Policies

understanding your purchase

At The Katherine Collection we want you to be over the moon with your new look!!! To make your journey as a savvy wig consumer a good one, please take some time to read the following points-of-interest and as always, feel free to contact us for help along the way!

Returns

WHEN YOU RECEIVE YOUR ONLINE PURCHASE PLEASE DO THE FOLLOWING:

Handle with care / do not remove Tags / do not comb or brush

Why is this so important? Merchandise being returned for exchange, refund, or credit will be subject to strict quality control inspection. Until you are 100% satisfied your wig or hairpiece is going to work for you please handle with care – this includes no combing or brushing. For complete guidelines go to the following section on Eligibility for Exchange / Credit / Returns.

Notify us by phone toll free 1-888-580-4852 | or call locally to Victoria area to 778-404-3152 | or email to info@thekatherinecollection.ca so we can address your concerns, lend some tips, and clarify the eligibility criteria.

*Only Unaltered, Unworn and Undamaged merchandise are eligible for exchange, credit, or refund*

Merchandise must be re-packaged in the exact condition it was received. The Katherine Collection does not charge a processing fee, however  the brand companies do. Jon Renau, for example, will charge an $8.00 Restock Fee along with an $8.00 Restyle Fee which will be deducted from the refund if the item was shipped from Jon Renau Canada. Shipping from you (the client) back to The Katherine Collection or the brand company will be at the clients expense. You will be given an RMA# (Return Merchandise Authorization number) to be clearly placed on the return package. You have 15 business days from the date you receive your product to have it reach the brand company or The Katherine Collection. Items received beyond 15 days will not be considered and will be returned to sender. This turn-around time allows us to meet the return policy requirements of the brand companies we endorse. Items eligible for exchange, credit, or refund will be processed within 5-7 days upon date of receipt and approval.

 
*If returning to a brand company the address will be on the courier package or one can be provided.
*If returning to The Katherine Collection please send to:
The Katherine Collection – Customer Service
PO Box 2583
Stn Main
Sidney BC  V8L 4C1
 
*The Katherine Collection is not responsible for lost or damaged packages.
*If for any reason your returned product is declined, it will be returned to you.
*The Katherine Collection does not re-sell slightly worn, altered, or damaged merchandise. Quality assurance and standards for our client base is paramount.
Eligibility for Exchange / Credit / Returns

ELIGIBILITY GUIDELINES FOR ACCEPTABLE EXCHANGE / CREDIT / RETURN

  • Unworn, Unaltered, Undamaged
  • Original factory condition
  • Has not been combed or brushed
  • Tags intact and attached
  • In original netting; tissue; box
  • Odour-Free (no perfume/scents, smoke, etc.)
  • Includes Original Invoice
  • Includes completed Request For Exchange/Credit/Refund Form

INELIGIBILITY GUIDELINES FOR UNACCEPTABLE RETURN

  • Slightly worn or altered merchandise
  • Scents / Odours Present
  • Special Orders
  • Hair Extensions (due the nature of this product, all sales are final)
  • Clearance Items
  • Discontinued Items
  • Hair Care Products & Accessories: combs, brushes, liquids including shampoo, wig stands, etc.
Order Change or Cancellation

If you decide to change or cancel your order you have up to 2 hours to do so within business hours. I understand your excitement so orders are processed upon receipt within the business hours of Monday to Friday, 9:00AM to 5:00PM (PST). Phone calls are answered between 9:00AM and 7:00PM Monday to Saturday. If long-distance call Toll Free:  1-888-580-4852  |  Local Victoria and surrounding area call or text:  778-404-3152  |  Email anytime:  info@thekatherinecollection.ca . Online Wig Boutique is open 24/7. Thank you, and I look forward to assisting you!

Back Orders

Occasionally backorders occur when requests for a popular item exceeds inventory.

If this occurs, we will contact you with an estimated arrival date with options to either select an alternate colour; style; remain on the priority waitlist; or cancel original order.

Shipping

The Katherine Collection is partnered with Canada Post for fast and secure delivery.

We offer a flat rate of $25.00 for shipping within Canada so there are no surprises at the check-out. This rate provides Expedited Shipping across Canada that includes:  Tracking  |  On-Time Guarantee  |  Updates | and no charge for Duty. We ask for understanding that we cannot stock all items from all Brands however our providers are exceptional at shipping to us or directly to our client. 

Be sure to “LIKE” https://www.facebook.com/KatherineCollection/ so you Don’t Miss the FLASH SALES. Sign up for The Katherine Collection Newsletter to receive helpful Tips & Tricks –  updates from charitable organizations and research – and what’s new in the world of wigs. All part of the large print! Don’t miss out!