(only offered on non-sale items, within 14 days)
There are some circumstances (custom orders, modified orders, pre-orders, final sale) where the following policy does not apply.)
Free Returns are offered within Canada on all purchases. Return requests must be made within 14 days of the date you receive your order. Requests after this time frame will be denied.
Returns on pre-orders (custom production) are accepted, but will be returned for store credit only. No refunds will be offered.
Shipping for Exchanges or Returns is free of charge within Canada for one return or exchange per order. If a second exchange or return is requested, the cost of the second shipment will be covered by the customer.
Please contact our team PRIOR to returning your package.
Human Hair Wigs
Due to the custom nature of our human hair wigs, returns and exchanges are not offered. However, each with comes with a Quality Guarantee: If your wig does not meet our Quality Guarantee, we promise, we will make it right.
Unworn, Original, New Condition
We are pleased to offer a return policy on unworn items in their original, new condition. We have remarkably low return rates and we are proud of the high quality products we offer. However, we understand that there may be a case in which you need to return or exchange your order and we are more than happy to accommodate returns and exchanges on all Essence Luxe Couture products that have not been worn or have not had labels removed.
Please Note: Wigs are considered a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW worn items to be returned for the safety of all of our clients and employees.
If your merchandise is returned to us due to a failure to pay customs or duties, you will be charged the cost of shipping/duties, a processing fee, and then refunded the remaining amount. By purchasing from Essence Luxe Couture (known legally as 2182364 ALBERTA LTD.) you understand and agree that duties may be required to import the products into your destination country. Essence Luxe Couture is not responsible for any customs fees or duties.
If you return a purchase, you will be refunded the total amount of your purchase less the shipping cost. Shipping costs are non-refundable.
Cancellations will be accepted within 24 hours of placing your order.
After 24 hours, cancellation requests may not be granted for our human hair wigs, due to their handmade nature.
Our wigs are custom made to order. For that reason we cannot exchange your wig for a different size.
WHEN WILL I RECEIVE MY REFUND OR STORE CREDIT?
A full refund or store credit will be issued after we have received, inspected and confirmed that the returned products were not worn and labels were not removed (within 3-5 business days of receiving the return). In the case of refunds, once we refund your order, the funds will be available on the original payment account according to the terms, conditions, and practices of your banking institution. We cannot control how quickly the funds are returned to you once we submit the refund. In the case of store credits, you will be notified by email once the store credit is issued (within 24-48 hours of receiving the return).
Our human hair wigs are made to order, in order to ensure you get the full life of your wig. Upon placing your order, your products will ship within 3-5 business days, or 30 days for human hair wigs, with the exception of weekends. We ship Monday-Friday. A shipping confirmation email including the tracking number will be sent to the email associated with the order as soon as the carrier picks up the item and scans the label.
For packages that may have been lost in transit, we will wait seven days after the original delivery date to see if the package arrives late. From our experience, giving that extra time often allows time for the shipper or customer to locate the package and get it out for re-delivery.
You are responsible for all customs charges related to the delivery and return of your package. Packages that are returned due to the inability to deliver may not receive their refund, once the product is returned to our shipping facility.