OUR POLICY ON EXCHANGES
We want all our customers to be completely satisfied, which is why we offer FREE exchanges if you are unhappy with your purchase for any reason. Exchanges and returns may not be made on wholesale accounts.
Exchanges are NOT subject to restocking fees, although shipping charges will apply.
Your exchange will have the same credit card and shipping procedure used on your original order unless you specify otherwise on our Exchange Request Form.
If your account has a balance due to you after the exchange, we will refund it using the payment method of your original order.
Make an exchange by first placing your new order, either online or by calling Toll-Free: 1-844-682-7209. Then write your new order number on our Exchange Request Form that came with your original order. Once we process the order you returned for an exchange, we will refund your original order without the restocking fee.
SENDING BACK ITEMS
You have up to 10 days from the date of your original shipment to return or exchange items. Visit our Returns Center or fill out the Exchange Request From on the back of your packing slip, and include it with your repackaged items. Mail the items to our address listed on the form.
HOW RETURNS WORK
We accept returns on eligible items as noted below. Since we sell only new, unopened items, we must charge a 25 percent restocking fee on returns to send items back to the manufacturer. We deduct the fee from your purchase amount then refund the balance using your original payment method.
Items you return or exchange may take up to five business days to reach our ILona Hair Fulfillment Center. It typically takes two days for inspection, after which time we will process your refund, applying it to your original payment method. Please be advised it may take credit card companies up to 10 days to post credit to your account.
PRODUCTS ELIGIBLE FOR RETURN OR EXCHANGE
Products eligible for return or exchange must meet the following conditions:
- Must have original packaging and in original condition: tags attached, unworn, undamaged and unaltered.
- Must be free of any odors.
- Must be returned within 14 days from the receipt of your original order.
Certain products are NOT eligible for return or exchange. These include:
- Clearance or last-call items, wholesale orders, care products, costume wigs, accessories, liquids, and items that were special ordered or discontinued.
If you send back an item that is not eligible for return or exchange, we will send you an email outlining two options:
- Sending you back the items, charging you for shipping
- Offering you a 20 percent-off coupon to use for a future purchase with IlonaHair.com if you allow us to donate your item(s) to the American Cancer Society. You may request a receipt for your donation.
We automatically donate ineligible item(s) if we don’t hear from you within 20 days of receiving said items.
A note on wigs: Every wig we ship comes with a wig hygiene guard. Use it to try on the wig so the wig remains eligible for return or exchange.