Emporia Sandton

Frequently Asked Questions

Can I color the hair

yes our hair is 100% virgin hair and is safe to be colored, provided its been done with safe products and done by a professional

How can I apply to be an ambassador

we currently do not need an ambassador, but once we do , we will update on our media pages

Is there an option to pay for a rush order to speed up the process

its important to understand that every order has a fine delicate process, thats from the time you have paid , to the craftsmanship behind the product. good things come to those who wait and it will be definitely worth the wait. due to our way of processing the order , unfortunately we do not take extra payments for rush orders

What happens if I receive the unit/hair and I am dissatisfied, can I return it

in an unlikely event you receive the package and you are not happy with the product, you may return the package within 7 days after receiving it , provided you have followed the returning guidelines under our return policies. make sure you have ordered the correct product, have read and understood the policies

Do you offer bulk sale for resellers if so is there a price list

we do not have a stock price list as we do not offer bulk sales for resellers however we do offer a discounts depending on how much is being purchased

Are laybuy options available

unfortunately we do not offer laybuy due to the nature of our ordering process

How do i pick the lace options

here at emporia we have 3 lace options , picking one will be dependent on what results and looks you would like from the the unit and ultimately the availability.

we have 3 types of lace

standard lace - medium brown
truecolour- transparent lace
truecolour plus - invisible lace

kindly find more information about these lace options on the website

How long will my wig last

all units has a long life span depending on how they are taken care of . our wig units are made from closures/frontals that will need to be replaces often as the lace will bald however , the bundles are reusable and its essential they are well maintained. the longevity of your wig purley relies on you , your lifestyle & how well your care for her. your wig is a carefully crafted hand made art piece that has been made with the highest quality in craftsman ship. however if you dont care of her properly the life of the unit will be shorter - brush her every day gently - wash her when she starts to feel dull ( on average once every month is great but if you are working out , using lots of product or sweating alot then wash her when she feels a bit dull or dirty ) - use quality shampoo & hair masks to retain the moisture of the hair

How long will it take to receive my order

all orders take between 5-15 business days to prepare ( colour designs may have an additional extended waiting period) . delivery is dependent on the shipping company and address

Im scared the wig wont fit

we use 3 size mannequin heads to construct wig units
21- small size head
22- average size head
23- large size head

Can I walk in and try on an emporia unit or come view the hair

unfortunately not, we have a studio set up accommodating installations and hair fittings after purchasing the unit. everything is done 100% online as we do not have any shop fronts that allow customers to walk in. we have put so many educational videos on our product & love speaking with you on the phone. if you are unsure of anything call us and we can have a phone consultation with you! the contact details are in contact us section of the website

This is my first wig and I dont know what to do

no problem bella! thats why we have a dedicated customer service team that will give you personalised and detailed customer support. call us & we can guide you through choosing,ordering and wearing you wig. all of our wigs are read to wear the moment they arrive, we do everything to the unit before we ship so she is ready to slay!

My promise for now and forever is to provide a truly amazing and quality experience from the beginning to the end

Love Angellmk

xoxo

Policies

Shipping policy

1. Customer has option of collection through an arranged appointment
2. Shipping confirmation and tracking information will be sent via email as soon as your order departs our facilities. *Please note that once packages have left our facility and received by Aramex, courier guy, DHL or through postnet . Once you have received your tracking information, the customer has the responsibility to track, trace and communicate with the above companies regarding their package
3. Our standard shipping frame is between 7-14 business days (Monday to Friday and it excludes holidays) after 48 hours payment processing time. *Processing time is subject to change due to unforeseen circumstances. All orders are subject to fraud risk analysis.*
4. We will not be held liable for any delays due to incorrect shipping & billing addresses.
5.Emporia Sandton will not be held accountable for any packages lost or delayed in transit. Transit insurance is available upon request.
6.During this Covid-19 pandemic, the supply chain is severely broken, kindly note that wig preparation turn around time may extend or differ from our usual 7-14 business days.
7.NO EXPEDITED SHIPPING.

Return /Exchange Policy

Refund Policy & Terms

By completing your purchase, you acknowledge that you have read, understood, and agreed to the following Refund Policy & Terms.

1. Change of Mind

Refunds will not be granted due to a change of mind.

Where a refund is approved under exceptional circumstances, you acknowledge that the refund is subject to a processing period and cannot be processed immediately. The applicable refund timeframe will be communicated to you once the refund has been approved.

Where applicable, an approved refund may be issued in the form of store credit or a voucher rather than a cash refund or refund to the original payment method.

2. Product Dissatisfaction

If you are dissatisfied with your purchase and wish to request a refund, the product must first be returned to us for assessment and inspection.

A refund decision will only be made once the assessment has been completed.

If your refund request is approved, the value approved may, at our discretion and where permitted by applicable law, be provided as store credit or a voucher to be used toward a future purchase instead of a cash refund or refund to the original payment method.

Any approved refund or credit will be subject to the communicated processing timeframe and cannot be issued immediately.

3. Used Products

A wig is considered used once any of the following has occurred:

* The lace has been cut.
* The wig has been worn.
* The wig has been styled, washed, coloured, altered, or modified in any way.

As used wigs can no longer be sold as new, they are not eligible for a full refund, subject to any rights you may have under applicable consumer law.

If you are dissatisfied with a used product, it must first be returned for assessment. Following inspection, you may qualify for a partial refund or store credit, depending on the condition of the wig and the circumstances of the complaint.

Any approved amount will be determined based on the outcome of the assessment and the condition of the returned product and may be issued as a voucher or store credit rather than cash.

4. Refund Method & Processing

All approved refunds are subject to our refund processing timeframe and cannot be processed immediately.

Approval of a refund does not necessarily mean that a cash refund will be issued. Where permitted by applicable law, Emporia reserves the right to issue an approved refund in the form of store credit or a voucher, which may be used toward a future purchase.

The applicable refund method and processing timeframe will be communicated once the assessment and refund decision have been completed.

We appreciate your patience while your refund is being processed.

⸻

Customer Acknowledgement

By completing my purchase, I confirm that I have read, understood, and agreed to the Refund Policy & Terms, including that:

* Change-of-mind refunds are not accepted.
* Products returned due to dissatisfaction are subject to assessment before a refund decision is made.
* Used wigs are not eligible for a full refund and may only qualify for a partial refund or credit following assessment.
* Where permitted by applicable law, an approved refund may be issued as store credit or a voucher instead of cash or a refund to the original payment method.
* All approved refunds, vouchers, and store credits are subject to a processing period and cannot be issued immediately.

Cancellation policy

Orders cancelled after 24hours are subjected to 5% transactional fee from the total amount and payout takes 3-5 working days to be processed
Orders cancelled after 48hours are subjected to 5% transactional fee and 5% cancellation fee from the total amount which makes a total of 10% and payout takes 3-5 working days to be processed.
All Demo products sales are final
Bundles that are bought individually and not as wigs cannot be returned for a refund or an change
Wig units with bangs cannot be returned for a full refund or exchange as the units can be worn without cutting the lace.