Refund policy
Dimples Refund, Exchange & Return Policy
Please read the steps below before filling out our Exchanges/Returns Webform.
QUICK SUMMARY
- Returns and exchanges must be initiated within 3 days of delivery.
- All requests must go through our Exchanges/Returns Webform. Requests submitted any other way will not be processed.
- Items must be in original factory condition — unworn, unstyled, unwashed, with hang tags and packaging intact.
- Sale items are final — not eligible for return or refund.
- Refunds cover the product price only. Shipping is never refunded, and customers cover return shipping.
- Orders paid with Shop Pay Installments have a 9.5%–10.5% financing fee deducted from any refund.
- Limited Time Promotion: no restocking fee on returns or exchanges initiated within 3 days.
Jump to:
- 1. Limited Time Promotion — No Restocking Fee
- 2. Before Starting a Return
- 3. What We Can and Cannot Accept
- 4. Shipping Costs & What Refunds Cover
- 5. Two Options: Exchange or Return
- 6. Shop Pay Installments
- 7. Timelines
- 8. Special Situations
- 9. Customized Toppers
- 10. International Orders
⭐ 1. Limited Time Promotion — No Restocking Fee, U.S. & International (Ongoing)
During this limited-time promotion:
- No restocking fee (normally 8%-15% for U.S. orders, 15%-25% for International orders) will be charged for returns or exchanges initiated within 3 days of delivery.
- Applies to both U.S. and International orders.
Important details:
- Shipping charges are not refunded and are not covered by this promotion.
- No free return shipping label will be provided — customers are responsible for the cost of return shipping.
- Free outbound ground shipping for one exchange in the U.S. still applies.
- All other eligibility requirements, timelines, and product condition rules remain unchanged.
⚠ Note: This no-restocking-fee promotion does not apply to sale items, including any Black Friday or other discounted promotions. Sale items remain final sale and not eligible for return or refund.
2. Before Starting a Return
Give a new topper or wig a chance first
A new topper or wig may not look perfect out of the box — it often needs styling, washing, or professional cutting to achieve the desired look.
Before requesting a return:
- Book a virtual styling consultation with our team.
- Please note: we cannot accept returns or exchanges for tampered or styled wigs and toppers.
If the size, length, and general color are correct, the piece is likely a good match — it may simply need professional styling to achieve the desired look.
The 3-day window
All returns and exchanges must be initiated within 3 days of delivery. This applies to every order, U.S. and International.
The webform is required
Requests submitted without a completed Exchanges/Returns Webform will not be processed.
3. What We Can and Cannot Accept
Eligible for return or exchange
Items must be:
- In original factory condition — unwashed, unaltered, undamaged, with no styling, odors, or signs of wear.
- With original hang tags and packaging intact.
- Initiated for return within 3 days of delivery.
Not eligible
- Worn or styled items, or those showing signs of wear or odor.
- Items with damaged packaging or product damage.
- Opened shampoo, conditioner, or hair care items.
- Sale items — all sale purchases are final and non-refundable. This includes Black Friday and any other discounted promotions.
A note on discounts
- Coupons and points cannot be combined or applied to sale items or discounted promotions.
4. Shipping Costs & What Refunds Cover
Refunds cover the purchase price of the product only. Shipping charges are never refunded.
Customers are responsible for shipping costs in both directions — the original shipping paid at checkout, and the cost of returning the item to us. We do not provide return shipping labels.
Two exceptions:
- The one free exchange per order includes free outbound ground shipping on the replacement item (U.S. only).
- ClipFit Color Rings include a prepaid return label (see Section 8).
5. Two Options: Exchange or Return
Option A — Exchange
We offer one free exchange per order, with:
- No restocking fee
- Free outbound ground shipping on the replacement item (U.S. only)
⚠ During the current promotion, customers must cover return shipping costs for exchanges. No return shipping label will be provided.
Option B — Return for refund
Standard restocking fees:
- 8%-15% for U.S. orders
- 15%-25% for International orders
⚠ Restocking fees do not cover return shipping. Customers are responsible for all return shipping costs.
Currently waived: If a return is initiated within 3 days of delivery during the ongoing promotion, no restocking fee applies. See Section 1.
Fees at a glance
| U.S. Orders | International Orders | |
|---|---|---|
| Restocking fee — standard | 8%-15% | 15%-25% |
| Restocking fee — current promotion, initiated within 3 days | Waived | Waived |
| Shop Pay Installments financing fee (see Section 6) | 9.5%–10.5% of refund | 9.5%–10.5% of refund |
| Return shipping | Customer pays | Customer pays |
| Return shipping label provided? | No | No |
| Outbound shipping on the one free exchange | Free ground | Not included |
| Original shipping charges | Not refunded | Not refunded |
| Duties, taxes, brokerage fees | — | Customer pays (see Section 10) |
6. Shop Pay Installments (Pay in 4 / Monthly Payments)
When an order is paid with Shop Pay Installments, the financing provider charges Dimples a fee of 9.5%–10.5% of the order total. This fee is charged at the time of purchase and is not returned to Dimples if the order is later refunded.
Because of this:
- Any refund on an order paid with Shop Pay Installments will have the 9.5%–10.5% financing fee deducted. The exact rate depends on the payment plan selected at checkout.
- This applies to returns, order cancellations, and any exchange that results in money being refunded.
- This fee is separate from restocking fees and shipping charges, and still applies during promotions where the restocking fee is waived.
Example: A $500 order paid with Shop Pay Installments, refunded in full at a 10% financing fee, returns $450.
Even exchanges: When an exchange is made for an item of equal value and no money is refunded, nothing is deducted.
Remaining payments: Once the refund is processed, Shop Pay will cancel or adjust any installments still outstanding.
Interest already paid: On monthly payment plans, interest already paid to Shop Pay is not refunded.
7. Timelines
Exchanges
- Once a return passes inspection, the replacement item ships (U.S.: free ground shipping).
- Delivery time depends on the destination.
Refunds
- Processed within 5–10 business days after we receive the return.
- Banks may take an additional 7–10 business days to post the funds.
8. Special Situations
Orders placed by mistake ("OOPS Orders")
Orders placed by mistake will be processed as a return:
- 8%-15% restocking fee (U.S.)
- 15%-25% restocking fee (International)
Orders paid with the wrong method ("OOPS Payments")
- Orders paid using the wrong payment method also count as a return.
💡 Tip: Orders can often be modified or exchanged before they ship, which avoids these fees.
Cancelling an order that hasn't shipped yet
All unfulfilled order cancellations are treated as returns:
- 8%-15% restocking fee (U.S.)
- 15%-25% restocking fee (International)
Exchanges are exempt unless outside the promotion period.
Items we are unable to accept
Dimples will reject and return any ineligible items (see Section 3) and charge return ground shipping to send them back.
ClipFit Color Ring returns
ClipFit Color Rings follow their own rules:
- Each ClipFit color ring includes a prepaid return label.
- Return within 7 days using the original packaging.
- Refunds processed within 3–5 business days of receipt.
- Replacement labels are available through Shop Chat.
9. Customized Toppers
If customization services (bang cut-in, root color, highlighting, etc.) were added to a topper order, different return rules apply.
Once a topper is sent to our stylist, it cannot be returned or exchanged
- A topper may be returned or exchanged only if it has not yet been sent to our stylist, and the request is initiated within 3 days of delivery.
- Once the topper has been sent to our stylist, there are absolutely no returns or exchanges.
Direct shipping to our stylist
Returning customers may request that Dimples ship the topper directly to our stylist. Choosing this option waives the right to return or exchange.
Customization ordered from outside the USA
Topper customization is only available in the Continental USA. If customization services are added at checkout by a customer located outside the USA, we will refund the cost of those services minus a 3% restocking fee (to cover credit card fees).
Additional customization after delivery
Any further customization requested after a customized topper is delivered (within 14 days only) will incur extra service charges and shipping costs both ways.
📄 Full customization terms, shipping breakdown, and timelines: Topper Customization Conditions & Policies
10. International Orders — Duties, Taxes & Brokerage Fees
International orders may be subject to import duties, taxes, and carrier brokerage fees upon arrival in the destination country.
For example, shipments to Canada may include:
- Import duty (approximately 15.5%, depending on product classification)
- Provincial taxes (e.g., 13% HST for Ontario)
- UPS brokerage and handling fees
These charges are:
- Not included in the purchase price
- Not included in shipping fees at checkout
- Determined by customs authorities and the shipping carrier at delivery
All duties, taxes, and brokerage fees are the customer's responsibility.
If a package is refused due to unpaid duties or taxes
- The order will be treated as a return
- Applicable restocking fees will apply
- Return shipping and customs charges will be deducted from the refund
Tariff reimbursement
If a customer pays import duties or tariffs upon delivery, we will refund 50% of the tariff amount paid in the form of store credit. Proof of payment (such as a customs receipt) is required to process this store credit.
We recommend contacting the local customs office before placing an order with any questions about potential duties, taxes, or import regulations.