How to Handle Returns & Custom Orders Efficiently
Running a hair business — especially in the wig and extensions industry — is part artistry, part logistics, and all about people.
And two areas that can make or break your reputation? Returns and custom orders.
Done right, these touchpoints can build trust and elevate your brand. Handled poorly, they can lead to lost customers, bad reviews, and unnecessary stress.
So how do you turn these potentially tricky situations into opportunities for customer satisfaction?
This blog walks you through everything — from building airtight policies to streamlining your workflow — to help you handle returns and custom wig orders like a pro.
🛍️ Understanding the Nature of Custom Wig Orders
Custom wigs are exactly what they sound like: made-to-order pieces that are tailored to fit a client’s preferences — from cap size and lace type to hair texture, length, and color.
Because they’re so specific, they often come with:
Unlike ready-to-ship units, custom wigs require extra communication and care throughout the process — but they also offer higher profit margins and stronger client loyalty when done right.
🧠 Step 1: Have a Clear, Human-Centered Policy in Place
Before we dive into handling returns or managing orders, everything begins with crystal-clear policies.
✔️ Your Custom Order Policy Should Include:
-
Turnaround times: Be honest about how long it will take, including design, processing, and shipping.
-
Non-refundable clause: Custom pieces should clearly state that they’re non-refundable unless defective.
-
Client approvals: Have clients approve the final design, measurements, or mockups before you begin production.
-
Terms of adjustments: If you offer tweaks or modifications post-delivery, make that clear.
✔️ Your Return Policy Should Cover:
-
What can and cannot be returned (e.g., unused wigs within 7 days)
-
Condition requirements (e.g., tags intact, unworn, unstyled)
-
Process for returns (form submission, shipping label, restocking fee if any)
-
What happens in case of defective items
Pro Tip: Display policies on your website, checkout page, and in order confirmation emails. Repeat it often — not because your customers can’t read, but because life gets busy.
✨ Step 2: The Custom Order Journey — Make It Seamless
A great custom wig order experience is like a well-rehearsed dance. Here’s the flow you should aim for:
1. Consultation First, Always
Whether virtual or in-person, a consultation helps you understand:
-
Scalp size and shape
-
Lifestyle (active vs. indoor)
-
Hair goals (everyday wear, cosplay, protective styling, etc.)
-
Allergies or sensitivities (lace materials, adhesives, etc.)
Offer a style guide or form clients can fill out ahead of time — it saves both parties from surprises.
2. Visual References Matter
Encourage clients to share inspiration photos. What’s “honey blonde” to you might be “caramel swirl” to them. Use charts, swatches, and photos for clarity.
3. Document Everything
-
Save chat records, voice memos, and drawings
-
Use client intake forms that include measurements, color numbers, and construction choices
-
Get digital or physical sign-offs on final specs
4. Update Throughout Production
Clients love updates. It shows you care and builds anticipation. Share:
Even just a “Hey! Just wanted to say your wig is halfway done and looking fabulous!” goes a long way.
🚚 Step 3: Shipping and Delivery Best Practices
📦 Packaging Custom Wigs
Make it special. Include:
-
Care instructions tailored to the unit
-
A thank-you note
-
Wig brush or satin bag (adds premium touch)
-
Contact info in case of issues
🔁 Be Ready for “Fixes”
Even with clear communication, a few clients may say:
-
“The lace doesn’t melt right”
-
“I thought it would be thicker”
-
“It doesn’t fit like I expected”
Instead of panicking, have a “repair or revise” protocol:
-
Offer one complimentary tweak for minor adjustments (when feasible)
-
Set expectations around what’s possible and what’s not
-
Be kind, even when they’re frustrated
🧾 Step 4: Handling Returns With Grace
Returns are not a failure — they’re part of retail. And how you respond matters more than the reason behind the return.
✅ Best Practices for Handling Returns:
-
Respond quickly — Acknowledge within 24 hours.
-
Empathize first — “I’m sorry this didn’t work out for you. Let’s figure out the best way forward.”
-
Ask for pictures or videos if the item is defective.
-
Issue prepaid labels for eligible returns (if you cover shipping).
-
Inspect returns fast so clients aren't waiting forever.
-
Refund promptly — delays cause negative reviews.
❌ Avoid These Mistakes:
-
Arguing with a frustrated customer
-
Ignoring emails/messages
-
Making returns feel like a battle
-
Offering store credit only when you promised refunds
When in doubt, ask yourself: “What experience would I want as a customer?”
📊 Step 5: Use Technology to Streamline Everything
Handling dozens (or hundreds!) of custom orders and returns? Use tools.
🔧 Tech Tools for Wig Businesses:
-
CRM software like Honeybook or Dubsado for client tracking
-
Automated emails to remind clients about consultations or approvals
-
Inventory and order tracking with apps like Airtable or Notion
-
E-signature tools for policy approvals (HelloSign or DocuSign)
A little tech investment = fewer headaches.
❤️ The Human Side: Why This Matters
At the heart of your business is people — and how you treat them during tricky moments (like a return or a custom miscommunication) tells the real story of your brand.
-
Listen
-
Learn
-
Adjust
-
Apologize when needed
-
Celebrate the wins
When clients feel heard, seen, and respected — they come back. And they tell their friends.
💬 Real-Life Wig Business Owners Share
“I had a client cry on Zoom when she got her custom wig after chemo. She said it made her feel like herself again. That’s why we do this — and why we take extra care in getting custom orders right.”
— Jasmine W., Custom Wig Specialist
“I used to hate returns until I realized they were feedback. Now I keep a log of what people return and why — and it’s helped me fix product issues and avoid future refunds.”
— Kenny L., E-commerce Wig Retailer
🪄 Final Tips to Master Returns & Custom Orders
-
Never skip documentation — screenshots are your best friend
-
Charge appropriately for custom work — it’s skilled labor!
-
Don’t be afraid to say no to unrealistic requests
-
Offer small perks to ease the sting of a denied return (like discount codes)
-
Constantly revise your policy based on what’s working
✅ Your Takeaway Checklist
If you treat every client like they’re the most important one, even mistakes can build loyalty.
Related Blog
E104/B Nawada Housing Complex, Dwarka More D K Mohan Garden, New Delhi -110059 India 
