Human Hair Wigs: Frequently Asked Questions
We have collated all our Frequently Asked Questions so that we can immediately provide answers, especially if none of our representatives is available to respond to your concerns.
- Do you offer a guarantee or warranty for your human hair wigs?
All of the products we manufacture are covered under our 1-year warranty. This is a fix-or-replace warranty, at our discretion. It does not cover damage due to misuse or lack of proper care.
This warranty excludes accessories manufactured by third parties who may offer their own warranty, as well as items from the D.A.G.U. category and subcategories, as they have their own warranty policy, which is outlined below.
Our Mazali™ Wig Collection is covered under a 12-month warranty. This covers any issues that may arise due to a manufacturing defect.
Thankfully, our quality control is very good and most of our customers do not experience any issues.
However, all of our products are assembled by hand and there is a tremendous amount of human labor involved in the construction of our wigs and other hair-pieces. Due to this “human factor,” occasionally errors are made that can result in an issue. We stand behind our products very strongly and always do our best to resolve any unforeseen problems.
If you are experiencing an issue with a product you purchased from us, please contact one of the representatives as soon as you can, and we will do our utmost effort to resolve it.
When a warranty claim is made, the wig is received here and one of our experts will examine the issue and determine the nature of the problem. If it is found to be a manufacturing defect, we will either fix or replace the item at our discretion. If it is found to be the result of normal wear and tear, or the result of a customer error, we will notify you and give you an estimate on repairs.
Most repairs and alterations are done on premises by our highly experienced and professional staff.
We cannot be held responsible for problems that arise due to customer errors like washing or dying a wig incorrectly, or other mistakes that was made due to not following the proper wig care that we have discussed here.
If you are uncertain as to how to care for your wig, please contact one of our representatives or search our website for helpful tips.
Since hair and wig problems are not always easy to determine, if we are in doubt as to who is responsible, we take responsibility.
Human hair products from the D.A.G.U. category and subcategories are covered under a 60-day warranty against manufacturer defect. This does not include defects noted in the item description. Some of the products are sold explicitly with a defect, and the defect is noted in the item description. An item sold with a defect is covered under warranty excluding the noted defect(s). To submit a warranty claim, please fill out our contact form and place the words "Warranty Claim" in the subject field.
- What is your shipping/return policy?
Orders placed on our website are normally shipped within 3 business days for in stock items.
If you require faster processing, please call or email to see if it will be possible.
Please take note that we only ship in the USA.
Any order over $300 is eligible for free shipping, and it is automatically applied. Anything less than $300 will have a flat shipping fee of $10.
If your zip code is near our salon, store pick-up is available in your shipping option.
Generally, we ship via UPS. If you would prefer one particular carrier, please do tell us by calling, emailing, or leaving a note on the order. We can accommodate.
We offer a ten-day money-back guarantee on any wig (or accessory) purchased from our website within the U.S., except D.A.G.U and sale or discounted items. These items are closeout and cannot be returned for a refund. D.A.G.U items can be exchanged only if it is in its original condition and is within 10 days.
All other Items must be in its original unused condition. If you make a purchase and decide to return it, just be sure to contact us within 10 days of receipt of your order. Please provide your intention to return.
Upon receiving your return in original purchase condition, we will issue a full refund for the first return. Subsequent returns are subject to a 10% restocking fee. Exchanges are not subject a restocking fee. Refunds are not provided for special order or custom order items. Those are exchange/store credit only.
You should expect to receive your refund within four weeks of giving your package to the return shipper. But, in many cases, you will receive a refund more quickly. This time period includes:
- the transit time for us to receive your return from the shipper (5 to 10 business days)
- the time it takes us to process your return once we receive it (3 to 5 business days)
- and the time it takes your bank to process our refund request (5 to 10 business days)
If you need to return an item, please contact us with your order number and details about the product you would like to return.
We will respond quickly with instructions for how to return items from your order.
- When I order, will the wig I get be styled like the photo on the site?
Our wigs are stocked uncut and unstyled. Unless you select to have your wig or topper cut and styled, refer to the Hair Style page, it will be sent to you in factory condition and will require professional cutting and styling before it can be worn.
If you would like to have your wig custom styled, please leave a note with your order (there is a place to do so) describing how you would like it. Moreover, you may email us a photo of the style and one of our professionals will make it. If you will be sending in a photo, please place your order number in your message header, attach the photo, then send it to service@FortuneWigs.com. Having the wig styled with us is $198.
- What kind of hair is used in your Mazali™ Wig line?
We source the hair for our Mazali™ human hair wigs and toppers from a small region on the North-Eastern border of China. This area borders on Russia and the hair found in these parts is much closer, ethnically to European hair. Due to its naturally fine and silky texture, the hair requires no chemical processing.
However, due to the fact that the locals have very dark hair, we do color process the hair. This can also be referred to as minimally processed hair. Second to virgin European hair, this hair is the finest in the world.
Most of our business is done with this hair and our customers are generally extremely satisfied. Our reputation speaks for itself.
- How long does a Mazali™ human hair wig last? What is the expected lifespan?
Our Mazali™ Wigs has an expected lifespan of up to 3 years. But there are any factors that contribute to how long it will last. This includes how it is cared for, how active the wearer is, how often it is worn under the sun, and if it is used every day or switched off with other units.
- Are your wigs multi-directional? Can I change the location of the hair part?
All of our human hair wigs are multi-directional. The location of the hair part can be changed. Our unique multi-directional part allows for unlimited styling possibilities, similar to naturally growing hair.
- Are your wigs made with Remy human hair?
Yes. Remy is also known as "Cuticles Intact" and all of our human hair products are Remy.
- Do you offer fully custom human hair wigs and hairpieces?
Unfortunately, we do not offer fully custom wigs or hair pieces. Nonetheless, we offer local customization like highlighting, coloring, or adding hair for an additional fee. Contact us for a custom quote.
- How do I know which human hair wig is right for me?
The first question that needs to be answered is whether or not you have naturally growing hair. If not, a monofilament wig, such as Empower™, is the right choice for you, designed for those with little to no hair.
If you do have naturally growing hair and you want to use a wig as a fashion accessory, you do not want your scalp showing through (since it won't show, your hair will) as with our monofilament wigs. Instead, you would want a Mazali™ Wig. The hair is sewn with our multi-directional French Top.
Both are created with comfort designed, stretch, adjustable caps.
For those suffering from partial hair-loss or balding (Alopecia Areata), consider one of our partial coverage toppers and toppetes.
- Do you use baby hair?
We do not use baby hair in the creation of our human hair wigs. But it can be done upon request. You just have to pay a small fee. Please contact us for an estimate.
- Can your wigs be cut, ironed, styled, or blow-dried?
The answer to each of these questions is yes. Due to the nature of the higher quality hair that we use, the wigs can be styled like how you would on normal hair. You can even use heat appliances like hair-irons and curlers.
Please take note, excessive use on high heat settings can damage hair. Be sure to follow the instructions provided in your chosen tool.
- Can highlights be added to the Mazali™ line wigs?
It is possible, but not for all types.
Since the hair is already color treated, the result may vary. We don’t recommend highlighting our blond wigs since they are already bleached. But if you really want to, you must try it on few strands first so you won’t ruin the entire wig. Adding new highlights and/or color is at your own risk and we are not liable for any damage you will inflict to it.
- What is the hair density of your human hair wigs? Can hair be added?
We stock our wigs in medium density. Hair can be added by our professionals.
- Are your wigs made with a French Top (Rootless Sewing/Invisible Roots)?
Yes, our Mazali™ Line is created with a French Top. The hair is sewn through a skin colored piece of silk for a natural growing appearance. We also offer monofilament options, like our Empower™ wig and some various toppers and toppettes.
- I'm New to this. Any tips?
- How do I brush a human hair wig?
Please Click Here for details on how to brush human hair wigs.
- How do I wash a human hair wig or extension?
Please Click Here for details on how to wash human hair wigs.