We will always try our best to meet the demands of all the customers. We want you to feel comfortable and confident when shopping at viviladye.shop. If you are unhappy with your purchase, as long as you contact us within 30 days from the delivery date, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@anstosa.com) at first.

Return & Exchange Conditions:

1. If you believe you have received defective or incorrect items, please report via e-mail within 30 days upon receipt. Detailed descriptions, pictures, and/or videos in report email(s) to support@anstosa.com are helpful in accelerating the return/refund process.

2. Items must be returned within 30 days after you receive them.

3. Items returned without authorization will not be accepted. All items must be returned in the original packaging, returned items must be unworn, unaltered, unwashed, and uncut. Please note that wigs are personal items that directly touch the scalp and we prioritize the safety and hygiene of our customers. Therefore, we are unable to accept used wigs for return.

4. When returning or exchanging items, customers must use a shipping method providing tracking information.

• If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;

Limited Coverage Return & Exchange Policy:

• If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size ), the buyer should pay the freight.

General Return/Exchange Process

1. Initiate a return/exchange: when you return or exchange the goods, please e-mail us at support@anstosa.com and let us know your order number. Our customer service staff will determine the eligibility for your return/exchange request. Providing additional details, such as the reasons for returning and any relevant pictures, will help us expedite the process.

2. Ship the item back: once your request is approved, an email with return/exchange address and instructions will be sent to you. Please initiate the return/exchange within 7 days after receiving the email. We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because viviladye.shop will not be responsible for lost return/exchange.

3. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund. Refunds will be issued to the original payment method used for the purchase.

Refunds

• The shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.
• Customers who choose free shipping on their orders will have a $20 shipping fee deducted from their refund.
• Please contact our team first to obtain the return address. Unauthorized returns are not eligible for a refund.

Order Cancellation: We can cancel the order for you if you contact us in time after your purchase.

1. If your payment finished and the parcel is not shipped out, You can cancel your order before your items delivery. And we will refund full of you money.  

2. Orders can't be canceled once the parcel is shipped out or we have already begun to custom the hair extension.

3. For personalized/customized/special order items, any cancellations after 12 hrs will incur a corresponding material and processing fee.

Please note that we cannot cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

If you want to return, exchange or cancel your order, please firstly contact us by service email: support@anstosa.com. We will not provide any return, exchange or cancellation without our permission.