FAQ & Policies
Frequently asked questions
Q: How long will my purchase take to ship?
A: Please allow 1-3 business days for your order to ship. If there are any delays you will be notified via email or text regarding your order. During Sales/ promotions please allow up to 7 business days to ship.
Q: How long will my Pre-Order take to ship?A: Please allow 7-20 business days for pre orders. Once your purchase has shipped you will receive shipping confirmation via email or text (whichever method selected at checkout).
Q:how long does shipping take ?
A: We ship Via UPS and occasionally USPS, standard shipping takes 2-4 business days. We also offer Next Day Air option through UPS. Shipping updates are provided to each customer after purchase via email. (Please check your spam mail in case you haven't received updates in your primary mailbox). Please note that processing time is not included in shipping.
Q: Are your wigs Glueless?
A: All closure wigs are glueless. Frontal wigs are not glueless.
Q: I would like to cancel my order?
A: Once your order is submitted, your order can not be canceled or refunded. We encourage our customers to review their order details carefully before submission of order.
Q: What orders are signature required?
A: Most orders are signature required.
Q: Do you ship internationally?
A: Yes, we offer international shipping.
Q:Do you offer refunds?
A: We do not offer refunds. In the event of a mistake on our behalf we will offer exchanges of product only.
Q: Do I need to provide measurements?
A: Please review each product description, the size of each unit is listed. It is highly recommended that prior to purchase you book a private virtual 1 on 1 consultation, if you need help with measurements or simply need help deciding on what unit is best for you.
Q: My Package was lost/ stolen? What do I do next?
A: No worries, in order to prevent stolen packages we require a signature. If your package is lost or damages please fill out a claim online with carrier and send us a email including your order number and claim number. Please note that WE ARE NOT RESPONSIBLE FOR LOST OR STOLEN PACKAGES. Shipping carrier will be responsible for refunds.
Q: I will not be home when my order will be delivered, what can I do to ensure I will receive my order?
A: If you will not be home during time of delivery, arrangements can be made for package to be held at your local post office. This step is done by customers ONLY.
Q: I've received the wrong order, what do I do?
A: If Vella B’s Extensions ships incorrect order to customer, customer must return order (we will cover shipping cost) in original packaging within 3 (excluding Sundays and holidays) business days Otherwise return will not be accepted. Once package is returned to us you will be emailed a E-gift card (for product value) for a future purchase or replacement will be sent out.
Q: Does my Billing and Shipping Address have to match?
A: Yes, Billing and Shipping address must match in order to complete transaction. In case there is an issue with order, VELLA B’S EXTENSIONS reserves the right to request additional payment and shipping verification or cancel order after an order is submitted.
Q: After I've submitted my order, can I make changes?
A: Our goal is to ship orders as quickly as possible, there may not be an opportunity to make changes. However, if order has not been shipped we will offer a store credit to resubmit order with desired changes. In case order is made during a sale, we highly recommend customers to resubmit order during Sale. Please note that we will not honor sale price once sale has ended.
100% payments are due at time of purchase. Credit card fraud and theft of our merchandise will be lead to prosecution to the fullest extent of the law