Help Center

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.


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 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

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.


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 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 PayPal* and Apple Pay.

*We do not accept PayPal for custom styled wigs because custom wigs are non returnable. If you're purchasing a custom wig please use any major credit or debit card.

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

Processing time for non custom orders is about 2-3 days before an item is shipped (i.e unstyled wigs, hairpieces, accessories).

Custom orders can vary but typically ships within 6-8 weeks.

Delivery Services

Within the US

A variety of shipping methods are available when checking out including USPS and FedEx.

Delivery time ranges between 2-7 days depending on the shipping method you choose at checkout.

International Shipping

International deliveries can be shipped by a variety of couriers including USPS, FedEx and DHL.

Delivery time ranges between 3-15 days and slower and less expensive shipping methods can take up to 30 days such as USPS First Class Mail or ePacket. These services are lower in cost however it does not provide detailed tracking once your package has departed the USA. You will need to track your package through your local post office using the provided tracking numbers.

Express Shipping

In most cases yes we do offer expedited shipping options but can vary depending on your location. To see if expedited shipping is available in your area please add all your items to the cart and enter your shipping address.

Order Tracking

You’ll be notified via email once your item has been shipped. This email confirmation will contain your tracking number.

Lost or Missing Packages

Shipping insurance is included on Priority and Express USPS domestic and international packages, as well as all FedEx packages.

Shipping insurance is not included on USPS First Class domestic or international. Please be aware that we cannot offer replacements on parcels shipped via this method.

Un-deliverable or lost packages due to an in-accurate shipping address are also not eligible for replacements or refunds.

Claims for Priority and Express packages not received can be filed for USPS Priority Mail no sooner than 15 days after shipment, and no sooner than 7 days for USPS Priority Express. All claims filed through USPS must be made no later than 60 days after the package originally shipped.

If your tracking number states that your package is delivered but you have not received anything, please be sure to check your mail area (mailbox, lobby, front desk, etc), as well as with neighboring residences.

If your tracking number says delivered and still nothing has turned up after 48 hours, please contact the shipping courier directly to inquire about your package.

For further assistance you may contact us at and we will do our best to locate the package or get the claims process underway as quickly as possible.

Claims process and investigation typically takes 2-4 weeks before a refund or replacement can be provided. Claims cannot be filed for USPS First Class.

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 from the registered email address linked to your original order.

Custom styled wig orders are eligible for exchange only.

Return or Exchange

You can return and receive a partial refund as long as your item is unused, unworn and still in sellable condition within 7 days of delivery.

Custom styled wigs are not eligible for returns.

Human hair wigs are only eligible for return if the item is unaltered and unworn. The lace must not be damaged or cut. The hair must be in its original form, free from hair products of any kind.

All returns are subject to inspection and approval before a refund is provided.

All order returns are subject to a 20% restocking fee and return postage. Both will be deducted from the refund amount. The balance of your refund will be credited back to the original form of payment, store credit or exchanged for another item.

Return Instructions

To begin the order return process please email your request to Please include the following details:

  • Your order number.
  • Reason for the return.
  • Detailed photos of the item, including the wig cap and the hair.

Please allow 24-48 hours for a response to your request.


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.


  • 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

  1. Comb through your wig with a wide tooth comb.
  2. Add one tablespoon of mild shampoo to a sink filled with cold water.
  3. Put the wig into the water for one minute and swish gently.
  4. Rinse well in cold water thoroughly.
  5. Lightly towel dry to absorb excess water, and hang the wig to dry.
  6. Do not style the wig until it is completely dry.
  7. 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.
  8. To maintain its natural texture, minimize heat styling, rough brushing and pulling of hair.


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