FAQ
KELCES UNIQUEHAIR
Frequently Asked Questions
Ordering, shipping, exchanges, wig care, and styling guidance
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Need help before you order? Email kelcesuniquehair.com@kelcesuniquehair.com or call 609-531-5124. |
Orders and product selection
Start here before choosing a wig, bundle, frontal, closure, or accessory.
What types of hair products do you sell?
KELCES UNIQUEHAIR offers wigs, bundles, closures, frontals, braided units, and selected hair-care accessories. Materials, textures, lace sizes, colors, lengths, and construction vary by product, so please review the full product page before ordering.
Are all products made with human hair?
No. Many products are made with human hair, while some braided or specialty units may use other fibers. The product page identifies the material or hair type when available. If a listing is unclear, contact us before ordering.
How do I choose the right length, texture, color, and lace size?
Use the options and description on the product page as your guide. Consider how you plan to wear the unit, whether you want a glueless or installed look, and how much lace coverage you prefer. If you are unsure, send us the product name and the look you want before placing your order.
Will the color look exactly the same as it does on my screen?
Color can appear different because of phone or computer settings, photography, and lighting. A screen or lighting difference is not eligible for an exchange, so contact us before ordering if you need help choosing a shade.
Can I change or cancel my order?
A cancellation may be requested within 24 hours of placing the order, but only if processing or shipping has not begun. Email us as soon as possible with your order number. A request within 24 hours does not guarantee cancellation once work on the order has started.
Processing, shipping, and tracking
Processing time happens before carrier transit time.
How long does processing take?
How much is shipping and how long does delivery take?
Will I receive tracking information?
Yes. When your order ships, tracking information is sent automatically by email and SMS using the contact information provided at checkout. Please allow time for the carrier to activate the tracking link.
What if my package is late or lost?
If the package is more than seven days late past the carrier’s estimated delivery date, you must file a claim directly with the carrier. Keep your order number and tracking details available. KELCES UNIQUEHAIR is not responsible for a package after the carrier marks it as delivered.
Do international orders take longer?
International orders are estimated to arrive within 7–14 business days after processing. Customs review, border procedures, weather, and carrier delays can extend delivery time. Requirements imposed by the destination country are outside the control of KELCES UNIQUEHAIR.
Final sales, exchanges, and defects
Hygiene rules protect every customer. Please inspect your order before opening, wearing, or altering it.
Do you accept returns or issue refunds?
No. Due to the hygienic nature of hair products, all sales are final. KELCES UNIQUEHAIR does not issue refunds. Hair that has been opened, worn, washed, conditioned, cut, colored, installed, or altered in any way is not eligible.
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Important: Inspect the product, lace, cap, net, tags, length, and color before opening or trying it on. |
When can I request an exchange?
What is not eligible for an exchange?
What if I receive a defective or incorrect item?
For a factory defect, such as major shedding before installation, the wrong length being sent, or defective lace, email a clear video within 48 hours of delivery. Include your order number and a description of the issue. After review, an approved defect will be exchanged for the same item. We do not issue refunds for defective items.
Are custom or colored units eligible for exchange?
No. All custom wigs, custom-colored bundles, and bleached-knot units are final sale and cannot be returned or exchanged.
Who pays for return shipping on an approved exchange?
The customer is responsible for return shipping. We strongly recommend tracked shipping. KELCES UNIQUEHAIR is not responsible for a return shipment that is lost, delayed, or not delivered. Do not send an item back before receiving exchange instructions.
Wig fit, lace, and customization
Product-specific details always take priority over general guidance.
What is a glueless wig?
A glueless wig is designed to be worn securely without adhesive when properly fitted and adjusted. Features vary by unit and may include an adjustable band, combs, or elastic. Review the product page for the construction included with the wig.
What do lace sizes such as 4x4, 5x5, 9x6, 13x4, and 13x6 mean?
These measurements describe the approximate lace area at the front or crown of the unit. A larger lace area generally provides more parting space and styling flexibility. The exact construction, density, and available options depend on the product.
Can my wig be colored, bleached, cut, or customized?
Only alter a unit if its product page says the hair can support that service. Chemical processing can weaken hair and lace and makes the product ineligible for exchange. For best results, go to a professional for chemical services.
Should I inspect the wig before installing it?
Yes. Before removing tags, cutting lace, washing, coloring, conditioning, trying on, or installing the unit, confirm the product, length, texture, color, cap, lace, net, and overall condition. Altered or installed items are not eligible for exchange or defect review.
Wig care that protects your investment
Follow the care instructions on the product page first. These are KELCES UNIQUEHAIR’s core care tips.
How should I detangle and maintain my hair?
How should I protect the hair when using heat or sleeping?
Who should perform coloring or other chemical services?
Go to a professional for chemical services. Chemical services can permanently change the hair and may damage the strands, lace, or knots when performed incorrectly. Any chemically altered product is final sale and is not eligible for exchange.
How should I wash and dry a human-hair wig?
Detangle gently before washing. Use cool to lukewarm water and apply product without aggressive rubbing, twisting, or bunching. Rinse thoroughly, blot excess water with a towel, reshape the unit, and allow it to dry fully before sleeping in it or storing it. Follow any product-specific care instructions provided with your unit.
How should I store my wig?
Make sure the wig is clean and completely dry, then place it on a wig stand or store it carefully in a clean, dry area. Keep the lace flat and avoid crushing, tangling, direct heat, and unnecessary friction.
Styling tips that reduce damage
Gentle styling helps protect the hair, lace, wefts, and knots.
Can I use a flat iron, curling iron, or hot comb?
If the product page confirms the hair is heat-safe, use a heat protectant before using heat. Start with the lowest effective temperature and avoid repeatedly applying heat to the same area. Keep hot tools away from lace, knots, elastic, and synthetic fibers.
What products should I use?
Use lightweight products suited to the hair type and apply only what is needed. Heavy oils, gels, and product buildup can weigh the hair down, increase tangling, and contribute to avoidable shedding. Shedding caused by heavy products or rough handling is not eligible for exchange.
How do I style curly hair without creating frizz?
Comb curly hair when it is wet to avoid frizz. Work in small sections with a wide tooth comb, starting at the ends and moving upward. Avoid brushing dry curls, and reshape the curl pattern gently after washing or refreshing.
Can I cut the lace or wefts?
Yes, if your installation requires it, but cutting lace or wefts permanently alters the product and makes it ineligible for exchange. Cutting through wefts can also contribute to shedding. If you are unsure, use a professional stylist.
How can I make my style last overnight?
Wrap up your hair when sleeping. Make sure the hair is completely dry, detangle it gently, and protect the style from friction. Do not sleep in wet hair.
How to reach us
Please include your order number when contacting us about an existing order.
How can I contact KELCES UNIQUEHAIR?
What should I include when requesting help?
Include your full name, order number, the product name, and a clear description of the issue. For a claimed defect, include clear video proof within 48 hours of delivery. Do not return any item until KELCES UNIQUEHAIR provides exchange instructions.
kelcesuniquehair.com | 609-531-5124