Refund & Return Policy

Return & Refund Policy


1. General Return Eligibility


Returns are only accepted within 5 calendar days after you receive the package. Return requests submitted after the time limit will not be approved.

All returned items must be sent via our designated freight forwarder only. Other carriers are not accepted. Buyer shall bear all return shipping fees; original shipping fees and return shipping fees are non-refundable. We recommend using trackable shipping, and we are not responsible for lost or undelivered return parcels.

Clearance items, final sale items and custom-made items are non-returnable and non-refundable.

2. Return Rules by Product Category


Wigs (Hygiene Regulation)


Due to health and hygiene reasons:

  • Wigs must be returned in original, unopened, unused condition with all tags and hygiene seals intact.
  • Once opened, worn, washed, altered or styled, returns will not be accepted.

Pearl Jewelry (Anti-switch & Verification Rules)


  • Pearls must be returned unworn, unmarked, without scratches, dents or artificial damage. All original packages, tags and official gem certificates must be returned completely.
  • One-time security seals shall not be removed. Damaged or missing certificates/seals will result in rejected returns.
  • All pearl items are recorded before shipment, including detailed photos, exact size and weight records, and UV inspection records. These files will be used for return verification.
  • Mandatory insurance: All pearl returns must be fully insured. Uninsured parcels will be refused.

3. How to Request a Return


Please contact us via service_helenwigpearl_2026@outlook.com within 5 calendar days upon receipt.

Include your order number, item photos and return reason.

After approval, you will receive a RMA (Return Merchandise Authorization) number, our official return address and forwarder information.

Please mark your order number and RMA number clearly on the outer package. Parcels without valid RMA will be rejected.

4. Item Inspection & Refund Processing


  1. We will inspect all returned items after receipt.
    • Wigs: Check hygiene seals and original condition.
    • Pearls: Cross-check appearance, weight, size, certificate and UV records. Pearls priced $800 and above will go through strict re-verification; pearls priced $1500 and above will be re-inspected by an authorized gem lab.

  2. If the item is confirmed eligible for return, we will process the refund to your original payment method within 5–7 business days.

5. Damaged or Defective Items


If items arrive damaged or defective, please contact us within 5 days after delivery and provide photos of items and packages.

We will arrange a replacement or full refund, and we will cover the relevant return shipping costs.

6. Malicious Returns


We reserve the right to refuse returns and take further action if item swapping, counterfeit replacement or malicious return behavior is confirmed.