Terms of service

By placing an order with Shanorla, you agree to the terms outlined below. Please read them carefully before completing your purchase.

Returns & Refunds

Due to the hygienic nature of our products, all sales of wigs, hair extensions, closures, frontals, and custom-made units are final.

Returns, exchanges, or refunds are only accepted if an item arrives damaged, defective, or you receive an incorrect item.

Processing Times

Custom Units

All custom wigs are made to order and require 7–14 business days from order confirmation.

Closure Replacement Service

Closure replacement requires 7 business days from the date your unit is received. This service is only available for wigs originally purchased from Shanorla.

Custom Colour Orders

If you would like your wig to be bleached, coloured, or customised, please email Shanorla4u@gmail.com with a reference photo of your desired colour before placing your order.

Once your request has been reviewed, you'll be advised on availability, pricing, and any additional processing time before your order proceeds.

Shipping

All orders are shipped from Ontario, Canada via Canada Post or DHL Express.

Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking details. Please allow up to 48 hours for tracking information to become available.

If there are any unexpected delays, you'll be notified as soon as possible.

Shipping Rates & Delivery Times

Canada

Free shipping on orders over CAD $300 via Canada Post.

International Orders

DHL Express – CAD $50

Estimated delivery: 3–7 business days

Please Note

  • International orders shipped via DHL Express may be subject to customs duties, taxes, or import fees determined by your country's customs authority.
  • These charges are the responsibility of the customer and are collected by the shipping carrier upon delivery.
  • Shanorla is not responsible for customs delays or additional import charges.
  • Please allow a few business days for Canada Post tracking information to update after dispatch.

Order Cancellations

Orders cannot be cancelled once they have been processed or dispatched.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact Shanorla4u@gmail.com within 48 hours of delivery.

Please include:

  • Your order number
  • Clear photos of the item received.
  • Photos of the original packaging.

Once your claim has been reviewed and approved, a replacement will be arranged where applicable.

Return Conditions

If your return has been approved by Shanorla, the item must:

  • Be returned within 7 days of delivery.
  • Be unworn, unbrushed, and unused.
  • Have the lace and tags fully intact.
  • Be returned in its original packaging.
  • Be free from odours, stains, or any signs of wear or tampering.

If the issue is confirmed to be on our end, Shanorla will provide a prepaid return shipping label.

Refunds

Where a refund has been approved:

  • Refunds will be processed within 7 business days of receiving and inspecting the returned item.
  • Original shipping charges are non-refundable.

Refunds will not be issued for items that have been worn, brushed, altered, coloured, washed, have the lace or tags removed, or show any signs of use or tampering.