Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at mengllehair@163.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at mengllehair@163.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at mengllehair@163.com.

We offer a 30-day return policy, which means you have 30 calendar days from the date of receiving your item to request a return. This policy applies to all orders shipped to the United States; for orders shipped to the European Union, please refer to the "European Union 14-Day Cooling-Off Period" section below.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:
  • The item must be in the same condition as you received it—unworn, unused, and free of any signs of try-on (e.g., no hair strands falling off, no lace damage, no makeup stains on the lace, or no styling product residue).
  • All original tags, labels, and accessories must be intact and attached.
  • The item must be packed in its original, undamaged packaging.
  • You must provide your order number (or proof of purchase, such as an order confirmation email).

How to Initiate a Return

To start a return, please contact our customer service team at mengllehair@163.com with your order number, detailed reason for return, and photos/videos of the item (if applicable).
Important Notes:
  • Before shipping your return, please confirm the latest return address with our customer service—this address may be updated occasionally, and shipping to an outdated address will result in your return being rejected.
  • Items sent back to us without first initiating a return (i.e., without contacting our customer service) will not be accepted, and we will not be responsible for any loss or damage during shipping.
Once your return is approved, we will send you a return shipping label (if applicable) and detailed instructions on how and where to send your package.

Damages and Issues

Please inspect your order carefully upon delivery. We recommend recording an unboxing video during delivery—this video will serve as valid proof if you receive a defective, damaged, or wrong item.
Contact us immediately at mengllehair@163.com if you encounter any of the following issues, so we can evaluate the problem and resolve it promptly:
  • Defective items (e.g., broken lace, excessive hair shedding, wrong hair length/texture/color as described, or manufacturing defects).
  • Damaged items caused by shipping (e.g., crushed packaging, bent lace, or tangled hair due to poor logistics).
  • Wrong items (e.g., receiving a different style, length, or color than what you ordered).

Exceptions / Non-Returnable Items

The following items cannot be returned or refunded, unless they are defective, damaged, or wrong:
  • Personal care goods that have been worn, used, or tampered with (excluding unworn, unused wigs in their original packaging).
  • Custom-made products (e.g., custom hair length, texture, color, or personalized lace wigs).
  • Wigs with signs of try-on (e.g., hair strands falling off, lace damage, makeup stains on the lace, or styling product residue).
  • Sale items, clearance items, and gift cards.
  • Hazardous materials, flammable liquids, or gases (not applicable to our wig products).
If you have questions or concerns about whether your item is returnable, please contact us at mengllehair@163.com before initiating a return.

Exchanges

To ensure you receive your desired item as quickly as possible, we recommend the following exchange process:
  1. Initiate a return for your current item (following the "How to Initiate a Return" section above).
  2. Once your return is approved, place a new order for the item you want.
  3. Our customer service team will prioritize processing your new order to shorten the delivery time.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 calendar days of receiving it, for any reason and without providing a justification.
To be eligible for this cooling-off period return, your wig must still be in the same condition as you received it—unworn, unused, with all original tags and labels intact, and in its original packaging. You must also provide your order number or proof of purchase.

Refunds

We will notify you via email once we have received and inspected your returned item, and inform you whether your refund has been approved or rejected.
  • If approved: Your refund will be automatically processed to your original payment method within 10 business days. Please note that it may take additional 3-7 business days for your bank or credit card company to process and post the refund to your account—this is beyond our control.
  • If rejected: We will notify you via email with a detailed reason for the rejection, and provide a solution (e.g., re-inspecting the item, offering store credit, or arranging a replacement if applicable).
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at mengllehair@163.com with your order number and refund confirmation email for assistance.

Customer Service

For any questions, concerns, or assistance with returns, exchanges, or refunds, please contact us at mengllehair@163.com. Our customer service team will reply to your email within 2 business days.