Regular orders shipped within the US will be sent via USPS Priority Mail. Delivery time typically takes 2-3 business days following order processing.

NOTE: Please be advised that packages being shipped to each recipient require an adult signature upon delivery. 

Stocked Inventory Orders - We aim to ship your stocked order items within 2-3 business days of payment clearance and posting, unless otherwise specified. In general we stock all Cambodian Natural Wavy Items. All other textures fall under the pre-order/custom order category.

Sample Time Frame: 

Checkout Date	Processing Time	Expected Date to receive
January 3, 2023	2-3 Business Days	Earliest - January 7, 2023 ETA - January 9, 2023

 

Pre-Order/Custom Orders - We aim to ship preorder/custom items within 10-14 business days of payment clearance and posting, unless otherwise specified. In general we stock all Cambodian Natural Wavy Items. All Kinky Straight & Island Wavy textures fall under the pre-order/custom order category.

 

Sample Time Frame: 

Checkout Date	Processing Time	Expected Date to receive
January 3, 2023	10-14 Business Days	Earliest - January 17, 2023 ETA - January 23, 2023

 

International Buyers – We are not offering international shipping at this time.

Shipping and Billing Address - To help prevent fraudulent orders, we require that the billing address match the shipping address for both national and international orders. 

P.O. Boxes - Please note that we require a physical address for shipping and are unable to ship to P.O. boxes.

Business Hours - Our business hours are from Monday to Friday, 9:00 am to 5:00 PM Eastern Standard Time. Please keep in mind that if you place an order outside of these business hours, including on weekends or holidays, processing will begin the next business day.

Undeliverable/Lost/Return to Sender Packages

In the event that your package is not successfully delivered and is returned to Monica Nicole Hair, this is usually due to insufficient address information. The tracking information will indicate "Returned to Sender." This situation can occur if:

 

• The shipping address does not exist
• The shipping address is misspelled by the customer
• The shipping address is missing information, such as an apartment, building, or suite number
• The carrier is unable to safely deliver the package
• The addressee has moved
• The addressee has refused the package

 

When packages are returned to sender, they will be restocked and store credit in the form of an E-Gift Card will be issued to you, minus the shipping cost.