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 / please use the provided wig cap when trying on

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. See Eligibility Section for complete guidelines.

Notify us by phone 1-888-580-4852 ~ email info@thekatherinecollection.ca ~ local call or text 778-404-3152 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. We do not charge a processing fee, however shipping from client back to The Katherine Collection (TKC) or the brand provider will be at the clients expense. You have 10 business days from the date you receive your product to have it reach TKC or the brand provider. (PLEASE NOTE: Due to Covid-19 this timeframe has been extended to 15 days due to fewer flights and longer shipping time). Items received beyond 10 (or 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 2-3 days upon date of receipt and approval.

PLEASE FORWARD RETURNED MERCHANDISE 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 returning to the brand provider, an address and Return Authorization Number will be provided. Please use The Katherine Collection address as the return address on the package.
* 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 low flat rate of $10.00 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.  We ask for understanding that we cannot stock all items from all Brands however our providers are exceptional at shipping to us. Once your item arrives (Victoria area) the expected delivery speed is:  Same day or agreed upon day for personal-drop-off-service  |  Up to 1 business day for Local Postal Delivery  |  Up to 3 business days for Regional  |  Up to 7 business days for National. Whenever possible, we will arrange for Drop-Ship from our provider directly to our client.

In a hurry? We also offer a $35.00 flat rate option for Xpresspost Canada-Wide. This service includes:  Tracking  |  On-Time Guarantee  |  Updates. Once item arrives at The Katherine Collection the expected delivery speed will be:  Next day for Local  |  Next day for Regional  |  2 days for National.

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