Help & FAQ

We’re here to make your Soft Girl Wigs experience smooth, transparent, and stress-free. Below are answers to our most frequently asked questions. If you need further assistance, our support team is happy to help.

📦 Orders & Shipping

When will my order be processed?
Orders are processed within 1–2 business days, excluding weekends and public holidays.

Which shipping carriers do you use?
• Canada: Canada Post
• International: DHL

How long does shipping take?
• Canada: 3–7 business days (Standard), 1–3 business days (Express where available)
• International: 3–7 business days after dispatch

Will I receive tracking information?
Yes. Once your order ships, you’ll receive a confirmation email with a tracking number.

🔁 Returns, Refunds & Exchanges

Do you accept returns?
Yes. We accept returns, refunds, and exchanges only if:
• The wig is unused and unworn
• The lace is not cut, torn, or altered
• The wig has not been altered in any way
• Original packaging and tags are intact

Can I return a wig if the lace has been cut?
No. Any wig with altered lace cannot be returned or exchanged.

How long do I have to request a return?
Return requests must be made within 14 days of delivery.

Do you offer exchanges?
Yes. Eligible items may be exchanged for a different style, length, or color. Any price difference must be paid before shipment.

🎀 Product Care & Quality

Can I try the wig on before deciding?
For hygiene reasons, wigs must remain unworn and unaltered to qualify for returns. Please inspect the wig carefully before attempting to wear or customize it.

Are your wigs customizable?
Some wigs may be customized, but customized wigs are final sale and not eligible for returns or exchanges

❗ Issues With Your Order

What if my order arrives damaged or incorrect?
Please contact us within 48 hours of delivery with:
• Your order number
• Clear photos of the issue

We’ll review and resolve it promptly.

📞 Contact Us

If you still need help, reach out to us:

Email: softgirlwigs@gmail.com
Phone: 647-524-0569
WhatsApp: Available on the same number

Customer Support Hours:
Monday – Friday | 9:00 AM – 5:00 PM (EST)