FAQ

How long does shipping take?

All orders are delivered within 1–5 business days anywhere in South Africa.
Shipping times may vary slightly depending on your location and courier delays.

 

When will my order be shipped?

Orders are processed as soon as payment reflects.
You will receive a tracking number by email or WhatsApp once your order has been dispatched.

 

How do I track my order?

After your parcel is shipped, you’ll receive a tracking number.
You can track your order by:

  • Clicking the tracking link in your email/WhatsApp, or

  • Visiting the courier’s website and entering your tracking number.

If you need assistance, our support team is always happy to help.

 

What is your return policy?

We accept returns or exchanges within 1–7 days of receiving your order if the wig is still in perfect condition.
Returns are not accepted if:

  • The lace has been cut

  • The hair has been used, installed, styled, bleached, dyed, or altered

  • The wig is not in its original condition

Full details can be found on our Return & Exchange Policy page.

 

Can I return a wig after cutting the lace?

No.
Once the lace has been cut, the wig is considered used and cannot be returned or exchanged.

 

Can I return a wig after installing it or applying products?

No.
If the wig has been installed, glued, bleached, dyed, plucked, washed, straightened, curled, or altered in any way, it cannot be returned.

The wig must remain brand new and unused.

 

How do I know if a wig is eligible for return?

The wig must meet these conditions:

  • Lace uncut

  • Hair unstyled and unaltered

  • No glue, gel, makeup, perfume, or product residue

  • No tangling or shedding caused by use

  • Hair must be in its original packaging with tags

If the wig fails any of these checks, the return will be rejected.

 

Do you offer exchanges?

Yes!
If your wig is still in perfect condition, you can exchange it for:

  • Another length

  • Another texture

  • Another style

Exchanges must be requested within 1–7 days of delivery.

 

What should I do if I received the wrong item?

If we made a mistake (wrong length, wrong texture, wrong wig), contact us immediately within 48 hours, and we will fix it as fast as possible.

 

What if my parcel is delayed or not delivered?

Courier delays may happen, but don’t worry, we’re here to assist with tracking and communication.
Please make sure the delivery address you entered is correct, as Unmask Hair is not responsible for incorrect addresses or missed deliveries.

 

What if I need help choosing a wig?

Message us anytime! We will gladly help you choose the right:

  • Lace type

  • Length

  • Texture

  • Density

  • Style

  • Colour

We want you to feel confident with every purchase.

 

Are your wigs 100% human hair?

Yes, all Unmask Hair wigs are 100% human hair, sourced with strict quality standards.

 

How long will the hair last?

With proper care, your wig can last longer than 12 months, depending on:

  • How often you wear it

  • How you maintain it

  • Whether heat and chemicals are used

We recommend using professional hair-care products for the best lifespan.