Ordering is easy! Browse our collections, add items to your cart, and proceed to checkout. We accept all major credit cards, PayPal, and Shop Pay. Once your order is confirmed, you'll receive an email with your order details and a tracking number once your package ships.

We process orders quickly! If you need to make a change or cancel, please contact us within 1 hour of placing your order at hello@nellashair.ca or call us at +1 (780) 782-5399. Once the order has been packed or shipped, we are unable to make changes.

Yes! We offer gift wrapping on request. Simply add a note in the order comments at checkout and we'll make sure your gift arrives beautifully wrapped. Gift messages are always free.

Absolutely! You're welcome to visit us in-person at 3617-5A Avenue SW, Edmonton, Alberta, T6X 0N7. Our team is happy to help you find the perfect wig, hair type, or beauty product. Check our website or social media for current store hours.

We offer free standard shipping on all orders over $75 CAD within Canada. For orders under $75, a flat shipping fee applies at checkout based on your province. We also offer expedited shipping options if you need your order faster.

Most orders ship within 1–2 business days of being placed. Standard delivery takes 3–7 business days across Canada. Expedited options (2–3 business days) are available at checkout. You will receive a tracking number by email once your order ships.

Currently, we ship within Canada only. We deliver coast to coast — from BC to Newfoundland. International shipping is something we are working toward and we'll announce it when it's available. Subscribe to our newsletter to be the first to know!

Once your order ships, you'll receive a tracking confirmation email with a link to track your package. You can also log in to your Nella's account and view your order history for real-time tracking updates. If you didn't receive a tracking email, check your spam folder or contact us.

If your package is lost in transit or arrives damaged, please contact us within 5 business days of the expected delivery date at hello@nellashair.ca. We'll work with the courier to resolve the issue and either reship your order or issue a full refund, depending on your preference.

We accept returns within 30 days of the delivery date for items that are unused, unworn, and in their original packaging. For hygiene reasons, wigs, hair extensions, and opened hair products cannot be returned once they have been worn or used. Please inspect your order upon arrival and contact us right away if there is an issue.

To initiate a return or exchange, email us at hello@nellashair.ca with your order number and reason for return. Our team will respond within 1–2 business days with a Return Merchandise Authorization (RMA) number and return instructions. Please do not send items back without an RMA as we cannot guarantee processing.

For health and hygiene reasons, the following items are final sale and cannot be returned:

• Wigs, lace wigs, or any hair product that has been worn or altered
• Opened hair care products, cosmetics, or skincare
• Eyelashes that have been removed from packaging
• Items marked as final sale at the time of purchase

Once your return is received and inspected, we'll notify you by email. If approved, your refund will be processed to your original payment method within 5–10 business days. Your bank or card provider may take additional time to post the credit to your account.

We carry both human hair wigs and high-quality synthetic wigs. Each product listing clearly specifies the hair type. Human hair wigs offer the most natural look and can be heat-styled, dyed, and treated like your own hair. Synthetic wigs are more affordable and come pre-styled, though they have more limited heat tolerance.

Most of our wigs come in a standard size that fits the majority of head circumferences, and feature adjustable straps inside the cap for a secure, comfortable fit. If you have a particularly small or large head, check the individual product description for sizing details. Our team is always happy to help — just reach out!

Proper care extends the life of your wig significantly:

• Detangle gently with a wide-tooth comb, starting from the ends and working upward
• Wash every 6–8 wears using a sulfate-free, wig-safe shampoo
• Air dry on a wig stand — avoid direct heat unless the wig is heat-safe
• Store on a wig stand or in a silk bag when not in use
• Avoid sleeping, swimming, or showering while wearing your wig

We carry a wide range of braiding hair to suit every style and texture:

• Kanekalon — the most popular for box braids, cornrows, and Senegalese twists
• Marley hair — perfect for faux locs and Afro styles
• Crochet hair — pre-looped styles including passion twists, butterfly locs, goddess braids, and more
• Jumbo & regular braid extensions in various lengths and colors

Yes, 100%. All products sold at Nella's are sourced directly from authorized distributors. We do not sell counterfeit or grey-market products. If you ever have a concern about a product you received, contact us immediately and we'll resolve it.

Absolutely! We have a dedicated Loc & Natural Care collection with products specifically formulated for natural coils, curls, and locs — including loc butters, scalp treatments, curl creams, co-washes, and protective styling essentials.

We accept all major payment methods:

• Visa, Mastercard, American Express
• PayPal
• Shop Pay (with buy now, pay later options)
• Apple Pay and Google Pay
• Debit cards

All transactions are protected with SSL encryption.

Yes! We offer Shop Pay Installments, which lets you split eligible purchases into 4 interest-free payments. Simply select Shop Pay at checkout and choose the installment option.

Absolutely. Our store uses 256-bit SSL encryption and is powered by Shopify — one of the world's most trusted e-commerce platforms. We never store your credit card information on our servers. All payment data is handled securely by certified payment processors.

Yes! Subscribe to our newsletter and get 10% off your first order. We also run seasonal sales, flash deals, and subscriber-only promotions throughout the year. Follow us on Instagram and TikTok for exclusive giveaways and early access to new arrivals.