FAQ
Hello Gorgeous, have a question?
Customer Service
Email: service@westkiss.com WhatsApp: +86 133 2374 1050
About Order
Q: How do I pay for an order?
A: To pay for your order on the West Kiss website, follow the steps below:
(1) Select the items you would like to order and click the “Add To Cart” or “Buy Now” button.
(2) Fill in the address information and select the shipping method and payment method, and then click the “Place Order” button.
(3) Go to the payment platform to complete the payment.
Q: Do you accept payment by installment?
A: Yes, right now we support PayPal pay later and Klarna payment.
Q: How long will my order be shipped?
A: Normally orders that are in stock can be shipped out within 1 working day once we got the confirmation from customers. All customized items will be shipped out once finished customization process.
Q: Can I change the shipping address on my order?
A: If you have made an error on your shipping address, please let us know as soon as possible via email, please using the email address associated with your order. Please also include your order number AND the correct address. Please note: YOU MUST contact us as soon as possible, the address may not be changed after the shipping has been arranged. If there’s extra fees for changing the shipping address after the order has been shipped, the buyer needs to pay for it. West Kiss Customer Service: service@westkiss.com
Q: I have not received a order confirmation email?
A: Firstly, please confirm whether your order payment is successful, if the payment is successful, please check the email address that you entered at check out is correct. If so, please check your spam mail. If you still have not received an email after 4 hours of placing your order, then you can CONTACT US via email at service@westkiss.com and we will check for you.
Q: How can I cancel my order?
A: If you decide to cancel your order you can contact our customer service department and they will assist you in doing so. West Kiss Customer Service: service@westkiss.com
Q: Why was my item/order canceled?
A: Your order had been canceled for the following reasons: Item(s) became unavailable after your order was placed; Difficulty in processing your payment information; Inability to ship to the address provided. If you have questions or would like to place a new order please contact us.
About Payment
Q: What types of payment do you accept?
A: We accept the following payment methods: Paypal, Credit cards: VISA, MasterCard, and American Express, Klarna, Western Union, Moneygram. ( You can pay for your order online. Please note that the cardholder must have access to online banking. ) If you have any payment problems, please contact us: service@westkiss.com.
Q: Why did my payment fail?
A: If your payment for an order has failed, please check it is not due to the following situations: Card security code failed Please note that an incorrect card security code could cause payment failure. A Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again. Insufficient fund If you meet the insufficient fund error log when you make a payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit. Please also make sure you have used a Visa or MasterCard personal credit card to finish a payment, because at the present debit card or business card is unable to be supported. Exceed limit Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.
About Shipment
Q: How can I track my order?
Method 1: Log into MY ACCOUNT to view the status of your order Track your shipment by using the tracking number provided to you once your item(s) have been shipped. You cannot track your order before it has been shipped. If you don’t know what your tracking number is or if you’re having difficulty tracking your package, feel free to contact our customer service department for assistance.Method 2: You can use your order number or shipment number to track your order though our Track Order page.
Q: How long will it take to receive my order?
A: Normally the package can be delivered within 3-7 working days to most countries once shipped out. The length of time in which you receive your order will depend on many factors such as the shipping method as well as the location of the shipping address. Please be aware that bad weathers, pandemic may cause shipping delays sometimes.
Once your order has shipped, you will receive a tracking number by email, enabling you to track your order.
Q: I can’t track my order using the tracking number provided. What can I do?
A: Normally there will be a tracking information update in 1-2 business days after you received the tracking number. If you can't track your order using the tracking number provided, please contact the supplier to confirm whether they have provided you with the correct tracking number. Please also check if they have changed the shipping information. You can contact the supplier using our instant messenger tool, chat with us, or email at: service@westkiss.com.
Q: Which express do you use?
A: We use DHL, FedEx, USPS, GES, TNT, DPEX, or UPS.
Q: Do I need to pay the customs duty?
A: The customs duty is determined by the custom of your country. And it is uncertain to know how much about it. If there’s customs duty occurs, it should be paid by the buyer.Q: Can you provide the Overnight / Expedite shipping service?
A: 1-2 days expedited shipping is available for USA orders if the hair you want is in stock in our US warehouse. Please contact us to confirm before you order. Customer service email: service@westkiss.com
About Products
Q: Can I ask for a small/large cap?
A: Our Stock Size is Medium which is 22.5 inches, and we have the combs and elastic band or adjustable straps inside to help fit the head. Kindly Reminder: For full lace wig and 360 lace wig: 1. The size of our full lace wigs and 360 lace wigs could not be changed. For lace front / lace closure wig: 1. Small Size is 21.5 inches, Large Size is 23.5 inches, you should know your own size and make a suitable decision. 2. If you change to those special sizes, you may need to wait about another extra 5-10 days. Would you like to wait? If you can wait and you want to ask for the small/big cap, please remember to take note when you check out or send emails to us. Customer service email: service@westkiss.com
Q: Does your wig come in bleached?
A: Our wigs are not bleached, if you would like to bleach the knots we advise you to find a professional hair stylist to help.
Q: Is your hair 100% human hair?
A: Yes, we only sell high-quality 100% human hair.
Q: Is your wig pre-plucked?
A: Yes, all of our wigs come slightly pre plucked, you can customize it to your liking once you receive it.
Q: Can your hair be dyed?
A: Yes. usually, that can be dyed below into #27 brown color. As a general rule, it is easier to darken the hair than to lighter the hair. We highly recommend having your hairdresser dye the hair as you will get the results you want, coloring them yourself always poses a high risk of not coming out the shade you want. If you can not get to a salon, always use a good quality hair dye and test a small sample first.
About Account
Q: How can I reset my password?
A: Go to the sign-in page and click forget password. We will quickly email you a link to reset your password, if you don’t get the email, please check your spam email first. If still no email, please feel free to contact customer service, we can help reset your password.
Q: How can I check my reward points?
A: Please be aware that you need to be registered to earn and spend Reward Points. Sign in to your account and you can check your reward points at the “My Reward Points” Section. For more details, please check our reward points page.
