Home | Frequently Asked Questions

Ordering

Q: How do I place an order?

A: Wilshire Wig's order process is secure and simple. Just follow these easy steps:

1. Click on the product you want to buy.

Choose the color you would like to order.
Enter the quantity you would like to order.
Click on the "Add To Cart" button.

2. To view your shopping cart, click on the "View Basket" icon at the top of your screen. Here you can:

Remove items by clicking the "Delete Item" button.
Update the quantity of an item with the "Update" button.
Continue shopping by using your browser's "Back" button.

3. When you're ready to place your order, click on the "Checkout" icon at the top of your screen, then follow the on-screen instructions.


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Q: What if I can't find what I'm looking for?

A: If you don't see the product you're looking for, let us know and we will give you a price quote. We have many items in stock which are not on our site, and we can acquire virtually any hair-goods product you’d like. Send us a message or call us at 1-800-927-0874. Please note that emails sent on Saturday or Sunday will be responded to on Monday.


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Q: How do I know if a product is available?

A: We have a huge inventory of over 100,000 items in our warehouse, so we often have the item in stock. Items that are not in stock will be ordered the same day we receive the order, and usually are received in one to three business days.

Occasionally an item is backordered for an extended period of time. If this is the case, we will notify you of the status and the expected due date. Please note that our Email and Web Departments are closed on Saturday and Sunday.


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Q: What color should I order?

A: Choosing a wig color can be tricky, especially when your only guide is a color chart viewed on your computer monitor. If you have purchased wigs before, you may already know the exact color you want. But if you're choosing a color for the first time, please remember that color charts can never be 100% accurate and that computer monitors may vary in the way they present colors.

We recommend ordering a Color Ring to help you choose the color that suits you best. A color ring consists of individual swatches of fiber in various colors. Each manufacturer uses its own color system, so be sure to choose the color ring for the brand you're interested in. When you're finished with the color ring, you may return it for full store credit (no re-stocking fee will be charged). Another option is to send us a small hair sample and request the closest available color match.

Many people call and ask us to choose a color for them. It is nearly impossible to choose the right color for someone over the phone! We can make suggestions, but we cannot guarantee that our suggestions will work for you. Any time you order a color without first seeing it on a wig or color ring, you are taking a risk. Please note that our Return Policy includes a 10% re-stocking fee on returns and exchanges. Make sure that the color you order is the color you want!


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Q: What methods of payment may I use?

A: * American Express
* Discover
* Mastercard
* Visa
* Cashier's Check
* Money Order
* Western Union

Due to the reception of an increasing number of bounced personal checks, we now ask that you not send personal checks for payment. We are happy to accept Cashier's Checks and Money Orders.

For international orders, we are currently accepting only Western Union payments.

For security reasons, we will only ship to the address on record with your credit card company if you pay by credit card. If you need your order shipped to a different address, we need a signed letter of authorization faxed or mailed to us.


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Q: When will my credit card be charged?

A: The full charge will be processed when we ship your order.

Special Note For Orders Over $500: upon receiving your order, we will charge your credit card for 50% of the total amount. We will charge the remaining 50% when your order ships.


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Q: Will I be taxed on my purchases?

A: The tax that is charged on your order is based on your "ship to” address.

All orders shipped outside of California are tax-free. Orders shipped to an address in California are charged sales tax unless you are a business and send us a resale card.


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Q: Can I order by phone?

A: Absolutely! Though the Wilshire Wigs online ordering system is easy and secure, we understand that customers often want to speak with a salesperson.

Please call us TOLL FREE at 1-800-927-0874 Monday - Friday between the hours of 9am - 5:30pm Pacific Standard Time, or on Saturday from 9am - 4pm Pacific Standard Time. International customers may call us at 1-818-761-9447.


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Q: When will my order be processed?

A: All orders placed on our web site are processed by the next business day. (Note: "processed" does not indicate that the order is ready to ship out. For more info, see Shipping.)


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Q: Can I change or cancel an order?

A: You may change or cancel an order at any time, unless the order has already been shipped out.

To cancel an order, you must contact us at 1-800-927-0874 (or 1-818-761-9447 for international customers), speak to a Sales Representative, and have him or her confirm that your order has not yet shipped. Please do not try to change or cancel an order by email. We get hundreds of email messages a day, and it takes one-to-two days to process each message. By the time we receive your email, it may be too late to change your order.

Please write down the name of the Sales Representative and the date that he or she cancelled your order.

If you do not follow this procedure, we cannot be held responsible for failing to cancel your order.


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Q: How do I use my credit voucher?

A: If you wish to apply a credit voucher to your order, please provide the voucher number in the "Customer Notes" box on our secure checkout page. You should write something to the effect of —"Please apply credit voucher #123456 to this order."

We will apply the credit when we process your order.


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Q: How do I get a final invoice?

A: The final invoice will be included in your package along with the items purchased.


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Q: Can I apply a Web discount or coupon to an order I place over the phone or in your store?

A: Web discounts and coupons are special promotions for Web orders only.


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Q: Do you have a mail order catalog?

A: Because we are constantly adding new wigs to our inventory, we do not have a mail order catalog. We do carry manufacturers' catalogs for interested customers. As a rule, we can get any name-brand wig in production to our customers. Please do not hesitate to ask.


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Q: What about errors or omissions?

A: We have made every effort to ensure the accuracy of the product information on our website. However, we are not responsible for typographical errors or technical inaccuracies.


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Q: I sent you an email and I never got a response. Why?

A: We try to answer emails within one business day, but sometimes it takes us an extra day to respond. If you haven't received a response after two days, the reason is most probably that your email provider has sent our response to your spam mailbox. Please make sure your email settings are configured to allow mail from wilshirewigs.com.


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Shipping & Delivery

Q: What are my shipping options?

A: If you reside in Alaska, Hawaii, or outside the United States, please contact us to find out the exact shipping methods and charges.

Ground

Our basic shipping method is ‘ground’. We will ship using the United States Post Office Priority Mail or UPS Ground at our discretion. We generally try to ship by which ever method is faster. If you have a shipping preference, please add it to the notes and we will honor your request. Customer shipping preference is not available for those residing outside the continental U.S.

Enjoy free ground shipping on domestic orders of $50 or more when the coupon code: FREESHIP is used. NOTE: Free shipping is only available for online orders. Exchanges are not eligible for free shipping.

If you are applying store credit or a gift certificate toward payment of your order, the net order total (after deducting your credits) must be at least $50 in order to qualify for free shipping.

On rare occasions, we may require slight, additional shipping fees for packages weighing more than 5 pounds. If this is the case we will notify you.

For domestic web orders under $50 and weighing up to 5 pounds, we charge a flat rate of $6.95.

The shipping charges for oversized items (such as long-neck styrofoam heads) and orders weighing more than 5 pounds may be more than $6.95. After receiving such an order, we will calculate the exact shipping charge and update the order with the revised amount. We will contact you by either email or telephone to notify you of the change before processing the order.

We will never charge more than our actual cost of shipping.

FedEx Account Holders

If you want your package shipped via Federal Express and have a FedEx account, please supply us with your account number. If you are ordering through our website, enter this information in the “Customer Notes”.

UPS Air

We offer Three Day, Two Day, Next Day, and Next Day Saturday at your request. Air delivery is the only way UPS can ship to Alaska and Hawaii. Our Web Site offers UPS Air (1-3 days). If you require a specific UPS Air option, please call us at 1-800-927-0874.

Drop Ship

If we do not have an item in stock, we might be able to drop ship it to you directly from the manufacturer. The charge for this service is $35.00 per manufacturer. We will do this only at your request. Drop shipping a package will usually speed up delivery by one to two days. We generally don't recommend drop ships involving more than one manufacturer due to high costs. But if you desperately need an order as soon as possible, it remains an option to consider.

Important Note

Please make sure to enter your address correctly. If UPS must make a change or correction to a delivery address, they charge a $5 fee and delivery may be delayed. If this occurs we will apply the correction fee to your order.


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Q: When can I expect my order to ship?

A: We process Internet orders each weekday morning at 9 a.m. (Note: orders placed after 9 a.m. Friday and over the weekend will be processed on Monday at 9 a.m.) If we have the item in stock (this is most often the case—we have over one hundred thousand items in stock), it will ship the same day or the next day. If we do not have the item in stock, we will order it from the manufacturer that same day, and it will ship out on the day that we receive it. It usually takes one to three business days for the merchandise to reach us. We do not ship on Saturday or Sunday.

If we do not have the item in stock, most manufacturers can "drop ship" the package directly to you. This can speed up the delivery by one or two days. The charge for this service is $35.00 per manufacturer.

Occasionally, neither Wilshire Wigs nor the manufacturer has the item in stock. If this is the case, there will be an additional delay. Usually this delay is less than two weeks, but on very rare occasions it can be three or more months. If the delay is more than one week we will notify you.


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Q: When can I expect my order to arrive?

A: Once your package leaves our warehouse, delivery time depends on the shipping method. The approximate delivery times for UPS Ground shipments are as follows:

Delivery to the West Coast takes about one to three working days.
Delivery to the Midwest takes about three to four working days.
Delivery to the East Coast takes about four to five working days.

UPS and FedEx Ground are not available for shipments to Alaska or Hawaii. These orders will ship via UPS Air. Packages shipped via UPS Air to Alaska or Hawaii usually arrive within two to three working days.

Delivery times to areas outside the United States will vary. Please contact us for more information.

To see a map of UPS Ground delivery times from our store, click here.


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Q: When do I have to place my order to have it ship that day?

A: All orders placed through our website are processed the next business day. If you are in a rush, items that are currently in stock will be shipped the same day if the order is called in by phone before 3:00 P.M. Pacific Standard Time.


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Q: What if my package is damaged when I receive it?

A: If your package arrives damaged, you may refuse delivery at no cost to you. If you receive damaged merchandise, please contact us immediately.


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Return Policy

Q: What is your return policy?

A: We want you to be satisfied with your order. Therefore, items may be returned within 10 business days of receipt of product(s). The following exclusions and limitations apply:

Product Eligibility:
Items marked—Closeout, Clearance, Discontinued, Custom, Display, or Special Order are not returnable.
We cannot accept items that are not in original factory condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.

Fees:
Due to the nature of the hair goods industry, it is necessary for us to charge a 20% re-stocking fee. (For example if you made a purchase of $60.00 plus tax, but then changed your mind after receiving the order, there would be a $12.00 re-stocking charge).

Items ordered for in-store pickup that are not taken are subject to a $10 re-stocking fee per item and will not be held for more than 30 days.

We reserve the right to increase the re-stocking fee for customers who make frequent returns. Such customers will be given advance notice of their fee status.

Color Rings returned within 30 business days will not incur a re-stocking fee.

Exchange Policy: If you are not happy with your purchase and wish to exchange it for a same-priced item, the 20% re-stocking fee will be waived for your first exchange only. A handling fee of $5.00 will be charged. This policy is not valid for items purchased or picked up at our store location. 20% re-stocking fees apply to all other exchange item(s).

We do not issue any cash, check, or credit card refunds. Credits are issued as store credits only and are valid for the purchase of any product(s) that Wilshire Wigs sells. To redeem your store credit, you must call 1-800-927-0874 to speak to a phone representative or visit our store in-person. Your store credit does not expire until you use it.

Online discounts and promotions may not be applied to exchanges.

Standard shipping charges on exchanges will apply. We ship via the method chosen on the original order, unless instructions in the exchange package specify otherwise.

How to Request a Return or Exchange
Requests for a return or exchange must be made within 10 business days of receipt of product(s). Because damaged packages are ineligible for exchange, please ship item(s) in a sturdy cardboard box. Once Wilshire Wigs receives your package, please allow up to 10 business days for the return/exchange process to complete.

Mail To:
Wilshire Wigs
Returns Dept.
5241 Craner Avenue
North Hollywood, CA 91601

Note: If you request our assistance in selecting a style or color, please understand that we can only make suggestions and cannot guarantee that these suggestions will work for you. We cannot waive the re-stocking fee on returns, so please make sure that what you order is what you want.

The above limitations do not apply if the shipment is not what you ordered or is defective.


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Q: How do I return items I'm not satisfied with?

A: Pack the items in a sturdy cardboard box and mail it back to us.

You must include a copy of the original invoice, a note of explanation, and your phone number (or email address) with your return.

All returns must show the invoice number and invoice date on the outside of the package.

*Packages received without this information will be refused.


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Q: Where do I send my return?

A: Wilshire Wigs & Accessories, Inc.
5241 Craner Avenue
North Hollywood, CA 91601


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Product Information

Q: What types of hair are used in wigs and hairpieces?

A: You can learn about different hair fibers here.


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Q: What hairstyles will look the best with my face shape?

A: An overview of the basic face shapes and style suggestions can be found here.


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Q: How do I know what size wig I need?

A: Basic size information can be found here.


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Q: How do I care for my wig?

A: Care guidelines can be found here.


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Q: How do I put on a wig?

A: Simple instructions can be found here.


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Q: How do I put on a 3/4-cap fall?

A: Simple instructions can be found here.


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Q: How do I apply false eyelashes?

A: Information about the different types of false eyelashes and instructions on how to wear them can be found here.


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Q: How do I put on a jaw clip?

A: Easy-to-follow instructions can be found here.


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