Policies
Shipment in Europe
- For Shipment we choose Fedex Express for Europe and Bpost for Belgium. We do not charge any costs for deliveries in Belgium. For other countries in the EU, the delivery costs applicable to the order are communicated to the customer during the ordering procedure. The delivery period normally takes 1 to 2 working days.
Shipment outside Europe
- We offer worldwide delivery with Fedex Express. The prices that are indicated are in euro and include 21% VAT. As this doesn't have to be charged to customers outside the EU we suggest you to contact us when you want to make an order and you live outside the EU. This doesn't mean you will not have to pay VAT at some point, as orders outside of Europe may be subject to additional taxes and custom duties imposed by the destination country. All these taxes are the responsibility of the customer
Processing Time
All orders will be shipped from Antwerp, Belgium. Please allow us 2-3 working days for processing. We will provide you with tracking info by email. Be aware that delivery times are only indicative.
3 Day Return Policy
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
To start a return, you can contact us at info@penelopewigs.com.
Check the Return Steps below.
5% Restock Fee
We handle a 5% restock fee which will be reducted from your refund.
If instead you would like to exchange your piece with another one, We offer a one time free exchange to a stock piece, which means the 5% won't be applied.
Return Shipment Costs
Return shipment costs with Fedex Express are on the buyers expense.
This cost is the same as the shipment cost you paid for when shipping the piece to your home.
Non Returnable Pieces
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) Unfortunately, we cannot accept returns on sale items or gift cards.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
When the lace of a wig has been cut, the wig isnt eligible for a return.
What If I want another piece instead
Let us know through email which piece you would like to order instead. In this case the 5 % restock fee won't be applied. Be aware this is only one time applicable!
Return Steps
- To start a return, you can contact us at info@penelopewigs.com
- We will send you a Fedex Return label, that you can print out
- Pack the wig as you received it. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You can use a fedex box, but you can also take a box that you have at home.
- Print the label and stick it well visible on the box.
- Write in Big Letters RETURN and than the waybillnumber that was used to send the package to your home. If you don't have the number, we will send it to you.
- Bring the package to a Fedex point in your area. If there is not a Fedex point in your area, contact us and we will arrange a pickup.
- When bringing the package to the Fedex point, you don't have to pay anything.
When do I get a refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@penelopewigs.com
Can I still cancel my order?
This depends if the package has been send out already, if so, we can't do the cancellation and the wig will have to be send back by the client, if they still want to return the wig.
We advice our clients to read these policies thorouglhly and also the information of the pieces before purchasing as we carry a cancellation fee of 10%. Not because we want to earn on people ordering the wrong piece, but because, even though the payment will be refunded, we will be charged for paypal fees and fees to return your payment.
Shipment in Europe
- For Shipment we choose Fedex Express for Europe and Bpost for Belgium. We do not charge any costs for deliveries in Belgium. For other countries in the EU, the delivery costs applicable to the order are communicated to the customer during the ordering procedure. The delivery period normally takes 1 to 2 working days.
Shipment outside Europe
- We offer worldwide delivery with Fedex Express. The prices that are indicated are in euro and include 21% VAT. As this doesn't have to be charged to customers outside the EU we suggest you to contact us when you want to make an order and you live outside the EU. This doesn't mean you will not have to pay VAT at some point, as orders outside of Europe may be subject to additional taxes and custom duties imposed by the destination country. All these taxes are the responsibility of the customer
Processing Time
All orders will be shipped from Antwerp, Belgium. Please allow us 2-3 working days for processing. We will provide you with tracking info by email. Be aware that delivery times are only indicative.
3 Day Return Policy
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
To start a return, you can contact us at info@penelopewigs.com.
Check the Return Steps below.
5% Restock Fee
We handle a 5% restock fee which will be reducted from your refund.
If instead you would like to exchange your piece with another one, We offer a one time free exchange to a stock piece, which means the 5% won't be applied.
Return Shipment Costs
Return shipment costs with Fedex Express are on the buyers expense.
This cost is the same as the shipment cost you paid for when shipping the piece to your home.
Non Returnable Pieces
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) Unfortunately, we cannot accept returns on sale items or gift cards.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
When the lace of a wig has been cut, the wig isnt eligible for a return.
What If I want another piece instead
Let us know through email which piece you would like to order instead. In this case the 5 % restock fee won't be applied. Be aware this is only one time applicable!
Return Steps
- To start a return, you can contact us at info@penelopewigs.com
- We will send you a Fedex Return label, that you can print out
- Pack the wig as you received it. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You can use a fedex box, but you can also take a box that you have at home.
- Print the label and stick it well visible on the box.
- Write in Big Letters RETURN and than the waybillnumber that was used to send the package to your home. If you don't have the number, we will send it to you.
- Bring the package to a Fedex point in your area. If there is not a Fedex point in your area, contact us and we will arrange a pickup.
- When bringing the package to the Fedex point, you don't have to pay anything.
When do I get a refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@penelopewigs.com
Can I still cancel my order?
This depends if the package has been send out already, if so, we can't do the cancellation and the wig will have to be send back by the client, if they still want to return the wig.
We advice our clients to read these policies thorouglhly and also the information of the pieces before purchasing as we carry a cancellation fee of 10%. Not because we want to earn on people ordering the wrong piece, but because, even though the payment will be refunded, we will be charged for paypal fees and fees to return your payment.