TOKYO WIG CREATE makes custom wigs in Japan and welcomes inquiries worldwide. We accept an order only after confirming that we can sell and deliver to the destination and stating the applicable terms in the written quote before payment. Every commission is made for one person, from that person’s references, so these Terms are written around the points where something becomes irreversible — and they say plainly what you can still do at each one.
If a sentence here disagrees with something you were told, tell us before you pay. Before You Pay walks the same process in plain language and How It Works lists every written checkpoint.
Who these Terms are between, and when they apply
These Terms apply to custom wig commissions ordered through TOKYO WIG CREATE (“we”, “us”). The operating company and its registered details are published on the Legal Notice.
The person placing the order and completing payment must be at least 18 years old and must have reached the age of legal majority where they live. A wig may be made for a minor, but a parent, legal guardian or other authorized adult must be the contracting customer, payer and primary order contact. If you order for another adult or an organization, you confirm that you have authority to accept the quote and these Terms and to make the payments.
Requesting a quote does not create an order and does not commit you to anything. An order is formed when you complete the first payment through the order-specific checkout link issued for your commission. From that point these Terms govern the order, in the version in effect on the date of that payment.
The documents that define your order
Your order is defined by the quote you accepted, the version of these Terms in effect on the date of your first payment, the details confirmed in the Pre-Production Confirmation Form and any follow-up questions, and any later agreement recorded in writing between you and us.
Nothing agreed only in conversation forms part of the order. If we agree a change, we confirm it in writing so that both of us are working from the same record.
The price and what it includes
Every commission starts with one of nine published order prices, from $370 to $1,130, set by complexity and schedule category. Your quote names which of the nine applies. The nine prices are published on the Pricing page.
The published order price covers the standard build, packing and standard international delivery. If your references need an element the standard build does not include, your quote itemises that element and its exact additional price before checkout.
For U.S. orders, the total order price in your written quote is the published order price plus a fixed U.S. destination price component equal to 20% of it. That component is part of our price: it is not a tax, a government charge, a customs deposit or an insurance premium, and it is not adjusted after shipment. Separately, we handle the ordinary U.S. import duties and customs processing for your order and do not bill you for them afterwards. For destinations outside the United States, customs duties, import taxes and destination handling fees are not included in the amount paid to us and are payable by the recipient. See clause 10.
A quote is prepared for the request as it stood when we reviewed it. If the request changes, or if the commission is not confirmed and the published prices are revised, we re-confirm the applicable total with you before any payment is taken.
The total is paid in two equal payments
- First payment — 50% of the quote total Paid through the order-specific checkout link in your quote email, after you have confirmed the quote. This payment opens the final pre-production confirmation. It does not start artist work, and it does not transfer part-ownership of the wig.
- Remaining payment — 50% of the quote total Requested after the finished-photo review and any feasible adjustments related to the agreed details are complete. It is sent as a separate order-specific checkout link.
Your quote shows the published order price, every amount added to it, the complete quote total and both 50% amounts before you pay anything. Neither link is a general product page: each is issued for one commission, and the payment methods available for it are those shown in the secure checkout at the time.
We will never ask you to send full card details, a password or an unrelated identity document by email. If a payment request does not match your written quote — amount, currency, order reference or destination — stop and contact customer support before paying.
The first payment does not start production
After the first payment we send you the Pre-Production Confirmation Form. We review your references, measurements, colour direction, style, intended use and schedule, and we ask any follow-up question needed to confirm a feasible production direction.
Production starts when we send you the Production Start Notice, and not before. Neither the first payment on its own nor the submitted form on its own starts production. Until that notice goes out, no materials are bought and no artist time is committed to your commission.
The estimated production and dispatch period for your order is stated in your quote and confirmed again in writing before the Production Start Notice. If the estimate changes before production starts, we send the revised timing in writing and ask you to confirm it before continuing. The schedule categories on the Pricing page are categories, not delivery dates.
Cancellation and refunds
You may cancel for any reason and receive a full refund of the first payment — including if a required colour or material cannot be sourced, or if we cannot agree on a feasible production direction. No deduction is made from the amount you paid us.
If you cancel because you have changed your preference after the Production Start Notice, the first payment is not refunded. By that stage your commission has already caused us costs and losses that we cannot recover, and the first payment is retained as compensation for them: custom materials and components ordered, cut or coloured for your wig that cannot be reused; artist and coordination time already spent; third-party charges we cannot recover; the production slot we reserved for you and could not offer to another customer; and the profit we would have earned on the commission, because a made-to-order wig cannot be resold. This does not limit any remedy available where we cannot fulfil the order, where you do not agree to a required delay in shipment, where the delivered wig does not conform to the agreed details, or where applicable law requires another remedy.
Refunds are returned to the original payment method. We do not deduct our own payment-processing costs from a refund. Your bank or card issuer may apply its own currency conversion, and the amount that reaches you can differ from the amount that left your account for that reason alone.
If you decide not to continue after the Production Start Notice, tell us anyway. We would rather discuss the order than have it stop moving.
Changes to a confirmed specification
Before the Production Start Notice, ask for any change you want: that is what the pre-production confirmation is for, and we review it against what your quote and confirmed details allow. If a change moves the commission into a different published price or schedule category, we re-confirm both with you before continuing.
After the Production Start Notice, we consider a requested change only if we decide it is feasible at the current production stage. A change of colour direction is not available after that notice.
For any other change we agree is feasible, we confirm the exact change, additional price and revised timing in writing, and begin the change only after you accept all three in writing. If the request is not feasible or is not agreed, we continue with the original confirmed specification; the request does not create a cancellation or refund right.
This clause does not treat a result that fails to conform to the original confirmed specification as a customer-requested change. Concerns about conformity are handled under clauses 08, 11 and 16.
The finished-photo review
Before international delivery we send you photographs of the finished wig so you can review the result. If a photograph raises a concern related to the agreed details, name the view and the detail; we review it and complete any feasible adjustments related to the agreed details, within the confirmed direction and the current stage of production.
Major specification changes are not available at this stage. The review is a check of the finished result against what was agreed — it is not an unlimited revision round, and it is not a right to return the wig because a personal preference has changed.
We ask for an express reply and do not treat silence as approval. If we do not hear from you, the order is held rather than shipped, and customer support follows up with you.
The remaining payment, and what must be true before we ship
Once the review and any feasible adjustments are complete, we send the order-specific checkout link for the remaining 50%. Three things must be true before an order is packed and shipped:
- Internal quality controlThe finished wig passes our internal check.
- Photo reviewThe finished-photo review and any feasible adjustments related to the agreed details are complete.
- Remaining 50%Received and matched to your order.
We pack and ship only after all three. An unpaid order stays on hold and is not shipped, including where an event date is close. If a balance is not paid, we contact you to arrange it; how a held order is handled after that is agreed with you in writing for that order.
Delivery, customs and import costs
We welcome inquiries worldwide, but we ship only to a destination we have confirmed for the order in writing before the first payment. The finished wig travels on a mannequin head, which reduces avoidable movement; it is not a promise of zero shipping damage. We send a shipping confirmation once the order has been dispatched.
If we cannot ship within the estimated dispatch period agreed for your order, we send you a written delay notice with a revised date and ask whether you accept the delay or want to cancel. If you do not accept the required delay, we cancel the order and refund all amounts you paid us for it. We do not treat silence as consent to a repeated or indefinite delay.
For an order delivered to the United States, the written quote total is the published order price plus a fixed U.S. destination price component equal to 20% of it. That component is part of our price: it is not a tax, a government charge, a customs deposit or an insurance premium, and it is not adjusted after shipment. Separately, we handle the ordinary U.S. import duties and customs processing for your order and do not bill you for them afterwards. This does not mean that every U.S. state or local sales tax is included; where Shopify checkout applies sales tax, it is shown as its own line.
For every destination outside the United States, customs duties, import VAT or other import taxes, and carrier or customs handling charges are payable by the recipient under the rules of the destination country. They are not included in the amount paid to us. We do not control those rules, their rates, or how long a customs authority takes.
Give us the delivery address in the form the destination country expects, and tell us before dispatch if it changes. A parcel returned or delayed because of an address we could not correct in time is handled case by case, and we will tell you what the options are for your order.
If the parcel arrives with a problem
If the parcel arrives damaged, or the wig does not match the details agreed for your order, tell us as soon as you can and within 7 days of delivery. 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.
The window exists so the condition can be reviewed while the packing and the delivery record still show what happened. Reporting later does not by itself remove a right you have under the law that applies to you — see clause 16 — but it does make some outcomes harder to establish.
We review what you send and explain the next step for that order. The response available depends on what the review finds, and a fault in production is handled differently from damage that happened in transit. Wear from normal use, care that departs from what we advise for the piece, and alteration by anyone else are outside this clause.
Ownership of the finished wig
Ownership of the finished wig passes to you when the full order price has been received. The first payment does not transfer part-ownership. Ownership of the physical wig and our standard use of photographs taken by or for TWC are addressed separately under clause 14.
Your reference material
Send only material you are entitled to share. Characters, artwork, photographs and logos created by other people may carry their own restrictions, and we make no claim to any character or third-party intellectual property in the material you provide.
We use your references, measurements and messages to quote, confirm, build and support your commission. What that involves is set out in the Privacy page. We may decline a request we are not able to make, or that we believe we are not permitted to make.
Photographs of finished work
We photograph completed wigs, work in progress and construction details for our quality record and to show our work. Photographs taken by or for TOKYO WIG CREATE that show the wig or our production work may be used on this site, in our Gallery and portfolio, on social media and in advertising without a separate permission request for each order.
This standard use does not include your name, contact details, delivery address, order reference, measurements, private messages or customer-provided reference material. Our current ordering process does not request customer-worn photographs. If we later want to use a photograph showing you, a customer-worn photograph or a photograph you created, we ask for separate express permission.
If your commission must remain confidential, tell us before the first payment. We record that restriction in your written quote and do not publicly use photographs from that commission. This clause does not give either you or us rights in any third-party character, artwork, logo or other intellectual property, and we do not present our work as officially affiliated with or endorsed by its owner.
What we are responsible for
We are responsible for producing the commission as agreed and for handling your order with reasonable care. Except where the law that applies to you says otherwise, we are not responsible for costs or losses outside the commission itself, such as event fees, travel, accommodation, photography or lost income. For ordinary contract and property claims, our total liability for a commission does not exceed the total order price for that commission. This limit does not reduce any refund, repair, remake or replacement that these Terms provide.
We do not limit or exclude liability for death or personal injury caused by our negligence, for fraud, wilful misconduct or gross negligence, or for anything else that the applicable law does not permit us to limit. Nothing in these Terms reduces mandatory consumer, product-safety, product-liability or warranty rights.
Your rights under the law that applies to you
Nothing in these Terms removes or reduces a right you have under the mandatory consumer law of the country you live in. Where a clause here gives you less than that law does, that law applies.
In particular, the refund boundary in clause 06 describes cancellation that you request. It does not apply where the commission is not produced as agreed, is not delivered, or where we do not perform what we agreed to do.
Governing law and disputes
These Terms are governed by the laws of Japan, without affecting the protection given to you by the mandatory law of your country of residence.
If something goes wrong, contact customer support first: almost everything is resolved that way. If it is not, we will try in good faith to settle it with you directly. Where a dispute has to go to court, the courts of Japan are the venue we will use, and this does not remove any right you have to bring proceedings where the law of your country of residence entitles you to.
Changes to these Terms
We may update these Terms. Changes are published on this page and apply to orders whose first payment is made after they are published. Your order stays governed by the version in effect on the date of your first payment.
Contact
Email customer support at cs@tokyo-wig-create.com. If you already have a commission, replying to the most recent message about it keeps the conversation attached to the right order. The registered seller details are on the Legal Notice, and Shipping & Support covers packing and arrival in more detail.