Help Center / FAQ

Choosing Your Wig

What do all HUGYOO wigs have in common?

Every HUGYOO wig is glueless and made with raw human hair at 180% density. Each style includes a pre-plucked hairline, bleached knots, an adjustable band and internal combs. Every style is offered in Small, Medium and Large cap sizes and Light, Medium and Deep lace tones.

Is one style more glueless or denser than another?

No. Glueless construction and 180% density are shared across the full 42-style collection. Choose by color, texture, cut, length, cap size and lace tone rather than by density. Start with the First Wig Guide.

How do I choose a cap size?

Measure circumference, front to back and ear to ear over the same flat hair foundation you will wear beneath the wig. Compare all three measurements with the Fit & Lace Guide. If you are between sizes or outside the chart, contact us before cutting the lace.

Which lace tone should I choose?

Choose Light, Medium or Deep by comparing the lace with the skin where it will sit along your hairline in indirect natural daylight. Undertone matters as well as depth. The Fit & Lace Guide explains how to compare them.

How is hair length measured?

Length is measured with the hair gently stretched, from root to end. Waves and curls look shorter in their resting pattern than the same measured length in straight hair. Layers and bangs also include intentionally shorter sections. See the Color, Texture & Length Guide.

Will the color look exactly the same as it does on my screen?

We work to show color accurately, but lighting, filters and screen settings can change its appearance. Dimensional color and raw human hair can also have slight natural variation. Review all images and inspect the unaltered wig in natural light before cutting the lace.

Does human hair shed?

A small amount of natural shedding during detangling, washing and regular wear is normal for human hair and hand-tied lace. Sudden or concentrated shedding is not routine; stop styling and contact us with photographs if it occurs.

Orders and Payment

Which payment methods can I use?

Available payment methods are shown securely at checkout and can vary by country, device and store settings. Do not send card details by email or chat.

Can I change or cancel an order?

Email orders@hugyoohair.com within two hours of placing the order for a guaranteed free cancellation or change request. After two hours, we will try to help, but cannot guarantee a change once processing or shipment has begun.

Can I change my delivery address?

Contact us immediately. An address change is complete only after written confirmation from HUGYOO. Once an order has shipped, a change or carrier interception cannot be guaranteed.

Can discount codes be combined?

Unless a promotion expressly says otherwise, only one discount may be used per order. Eligibility and exclusions are shown with the promotion or at checkout.

Do I need an account to order?

Checkout availability is shown on the store. A HUGYOO customer account can make it easier to view orders and status updates. Use the account sign-in page; no third-party account is required.

Shipping and Delivery

Is shipping free?

Yes. HUGYOO offers free shipping on all orders to eligible destinations available at checkout.

How quickly will my order ship?

Natural Black Straight orders usually dispatch within 24 hours after payment and order details are confirmed. Colored, wavy and curly styles usually dispatch within 72 hours. Verification, holidays and exceptional volume may require additional time.

How long does delivery take after dispatch?

Estimated transit is 3–5 business days after dispatch. This does not include processing time. Customs, weather, holidays, remote locations and carrier events can cause delays.

Which carriers do you use?

HUGYOO selects FedEx, DHL or UPS according to the destination and order circumstances.

Where do you deliver?

International shipping is available only to eligible destinations shown at checkout and served by our carriers. If a destination cannot be selected, we cannot confirm delivery there.

Will I pay import duties or taxes?

Import duties, taxes and customs fees are the customer's responsibility unless checkout expressly shows that they are included.

Can you ship to a P.O. Box, APO or FPO address?

No. Please provide a complete, valid street address that can accept courier delivery.

How do I track my order?

When the order ships, tracking is sent using the contact information on the order and is also available through the order status page or customer account when supported. Allow time for the first carrier scan to appear.

Tracking says delivered, but I cannot find the package. What should I do?

Check the entrance, safe places, building reception and nearby household members or neighbors. Contact HUGYOO within three days of the delivered scan. We will assist with a carrier investigation and provide a replacement or refund if the carrier confirms loss.

What if my package arrives damaged or I receive the wrong item?

Contact us within seven days of delivery. Keep the shipping carton, label, packaging and product, and send clear photographs. When transit damage or a HUGYOO fulfillment error is confirmed, we will cover the appropriate resolution and related shipping cost.

Read the complete Shipping & Delivery Policy.

Returns, Exchanges and Refunds

Can I open the package and try on the wig?

Yes. You may open the transit package, inspect the wig and carefully try it on over a clean wig cap while tags and security markers remain attached. Keep the lace uncut and do not apply makeup, product or adhesive.

What condition must a return be in?

The wig must be unused, unworn, unwashed, unstyled, undyed, unbleached, uncut, odor-free and unaltered, with intact uncut lace, tags and required security markers. It must remain in resalable condition.

How long do I have to request a return or exchange?

Contact us within 30 days of receiving the order. Approval and the correct return address are required before shipping anything back.

Who pays return shipping?

For a preference-based return or exchange, the customer pays tracked return shipping. HUGYOO covers reasonable return or replacement shipping for a confirmed manufacturing issue, transit damage or wrong item. We do not charge a restocking fee.

When will I receive my refund?

Returned items are normally inspected within seven business days of receipt. Once approved, we initiate the refund to the original payment method immediately. Banks and payment providers commonly need another 3–10 business days to post it.

Read Returns, Exchanges & Refunds before making an irreversible change.

Wear and Care

Do I need glue?

No. HUGYOO wigs are designed for glueless wear. The correct cap size, flat preparation and a comfortable band setting should provide the intended foundation. Adhesive use makes the wig ineligible for return as unused.

How often should I wash the wig?

As a general guide, wash after approximately 7–10 wears or when buildup, dryness, odor or persistent tangling indicates it is needed. Avoid overwashing.

Can I use heat tools?

Yes, with heat protectant and restraint. Begin at the lowest effective temperature and remain below 350°F / 177°C. Repeated heat can dry the hair, fade color and loosen the original pattern.

Can I dye or bleach the wig?

Only with professional guidance and a strand test. We do not recommend re-bleaching or lightening colored wigs. Dyeing, bleaching, chemical processing or cutting is irreversible, makes the item ineligible for return or exchange and can cause damage not covered as a manufacturing concern.

Can I sleep or swim in the wig?

We do not recommend either. Friction during sleep and chlorine, salt water, sunscreen and wet tangling during swimming can damage the hair, lace and cap.

How long can the wig last?

With proper care, it is designed to last 12 months or longer. Frequency of wear, texture, heat, chemicals, friction, climate and care all affect actual longevity.

Read the full Wig Care & Styling Guide.

Reviews and Support

Where can I read or leave a review?

Verified customer reviews are displayed beneath the relevant product detail page. HUGYOO does not use a separate all-reviews page.

How can I contact HUGYOO?

Email support@hugyoohair.com or use the form on Contact Us. You may send a message at any time. We aim to respond within 24 hours; weekends, holidays and carrier investigations may take longer.