Shipment & tracking:

We use DHL&EMS&FedEx&TNT, it will cost 2 days to 7 days shipping the parcel.

Please go to the details of the order in your account to see the specific logistics information.

Return & Exchange Policy

You have 48 hours to decide if item is right for you after received the package. ATwigs will refund any items, provided the items has not been damaged,solied,washed,altered or worn and that all lables and tags are attached.

RETURN:

As the natural hair is reactive to a simple wash and deep conditioning, product issues or concerns can often be easily remedied by implementing a simple care regimen. However, if you feel you have received a defective product that if truly defective we want to hear from you! You must contact us within fourteen (15) calendar days after receipt of the merchandise. A customer service representative will provide the client with instructions for the return of all the products in question. If ATwigs verifies and accepts that the product is defective in some way, ATwigs will then refund or replace the item providing the hair has not been removed from it's original bundle. Lace products should last a minimum of 3 months however this is subject to the way you look after and care for it. As for the fee detail, please refer to the following:

EXCHANGE:

1. Applications must be made within 7 days of receiving the product (s). 
2. Any exchange request after 7 days will not be accepted. 
3. The product should be replaced by something of equal or greater value.
4. Customers will be required to cover the diffrerence if exchanged for a greater value and also the shipping costs.

We will not accept any merchandise that has been used or altered (brushed, combed, picked, cut or washed) in any way. According to the Health and Safety Regulations, you can not return human hair products that have been used. This includes removing the hair from the bundle. We adhere to strict policies regarding the return of hair, hygiene concerns and the law.

NOTICE:

1. Custom orders 
Custom orders are non refundable or Exchangeable. Please ensure you are fully aware of what you are ordering before purchase to avoid any disappointment.

2. Failed Deliveries / Refused Shipments / Incorrect Shipping Address 
If the incomplete or incorrect address information is the major cause shipment delays or the package demage, ATwigs will be not responsiable any fee or exchange requirement. Please double check the address before placing your order.

3. Duty OR Package Lost: 
The customer must contact us before sending the package to us for return or exchange since we will not be responsible for lost packages.

 

Refund Policy

Buyer pay the
shipping cost

Seller pay the
shipping copst

Photo
provied

Exchange
available

Communication

Dislike/Unsuitable

YES

 

 

 

Contact with us in 48 hours

Change style or color

YES

 

 

 

Contact with us in 48 hours

Shiping wrong items

 

YES

YES

YES

Contact with us in 48 hours

Quality problem

 

YES

YES

YES

Contact with us in 48 hours

Artifical reason

 

NO

NO

NO

Unacceptable

 

SHIPPING&DELIVERY

SHIPPING & DELIVERY

Yes, it's true! We ship worldwide!

All prices on the website include FREE standard shipping worldwide*. Your ATwigs Products are shipped from our warehouses located in China. It will take 1-2 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Saturday, excluding weekends and holidays. We do NOT ship orders the same day. Please allow up to 2 business days for orders to process (for example, if you order on Monday, your order should ship out on Tuesday or Wednesday). You will receive a confirmation e-mail with the tracking link once your order ships. Express shipping options and any other third-party fees are non-refundable. Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.

COUNTRY

CARRIER & TIMING

SHIPPING FREE

TAXES

United States

DHL or UPS (Signature may be required), 3-4 Business Days,2-Day and Overnight shipping available at check-out

Free

Charged by Country

Canada

DHL or UPS (Signature may be required), 3-4 Business Days

Free

Charged by Country

European Union (EU)

DHL Express, 2-4 Business Days

Free

Charged by Country

Other Country

DHL Express,3-6 Business Days

Free

Charged by Country

TRACKING YOUR ORDERT

You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 2 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

COURIER

PHONE

GET HUMAN INSTRUCTIONS

UPS Express

1-800-742-5877

Press 0 at each prompt, ignoring messages

DHL Express

Varies by country

Click here for DHL customer support

FedEX

1-800-463-3339

Keep saying "Speak to a representative" at each prompt

 

 

INTERNATIONAL TAXES AND DUTIES

International customers are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by ATwigs, and thus cannot be refunded. We ship international Shipment Express, meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country. Please note that DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at destination, plus a small administration fee.

 

WRONG ADDRESS DISCLAIMER

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at atwigsofficial@gmail.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order just send us your information by e-mail .The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund. Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.

 

RETURNS

By placing an order at ATwigs, you are responsible for the cost of return shipping back to ATwigs. Please refer to our international returns policy here for further information on how to return your packages.

 

DELIVERED BUT NOT DELIVERED

All of our shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers at numbers above in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

 

 

If you use the hair such as cut the lace or make a wig with our product , it’s not in the Not in the return condition. Please contact us before you shipping back !

 

Return back address :

Adress:11th floor room 11009 No.222 longtou market guangyuanxilu Yuexiu area Guangzhou Guangdong China

Recipient:Konner·Gao

Phone number +86 13356511966