FAQs / Returns | Mckenna Wigs

FAQs | Purchase Policy

** AT CHECKOUT YOU WILL BE ASKED TO AGREE TO THE TERMS AND CONDITIONS/POLICIES/FAQS AS OUTLINED BELOW, THESE MUST BE AGREED TO OR YOU CANNOT PROCEED TROUGH TO CHECKOUT/PURCHASING.

How to measure your head for a wig:

Circumference: take a tape measure from the top front hairline and wrap it around the back nape of your neck until the tape come back and meets the front hairline where you started.

Front to Nape: front hairline through your part until you reach the back of your hairline.

Ear to Ear over top: from the top of your ear to the other ear directly over top of your head.

Temple to temple: measure from your right temple around the back of your head to your left temple.

Nape of Neck: the short part of the back of your hairline. Wigs do stretch over time so make sure to not get anything much bigger than your measurements or you will need to get your piece sized down.

How to know what color hair to order:

Always order lighter color wigs/toppers if you are looking to darken, it's always better to add lowlights than to bleach human hair. Due to the process of which hair is collected and colored, it is impossible to know if it will lift to the lightest level you are looking to achieve. So when in doubt if you are wanting to custom color a piece buy a lighter piece.

We do our best to represent the true color of pieces in all pictures. The pictures are taken in natural light. We cannot guarantee the color on your screen or with your resolution is the same as the color of the piece. The listings will also note if a piece pulls warm or cool in different lighting so you can gauge what tone if you are unsure.

Can I use or do I need to use glue/tape, or a wig cap with these Wigs?

You do not. However, you can with all pieces. It is a preference to glue or tape down the lace and suggested if you are going to do strenuous activities that involve major movement with your wig (a rollercoaster). Daily wear for normal activities does not require glue or adhesive double-sided tape. It is also a preference to use a wig cap and or wig grip. A wig grip can help the wig stay in place, and a cap is comfortable for some to have their hair in. Some find both comfortable as others may wear their piece without anything at all.

How do I cut the lace on a lace front wig or topper?

Please seek videos Instagram page or YouTube. There are numerous videos on lace cutting. Just go slow if it is your first time cutting off the lace on your wig. It is easier to start with less lace and cut more than cutting off too much to start.

What type of hair is used?

Premium Human Hair pieces are Mongolian. All other listings will state the type of human hair used. We source the following types of human hair:

European

Mongolian

Slavic

Brazilian

How do I care for my human hair piece?

A care instruction card will be sent with every order. Keep in mind your new human hair piece needs to be treated and cared for to maintain the longevity of the piece. This means it needs to be kept on a mannequin/safe storage place (brushed and placed in a silk bag that it came in). It needs to be treated with shampoo and conditioner normally between 6-8 weeks depending on wear. You will need to style it with heat tools (just make sure to use the lowest settings to achieve style). If you want a lower maintenance wig look for one that dries naturally to your preference whether this is curly or straight). If your piece is custom colored, you will need to take it in after 6-12 months to get the desired brightness/tone back in the custom color. Just as your natural hair would fade after numerous washes and over time depending on wear.

How long will my Human Hair wig/topper last?

While it is impossible to determine the true life of any piece (topper or wig) due to the differences in each person's life style choices, care, maintenance, and average wear. Typically silk tops with Premium hair/European hair on our site will last the longest (often between 8 months to a year). Brazilian/Remy hair can last 4-6 months if worn daily. Depending on how often you choose to wear this piece without alternating with other pieces, lifestyle choices, care, and color will determine how long each piece can last.

The blonder the piece is the more processed the hair is. The light platinum's are the most delicate as they have undergone a lot of processing to get them to the beautiful color they are. They will have a shorter life span for wear than the darker pieces due to this. They need a lot of care, so please consider this when purchasing any piece with light blonde color in it.

There is no implied warranty on hair pieces. Each person is very different with how they care, use of heat, style, use products, or the daily usage. Your piece will last depending on how it is cared for, worn, and styled.

When I wash my wig, I see color in the water?

This is normal with any custom colored piece, and the color will not completely wash out.

Shipping Policy:

Most items will ship within 2-5 business days within the United States using Fedex 2-3 Day Express- Shipping with Fedex International is 5-10 days) using this service. All orders are processed and shipped from Arizona.

In most cases, we try to process orders quickly and do our best to dispatch by the next business day. We will email you a tracking number once your order has been dispatched.

International Shipping- uses Fedex Express Priority (5-10 business days). Please allow between 5-15 business days for delivery to all destinations. Fedex tracking will be emailed to you after the item has been dispatched. Recipients are liable for all taxes, import duties & customs fees associated with the delivery to their country. These taxes/custom fees are non-refundable in the case of a return or exchange. We cannot ship to PO Boxes as Fedex does not allow delivery to these addresses. Please make sure you have a residential address for shipping.

If you have provided the wrong shipping address at checkout, we are not liable for the contents of the package and are not obligated to give you a refund. We are unable to re-direct orders once they have been dispatched. Please check all shipping addresses provided. Mckennawigs is not liable for damaged, lost or stolen packages. If you make changes to the original address through Fedex Mckennawigs is not liable for these changes if the parcel is not delivered.

Mckennawigs reserves the right to deny shipping to any country deemed 'risky', or request transit insurance to be paid on parcel.

WE ARE NOT LIABLE FOR ANY ERRORS MADE BY SHIPPING SERVICES AND OR OTHER THIRD-PARTY SHIPPING COMPANIES.

Return Policy:

We want you to love your new hair! If for whatever reason, you are not thrilled with your purchase, you have 3 calendar days from the day you receive it to return on NEW (NOT FINAL SALE) Purchases. (No exceptions to the return policy)

Your hair piece must be sent back in the original condition it was received. This means the lace is not altered or cut. Hair is not washed or styled. The Piece is returned with all original material and packaging.
Each item will be inspected prior to return being applied.
All hair pieces sent back are subject to a 10% restocking fee for money returned. If you are looking for a credit to purchase another piece with us, you will have the full store credit applied which will be issued to you via email (no re-stocking fee applied). Once the store credit is issued, a refund is no longer available. Similarly, if you chose a refund minus the 10% restock fee, the 10% fee cannot be used towards a future purchase. Restocking and credits towards another purchase do not include shipping fees of ($20 on free domestic orders) which will not be included. Any express shipping fees including international, or duties will not be refundable. If you choose an exchange, you get one free exchange and then upon the next return you will need to choose a store credit minus shipping or a refund minus restocking fee.
If Store Credit is issued (it does not expire). They will not be converted back to a refund once issued as store credit. They cannot be combined with a discount or promo code.

All wigs Marked FINAL SALE or FINAL CLEARANCE including discount codes marked with FINAL SALE will not be eligible for return or exchange, or refunds, no exceptions.

If you wish to return, please contact us through mckennawigs@gmail.com within 3 calendar days (day 1 is the day the item is delivered) of receiving your package with tracking number of returned shipment. Refunds will be processed in 2-4 business days of receiving order and after package has been inspected. We are under no liability for refunds or credits if you have shipped your package back without insurance and it becomes lost or stolen. Please make sure you utilize this service when shipping your purchase back.

CANCELLATIONS: If you contact us prior to a piece shipping out for a cancellation or change in order done by mistake you are subject to a 10% Cancellation/Change fee. (We cannot cancel orders paid by Sezzle, payment plan, and custom orders these are FINAL SALE).

If you do not use a promotional code (sale codes/brand ambassador codes/first time customer codes) we will be unable to apply after the purchase. We cannot apply after the purchase order has been completed and payment accepted.

Layby and Payment Plan Purchases (SEZZLE) are Final Sale. There are no returns allowed on any item on a payment plan or lay by which you make monthly payments to us.
In the rare occurrence you believe you have received a defective wig please contact us immediately by email or phone, so we can rectify the matter. You have 30 calendar days from the date of delivery to contact us and send the wig back to us for inspection if you feel the wig is defective. After 30 calendar days from the date of delivery you will not be eligible for any assistance or repairs in this matter.
We do not return or exchange any of our hair care products (including shampoo/conditioners), accessories, or headwear.

*** Only purchases made directly from us will be covered under our policies. Once a piece has been in the hands of a 3rd party such as another buyer, resale site, sold in a private sale, handled by a salon or hairdresser, you have voided your return policy and any such guarantees. You will be ineligible for a return/exchange/refund, and unfortunately, we will be unable to assist you.

*** Mckenna Wigs reserves the right to cancel or refuse any order for any reason at any time.

Can I return after the 3 day return policy if I have a problem?

Please inspect your order upon delivery for any flaws PRIOR to cutting the lace, or altering your piece in any way and CONTACT US immediately. Regardless of any potential issue once the lace is cut or the item is worn, or altered (example cutting the hair length or cutting bangs), there is nothing we can do! No exceptions. Secondhand purchases are not covered by any of our policies.

Custom Orders:

We are no longer accepting custom orders at this time. We will not alter pieces on the site, if you want any piece customized you will need to work with a stylist. We have several recommendations if you need to find one who will work with alternative hair.

What kind of hair do you use?

The hair we use is of the finest quality. The listing will advise what type of hair it is you are purchasing.

We do list the following hair types

Virgin European

Processed European

Brazilian

Mongolian (Premium Human Hair)