You do not need to make a payment to ask a question. If anything about the price, the process, the direction of the design, the customs treatment or the delivery is unclear, write to us before you use an order-specific checkout link.
FAQ answers the common ones already, and Before You Pay covers every payment gate in order.
How to reach us
Email cs@tokyo-wig-create.com. That address is our public support route, and it is the one we answer.
If you already have a commission, replying to the most recent message about it is the clearest way to keep the conversation attached to the right order. Writing from the address used for the quote or the checkout does the same thing.
We reply in writing. If a question needs a check with the production side before it can be answered properly, we will tell you that rather than guess.
Choose the closest topic
You do not have to get this right — it only helps the message reach the correct person first time.
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Quote or first payment
Which of the nine totals applies, whether a request is feasible, the schedule category, the order total, the first 50%, delivery, or how customs and import costs are treated for your destination.
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Pre-Production Confirmation Form
Reference images, character or hairstyle direction, measurements, colour, hairline, fit, intended use, or trouble reaching the form itself.
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Production in progress
A question about the confirmed direction, or an update on an order after the Production Start Notice has been sent.
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Finished-photo review
A concern related to the agreed details — name the view and the detail — or confirmation that the result is ready for the remaining-payment step.
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Remaining payment
Reaching the checkout link, an amount or currency that does not look right, a question about payment status, or confirmation that a payment arrived.
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Delivery and arrival
A delivery address that needs correcting before dispatch, a shipping confirmation you have not received, or something you noticed when the parcel arrived.
What helps us find your order
- The address you usedThe email address the quote or the checkout was sent to.
- The order referenceThe order or case reference from a message we sent you, if one has been issued.
- What you needA short description is enough; we will ask if we need more.
- For a photo-review concernThe viewing angle and the agreed detail you want checked.
- For an arrival concernClear photographs of the outer box, the internal packing, the label area and the wig as it arrived.
Do not send full payment-card details, passwords or identification documents. We do not need them, and no genuine message from us will ask for them.
Checking that a payment request is genuine
Both payments use an order-specific checkout link, issued for your commission and sent by email. The first arrives with your quote; the second is sent separately, after the finished-photo review. Neither is a public product page, and this site carries no fixed checkout.
Check the amount, the currency, the order reference and the destination against your written quote before you pay. If any of them differ, do not pay — email customer support first. We would rather answer a question than unwind a payment.
Customer support can explain which payment stage an order is at. It will never ask you to send full card information by email or through a messaging app, and we do not publish a payment link anywhere on this site.
If the parcel arrives with a problem
Keep the outer box, the internal packing and the wig together, and photograph the outer box, the visible issue, the internal packing and the condition of the wig. Do not discard the packaging before contacting support — once it is gone, the condition on arrival cannot be reviewed.
Email what you recorded. We review it and explain the next step for that order; the response available depends on what the review finds. The reporting window and the evidence to keep are set out in Terms clause 11, and Shipping & Support walks through the same four steps with the packing method they relate to.
We answer care questions — washing, restyling, storage — for your specific piece rather than publishing one routine, because the right answer depends on the build. Ask if you are unsure.
Privacy requests
Support messages and their attachments become part of the order record, so remove anything unrelated from a screenshot or a photograph before sending it.
For access, correction, deletion, or a question about publishing a photograph of your commission, write to the same address with “Privacy” in the subject line. Privacy sets out what is collected and how the decision to publish anything stays yours.