FAQ
Product Information
What materials are your hair products/wigs made of?
Our hair products/wigs are crafted from 100% high-quality human hair, ensuring the most natural look and feel. This premium material allows for versatile styling just like your natural hair.
How do I choose the right wig size?
HERCW wigs come with adjustable straps to fit most head sizes. For a perfect fit, measure your head circumference from the front hairline, around the back, and back to the starting point. Contact our customer service for personalized sizing assistance.
Can I dye or perm my HERCW hair/wig?
Yes! Since our hair products/wigs are made from 100% human hair, they can be dyed, permed, or styled with heat tools. We recommend professional styling for best results.
How long will my wig last?
With proper care, HERCW wigs can last 1-2 years with regular wear. Longevity depends on how frequently you wear it and your maintenance routine.
What are the differences between your product lines?
We offer various collections designed for different needs: our Signature line features everyday styles, the Luxury collection offers premium density and length, and our Custom line provides personalized options.
Orders & Payment
What payment methods do you accept?
We accept all major credit cards, PayPal, and T/T.
How can I track my order status?
You can track your order by logging into your account or using the tracking number provided in your shipping confirmation email.
Can I modify my order after placing it?
Please contact our customer service immediately. We can accommodate changes if the order hasn't been processed yet.
Shipping Information
How long does shipping take to the US?
Standard shipping to the US typically takes 7-15 business days. Express shipping options (3-7 business days) are also available.
Which countries do you ship to?
We offer worldwide shipping to most countries. Shipping times and fees vary by location.
How can I track my package?
A tracking number will be provided via email once your order ships. You can use this number on our website or the carrier's site.
What are the shipping costs?
Shipping costs depend on your location and chosen shipping method.
Returns, Warranty & Refunds
What is your 30-day free return policy?
We offer a 30-day return period for unworn, unaltered products in their original packaging.
How do I request a return?
Contact our customer service to initiate a return. We'll provide a return label and instructions for sending your item back.
What is your refund policy?
Once we receive and inspect your returned item, we'll process your refund within 3-5 business days. Refunds will be issued to your original payment method. For standard returns, you'll receive a full refund of the product price. Original shipping costs are non-refundable unless the return is due to our error.
How long does it take to receive my refund?
After processing your refund, it typically takes 5-10 business days for the amount to appear in your account, depending on your financial institution's policies. Credit card refunds may appear as pending before being finalized.
Can I exchange my product instead of getting a refund?
Yes, we offer exchanges for items of equal or greater value (you'll need to pay the difference if selecting a higher-priced item). To request an exchange, please contact our customer service team when initiating your return.
Do your products have a warranty?
Yes, all HERCW wigs come with a 90-day warranty against manufacturing defects.
What if I receive a damaged product?
Please contact us within 48 hours of receiving your order with photos of the damage, and we'll arrange a replacement or refund. Your satisfaction is our priority.
Do you offer refunds for custom or sale items?
Sale items marked as "Final Sale" cannot be returned or refunded. Custom items can only be refunded if there's a manufacturing defect. We recommend contacting customer service with photos if you believe your custom item has a defect.
What if my refund amount is incorrect?
If you believe there's an error with your refund amount, please contact our customer service team with your order number and details about the discrepancy. We'll review your case and resolve any issues promptly.
Product Care & Maintenance
How do I properly wear my wig?
Start by securing your natural hair flat against your head. Place the wig from front to back, adjusting the straps for a secure fit. We have tutorial videos on our website for detailed guidance.
What is the recommended daily care routine?
Gently brush your wig daily with a wide-tooth comb or wig brush, working from ends to roots. Store on a wig stand when not in use. Wash every 10-14 wears using sulfate-free products.
Which hair care products do you recommend?
We recommend sulfate-free, alcohol-free products specifically designed for human hair wigs.
How should I store my wig to extend its lifespan?
Always store your wig on a wig stand or mannequin head in a cool, dry place away from direct sunlight. Avoid storing in plastic bags which can trap moisture.
Custom Services
What customization options do you offer?
We offer customization for color, length, density, parting style, and hairline. You can also request specific styling for special occasions.
How long does a custom order take?
Custom orders typically take 2-3 weeks to complete plus shipping time. Rush options are available for an additional fee.
Can custom products be returned?
Due to their personalized nature, custom products cannot be returned unless there's a manufacturing defect. We recommend discussing all details thoroughly before placing a custom order.
How do I submit my customization requirements?
Fill out our custom order form online or schedule a consultation with our stylists who will guide you through the process.
Contact & Support
How can I contact customer service?
You can reach our customer service team via email at help@hercwhair.com, or through live chat on our website.
What are your customer service hours?
Our customer service team is available Monday through Friday, 9 AM to 6 PM EST. Weekend support is available via email with responses within 24 hours.
Do you provide installation or styling guidance?
Yes! We offer virtual styling consultations and have a library of tutorial videos on our website. For local customers, we can recommend certified HERCW stylists in your area.
Wholesale
What is the minimum order quantity for wholesale?
Our minimum order quantity (MOQ) for wholesale is 50 pieces. Different product types may have specific minimum requirements. Please contact our wholesale team for detailed information.
How can I get wholesale pricing?
Wholesale customers need to register an account and obtain a wholesale discount code. Please contact us via email or through our website contact form, and we will provide you with exclusive wholesale pricing and a discount code.
How much discount do wholesale prices offer compared to retail?
We offer tiered wholesale pricing for orders of 50+ pieces, 100+ pieces and 200+ pieces. For details, please contact us.
Can I mix different products to reach the minimum order quantity?
Yes, you can mix different styles and types of products to reach the minimum order quantity. As long as the total quantity reaches 50 pieces, you will qualify for wholesale pricing.
What materials are used in your human hair wigs and extensions/bundles?
All our wigs and hairpieces are made from 100% human hair, ensuring a natural appearance and premium feel. We strictly control our hair sources to guarantee product quality.
Do you offer product samples?
Yes, we provide a sample ordering service. New wholesale customers can purchase samples at a discounted price to evaluate product quality before placing bulk orders. Sample costs can be partially credited toward your first bulk order.
What colors and lengths are available?
We offer a wide range of natural tones and popular colors, with lengths ranging from 8 inches to 40 inches. Custom colors and lengths can be produced according to wholesale customer requirements.
Do the products have a shelf life?
Our human hair products can last 1-2 years with proper care. While there is no strict expiration date, we recommend selling the products within 6-12 months of receipt to maintain optimal condition.
Do you offer OEM/ODM services?
Yes, we provide OEM/ODM services. Wholesale customers can use their own brand and packaging with a minimum order of 100 pieces. Customization services require additional fees and production time.
Can I customize product labels and packaging?
Yes. We offer customized labels, packaging boxes, and instruction manuals. You can provide design files, and we will complete the customization according to your requirements.
Is it possible to customize products according to specific needs?
Yes, we can customize products based on your specific requirements for density, length, color, and style. Custom products may require longer production times and higher minimum order quantities.
What payment methods do you accept for wholesale order?
We accept bank transfers and PayPal. First-time orders require a 50% deposit, with the balance due before shipment.
How long is the processing time for wholesale orders?
Standard wholesale orders have a processing time of 7-15 business days, depending on order quantity and product type. Large volume or custom orders may require additional time.
What shipping methods do you offer for wholesale order?
We provide international express services, including DHL, FedEx, and UPS. Air freight or sea shipping is available for large orders. Shipping times and costs depend on the destination and chosen shipping method.
Do you provide tracking information for wholesale orders?
Yes, we provide tracking numbers for all orders after shipment, allowing you to monitor your package status in real-time.
What is the return policy for wholesale products?
We offer limited return services for wholesale orders. If products have quality issues, please contact us within 72 hours of receipt. Returns for non-quality issues are not accepted.
How do you handle product quality issues?
If quality issues are discovered, please provide clear photos of the problem and a detailed description. Upon confirmation, we will offer a refund, replacement, or compensation in your next order.
What after-sales support do you provide?
We provide professional after-sales support for wholesale customers, including product usage training, marketing materials, and technical consultation. Our goal is to help you successfully sell our products.
Do you offer exclusive regional distribution rights?
Yes, we offer regional exclusive distribution rights to qualified wholesale customers. This requires meeting minimum annual sales volumes and marketing requirements. Please contact our wholesale team for details.
How can I become a long-term partner?
We value long-term relationships. Regular wholesale customers enjoy priority shipping, additional discounts, and exclusive previews of new products.
How can I contact the wholesale department?
You can contact our wholesale team through:
Email: wholesale@hercwhair.com
Phone: +8615683771737
Website: Through our wholesale inquiry form or Chat on our website.
Can I schedule a visit to your factory or showroom?
Yes, we welcome wholesale customers to schedule visits to our factory or showroom. Please contact us at least one week in advance to arrange your visit.