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Store Policies


The following item(s) are addressed on this page. You may click on each link to jump to the corresponding section:

Brief Privacy Policy
Secured Shopping
Payment Options
Online Order
Wig and Hair Services
Custom Orders
Changes to Order
Return Policy
Exchange Policy
Product Eligibility
Exchange Fees
Shipping Costs on Exchange
Request an Exchange
Exchange Package
Store Credits, Coupons and Gift Certificates
Shipping Addresses
Shipping Information
International Shipping
Shipping Insurance
Priority Handling
Cancellation Fees
Order Processing
Delivery Dates
Non-deliverable Orders and Reshipping Orders
In Stock Payment Plan
Partial Payment
Non Payment
Track Your Order
Shipping Delays
Hair Studio Appointments
Fraud and Theft
Right to Serve and Account Termination
Wholesale and Drop Ship
Policy Changes

Brief Privacy Policy’s policy is to respect and protect the privacy of our users. All personal information collected on this site is kept strictly confidential and not sold, reused, rented, disclosed, or loaned. Your personal information is used exclusively for the purpose of fulfilling your order and making your buying experience a success. Strict guidelines are adhered to in order to keep your personal information private. In an effort to provide the best service to our clients, periodically sends out special offers and discounts via electronic notice (email). At any time you may unsubscribe to our notices by sending an unsubscribe email to .

The complete privacy policy may be found by clicking here. (You will be taken to another page on this site.)

Secured Shopping
To ensure your shopping experience is safe and secure, our site is designed to use 128–bit Secure Socket Layer (SSL) encryption. This encryption keeps your personal information, including your credit card, secure from theft. Our site is also actively monitored 24x7 to make sure that we are always open, safe and ready for shopping.

Payment Options
We accept Western Union, Money Gram, Money Order, Personal Check, Cashiers Check, Visa, Mastercard and Discover directly through our secured website. All orders placed with the payment option of Western Union or Money Gram are held for three (3) consecutive days. If payment is not received for the order with this payment the order is canceled and items are returned to stock. All orders placed with the payment option of Money Order, Personal Check or Cashiers Check will be held for five (5) consecutive days. If payment is not received for the order with this payment the order is canceled and items are returned to stock.
We accept all credit cards (including American Express), and check through PayPal. PayPal is free. You do not need to have a PayPal account in order to pay with PayPal.

All Credit Card charges will appear as Lace Locs or

NOTE: Credit cards payments made directly through our secured website are authorized then charged upon order shipment. If we are unable to fulfill our obligation to ship any order, we will refund the amount charged to the original credit card.

Online Order
We use a secure server for your privacy and security. Online payment using the above mentioned credit cards can be made in the following way:
1. When you are ready to check out, you will be taken to a secure page and section of this site.
2. You will be asked to Create An Account if you do not have one. If you do have an account you will be asked to log into your account.
Wig and Hair Extension Services
It is requested that your wig or hair extension be sent to us clean before services excluding Intensive Cleaning be preformed. If your hair extension or wig is found to be unclean we will intensively clean your hair extension or wig and charge you for this service and any other services related. This charge must be paid before your hair extension or wig is returned to you.

Custom Orders
A custom order is a contract between you the customer and Lace Locs (

The time frame of Custom Orders of all forms of hair (e.g. wig, frontal, bulk, etc.) change from time to time. Please refer to the custom order form for approximate lead times.
Rush Orders
As a courtesy to our customers we offer rush service in 35, 30, 25 and 20 calendar days. If your rush custom order is placed on Thursday, Friday, Saturday, Sunday we round your actual order date to the following Monday (after order placement). This gives allowance for hair to be received in order to make your rush custom order and accounts for our store hours of operation. Rush Order days are the number of days your custom hair item is crafted. It does not include shipping time to you. In the event of an exchange on a rush order placed, the rush order service fee is non refundable.
We are unable to perform Rush service on thin skin, silk top or any heavy density requests. Rush Order requests for all forms of hair extensions that contain more than two (2) colors will still be given priority but any days exceeding the Rush Order timeframe will not be credited for days over or refunded.
Any non payments and slow payments (placing a deposit or partial payment on a custom order and at completion failing to pay the remaining balance of the custom order within two (2) days after notification of custom order completion) on Rush Orders where the Rush Order exceeds the Rush Order timeframe (35, 30, 25 or 20 calendar days) will not be credited for days over or refunded.

Any errors made on custom orders will be corrected at our expense. These corrections include craftsmanship, texture, length and color but excludes complete replacement or remake.

Changes to Order
Excluding Rush Orders, a fee of $25.00 will automatically be charged for any changes or modifications you request to your custom order after the order is placed. This includes item(s), color, payment, shipping, or coupon redemption changes. Changes may not be made after 2 calendar days from the date of order placement. Rush order changes can not be made.

Return Policy
All custom hair orders are final sales.
All Diva Deals are final sales.
You have five days from the day you receive your in stock lace front wig, full lace wig, thin skin wig or hairpiece to exchange for another wig. If the difference in cost is greater than your original purchase less discounts, you must pay the difference. If difference is lesser than your original purchase the balance is issued as a store credit good toward all products and services.

An RMA (Return Material Authorization Number) is needed for every return. Guidelines are listed below.

Unfortunately, we do not honor returns for haircare products and accessories (e.g. adhesives, shampoo, etc.).
Our return and exchange policies pertain to purchases made on

Please keep in mind that any service modification (e.g. color and cut) done to an in stock hair item (human hair or NaturoSynthethic™ hair) is a final sale (no exchanges or returns). Please be sure that you understand and agree to this before proceeding.

NOTE: Unauthorized returns will incur a 50% unauthorized product return fee plus the cost of shipping. and/or may be Returned to Sender package unopened. This 50% unauthorized product term fee is equal to one half (1/2) the product cost including tax if applicable. Shipping charges will not be refunded. We are happy to accommodate exchanges. If you wish to exchange your item(s) please follow our exchange policy below.

Exchange Policy
We want you to be satisfied with your order. We allow one exchange per item(s) – please read fee section below. Please be aware: Unauthorized and ineligible exchanges will incur a 50% unauthorized product return fee in addition to the cost of shipping. To avoid this fee please adhere to the following exchange guidelines.

Product Eligibility
Eligible item(s): must be in original and perfect condition (unaltered, unworn, undamaged, lace or think skin uncut and with tags attached) and in original packaging.

Item(s) not eligible for exchange: All Custom Hair Orders (human hair or NaturoSynthethic™ hair), Last Call, Diva Deals, Clearance, Bargain, Discontinued, Accessories, Hair Care Products, Special Orders and Wholesale Orders and otherwise noted.

If item(s) have been altered, cut, worn, damaged, or tags/packaging tampered with, products will be ineligible and deemed unauthorized. We reserve the right to refuse an exchange thus deeming the purchase as unauthorized and a final sale.

Please keep in mind that any color modification done to an in stock human hair or NaturoSynthethic™ hair product is a final sale (no exchanges or returns). Please be sure that you understand and agree to this before proceeding.

Exchange Fees
Lace Locs offers Hassle–free exchanges! If you are not happy with your lace front wig, full lace wig, thin skin wig or hairpiece selection, have notified us within 5 calendar days including the date of receipt, wish to exchange for a different wig and have received a RMA number from, the 30% restocking fee will be waived for your first exchange with RMA authorization. All RMA authorized first exchanges made after this 5 calendar day period, regardless of reason will incur a 30% restocking fee. Second exchanges must be made within 5 calendar days (including the date of receipt). All RMA authorized second exchanges made within this 5 calendar day period will incur a 40% restocking fee. Second RMA authorized exchanges beyond this 5 calendar day period and all exchanges greater than second exchanges will incur a 50% restocking fee, regardless of reason.

If you receive style/color help from our experts and the suggestions are not satisfactory, exchange fees and/or handling fees are not waived. Please choose carefully. Charges required to complete exchanges are made on the credit card submitted in the original order. Balances are issued as store credit only. These credits never expire and can be used at any time.

Shipping Costs on Exchange
Shipping charges will apply. We ship via the method chosen on the original order, unless instructions in the exchange package specify otherwise.

How to Request an Exchange
Requests for exchange must be made within 5 calendar days of receipt of item(s). Exchanges must be pre–authorized by with an RMA (Return Merchandise Authorization) Number. Without an RMA the item(s) will incur a 50% unauthorized product fee and/or may be Returned to Sender package unopened. If your item(s) is Returned to Sender, we are not responsible for the successful redelivery of your item(s) back to you. If your item(s) happens to be lost or damaged by the original carrier (the carrier you chose during your return shipment) we are not responsible or liable. To ensure your exchange goes smoothly, please do the following only after you are sure your item(s) is eligible:

1. Complete this form to request your RMA number. You will receive an email with your RMA number and instructions on how to exchange and return the product. Please allow up to 2 business days for response.
2. If order was placed by phone or mail and there is no access to email; please call our Customer Service Department between 10:00 AM to 9 PM CDT Monday through Saturday at +1.866.939.WIGS (9447) and press option 2 for a customer service associate.
3. Exchange item(s) must be returned to Lace Locs within 5 calendar days from receipt of the RMA number.

Once Lace Locs receives your exchange package, please allow up to 10 business days for the exchange process to complete.

How to Prepare Your Exchange Package
Outside of Package:
1. The RMA number must be clearly marked on the outside of the shipping box. Packages with no visible RMA will be Returned to Sender.
2. Ship item(s) in a sturdy cardboard box as damaged packages are ineligible for exchange.
3. Send package to:

Lace Locs
550 N Central Expy, #655
McKinney, Texas 75070– USA

Inside of Package:
On a blank sheet of paper please include the following information in your exchange package:
4. Your original order number.* Very Important
5. The reason for exchange along with the style name, number, and color of the desired replacement piece.
6. Your full name and address, daytime phone number, and email address.

Store Credits
Credits are issued as store credit only. Store credit is valid for the purchase of any item(s) on or Lace Locs hair studios, including shipping costs. We do not issue any cash, check, or credit card refunds. To redeem store credit you must phone in to +1.866.939.WIGS (9447) (select option 1) and place your order with a sales associate or place your order online at Store Credits are valid for one year from date of issue. After one year any unused credit will be forfeited.
Coupons and Gift Certificates
Lace Locs ( reserves the right to honor or not honor any of our coupons, gift certificates and discount codes. Additionally, we have the right to remove coupons, gift certificates and discount codes from any account made on

If a back-order occurs on your item(s), you will be placed on a priority wait-list. We will promptly ship item(s) upon arrival. In addition we will inform and update by email with the estimated arrival date. If back-ordered item(s) are not received in a reasonable length of time, please contact us; +1.866.939.WIGS (9447) (select option 2) or email .

Shipping Addresses
We only ship to the billing name and billing address on file with your credit card issuing company.

Shipping Information
While we allow you the option to select your carrier we reserve the right to use another carrier with comparable, trackable service for your shipment (example, we may choose to substitute USPS for UPS to some areas and we may use Fed Ex for international shipments).

Packages unable to be delivered because of customer errors in addressing, no response from a recipient after multiple delivery attempts or refused by the recipient will be returned to Lace Locs by our carrier. A $10 return shipping fee is charged by our carriers for this service and will be deducted from any refund processed on a returned package.

International Shipping, Duties and Taxes
 Orders shipped to address outside of the United States are not subject to any sales taxes, but may be subject to applicable import duties, taxes and/or fees. Any such import duties, taxes and/or fees are solely the responsibility of the purchaser and are not included in the price of the product and/or any shipping charges.

For more information on importing goods into your country please contact the appropriate agency or service in your area.
We are not responsible for any duties, taxes, or additional charges that may be charged by Customs for any International deliveries.

Shipping Insurance
All orders with the shipping method of the United States Postal Service (USPS) are not automatically insured. We do not insure item(s) sent through the USPS. USPS insurance is optional and chosen at the discretion of the customer. Electing or not electing insurance is the decision of the customer. Lace Locs will not be held liable for uninsured item(s) that arrive damaged or become lost through the USPS. These item(s) will not be replaced. USPS insurance rates are shown during the checkout process. All item(s) shipped through United Parcel Service (UPS) and FedEx are automatically insured by Lace Locs We reserve the right to request signature upon delivery for any order.
Priority Handling
Priority handling is an optional service. All requests for priority handling will incur additional charges. All charges for priority handling are nonrefundable.

Cancellation Fees
Partial payment orders will incur a 50% cancellation fee. This 50% cancellation fee is calculated on the order grand total (including shipping and taxes if applicable).
For any shipments returned to us, (e.g. due to a bad address, unable to pick up from delivery service, refusal upon delivery, etc.) there will be a 75% cancellation fee charged plus the charge for shipping. Shipping charges are non refundable. The 75% cancellation fee will be charged off the subtotal of the order excluding shipping but including taxes if applicable. The summary of the Cancellation Fee is 75% of the Subtotal + applicable taxes + shipping fees. Cancellations may not be made on custom human hair or NaturoSynthethic™ hair products.
Order Processing
Accessory orders are processed within 24 hours of order placement. Contingent on in stock availability, orders are generally shipped within 24 hours of processing. Once shipped, orders arrive within the time frame for the shipping method selected (UPS, Federal Express, USPS) on the order form or during the checkout process.

NOTE: Credit cards are charged upon order placement. If we are unable to fulfill our obligation to ship any order, we will give a store credit for the amount of the order unfulfilled. Incorrect billing information and/or shipping to an alternate address may cause shipping delays, as information must be verified. Prices, specifications, and availability of products are subject to change without notice. Any typographical, photographic, or specification error in products or pricing is subject to correction. We will notify you of any corrections or changes and ask for your approval before we complete your order.
Delivery Dates
Delivery dates cannot be guaranteed. If you must receive your order by a specific date, please contact us in advance of purchase to see if special arrangements can be made.

Nondeliverable Orders and Reshipping Orders
Customers must be available to accept their shipment at time of delivery. If a shipment becomes undeliverable, and any extra expenses are incurred and/or shipment is returned to sender, the customer will be held responsible for any such extra costs associated with the undeliverable shipment as well as all costs to re-ship the order.
In Stock Payment Plan
Any down payments in association with the In Stock Payment Plan are nonrefundable when the balance of the In Stock Payment Plan is not paid in full within seven (7) calendar days from the Down Payment or In Stock Payment Plan order date.
Partial Payment
Any incomplete or partial payment on an order (excluding custom orders) will incur an additional 25% storage fee of the order grand total if the order grand total is not paid in full within three (3) days from order creation date. This 25% storage fee is nonrefundable.

Non Payment
Non payment is defined as placing a deposit or partial payment on a custom order and at completion failing to pay the remaining balance of the custom order within 2 days after notification of custom order completion. Notification of custom order completion will be an email sent to you from us ( or a phone call to you at the number you provided during the time the order was placed. We will not be held responsible for emails that arrive in your bulk, junk or spam mail folders, full email accounts, invalid email addresses and undeliverable emails to you. We will not be held responsible for invalid phone numbers you provide. reserves the right during nonpayment of an order to charge the card on file for the remaining due and to ship your item(s) to you and/or to sell your custom order to recoup this financial loss if no payment is received within the defined 2 days after notification. A 50% restocking fee of the remaining, unpaid balance will be charged when a custom order is defined as non payment. Additionally, the down payment will not be refunded.

In the event of a special offer where a low deposit is accepted such as $100 down (for example) on a custom order and the custom order is defined as non payment after custom order completion, we reserve the right to do the following: 1) charge your credit card the balance due plus the 25% storage fee and ship the item(s) to you. 2) charge your credit card the 50% restocking fee. The restocking fee is calculated on the remaining, unpaid balance of the order which includes shipping and taxes if applicable. 3) keep the full deposit and pursue you in a court of law for the balance. Additionally, we may sell your human hair or NaturoSynthethic™ hair product to another customer to recoup our financial loss.
When a custom order is sold due to non payment, you may purchase your custom order for the advertised price. This advertised price may be higher or lower than the custom order price.
If a customer does not pay for any Installment Plan within two days of order completion and notification the customer will not be able to utilize any Installment Plan in the future.
Any Non Payments and Slow Payments on Rush Orders where the Rush Order exceeds the Rush Order timeframe (35, 30, 25 or 20 calendar days) will not be credited or refunded.

Tracking Your Order
Please check the inbox, bulk, junk or spam mail folders of the email address associated with your account for shipping confirmation with tracking information. If you have not received a shipping confirmation email please email or call toll free +1.866.939.WIGS (9447) (select option 2).

Shipping Delays
We are not responsible for late shipments due to holidays, weather, natural disasters, or carrier delays. Please keep in mind holidays do not count as a business day and should be considered when calculating shipping times. Please visit our FAQ for our list of company recognized holidays. If you need additional information, please email .

Hair Studio Appointments
It is important that you arrive for your appointment on time, as late arrival causes additional waiting time for others. If you arrive more than fifteen minutes late you will be asked to rebook your appointment for another time. If you have booked an appointment and then find you cannot keep it, please let us know as soon as possible. Cancellations made the same day of the appointment will incur a $50 cancellation fee.

Fraud & Theft
Detailed fraud information may be found by clicking here. (You will be taken to another page on this site.)
Right to Serve and Account Termination
Lace Locs ( is not a publicly traded company. Therefore we reserve the right to decline service to any person(s) for any reason and without reason.
We reserve the right to terminate your account and restrict your use of this site if we have reason to believe you have violated any of our terms and conditions and store policies, including providing us with false information.
Chargeback: A charge to the customer that is reversed by the credit card issuer.
 Lace Locs will pursue chargebacks to the fullest extent of the law. Customer will be liable for all collection and legal expenses incurred in the collection of funds owe to Lace Locs for services rendered, item(s) purchased or received or breach of contract. Additionally, customer will be liable for all merchant processing fees incurred due to chargeback initiation, investigation and decision. Customer concedes that Lace Locs will pursue and enforce these terms to the fullest extent of the law.
Wholesale and Drop Ship
Wholesale and Drop Ship custom hair (human hair and NaturoSynthetic) are final sales. Wholesale and Drop Ship accessory orders are final sales. All digital photographs are final sales. Defective photograph(s) will be replaced with same working photograph(s). If there is a problem with one of the digital photograph(s) or if you experience any difficulty with its download, we will gladly fix the problem.

Policy Changes
Lace Locs reserves the right to amend, modify or change the Terms of Conditions (Terms of Use), Store Policies, and Privacy Policy at any time and without notice.


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