FREQUENTLY ASK QUESTIONS

 

ORDERS , PROCESSING & SHIPPING 

1. What does “pre-order” mean?
A pre-order unit is custom-made after your purchase is placed. Your wig is individually prepared based on the selected length, density, lace option, and styling preferences. Because each order is specially created, processing time is required before shipping.

2. Why does processing take 4–8 weeks?
Each Han Luxe Hair wig is carefully prepared and finished by hand. Processing may include:

• Wig construction
• Hair customization and styling
• Lace preparation and hairline detailing
• Quality checks and final finishing

This level of customization requires time to maintain quality and consistency. Processing may occasionally extend during launches, sales, or busy seasons.

3. Does processing time include shipping time?
No. Processing and shipping are separate stages.

Processing: 4–8 weeks (business days only)

Estimated Shipping:

• Australia-wide: 3–7 business days
• International: 5–10 business days

Shipping begins once your order has completed processing.

4. Can processing take longer than 8 weeks?
In some situations, yes. Delays may happen due to:

• Supplier or stock delays
• Custom colouring requests
• High order volume
• Additional quality inspections

If there is a major delay, we will contact you directly.

5. Will I receive updates about my order?
Yes. Customers will receive:

• Order confirmation
• Shipping confirmation
• Tracking details once available

Please note we do not provide daily production updates while orders are in processing.

6. Can I change or cancel my order?
Orders may only be adjusted or cancelled within 24 hours of purchase.

After 24 hours:

• Production begins
• Changes are no longer accepted
• Orders become final sale

SHIPPING & DELIVERY

7. How long does shipping take after processing?

Estimated delivery times:

• Australia-wide: 3–7 business days
• International: 5–10 business days

Delivery estimates may vary depending on customs, weather conditions, or courier delays.

8. Do you offer express shipping?
Express shipping may be available depending on your location and carrier availability. Please note expedited shipping does not reduce processing time.

9. Are signatures required for delivery?
Signature confirmation may be requested for selected orders to reduce lost or stolen packages.

If a customer authorises a package to be left unattended, Han Luxe Hair is not responsible for loss, theft, or carrier-related delivery issues after shipment.

10. What if my order is delayed?
If your order is still within the stated 4–6 week processing timeframe, we kindly ask for patience while your unit is being completed.

For shipped orders experiencing transit delays, customers should contact the courier directly using their tracking information.

11. Why hasn’t my tracking updated?
Tracking scans are controlled by the courier once the package has shipped.

Tracking updates may:

• Take 24–48 hours to appear
• Pause temporarily during transit
• Show delivered before final arrival in some cases

If you experience delivery issues, please contact the shipping carrier first.

WIG DETAILS & CAP SIZING

12. Are your wigs glueless?
Many Han Luxe Hair wigs are designed to be glueless-friendly depending on the construction style.

Features may include:

• Adjustable straps
• Elastic bands
• Secure comb placement

Some customers may still prefer adhesive products for additional hold.

13. How do I choose the correct cap size?
For the best fit, we recommend measuring:

• Circumference
• Front to nape
• Ear to ear

Please review sizing carefully before ordering, as incorrect cap selections do not qualify for returns or exchanges.

14. What is included with my wig?
Depending on the order, packages may include:

• Your custom wig unit
• Care instructions
• Basic accessories (when included)

Please review each product description for full details.

COLOUR & MAINTENANCE

15. Why can the wig colour appear different in person?
Lighting, editing, camera settings, and screen brightness may slightly affect how colours appear online.

Minor variations in:

• Colour tone
• Curl pattern
• Texture
• Density

are considered normal and are not treated as defects.

16. Will the colour look exactly the same as the photos?
We aim to display products as accurately as possible, however exact colour appearance may vary between devices and lighting environments.

17. How should I care for my wig?
To maintain the longevity of your wig, we recommend:

• Using wig-safe products
• Avoiding excessive heat
• Gentle brushing
• Proper storage on a mannequin or stand
• Following provided care instructions

RETURNS, EXCHANGES & DISPUTES

18. Do you accept returns?
No. Due to the customised nature of our products, all sales are final.

19. Do you offer exchanges?
We do not offer exchanges for:

• Change of mind
• Colour preference
• Length preference
• Incorrect sizing selection

Please review your order carefully before checkout.

20. Can I dispute my order through my bank?
Customers are encouraged to contact us directly if assistance is needed.

Fraudulent chargebacks or disputes filed against clearly stated store policies may result in evidence being submitted to Shopify, the payment processor, and the customer’s financial institution, including:

• Order records
• Tracking confirmation
• Communication history
• Policy acknowledgements

If you have questions before ordering, please contact Han Luxe Hair prior to purchase.