Refund policy

Final Sale

Due to the custom and personalized nature of Esso Diorr products, all custom wig orders are considered final sale once processing has begun. We do not accept returns, exchanges, or provide refunds due to change of mind, buyer’s remorse, personal preference, or incorrect selections made by the customer.

Pre-Orders & Cancellations

Pre-order payments are used to secure the hair and materials necessary to fulfill each custom order. Once an order has entered processing and the necessary hair and/or materials have been ordered, the order may no longer be canceled due to a change of mind or other customer-requested cancellation.

If you need to request a cancellation before processing has begun, please contact Esso Diorr as soon as possible. Cancellation requests are not guaranteed and will be reviewed based on the processing status of the order.

Sizing & Customer Measurements

Customers are responsible for providing accurate head measurements and/or selecting the appropriate wig size when placing an order. Esso Diorr is not responsible for fit issues resulting from inaccurate measurements, incorrect sizing selections, or other incorrect information provided by the customer.

Fit issues resulting from inaccurate customer-provided measurements or selections are not considered workmanship defects.

If an alteration is possible, Esso Diorr may offer a paid alteration service at its discretion. Additional service and shipping fees may apply.

Order Issues & Workmanship Concerns

Customers must inspect their order promptly upon delivery.

If you believe you received an incorrect item or your wig has a workmanship defect or other issue attributable to Esso Diorr, please contact us within 48 hours of confirmed delivery with your order information and clear photographs and/or video demonstrating the issue.

Each claim will be reviewed individually. If an issue attributable to Esso Diorr is verified, an appropriate resolution will be determined based on the circumstances. Available remedies may include an alteration, replacement, partial refund, or refund, where appropriate or required by applicable law.

Submitting a claim does not automatically guarantee a refund, replacement, or other requested remedy.

Altered, Worn or Modified Units

Customers should not cut the lace, wear, wash, color, chemically process, alter, or otherwise modify a unit while an order issue or workmanship claim is being reviewed.

Normal wear and tear, improper maintenance, customer-caused damage, improper installation, heat or chemical damage, or alterations performed by the customer or a third party are not considered workmanship defects attributable to Esso Diorr.

Authorized Returns & Return Shipping

All returns must receive prior authorization from Esso Diorr. Please do not send a unit back without receiving return instructions.

If a return is required due to a verified error or workmanship defect attributable to Esso Diorr, Esso Diorr will cover reasonable return shipping costs.

For any other return or alteration expressly authorized by Esso Diorr that is not the result of an error attributable to Esso Diorr, the customer is responsible for applicable shipping costs.

Approved Refunds

If a refund or partial refund is approved following review of an eligible claim, the approved amount will be issued to the original payment method. Processing times may vary depending on the customer’s financial institution or payment provider.

Where a full refund is approved and return of the merchandise is required, the refund may be processed after Esso Diorr receives and inspects the returned merchandise, except where otherwise required by applicable law.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be limited or excluded under applicable law.