FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

Luxury Custom Wigs — EmpresslyGlam

We want your experience with EmpresslyGlam to feel clear, honest, and stress-free. Below you’ll find answers to our most commonly asked questions. Please review this page before placing your order.

ORDERS, PRE-ORDERS & PROCESSING

1. What does “pre-order” mean?

A pre-order means your wig is not ready-to-ship. It will be custom-made for you after you place your order. Your unit is handcrafted, colored, styled, and finished specifically for you.

Because of this, pre-orders are final sale, and processing time is required before shipping.

2. Why does processing take 4–6 weeks?

All EmpresslyGlam wigs are luxury, handcrafted units. Processing includes:

Constructing the unit
Custom coloring and toning
Plucking and hairline work
Styling and finishing
Quality control and inspection

This level of detail and quality takes time. Our standard processing time is 4–6 weeks (business days only), and may extend during sales, holidays, or high-volume seasons.

3. Does processing time include shipping time?

No.
Processing time and shipping time are separate:

  • Processing: 4–6 weeks (business days only)

  • Shipping:

    • USA: 3–5 business days

    • International: 5–10 business days

Shipping begins after processing is complete.

4. Can processing go past 6 weeks?

Yes, in some cases.

During launches, holiday seasons, or high-volume periods, processing may extend beyond 6 weeks due to:

Supplier or vendor delays
Custom color requests
Extra quality control steps

If additional time is needed, we will communicate with you. Our top priority is always quality.

5. Do I get updates during production?

You will always receive:

An order confirmation email after purchase
A shipping confirmation email once your order ships
Tracking information once it’s available

We do not send daily or weekly progress updates during the 4–6 week processing period, as each wig is handcrafted and timelines can vary. If there is a significant delay or update, we will reach out to you directly.

6. Can I cancel or change my order?

Orders can only be cancelled or changed within 24 hours of purchase.

After 24 hours:

Your order enters the production queue
No changes, cancellations, or modifications are possible
All sales become final

SHIPPING & DELIVERY

7. How long does shipping take after processing?

Once your wig has finished processing:

  • USA: 3–5 business days

  • International: 5–10 business days

These are carrier estimates and may vary based on destination, weather, customs, or other external factors.

8. Do you offer expedited shipping?

Yes, expedited shipping is available at an additional cost (rate depends on carrier and destination). Expedited shipping does not skip the processing queue — it only speeds up delivery after processing is complete.

9. Is a signature required on delivery?

Yes, signature confirmation may be required, especially for higher-value orders.

This added protection helps reduce lost or stolen packages. If you waive signature or ask the carrier to leave the package, EmpresslyGlam is not responsible for loss or theft.

10. My order is delayed — what should I do?

We understand delays can be frustrating.

If your order is still within the 4–6 week processing window, please allow processing to be completed fully.

If it is past the estimated processing time, feel free to contact us and we will review your order status.

If your order has shipped and is delayed in transit, please contact the carrier (USPS, UPS, DHL, FedEx) directly with your tracking number for the fastest assistance.

11. Why is my tracking not updating?

Once a package has been shipped, tracking scans are fully controlled by the carrier.

Tracking may:

  • Take 24–48 hours to update
    Appear “stuck” at one location while in transit
    Show “delivered” while still at a local facility

If tracking is not updating or shows “delivered” but you have not received your package, please contact the carrier directly. We can assist with documentation but cannot control carrier systems.

WIG FEATURES, FIT & CAP SIZE

12. Are your wigs glueless?

Many EmpresslyGlam units are designed to be glueless-friendly, depending on the cap construction.

Glueless features may include:

Adjustable straps
Combs or elastic bands
Secure cap structure

Each product page will specify if the unit is glueless-friendly. For best results, some clients still prefer using adhesive or spray for added security.

13. What size cap should I choose?

Cap size is very important for comfort and fit. We recommend measuring:

Circumference
Front to nape
Ear to ear

Use our size guide (if available) or contact us before ordering if you’re unsure. Choosing the wrong cap size is not considered a defect and is not eligible for returns or exchanges.

14. What comes with my wig?

Each product page will list what is included, which may include:

The custom unit
Wig care instructions
Basic accessories (when specified)

We recommend reading the product description carefully so you know exactly what to expect.

COLOR, TEXTURE & MAINTENANCE

15. Why does the wig color look different in person?

Lighting, camera settings, professional editing, and screen brightness can all affect how color appears.

Your wig may look slightly different:

  • Indoors vs outdoors

  • In direct sunlight vs low light

  • On different phones or monitors

These variations are normal and are not considered defects. Color differences do not qualify for refunds, exchanges, or disputes.

16. Do colors look the same in person as online?

We do our best to show our wigs accurately in professional lighting, but no screen can perfectly match every real-life environment.

If you are unsure about a color, please contact us before ordering. We’ll gladly help guide you.

17. How do I maintain my wig?

To get the longest wear from your wig, we recommend:

  • Using sulfate-free, wig-safe products

  • Avoiding excessive heat

  • Storing your wig on a stand or mannequin

  • Brushing gently from ends to roots

  • Following any care instructions included with your order

For more detailed guidance, please refer to any care instructions on the product page or included in your package.

RETURNS, EXCHANGES & DISPUTES

18. Do you offer returns?

No.
Because our wigs are custom, made-to-order units, all sales are final. We do not accept returns.

19. Do you offer exchanges?

No.
We do not offer exchanges for reasons such as:

  • Change of mind

  • Color preference

  • Length preference

  • Cap size preference

Please review all details carefully before purchasing.

20. Can I dispute my order with my bank if I don’t want it anymore?

We always encourage customers to contact us directly if there is a genuine concern.

However, submitting a chargeback after receiving your product or ignoring clearly stated policies is considered fraudulent activity.

In the event of a dispute, we provide:

  • Full proof of your order

  • Policy agreement records

  • Tracking and delivery confirmation

  • All communication logs

These are submitted to Shopify, the payment processor, and your bank.

If you still have questions after reading this page, please contact us using the information on our Contact page. We’re happy to help within the boundaries of our policies.