FAQs

"Where are you located?"

• We are located in and ship from New York, New York, USA.
  

"Do you make all of the wigs you sell?"

• Hand-tying and/or constructing wigs from scratch is a very labor intensive process, to keep costs low all of the ready to wear wigs sold on BobbiePinz are factory made, bulk purchased and resold.

"When I tried to place an order I got a zip code error but my credit card was still charged. I never received a confirmation email. Did my order go through?"

• Our credit card system can be a bit too finicky for it’s own good.
• Basically what happens is that our processor puts the money on hold first, then it runs the address verification prior to the order being accepted and the payment being captured.
  
• If you pass the address verification then the order is accepted, payment is captured, and confirmation emails are automatically sent.
• If you fail the address verification and get redirected to the zip code error then the order is not accepted and the payment hold is released (which tends to take a few days to go back into your account).
• The biggest reason why this doesn’t work is that it has to be the exact zip code on your credit card billing statement, if you’ve recently moved or if you are trying to use the shipping address as the billing address this will lead to the error.
• If it is a continuing issue, we recommend paying with your credit card through Paypal checkout, CLICK HERE FOR INSTRUCTIONS! (You do not need a Paypal account to utilize their credit card checkout option)

"Can I dye/color these wigs?"

• Synthetic wigs can only be colored a darker color, they cannot be lifted or lightened; polyester fabric dye and boiling water must be used which will remove any curl or set from the wig and will make the hair straight.
  
• Because of the process used to color synthetic wigs, dip-dyed or ombre custom colors are preferred to reduce chance of coloring the wig lace.
• Roots can be colored in with permanent marker, but will fade with time and can possibly run with hairspray use.

"If I am disappointed with my purchase, may I exchange it or return for a refund?"

• All wig and hair sales are FINAL for hygienic purposes; exceptions are outlined below.
• All "last call" discounted sales are FINAL.
• Returns/exchanges are accepted on a case by case basis within 48 hours of delivery.
• Brand-new unused items must be returned in it's original packaging and condition for inspection prior to issuing a refund or exchange.
  
• If the item returned for exchange has been opened/used/altered/worn, we cannot exchange for a new product and will send the original product back to the customer.
• For refunds the customer is financially responsible for returning the product to us and will be refunded only for the cost of goods sold, shipping costs are non-refundable.

"I received an incorrect product, may I exchange it?"

• We're human after all, and sometimes a mistake can happen! If you received the incorrect product, please email us immediately!
• Returns/exchanges are accepted on a case by case basis within 48 hours of delivery.
• The brand-new unused item must be returned in it's original packaging and condition.
• When the incorrect item has been sent by BobbiePinz, a return label will be provided free of charge. Once the incorrect item has arrived back to us for inspection, we will send out the correct item, free of charge.
  
• If the item returned for exchange has been opened/used/altered/worn, we cannot exchange for a new product and will send the original product back to the customer.

"I accidentally ordered the wrong item and/or wrong color and didn't realized until it arrived, may I exchange the item for the correct one?

• Returns/exchanges are accepted on a case by case basis within 48 hours of delivery.
• The brand-new unused item must be returned in it's original packaging and condition.
• When the incorrect item has been ordered by the customer, the customer is financially responsible for covering the cost of the return label and new shipment label.
  
• Once the incorrect item has arrived back to us for inspection, we will send out the correct item, free of charge.
  
• If the item returned for exchange has been opened/used/altered/worn, we cannot exchange for a new product and will send the original product back to the customer.

"Are you currently accepting custom orders?"

• We are not currently accepting custom orders.