HELP & FAQ | Everything You Need to Know
Welcome to ÁILLE.
We want your experience with us to feel as effortless as the hair you wear. Below, you’ll find answers to some of our most frequently asked questions about ordering, delivery, wigs, care and more.
If you can’t find the answer you’re looking for, our customer care team is always happy to help.
How long does delivery usually take?
Delivery can take approximately 3–14 days, depending on the processing and delivery time of your order.
Some of our pieces may require additional time to be prepared, customised or made to the highest possible standard before they are dispatched. We believe beautiful hair is worth getting right, so occasionally an order may take a little longer than initially expected.
If there is an unexpected delay with your order, we will do our best to keep you informed.
How long does it take for my order to be processed?
Processing times can vary depending on the product you have ordered. Some pieces are ready to be dispatched, while others may require additional preparation or production time.
We take care to ensure every order meets our quality standards before it leaves us. This means your order may sometimes require a little extra time to be prepared.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive tracking information where available so you can follow the progress of your delivery.
Please allow a little time for tracking information to update after your parcel has been shipped.
Can I change or cancel my order after placing it?
We recommend contacting us as soon as possible if you need to make a change or cancellation.
Once an order has entered processing, been customised or dispatched, we may not be able to make changes or cancel it. We will always do our best to assist where possible.
Are ÁILLE wigs made from real human hair?
Yes. Our human hair collections are made using real human hair. Individual product descriptions will specify the hair material and construction of each piece.
We recommend checking the product description carefully before purchasing to ensure the wig is suitable for your desired look and styling needs.
Can I straighten or curl my wig?
For wigs made from human hair, heat styling is generally possible. However, we recommend using a heat protectant and moderate heat to help maintain the softness and quality of the hair.
Always check the individual product description for specific styling information.
Can I dye my ÁILLE wig?
Many of our human hair wigs can be dyed or coloured, depending on the specific product.
If you are making a significant colour change, we strongly recommend using a professional colourist. Improper colouring can affect the softness, condition and overall quality of the hair.
How do I care for my wig?
Treat your wig with the same care you would give your own hair.
We recommend:
- Gently detangling from the ends upwards
- Using suitable hair care products
- Conditioning regularly
- Using heat protectant before heat styling
- Avoiding excessive heat
- Storing your wig carefully when not in use
- Handling the lace and hair gently
Proper care will help maintain the hair's softness, shine and natural movement.
Will my wig look exactly like the pictures?
Our product images are intended to give you an accurate representation of each style. However, colour, texture and appearance can vary slightly due to lighting, photography, screen settings and individual hair characteristics.
Wave and curl patterns may also look slightly different depending on how the wig has been styled.
How are wig lengths measured?
Wig lengths are generally measured from the top of the wig to the longest point when the hair is straightened.
Because measurements are taken manually, there may be a small variation of approximately 1–3 cm.
Will my wig arrive looking exactly like it does in the photos?
Your wig may arrive slightly compressed due to packaging and transportation. This is completely normal.
Gently shake, separate and style the hair to help restore its natural shape, texture and movement.
Can I wear an ÁILLE wig every day?
Many of our wigs can be worn regularly with the appropriate care. However, how frequently a wig should be worn depends on its construction, styling and how it is maintained.
Gentle handling, proper storage and regular care will help preserve the quality and appearance of your wig.
What if I receive my order and there is an issue?
If there is an issue with your order, please contact our customer care team as soon as possible with your order number and clear photographs of the issue.
We’ll review your request and guide you through the next steps.
Do you ship internationally?
We aim to make ÁILLE accessible to customers beyond our home market. Available shipping destinations, delivery times and costs may vary depending on your location.
Your available shipping options will be displayed at checkout.
Will I have to pay customs or import fees?
Depending on your delivery country, your order may be subject to customs duties, import taxes or other local charges. These charges are determined by the destination country and, where applicable, are generally the responsibility of the customer.
We recommend checking your country's import requirements before placing an international order.
How do I know which wig is right for me?
Each ÁILLE product page includes information about the wig's hair type, length, texture, colour, construction and styling options.
If you're unsure which style would suit you best, we're happy to help you choose based on the look you're trying to achieve.
I still have a question. How can I contact you?
We're here to help. If you can't find the answer you're looking for, please contact our customer care team through our Contact page.
When contacting us about an order, please include your order number so we can assist you as quickly as possible.
Still need help?
We're here for you.
Whether you have a question about your order, delivery, choosing your perfect wig or caring for your hair, the ÁILLE team is always happy to assist.
ÁILLE — Effortless Hair. Timeless Beauty.