FAQ

Frequently Asked Questions

Welcome to Color by Von. Below are answers to our most frequently asked questions about sizing, ordering, shipping, processing times, returns, and hair care.

Do I have to complete the Hair Buyer Form?

Yes. All Color by Von customers are required to complete the Hair Buyer Form before their order is processed.

You may place your order first, but processing will not begin until your completed Buyer Form has been received. The form helps us confirm your sizing, fit preferences, and other important order details.

How do I choose the correct cap size?

Please measure the circumference of your head before ordering.

Small: 21–21.5 inches
Medium: 22 inches
Large: 23 inches

Customers are responsible for selecting the correct cap size and providing accurate measurements. If you are unsure of your size, please complete the Hair Buyer Form carefully before purchasing.

Are Color by Von wigs ready to wear?

Product preparation varies by unit. Please review the individual product description carefully for details about the specific wig you are purchasing, including color, texture, length, cap construction, and customization.

How long does processing take?

Ready-to-ship items: Approximately 3–4 business days for processing.

Preorder items: Approximately 7–21 business days for processing unless otherwise stated on the product page.

Processing time is separate from shipping or carrier transit time. Weekends and holidays are not considered business days.

How much is shipping?

Orders under $250 are charged a $15 flat shipping rate.

Orders of $250 or more qualify for free standard shipping.

Do you ship internationally?

Color by Von currently ships within the United States. International shipping may be added in the future.

Will I receive tracking information?

Yes. Once your order has shipped, tracking information will be sent to the email address provided at checkout.

Is a signature required for delivery?

Yes. Signature confirmation is required on wig shipments when applicable.

Please make sure someone is available to receive and sign for your package. Failure to obtain a required signature may result in the package being returned to Color by Von.

What happens if my package is returned?

Packages returned because of an incorrect address, refused delivery, failure to claim the package, or failure to obtain a required signature may be subject to a 25% restocking fee, where permitted by law.

Additional shipping charges may also apply if you request that the order be shipped again.

What if my package is lost or stolen?

Color by Von is not responsible for packages that are stolen after documented delivery, delivered to an incorrect address provided by the customer, or affected by circumstances outside our reasonable control.

When appropriate, we will assist with available carrier or shipping insurance claim procedures.

Can I return or exchange my wig?

No. Due to the personal and hygienic nature of wigs and hair products, all sales are final.

Color by Von does not accept returns or exchanges for reasons including:

Change of mind
Incorrect cap size selected by the customer
Color preference
Length preference
Texture preference
Style preference

Please carefully review all product information before completing your purchase.

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

If you believe you received an incorrect, damaged, or defective item, contact us at support@colorbyvon.com within 48 hours of confirmed delivery.

Please include your order number and clear photos or video showing the issue.

Do not cut the lace, install, wash, color, bleach, style, apply products to, or otherwise alter the hair while your claim is being reviewed.

Will my wig look exactly like the photos?

Color by Von uses human hair, and many units are individually colored, styled, or customized. Slight variations may occur in:

Color and tone
Highlight placement
Texture
Curl pattern
Density
Hairline
Length appearance

Lighting, photography, and screen settings can also affect how colors appear online. Reasonable variations are not considered defects.

How is hair length measured?

Hair length is measured when the hair is stretched straight. Curly and wavy textures may appear shorter when worn in their natural state.

Can I color or customize my wig after I receive it?

Human hair can often be colored, styled, or customized; however, any chemical processing, cutting, bleaching, toning, adhesive use, installation, or modification performed after delivery is done at the customer's own risk.

Color by Von is not responsible for damage caused by improper care, excessive heat, chemical processing, third-party stylists, installation methods, or alterations made after delivery.

How long will my wig last?

The lifespan of human hair depends on how often the unit is worn and how it is maintained. Proper washing, conditioning, heat protection, storage, and gentle handling can help extend the life of your unit.

Can I change or cancel my order?

Please review your order carefully before checkout. Once an order has entered processing, changes or cancellations may not be available.

What information should I double-check before ordering?

Before completing checkout, please confirm:

Your cap size
Hair length
Color and texture
Product description
Shipping address
Email address
Your completed Hair Buyer Form
How can I contact Color by Von?

For order, sizing, shipping, or product questions, email:

support@colorbyvon.com

Please include your order number when contacting us about an existing order.