Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it: unworn, unwashed, unaltered, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.

Important Hygiene Policy: Due to sanitary and hygiene reasons, wigs that have been worn, washed, customized, or had the lace cut cannot be returned or exchanged under any circumstances.

How to Start a Return

To start a return, you can contact us at support@oqelia.com. Please note that return shipping costs are the responsibility of the customer unless the item is defective. Items sent back to us without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon reception and contact us immediately at support@oqelia.com. if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right with a prompt replacement.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including sale items, gift cards, and any hair products that have been used, altered, or had their lace cut.

Exchanges

The fastest way to ensure you get what you want is to return your current item, and once the return is accepted, make a separate purchase for the new item.

Refunds

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 support@oqelia.com.