Refund policy

EU Right of Withdrawal

If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. If the last day of the withdrawal period falls on a weekend or public holiday, the period extends to the next business day.

To exercise your right of withdrawal, log in to your account and submit a return or cancellation request at: https://shopify.com/77341687948/account

Please note: a restocking fee of 40% of the item price will be deducted from your refund. You are responsible for return shipping costs. Refunds will be processed within 14 days of receiving the returned goods.

You may cancel your order at any time before it has been shipped by submitting a cancellation request through your account.

 

 

At Altagracia, we take immense pride in the exquisite craftsmanship of our curated pieces. Due to the premium, high-end nature of our apparel and the strict hygienic standards required for our luxury hair pieces, our return policy is carefully structured to maintain the highest standards of quality, safety, and exclusivity.

1. 14-Day Return Window

We offer a 14-day return window from the date your package is delivered. To be eligible for a return, your item must be completely unworn, unwashed, and in the exact condition you received it, inside its original luxury packaging with all tags and protective seals fully intact.

2. Lace & Hair Customization Policy

For strict hygienic and safety reasons, lace front wigs cannot be returned, exchanged, or refunded if:

  • The lace has been cut, trimmed, tinted, or altered in any way.

  • The hair has been washed, colored, cut, styled, or had any hair products applied to it.

  • The wig shows any signs of being tried on, worn, or manipulated.

3. Dress & Apparel Policy

Our curated collection of dresses must be handled with the utmost care when trying them on. To qualify for a return or exchange:

  • The garment must be completely free of any stains, makeup, perfume, smoke, or deodorant marks.

  • All original brand tags and inner garment labels must remain firmly attached.

  • We highly recommend reviewing our detailed size guides before placing your order to ensure a flawless fit.

4. How to Initiate a Return

To begin a return, please contact our concierge team at your custom store email. If your return request is accepted, we will provide you with the authorized return shipping address and detailed instructions.

Please note that customers are responsible for all return shipping costs. Unsolicited returns sent back to our distribution centers without prior written approval will not be accepted or processed.

5. Refunds & Processing

Once your return is received and meticulously inspected by our quality assurance team, we will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed automatically to your original payment method within 5–7 business days.