SHIPPING & RETURN POLICY

Shipping

We ship worldwide.

Estimated Delivery Times

Domestic: 3-5 business days
International Orders: 5-7 business days

Please note: Delivery times are estimated and may vary due to customs, local delays, holidays, or peak seasons.

Order & Processing

All Chisuki drops are exclusive and stock-based. This means your unit is prepared and ready to ship at the time of purchase. Due to limited quantities and high demand, once a drop sells out, it will not be restocked. Please secure your unit early to avoid missing out.

Orders typically ship within 1–3 business days, and you will receive a tracking number once your order has been dispatched.

Consumer Rights

These items fall under the EU Consumer Rights Directive, which protects your rights as a retail customer. However, exceptions apply to hygiene-sensitive items once opened or used, in accordance with Article 16(e) of the Directive.

No Refunds or Exchanges

We do not offer refunds or exchanges for wigs due to their customization and hygienic nature. This policy is in line with the EU Consumer Rights Directive (2011/83/EU), Article 16(e), which exempts hygiene-sensitive goods from return once their packaging has been opened. Please review this policy carefully before purchasing.

Return Eligibility

We accept exchanges or refunds only in the following cases:

The item you received is damaged or faulty due to our error
You notify us within 3 days of delivery via email info@chisuki.com

Please note: We do not accept return claims submitted through social media DMs. We do not accept return or complaint communications submitted via social media platforms (e.g., Instagram, TikTok).

Wig packages may be opened for basic visual inspection only. Items must be unused, untampered with, and returned in their original packaging. This means they must not be worn, cut, styled, installed, or altered in any way. Any sign of use or modification will void eligibility for an exchange or refund, in accordance with hygiene regulations.

All claims must be supported by clear photo or video evidence and will be assessed on a case-by-case basis. We aim to review and respond within 3 business days.

Custom Orders

All custom wig orders are final sale and non-refundable. This includes any wig made to the customer’s specifications, such as custom length, color, lace, or cap construction, in accordance with Article 16(c) of the EU Consumer Rights Directive (2011/83/EU).

Due to the individual nature of these orders, cancellations are not permitted once production has begun. If a cancellation is requested before production begins, a cancellation fee may apply. You will be notified of the applicable fee at the time of cancellation.

Customer Responsibility & User-Induced Damage

We are not responsible for damages resulting from improper use, lack of maintenance, or customer negligence after delivery. These forms of damage are considered user-induced and are not eligible for refunds or exchanges.

We are also not responsible for any damage resulting from physical or chemical alterations made after delivery, including bleaching, dyeing, plucking the lace or hairline, cutting baby hairs, trimming, or applying adhesives. These actions are considered user modifications and will void eligibility for refunds or exchanges.

Chisuki wigs are delicate items and should be handled with care. Customers are expected to understand the characteristics and care requirements of human hair wigs before purchase. If unsure, we recommend seeking professional guidance.

By purchasing, customers confirm they understand the nature of wigs, including their characteristics, texture, color variation, styling needs, installation methods, and maintenance. We do not offer refunds or exchanges based on misunderstandings about product usage or dissatisfaction with results following alterations.

Color, Texture & Styling Disclaimer

All Chisuki wigs are made from 100% human hair sourced in Asia. Due to the natural qualities of human hair and the handmade process, slight variations may occur in texture, density, or behavior. Each customer may experience different results based on their styling methods, product use, and maintenance. These natural differences do not constitute faults.

Please note: Due to photography lighting, screen resolution, or natural variation, hair colors may appear slightly different in person. These differences are normal do not indicate defects.

Shipping Policy & Disclaimer

1. Changes to your order:
Once your order has been shipped, we are unable to modify the delivery address, shipping method, oritems within the order.

2. Verify your shipping address:

Please ensure that your shipping address is accurate before completing your order. We are not responsible for, and do not replace or refund, orders delivered to incorrect or incomplete addresses.

3. Lost, stolen, or missing packages:

Once an order is shipped, we are no longer in control of its delivery. If your package is lost, stolen, or delayed, please file a claim with the courier directly.

4. Refunds on ''delivered'' orders:

We do not issue refunds for orders marked as “Delivered” by the courier. If tracking shows your order was delivered but you have not received it, we recommend contacting your local courier or post office to open a claim.

5. Tracking numbers:

A tracking number will be sent to the email address provided at checkout once your order has shipped. Please allow up to 48 hours for tracking number to update.

Returns & Exchanges

The customer is responsible for all return shipping costs, unless otherwise agreed.
A valid tracking number must be provided for all returned items.
Refunds or exchanges will only be issued after the returned item has been received and its condition confirmed through inspection.

KVK 95314865

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