ORDER PROCESSING

All orders are subject to fraud risk analysis. Please note, fraudulent chargebacks will not be tolerated and legal action will be taken against all individuals who file fraudulent chargebacks.

All orders are processed during business hours only. Our business hours are from Monday to Saturday from 9:00 am to 9:00 pm EST. Please note that weekends and holidays do not count as business days or order processing days. 

All orders received after 9:00pm EST will begin processing the next business day.

Due to the intense high volume of orders, please allow up to 24 hours for your payment to be processed.

 

 ORDER PROCESSING - FOR CUSTOM & READY TO SHIP UNITS 

For each custom unit order, a wig verification form must be filled out upon completion of your purchase. Failure to fill out this form will result in your order being delayed.

Please note, we are not responsible for inaccurate measurements. If you are ordering a ready to ship unit, please select the correct circumference size before placing your order. If you are unsure of your size, please refer to our wig size chart here.

If you are ordering a custom unit, please ensure your measurements are 100% accurate. If you are unsure how to take your measurements, please contact us at info@shezroyaltycollection.com and a customer service representative will be more than happy to assist you.

All orders are processed during business hours only. Our business hours are from Monday to Saturday from 9:00 am to 9:00 pm EST. Please note that weekends and holidays do not count as business days or order processing days. All orders received after 9:00pm EST will begin processing the next business day.

All orders are subject to fraud risk analysis. Please note, fraudulent chargebacks will not be tolerated and legal action will be taken against all individuals who file fraudulent chargebacks.

Due to the intense high volume of orders, please allow up to 24 hours for your payment to be processed.

 

PRE-ORDER ITEMS

Some items on our website that are listed as "pre-order" may be temporarily out of stock but you can still place a pre-order online. The benefit of placing a pre-order online is that you can secure your item without risking the item becoming sold out shortly after we list it "in stock". Due to high demand, certain items can completely sell out, however placing a pre-order online will ensure your item is reserved just for you before it physically arrives in stock.

Please note, all pre-orders take approximately 15 business days to ship.

  

SHIPPING & DELIVERY POLICY

Once your payment has been processed, your order will ship out within the timeframes below. Weekends and holidays do not count as business days or shipping days:

Custom Made Units – Within 10-15 business Days

Ready to Ship Units – Within 2 Business Days

Bundles & Lace (Closures/Frontals) – Within 2 Business Days

Hair Products / Hair Styling Tools – Within 2 Business Days

The above shipping days are only an estimate as most orders ship faster than the days mentioned above.

Please ensure that both your billing address and shipping address MATCH. Packages will NOT be shipped out if the billing and shipping address do not match. She’z Royalty Collection does not ship to APO or PO Boxes.

Please ensure that you are entering the correct shipping address at check out. Once your order is placed, you will be unable to make any changes to your address. If an incorrect address is entered, your order will be refunded.

Once your order has been shipped, you will receive an email with your tracking number. Be sure to check your inbox and spam folder for your tracking number. Please allow up to 48 hours for your tracking number to become available online after receiving tracking information.

ALL orders require a signature upon delivery. No exceptions.

 

 RETURN & EXCHANGE POLICY

At She’z Royalty Collection, we maintain a very high level of quality assurance. All of our products go through a VERY vigorous inspection process to ensure you are receiving only the best quality possible. Due to the nature of our products and in accordance with health and sanitary regulations, all sales are FINAL and no refunds will be issued under any circumstances.

 

FREQUENTLY ASKED QUESTIONS

 How is She'z Royalty Collection different?

She’z Royalty Collection represents a Queen’s power, beauty, and strength. Our company was created with the vision that every woman is beautiful and deserves to wear stunning luxurious hair of the highest quality. At She’z Royalty Collection, we adhere to a strict and thorough quality inspection process to ensure all of our products are in perfect condition. As the top industry-leading hair company in Toronto, we guarantee luxury at your fingertips that you will be 100% satisfied with. Each strand of our hair is “raw and unprocessed” meaning that it has never been dyed, relaxed, colored, bleached or chemically altered in any way. She’z Royalty Collection has built its reputation for providing only quality long-lasting hair from around the world that is highly recommended for its lustrous appearance, smooth texture, and eye-catching patterns. We guarantee quality and luxury behind each strand and take pride in offering 100% authentic raw and virgin hair that has been hand-picked and collected from each donor with all cuticles intact and fully aligned in one direction from root to tip.

We are your #1 source for the highest quality of luxury raw virgin hair on the market and we have made it our priority to strive for nothing less than perfection.

We invite you to experience The Royal Treatment... 

How many bundles do I need for a custom unit?

The number of bundles needed depends on the type of look the client is going for. Some clients prefer three bundles over two bundles; some prefer four bundles over three. It varies by each client and their desired style. As a general rule we recommend purchasing:

♛ 2 bundles for 8-12” lengths

♛ 3 bundles for 14-20” lengths

♛ 4 bundles for 22-26” lengths

♛ 4-5 bundles for 28-30” lengths

 How much does each bundle weigh?

Each bundle weighs approximately 100 grams or 3.5 oz.

 How do I determine which wig cap size is the right size for me?

Please refer to our sizing chart here for steps on how to measure for the perfect fit!

 Help! I ordered a custom-made unit and it does not fit

All of our custom-made units are tailored according to each client's measurements and include an elastic band and/or wig combs for a more secure fit. We strongly recommend that you provide an accurate measurement on the custom unit form as we are not responsible for inaccurate fittings. Please refer to our wig measurement video here to take accurate measurements. 

 If an item is available for pre-order, can I still purchase it?

Yes! Placing a pre-order will reserve your item for you so once we are back in stock, we will ship your order right away. Many of our popular items may sell out quickly and will temporarily be on backorder. This means that the items are currently out of stock but there are shipments currently on their way to re-stock our shelves. Ordering an item that is currently available for pre-order is a worry-free way to ensure that you will be first in line for new inventory that comes in. These items will automatically ship out as soon as we receive the item. You will be notified via a shipment confirmation email (and a tracking number) once your pre-ordered items have shipped. We will do our best to estimate when items are expected to ship and post this information on the website, as well as update all customers who have purchased pre-ordered items.

  What type of payments do you take?

We currently accept payments through Shop Pay and PayBright. 

You are NOT required to have a credit card in order to checkout through Shop Pay. You can alternately use a Debit Visa card and proceed with completing your purchase. Please note, PayBright currently does not accept Capital One Mastercards.

 Help! I made a mistake on my order. How do I make changes or cancel my order?

She’z Royalty Collection is dedicated to providing all of our Queens with an exceptional customer service experience. If feel that you placed your order in error and wish to make any changes or cancel your order, we will do our best to reasonably accommodate your request prior to shipping your order. Please email us with your request as soon as possible at info@shezroyaltycollection.com.

Please ensure that you are entering the correct shipping address at check out. Once your order is processed, you will be unable to make any changes to your address. If an incorrect address is entered, your order will be refunded.

 What if my package gets lost, stolen, or is late?

She’z Royalty Collection is committed to assisting our customers to the best of our ability. However, please note that we are not liable nor responsible for delayed, damaged, lost, or stolen packages. Please note at times there may be unforeseeable acts of nature and/or other issues that may arise, whereby the shipping carrier may fail to carry out their duties to honor the delivery time. In the rare event that this occurs, we strongly encourage customers to file a claim with the shipping carrier. Please note, we are unable to issue refunds for shipping charges in case of delayed, damaged, lost, or stolen packages.

 My package states that it has been delivered but I have not received it?

All of She’z Royalty Collection’s shipments include signature delivery confirmation on each order to guarantee delivery to the address on file. If the tracking information confirms that your order has been delivered to your address but you have not received it, please contact the shipping carrier for further assistance. We are not responsible for incorrect or misspelled addresses upon check out. It is the responsibility of the buyer to triple check and verify that all information (including address) is correct before placing your order. Please note, due to the high amount and volume of orders, once your order is already processing or has already shipped, we are unable to make any changes to the address.

 Does She'z Royalty Collection offer international shipping?

Yes, She'z Royalty Collection does offer international shipping to most countries. We utilize either DHL or FedEx for International shipping. As DHL and FedEx cannot ship internationally to a PO box or mailing center, we require you to submit a physical address on file.

 Are there duties or customs fees when I receive my items?

All packages imported into your native country may be subject to customs, taxes and/or other fees. Please note, She'z Royalty Collection is not responsible for any applicable customs, duties, taxes and/or fees that may be charged by your country. These charges are not within our control and we have no way of determining what they may be as customs policies/fees vary widely from country to country. For further information, please contact your country's customs office for any charges or rates on packages arriving from another country.

 What if I received the wrong order? 

In the case that you have received the wrong order, please email our customer service team at info@shezroyaltycollection.com and we will gladly help you to resolve the issue. 

She'z Royalty Collection will be responsible for paying the return shipping costs if the return is a result of our error and/or you received an incorrect item.

 What if my items are defective? 

If an item you received is defective please send a clear photo of the defect along with a detailed description to our customer service team at info@shezroyaltycollection.com and we will gladly help you to resolve the issue. 

 Why are She'z Royalty Collection products non-refundable or exchangeable if used or altered?

Human hair products (including raw and virgin hair) are ineligible for returns or exchanges because they are considered a hygienic product. We adhere to these strict policies with respect to our exchange policy, public safety, and health/sanitary regulations. Please note, this is also an industry standard and other hair companies do not allow returns or exchanges of items for the same reasons. 

 Do I have the option to pick up my order in person if I order online?

Yes! She’z Royalty Collection offers all of our Queens the convenience of local pick up. After placing your order, you will receive an email indicating when your order is ready to be picked up. After receiving that email, please contact us at info@shezroyaltycollection.com with your name and order number and please indicate when you would like to pick up your order. Please remember to bring your picture ID and your order confirmation email when you come to collect your order.

 Is there a physical location where I can purchase products from She'z Royalty Collection?

At the moment all purchases must be made online via our website.

 How am I protected against fraudulent orders?

At She’z Royalty Collection we work diligently to protect the safety and security of our customers. All She’z Royalty Collection’s orders are checked thoroughly for fraudulent activity and are subject to fraud risk analysis. If we are unable to verify your payment through the information you have provided us, we will communicate what is needed for us to proceed with the order process. Please note that additional verification and/or payment details may be required. Any fraudulent high risk orders will be put on hold until our team investigates further. Please make sure your billing and shipping information are 100% correct and match the card you wish to use. Any orders with Fraud alerts will not be shipped until all details and information are verified. No exceptions.

Please note, fraudulent chargebacks will not be tolerated and legal action will be taken against all individuals who file fraudulent chargebacks.

 Do you have a privacy Policy and Terms & Conditions page?

Please refer to our Privacy Policy here and Terms and Conditions here as it contains important details about your rights and obligations as well as limitations and exclusions that may apply to you. 

 HAVE A QUESTION?

At She’z Royalty Collection we are committed to providing exceptional customer service and a smooth shopping experience at all times. Our friendly staff is readily available 7 days a week for customer support during the entire purchasing process. Whether it’s a simple question or major concern, please feel free to reach out to us at any time. We are dedicated to complete customer satisfaction. Please reach out to us at info@shezroyaltycollection.com and a customer service representative will be in touch with you within 24-48 hours. 

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