Frequently Asked Questions

Welcome to The Ella Experience FAQ. We’ve answered our most common questions about customization, choosing your hair, processing, shipping, exchanges, store credit, installation, and care.

If you still need help after reviewing the information below, our team is happy to assist.

Custom Orders & Special Requests

Can I customize my order if I want a different texture, color, or construction?

Yes. We offer custom-order options for customers who want something different from the standard selections shown on our website.

If you are looking for a different hair texture, color, length, density, cap size, or wig construction

please contact our team before placing your order.

We may be able to create a custom unit based on your desired look and specifications.

Because custom requests vary, pricing and processing time may differ from the standard product shown on our website.

I don’t see the exact texture, color, or construction I want. Does that mean you don’t offer it?

Not necessarily.

The options displayed on our website represent our standard selections, but additional textures, colors, constructions, and custom combinations may be available by request.

If you do not see exactly what you are looking for, contact us before placing your order.

Inspiration photos are welcome and can help our team better understand your desired look.

Can you recreate a wig or hairstyle from an inspiration photo?

In many cases, yes.

You may send us an inspiration photo showing the texture, color, length, density, construction, or overall look you would like.

Our team can review your request and let you know what customization options may be available.

Inspiration photos are used as references only. Because human hair is a natural product and styling may vary, we cannot guarantee an exact duplicate.

How do I request a custom order?

Contact our customer support team before purchasing and include as much information as possible, such as desired product or wig type, and other important specifications

Our team will review your request and provide information regarding availability, pricing, and estimated processing time.

How long do custom orders take?

Custom and Signature units generally require 10 to 21 business days of processing.

Highly customized orders may require additional time. If so, our team will communicate the expected timeframe.

Can I exchange a custom order or receive store credit?

Custom, Signature, personalized, and altered units are generally final sale once production or customization has begun.

Because these products are created specifically for the customer, they are not eligible for exchange or store credit unless The Ella Experience confirms that an incorrect or qualifying defective item was provided.

Please review all custom specifications carefully before purchasing.

Orders & Processing

How long does it take to process my order?

Processing times depend on the type of product ordered.

Accessories & Select In-Stock Products
1 to 3 business days

Ready-to-Ship Hair & Wigs
3 to 7 business days

Standard / Made-to-Order Hair & Wigs
5 to 15 business days

Custom & Signature Units
10 to 21 business days

Business days are Monday through Friday and exclude weekends and observed holidays.

Processing time is separate from carrier shipping time.

What does “processing time” mean?

Processing time is the period required to prepare your order before it is handed to the shipping carrier.

For made-to-order and custom products, this may include preparation, construction, customization, quality checks, and packaging.

When will my order ship?

Once processing is complete, your order will be transferred to the carrier.

You will receive a shipping confirmation with tracking information once your package ships.

Can I change my order after I place it?

Depending on the status of your order, we may be able to update certain selections such as length, texture, color, density, cap size, or shipping address.

Changes are not guaranteed once processing or production has begun and may require an additional charge.

Can I cancel my order?

No. Orders cannot be canceled once they have been placed.

Many of our products begin processing shortly after purchase or are prepared specifically for each customer.

Please carefully review your product selection, specifications, customization options, and shipping information before completing checkout.

If you notice an error after ordering, contact us promptly. We may be able to assist with certain modifications before production begins, but order cancellation is not available.

Shipping

Where does The Ella Experience ship?

We currently ship within the United States only.

We do not offer international shipping at this time.

Do you offer free shipping?

Yes. Qualifying wig orders receive complimentary standard U.S. shipping.

Expedited or upgraded shipping services, when available, may require an additional fee.

Does expedited shipping make my order process faster?

No.

Expedited shipping only affects carrier transit time after your order has completed processing.

It does not shorten production or processing time.

Can you guarantee delivery by a certain date?

We recommend ordering well in advance for birthdays, weddings, graduations, vacations, photoshoots, and other special events.

We cannot guarantee delivery by a specific date unless that commitment has been expressly confirmed by our team in writing.

How do I track my order?

Once your order ships, tracking information will be sent to the email address or phone number associated with the order.

Please allow the carrier time to register the first tracking scan.

My tracking says delivered, but I don’t see my package. What should I do?

We recommend:

Checking around the delivery location.
Asking household members or neighbors.
Checking with your front desk, mailroom, or property management.
Allowing up to 24 hours in case the carrier scanned the package before final placement.
Contacting the carrier for additional delivery information.

If the package still cannot be located, contact our support team so we can help review the available tracking information.

What happens if my package is lost or arrives damaged?

If your shipment arrives damaged, retain the product, original packaging, shipping box or mailer, and shipping label.

Please also take clear photographs of the damage.

Our team will review the situation and determine the appropriate next step.

Exchanges & Store Credit

Do you offer refunds?

No. The Ella Experience does not issue refunds.

All approved merchandise resolutions are provided through exchange or store credit, subject to eligibility requirements.

Can I send an item back for an exchange or store credit?

Eligible Ready-to-Ship and select Standard products may be sent back for an approved exchange or store credit when the request is submitted within 3 calendar days of confirmed delivery.

The product must remain unused and in its original condition.

What condition does the product need to be in?

To qualify for an approved exchange or store credit, hair must be:

Unworn
Unwashed
Uncut
Uncolored
Unbleached
Unaltered
Free from styling products
Free from oils, fragrance, makeup, and adhesive
In its original packaging
Returned with all applicable security tags, bands, seals, and lace intact

Products showing signs of installation, wear, manipulation, or alteration are not eligible.

Who pays return shipping for an exchange or store-credit request?

Unless the issue resulted from an error by The Ella Experience or a confirmed qualifying defect, the customer is responsible for the cost of shipping the product back to us.

We recommend using a trackable shipping method.

When will my store credit be issued?

Approved store credit will be issued after the product has been received and inspected.

Sending a product back does not automatically guarantee approval. The item must meet all eligibility requirements when inspected.

What if the exchange item costs more?

The customer will be responsible for any price difference.

What if the exchange item costs less?

Any eligible remaining balance may be issued as store credit.

What if I received the wrong item?

Please include:

Your order number
Photos of the item received
Photos of the packaging
Product label, if applicable

Do not install, wash, cut, color, or alter the product.

If we confirm that the wrong item was sent, we will arrange an appropriate replacement or exchange at no additional product cost to you.

What if my product arrives damaged or defective?

Please provide clear photographs and, where helpful, video showing the concern.

Do not install, wash, color, cut, bleach, style, or otherwise alter the product before we review it.

If a qualifying manufacturing defect is confirmed, the appropriate resolution may include : repair, replacement, exchange, or store credit

Choosing Your Hair

How do I know which product is right for me?

The best option depends on your desired amount of leave-out, styling preferences, experience level, and coverage needs.

Half-Wig
Great for quick everyday wear and easy blending.

V-Part Wig
Great for minimal leave-out and a natural blend.

U-Part Wig
Great for customers who want more leave-out and styling flexibility.

Closure Wig
Great for customers seeking greater coverage with little to no leave-out.

Clip-Ins
Great for temporary length, volume, and styling flexibility.

What is the difference between a V-Part and U-Part wig?

A V-Part wig generally requires less leave-out than a traditional U-Part wig.

A U-Part wig has a wider opening and typically allows more natural hair to blend with the unit.

If minimizing leave-out is your priority, a V-Part may be a better option.

What is a half-wig?

A half-wig blends with a portion of your natural hair while providing additional length and fullness.

Our half-wig options are ideal for customers looking for quick, beginner-friendly, low-tension styling.

Which options are best for beginners?

Half-wigs, V-Part wigs, and clip-ins are often excellent beginner-friendly options because they can be installed without complicated lace customization.

How much leave-out will I need?

This depends on the product.

V-Part wigs generally require minimal leave-out.

U-Part wigs and half-wigs may require more depending on your preferred installation method.

How do I choose my texture?

Choose the texture that best complements your natural hair or desired finished style.

Kinky Straight
Ideal for blown-out, stretched, or naturally textured hair.

Kinky Curly
Ideal for tighter natural curl patterns.

Bohemian Curly
Ideal for a looser, defined curl appearance.

Straight or Silkier Textures
Ideal for sleek or pressed looks.

If you do not see the texture you want, contact us. Additional textures may be available through a custom order.

How do I choose the right length?

Hair length can appear different depending on your height and the hair texture.

Curly textures generally appear shorter than straight textures at the same listed length because of their curl pattern.

What does wig density mean?

Density describes how full a wig appears.

180% Density
Natural to full everyday volume.

210% Density
Fuller, more voluminous appearance.

The ideal density depends on your preferred look.

Wig Fit & Sizing

How do I know my wig cap size?

We recommend measuring your head before purchasing a fitted wig.

Use a measuring tape and follow the diagram below

What if I am between wig sizes?

Contact our team before ordering, especially when purchasing a Custom or Signature unit.

We can help you determine the most appropriate option.

Are your wigs adjustable?

Many of our wig styles include adjustable features, but construction varies by product.

Please review the individual product specifications.

Installation

Do I need glue to wear your wigs?

Many of our styles are designed to be worn without glue.

Half-wigs, V-Part wigs, and U-Part wigs generally do not require lace adhesive.

Some closure or lace-based styles may have different installation options.

Do your wigs have front combs?

Our tension-conscious styles are designed to reduce unnecessary tension around the hairline.

Please review each product's description for its exact construction.

Can I install my wig myself?

Many of our products are designed with beginner-friendly installation in mind.

Installation difficulty depends on the product and desired finish.

We recommend reviewing our installation guides and videos before your first wear.

Clip-Ins

How many pieces are included in a clip-in set?

The exact number of pieces is listed on the individual product page.

Do I need more than one clip-in set?

For many customers, one full set provides additional length and volume.

Customers with very thick hair or those seeking an especially full result may prefer additional volume.

Can clip-ins be worn every day?

Clip-ins are designed for temporary wear.

We recommend proper placement, gentle removal, and avoiding excessive tension on the natural hair.

Hair Care

Is your hair human hair?

Please review the individual product page for the exact hair type and specifications.

Can I wash my wig or extensions?

Human-hair products can generally be washed.

We recommend using gentle, moisturizing products and avoiding harsh ingredients that may dry or damage the hair.

How often should I wash my wig or extensions?

Wash frequency depends on wear frequency, styling products, buildup, environment, and texture.

Avoid unnecessary over-washing, which may shorten the lifespan of the hair.

Can I use heat?

Human hair can generally be heat styled.

Always use heat protectant and use the lowest effective temperature necessary for your desired style.

Can I color or bleach the hair?

Some human-hair products may be professionally colored or altered.

Coloring, bleaching, chemical processing, or other alterations are performed at the customer's own risk and make the product ineligible for exchange or store credit.

If you already know you want a particular color, contact us before ordering. We may be able to create a custom color for you.

How should I store my wig?

Store your wig clean, dry, and detangled.

A wig stand, mannequin head, or protective wig storage bag can help preserve the style and reduce tangling.

Human Hair Expectations

Will my hair shed?

Some shedding is normal with human-hair products.

Excessive shedding may be influenced by improper detangling, excessive heat, chemical processing, cutting wefts, rough installation, or improper care.

Will every unit look exactly the same?

No two human-hair units are completely identical.

Minor variation in texture, curl pattern, color, and appearance may occur because human hair is a natural product.

How long will my wig or extensions last?

Product lifespan varies depending on:

Frequency of wear
Heat use
Chemical processing
Installation
Washing
Maintenance
Storage

Proper care can significantly extend the useful life of your hair.

Payment & Promotions

What payment methods do you accept?

Available payment methods are displayed at checkout.

Do you offer Buy Now, Pay Later?

Installment payment options may be available through participating providers at checkout.

Eligibility and approval are determined by the payment provider.

Can I use more than one discount code?

Unless otherwise stated, only one promotional or discount code may be used per order.

Can I apply a discount after placing my order?

No. Promotional codes and discounts cannot generally be applied retroactively to completed orders.

Please enter your promotional code before submitting payment.

Customer Support

How can I contact The Ella Experience?

For order-related assistance, please include:

Full name
Order number
Email address used at checkout
Brief description of your concern

How quickly will I receive a response?

We aim to respond as quickly as possible during business hours.

Response times may be longer during launches, holidays, promotions, and periods of high order volume.

I’m not sure what to buy. Can someone help me?

Absolutely.

If you need help choosing your:

Texture
Length
Wig type
Density
Fit
Leave-out
Color
Construction
Customization

please contact us before placing your order.

We would rather help you select the right product before purchase than leave you guessing.

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