FREQUENTLY ASKED QUESTIONS

Please review all policies before ordering. Custom wigs are final sale.

 

Frequently Asked Questions (FAQs)

If I order today, will I receive my wig next week?

No. All wigs are custom-made to order.

Processing time:

• 10–21 business days

• Up to 25 business days during peak seasons, sales, or holidays

Shipping time is additional and depends on the carrier. Weather delays or carrier issues are outside of our control. Please order early and plan accordingly.

 

Can I expedite my order or pay extra for faster processing?

Rush service is not guaranteed.

If available, it must be purchased separately and is non-refundable. Availability is limited.

 

I ordered during a sale. Does processing take longer?

Yes. Orders placed during sales, promotions, or holidays may require extended processing time. Please allow up to 25 business days for processing during these periods.

Where are you located? Can I pick up my order?

Wigs by Shanai is an online-only business.

Local pickup is not available. All orders are shipped. No inventory is kept on hand.

What type of hair is used to make your wigs?

We use 100% raw human hair and 100% virgin human hair, depending on the collection.

Hair type is clearly listed on each product page.

 

Can I dye, color, or lighten my wig?

Yes. Our wigs can be dyed or lightened.

Chemical processing may alter texture and longevity. Professional coloring is strongly recommended. Damage caused by coloring does not qualify for refunds or replacements.

Can I straighten the hair?

Yes. Heat styling is optional.

Curly and kinky textures will not become bone straight and may resemble a textured straight finish. Always use heat protectant.

What wig do you recommend for beginners?

We recommend 5” x 5” lace closure wigs.

They are beginner-friendly, low maintenance, and easy to install.

What wig is best for everyday wear?

5” x 5” lace closure wigs are ideal for daily, on-the-go wear due to their secure fit and minimal upkeep.

What is the difference between a closure wig and a frontal wig?

• Closure wigs offer limited parting (middle or side) and are easier to maintain

• Frontal wigs go ear-to-ear and allow more styling flexibility

Frontal wigs may require adhesive for a fully secured hairline.

 

Are your wigs glueless?

Many wigs are designed for glueless wear using adjustable straps and combs.

However, frontal wigs may require adhesive depending on preference and wear style.

 

Do wigs come ready to wear?

Yes. Closure and frontal wigs arrive:

• With bleached knots

• Customized hairline

• Washed and conditioned

• Styled as shown

Minor adjustments may be needed after shipping.

How long will my wig last?

With proper care:

• Virgin hair wigs: 1–2 years

• Raw hair wigs: 3+ years

Longevity depends on maintenance, heat use, and chemical processing.

Do you offer wig maintenance services?

Yes. We offer professional maintenance services through Wigs Maintenance Service including refreshers and color services. Availability varies.

Do wigs fit all head sizes?

Wigs are available in sizes ranging from 19”–25.5”, including half sizes.

Customers are responsible for submitting accurate measurements. Fit issues caused by incorrect measurements do not qualify for refunds.

How do I measure my head correctly?

Please follow our How to Measure Your Head for a Wig guide carefully before ordering. Incorrect measurements may result in fit issues.

What is your return or refund policy?

All custom wigs are final sale.

Refunds are not offered. Returns are only considered if the wrong item was received. Please review the full policy on the Policy Page before placing your order.

 

What happens if my package is returned to you?

Packages returned due to incorrect address, refusal, or non-pickup are not eligible for refunds.

Returned packages are considered hygiene compromised and cannot be resold as new. At our discretion, reshipment (with a new shipping fee) or store credit may be offered.

Do all orders require a signature?

Yes. All orders require signature confirmation upon delivery.

Customers are responsible for ensuring someone is available to receive the package. Orders marked delivered by the carrier are not eligible for replacement or refund.

 

Important Notice

By placing an order, you confirm that you:

• Reviewed and accepted all store policies

• Provided accurate measurements and shipping details

• Understand that all custom wigs are final sale