Refund policy

Effective date: October 14, 2026

We want you to love your hair. Because hair is a personal care product, we have to be strict about returns to protect every customer's health and safety. Please read this policy before you open, install, or change your purchase.

Our Return Window

You can ask for a return within 30 days of delivery.
After 30 days, all sales are final.

What Can Be Returned

We accept returns only if the item is still in its original package and unopened, with all seals intact.

Opened = final sale. Once a package or seal is opened, the item can't be returned or exchanged. This includes opening the package to try on, cut, color, style, or wash the item. This applies to all hair, wigs, closures, frontals, and accessories.

Tip: Check the outside of your package and any product details on the label before you break the seal. If you aren't sure an item is right for you, email us before opening it.

Final Sale Items

The following can't be returned or exchanged:

Any item that has been opened or has a broken seal
Custom orders and custom-colored or custom-styled units
Items marked "Final Sale" at checkout

The only exception is a damaged, defective, or wrong item (see below).

Damaged, Defective, or Wrong Items

If something arrives damaged, defective, or wrong, that's on us and we'll make it right, even if you've already opened the package.

Report it within 48 hours of delivery.
Email us at laceavenuesupport@laceavenuehair.com with:
Your order number
Clear photos and/or video showing the problem
A short description of the issue
Please do not wear, wash, cut, or change the item while we review your claim.
If we confirm the problem, we will offer a replacement, exchange, store credit, or refund. We pay the return shipping in this case.

Claims reported after 48 hours may not be eligible.

How to Start a Return

Email us first at laceavenuesupport@laceavenuehair.com within 30 days of delivery. Include your order number, the item(s) you want to return, and the reason.
Wait for approval. If your return qualifies, we will send you a Return Authorization (RA) number and return instructions.
Pack it carefully. Use the original packaging and write your RA number on the outside of the package or on a note inside.
Ship it to: Lace Avenue Hair, 6137 N Mozart St, Chicago, IL 60659. Contact us at laceavenuesupport@laceavenuehair.com before you send it.

Important: We do not accept returns without a Return Authorization. Packages sent without one may be refused or sent back at your cost.

We suggest using a trackable shipping method. We are not responsible for returns that are lost on the way back to us.

Return Shipping Costs

Change of mind returns: You pay the return shipping.
Our mistake (damaged, defective, or wrong item): We cover the return shipping.

Inspection

When your return arrives, we will inspect it. If the item has been opened, the seal is broken, or it doesn't otherwise qualify, we may refuse the return and send the item back to you. Contact us at laceavenuesupport@laceavenuehair.com with any questions about returned items.

Refunds and Store Credit

Once your return is approved after inspection, you can choose:

Refund to your original payment method , or
Store credit for the full item value.

Please note:

Shipping fees are not refundable, unless the return is due to our error.
We start your refund after your return is inspected and approved.
Approved refunds are issued within 5-7 business days. Your bank or PayPal may take a little longer to show it.

Exchanges

We offer exchanges for a different length, texture, density, or item if the original item is unopened in its original package with seals intact.
Exchanges depend on stock. If your new choice costs more, you pay the difference. If it costs less, we will refund the difference. Contact us for details.
To request an exchange, follow the same steps as a return.
Contact us at laceavenuesupport@laceavenuehair.com for exchange shipping details.

Cancellations Before Shipping

You can cancel an order within 48 hours of placing it, as long as it hasn't shipped yet, by emailing laceavenuesupport@laceavenuehair.com. After 48 hours, orders can't be canceled. Custom or colored orders may not be cancellable once work has started. See our Terms of Service for more.

Chargebacks and Payment Disputes

If something is wrong with your order, please contact us first. We are a small business and want to fix it quickly.

Most problems can be solved faster by email than through a bank dispute.
If you file a chargeback or PayPal dispute without contacting us, we will respond with our order records, tracking, and communications.
If a dispute is opened, we may pause any refund, return, or exchange until it is resolved, so you are not refunded twice.