We want you to have the best buying experience so we've compiled the most frequently asked questions below. If you still need help contact us below and we'll respond within 24 hours.
Help Center
FAQs
- Ordering
- Payment
- Shipping
- Returns
Order Confirmation
You'll receive an email confirmation to your registered email address once your order has been successfully completed.
This email will contain the details of your order items along with your receipt and confirmation number.
Haven't received your email confirmation?
Check your junk mailbox first. If you still need help send us a message to contact@fairytalewigs.com and we'll be glad to help resolve this for you.
Change Order
You can still make changes to your order if it has not been shipped. Email your order number and request to contact@fairytalewigs.com.
Be sure you're emailing from the same email address used to place your order.
Note: Custom styled wig orders may not be eligible for changes since materials may have already been allocated for your order.
Coupons
Coupon codes should be entered in the coupon box at checkout. Once applied you will then see your discount and new order total.
Pre-Orders
Pre-orders are orders that can be placed in advance of a planned restock.
In some cases a discount is offered during the pre-order period and ends once the item is restocked and ready to ship.
If your order contains a pre-order item, as well as ready to ship items then your order will not ship until all items in your order are ready to ship.
Need your ready to ship items sooner?
Place two separate orders, one of them containing only ready to ship items. We'll ship your remaining order once the pre-order item is restocked.
Payment Options
We accept all major credit cards as well as Apple Pay.
Import Taxes
All customers are responsible for applicable duties and taxes associated with your order upon delivery or pickup. These import taxes are imposed and collected by your government's customs office.
Should you decide to refuse your order for any reason, you are also responsible for the return shipping cost if any.
Packages refused by customers at customs may be deemed abandoned and it is not guaranteed that your package will be returned to sender. Customers who abandon their packages are not eligible for a refund or reimbursement of any kind.
Processing Time
All in-stock orders (excluding pre-sale items) are processed within 2–3 business days of purchase. Once your order has shipped, you'll receive a shipping confirmation email with tracking information so you can follow your package every step of the way.
Please note: Pre-sale items are subject to their own shipping timelines, which will be communicated at the time of purchase.
Shipping Information
Due to ongoing tariff uncertainty in the United States, all of our shipments are fulfilled internationally. This allows us to keep shipping costs affordable while ensuring your order arrives safely and efficiently.
Shipping Options
We offer a variety of shipping methods to fit your needs and budget, with options ranging in both price and estimated transit time. You can select your preferred shipping method at checkout.
Order Tracking
After your order ships, keep an eye on your inbox — your tracking details will be sent directly to the email address used at checkout within 2–3 business days of your order being placed.
Lost or Missing Packages
If your tracking shows your package as delivered but nothing has arrived, please start by checking all possible delivery locations — your mailbox, building lobby, front desk, or with a neighboring residence. Couriers sometimes leave packages in unexpected spots or with a neighbor for safekeeping.
Please note that Fairytale Wigs is not responsible for packages that are confirmed as delivered by the carrier. This includes packages delivered to addresses where the premises are unsecured or otherwise accessible to third parties. Once a carrier marks a shipment as delivered — particularly when accompanied by photographic proof of delivery — responsibility for the package transfers to the recipient.
If your tracking does not show a delivery confirmation, please contact the shipping carrier directly first. They have the most current information on your shipment and are often able to resolve delivery issues faster than we can from our end. Carrier contact information can be found on their tracking page using your tracking number.
If you have already contacted the carrier and still need assistance, you're welcome to reach out to us at contact@fairytalewigs.com. We'll do our best to help locate your package or initiate a claims investigation as quickly as possible.
Please be aware that once a claim is opened with the carrier, the investigation process typically takes 2–4 weeks before any resolution — including a refund or replacement — can be determined. Fairytale Wigs will work within the outcome of that investigation.
Unclaimed Packages
All customers are responsible for applicable duties and taxes associated with your order upon delivery or pickup. These import taxes are imposed and collected by your government's customs office.
Should you decide to refuse your order for any reason, you are also responsible for the return shipping cost if any.
Packages refused by customers at customs may be deemed abandoned and it is not guaranteed that your package will be returned to sender. Customers who abandon their packages are not eligible for a refund or reimbursement of any kind.
Cancel Order
You can cancel and receive a full refund as long as your item(s) have not been shipped. Orders, including pre-orders, valued at $500 USD and above are not eligible for cancelations since materials may have already been allocated for your order.
To cancel, email us at contact@fairytalewigs.com from the registered email address linked to your original order.
Custom styled wig orders are eligible for exchange only.
Returns & Refunds
We accept returns for a partial refund on items that are unused, unworn, and in their original sellable condition within 7 days of delivery.
To be eligible for a return, items must meet all of the following conditions:
- Free from makeup, styling products, grime, or any other residue
- Unworn and unaltered
- Returned in their original packaging
Please note the following exceptions:
- Custom styled wigs are not eligible for return under any circumstances.
- Human hair wigs may only be returned if the item is completely unaltered and unworn. The lace must be intact and uncut, and the hair must be in its original form with no products of any kind applied.
All returns are subject to inspection and approval before a refund is processed. If a returned item is received in unsellable, worn, used, or altered condition, a refund will not be issued. In this case, you will have the option to have the item sent back to you at your expense, or the item will be disposed.
Restocking Fee & Return Postage All returns are subject to a 20% restocking fee. The original shipping fee, return postage costs, and restocking fee will all be deducted from your refund. For example, your refund will be calculated as follows: order value, minus the original shipping fee, minus the 20% restocking fee, minus return postage cost. The remaining balance will be credited back to your original payment method, or at your preference, issued as store credit or applied toward an exchange.
How to Start a Return
To initiate a return, please email us at contact@fairytalewigs.com with the following information:
- Your order number
- Your reason for the return
- Detailed photos of the item, including the wig cap and the hair
Please allow 24–48 hours for a response. We'll guide you through the next steps once your request has been reviewed.
LEARN ABOUT OUR WIGS
- Size
- Color
- Wear
- Styling
- Care
What is the size of a Fairytale Wig?
All our wigs are made on a standard medium cap and typically fits size 21 - 22 inch head sizes. The wigs are made with adjustable straps to help create a custom and more comfortable fit.
Our synthetic wigs from the character wig collection are made on a stretchable wig cap and can fit up to a 23 inch head.
How do I measure my head?
For a quick, approximate measurement, use a soft measuring tape and measure from the center of the front hairline, around the head going under the occipital bone in the back, and back around to the center of the hairline.
Example
- Average: 22" inches
- Average/ Large: 22.5" inches
- Large: 23" inches
Is the color of the wig exactly the same as the picture shown on the website?
Color settings can vary between users so please consider that the color represented on your screen may be slightly different from the actual color of the wig.
Can I color my wig?
Synthetic Character Wigs
No, synthetic hair should not be colored since the fiber is not like human hair where color is absorbed and made permanent.
Human Hair Wigs
Yes, all our human hair wigs can be colored. It is recommended that you have the wig colored by a professional colorist.
Will the color of my wig change over time?
Synthetic Character Wigs
Synthetic wigs do not fade in color over time since the fiber itself is manufactured with permanent color.
Human Hair Wigs
Outdoor elements like sun exposure and heat from your styling tools can have an effect on the health and appearance of your wig just like natural hair. The difference is that unlike natural hair, there is no natural hair growth to replace damaged hair.
To extend the life of your wig, reduce sun exposure and use low or no heat styling tools.
What is a skin top?
This refers to the top of the wig where part of the hair appears to be growing out of flesh, giving it a more natural appearance. Our skin tops appear very natural in skin tone and texture, and they are large in size for additional parting space.
What is a silk top?
Silk top refers to a layer of silk that the wig maker uses to hide the knots of each hair strand giving the appearance of natural hair growth from the scalp. This is done by sewing through the lace, forming a knot, then exposing the hair through the silk top.
What is a full lace wig cap?
A full lace wig refers to a wig that is made by hand-sewing hair strands to a thin lace which forms the wig cap that is worn.
Do I have to wear a wig cap before putting on my wig?
Whether you have long or short hair it is recommended that your wear a wig cap.
What is the best way for me to wear a wig if I have long hair?
Prepping your hair to fit under your wig cap is an important step in insuring a proper and comfortable fitting wig.
One easy and quick option is to first divide your hair in two sections, braiding each section and wrapping them around your head. Then pin each section with a bobby pins and cover your hair with your wig cap, making sure all hair is tucked in. You’re now ready to apply your wig.
How do I pin on a wig?
Your wig can be pinned in many various ways.
Standard bobby pins are recommended for pinning your wig in front of your ears at the ear tabs, behind your ears, around the hairline and nape. These bobby pins should be gripping BOTH the wig edge and your wig cap, securing them together.
Open end hair pins can be used around the hairline and nape to pin down draping, and as an anchor in the crown area for added security.
What else can I do to ensure the secure fit of my wig?
All our wigs come with adjustable straps, as well as added combs in the front and back to create a more custom and secure fit. Be sure to also pin your wig to your wig cap in various places to ensure the wig does not fall off.
Sensitive skin?
Even the best materials can irritate very sensitive skin. To help, we recommend wearing a wig liner made of soft fabric with minimal seams.
This will protect your skin from any friction from the wig and aid in keeping the inside of your wig dry and clean.
If the problem persists when wearing our wigs please consult a dermatologist before purchasing another wig.
Are the wigs pre-cut and pre-curled?
Synthetic Character Wigs
In some cases our characters wigs will come pre-cut or curled depending on the character.
Human Hair Wigs
Yes, all our human hair wigs are trimmed at the ends before they are shipped. Product photographs can be used to determine how your wig will appear when it’s delivered.
Can I trim or apply any hair styling product on my wig?
All wigs can be cut and styled with most styling products. It is advised to have experience with cutting or know a stylist who can help you create a style for you.
Do not use hair color or other permanent chemicals on synthetic hair fiber.
Can I use hot tools on my wig?
Synthetic Character Wigs
Wigs made from 100% Futura® fiber wigs both look and feel like human hair and can be styled using your favorite heat styling tools, up to 377°.
Wigs made from Hiperlon fiber may require additional cooling time and a lower heat temperature.
For example, when curling the Ariana in Mermaid Red (Hiperlon fiber) you should hold the curl in your hand for about 5 seconds before releasing it. This allows the curl to cool and maintain its shape.
Human Hair Wigs
Yes but unlike your natural hair, wigs don’t have new hair growth to replace old and damaged hair. You’ll need to take care of your wig by minimizing sun exposure and direct heat from hot tools.
What styling products should I use?
You can use almost any styling products on your wig you feel will not be too harsh. Typically, wigs can be maintained with simple hairspray for styling, or a mist of water or a light detangling solution to tame curls.
Brushes & Supplies
You can use almost any brush of your choice on your Fairytale Wig. It is advised to maintain your wig with a wide tooth comb and soft bristle brush paddle brush. Avoid using hard bristle brushes unless needed since over brushing or using the wrong tool can damage the hair fiber.
How long will my wig last?
Synthetic wigs can last 2 years or more but many factors contribute to the life span of a wig. Human hair wigs can also last 2 years or more when cared for properly.
These factors include how often the wig is used, styling methods, coloring, and normal wear and tear.
How can I untangle my wig?
Gently comb out tangles with a wide tooth comb, starting from the ends and work your way upward. Once your wig is manageable, you can switch from a wide tooth comb to a soft bristle paddle brush.
How do I wash my wig?
Synthetic Character Wigs
- Comb through your wig with a wide tooth comb.
- Add one tablespoon of mild shampoo to a sink filled with cold water.
- Put the wig into the water for one minute and swish gently.
- Rinse well in cold water thoroughly.
- Lightly towel dry to absorb excess water, and hang the wig to dry.
- Do not style the wig until it is completely dry.
- Hair setting is not necessary if your wig still has it’s original texture (not altered by heat tools). Curls will bounce back into their natural form when the hair is completely dry.
- To maintain its natural texture, minimize heat styling, rough brushing and pulling of hair.
CONTACT US
Get the answers to your questions within 24 hours.
Use the message box below or send your email to contact@fairytalewigs.com
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