Returns & Exchange Policy

1. Hygiene & Health Safety Commitment

At Silk & Strands by O Atelier, we maintain uncompromising hygiene and safety standards. Due to strict health regulations regarding personal hair products, human hair bundles, Swiss & HD lace frontals, closures, and ready-to-wear wigs must be in their original, untampered condition to qualify for return or exchange.

2. Eligibility Criteria for Returns & Exchanges

We want you to be completely captivated by your crown. You may request an exchange within 7 calendar days of receiving your parcel under the following conditions:

• Lace remains completely uncut, un-plucked, and untreated with adhesives or bleach.
• Hair has not been washed, conditioned, brushed, dyed, cut, styled, or installed.
• Unit is returned with all original Silk & Strands tags, satin storage bags, and packaging intact.
• Proof of purchase (order confirmation or invoice) is provided.

3. Bespoke Customized Units & Final Sale Items

Wigs or bundles that have undergone custom customization (such as custom bleaching, custom hairline tailoring, custom coloring, or precision cut before dispatch) are considered bespoke creations and are final sale.

If there is a confirmed craftsmanship defect upon receipt, please notify our concierge within 48 hours with photographic evidence for immediate rectification.

4. Exchange & Inspection Procedure

1. Request Authorization: Contact our concierge at [email protected] or via WhatsApp with your order number.
2. Return Shipping: Once approved, securely package the unit and dispatch it with a tracked courier service to our atelier address.
3. Quality Inspection: Our quality specialists inspect the unit within 48 hours of arrival.
4. Resolution: If approved, your store credit or exchange unit will be dispatched promptly.