policy

Processing Time:

  • Custom Wigs Services: 10-14 Business Days.

  • Ready to Ship Wigs: Orders placed before 4 pm CST, M-F, will be shipped the same day. Orders placed after 4 pm CST will be shipped the next business day. In-person pick-up is available by appointment for local customers only. 

  • Hair Provided by You Services: 7-10 Business days after hair is received during the in-person consultation.

Shipping Time:

After processing, your order will be shipped using USPS Priority Mail Shipping.

  • US Orders: 2-3 Business Days

  • International Orders: Currently, we are not shipping orders internationally.

Cancellations:

Cancellations are only accepted for Custom Wigs and Construction Services.

  • If, for any reason, you need to cancel your order, you will have up to 48hrs from your purchase date to cancel via email or text 512-262-9939. 

  • The deposit will be refunded. However, a $25 restocking fee will be applied for Nelly’s Custom Wig Services. 

Cancellations are not valid for Ready to Ship Wigs.

Return/Exchange/Refunds:

  • All Nelly’s Wig Services: Due to the nature of the business, returns, exchanges, and refunds are not issued. If you are not satisfied with your purchase, we will do our best to accommodate you.

  • Products: Returns & Exchanges are accepted up to 4 days after products are received. All products will need to be unopened and in the original packaging. Once we’ve received the return, you will receive a store credit via Nelly's Wig gift card. 

Lost/Stolen Packages:

  • We are not responsible for lost or stolen packages. You will not receive a refund, nor will your order be replaced. 

  • All orders will come with a Tracking Number. 

  • If you do not anticipate being home at the expected arrival time of your package, you can request to have your package held at your local USPS post office here.