Frequently Asked Questions
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Most Popular Questions
What is a custom unit?
A custom unit is a unit is a wig we create specifically for you using our raw hair bundles & a lace piece. These wigs come in small, medium, or large or we can make your wig your wig tailored to your head using your measurements on a mesh dome cap. These wigs are made for you.
How the process works?
For custom units: Know your head size before you order. The circumference is How do I know my size wig? Your circumference is the most important measurement to know. PLEASE MAKE SURE YOU ORDER THE RIGHT SIZE. WIG ORDERS ARE NOT ELIGIBLE FOR EXCHANGE OR RETURN IF YOU DIDN'T GET THE RIGHT SIZE. Fill out the order from on design your custom section OR choose one of our predesigned templates. After check out an email confirmation will be sent. Tracking will be sent once your order is complete. Please be mindful that our wigs are made to order (CONSTRUCTION, COLOR, CUSTOMIZATION, STYLING) and shipping can take between 14-30 days.
******NO SHIPMENT WILL TAKE PLACE ON WEEKENDS NOR HOLIDAYS******
Whats the processing and shipping times?
Due to the nature and quality of product we sell please allow up to 30 business days for your order. Each wig is sewn, customized, colored and styled in house. It is our mission to get you your units as quickly as possible, BUT great work takes time. All custom orders can take up 14-30 business days. Orders typically go out sooner but we like to account for any mishaps. Only reach out about an order if its been past the 30 business day window.
How do I know my size?
Custom Units come in Small, Medium, and Large. Your size is based on the circumference of your head. Size small fits 21-21.5 circumference heads, medium fits 22-23 circumference heads, large fits 23+ circumference heads.
HOW SHOULD I CARE FOR MY HAIR?
All virgin hair reacts differently to product and regimens. Please be mindful to stay away from ingredients that can strip your extensions of moisture such as parabens, sulfate, and silicone. These products usually tend to have a high alcohol content which dehydrates the hair follicle of its nutrients. Heavy oils are also not necessary to care for your extensions as it can weigh down your hair pattern. By rule of thumb, we recommend co-washing your bundles weekly and shampooing bi-weekly to rid your bundles of any excess product. Deep conditioning can be done as needed.
Return Policy
THERE ARE NO REFUNDS FOR WIG ORDERS.
WE WILL NOT DO ANY REMAKES OR EXCHANGES DUE TO ORDERING OF THE WRONG SIZE OR WRONG MEASUREMENTS.
We will allow accept back for repairs for orders that have quality issues (loose wefts, loose stitching, hair damage, lace damage. Must be sent back within 7 day of receiving.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. YOUR LACE CAN NOT BE CUT OR THE WIG ALTERED IN ANY WAY. You’ll also need the receipt or proof of purchase. Orders processed as an exchange will take the FULL 14-21 business day turn around to complete. No exceptions.
To start a return, you can contact us at customercare@eleven11extensions.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at customercare@eleven11extensions.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
