What if your insurance won’t cover the cost of your hair?

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From a customer e-mail:

Do you have any recommendation for people who need a wig due to PCOS but their insurance doesn’t cover it? I’ve asked my insurance company if they’ll cover a full cranial prosthesis but they will not. My doctor is in support of me getting one due to the alopecia and less willing to write me a script but it’s a no-go through the plan.

My insurance never covered it, either.

You can either shop around for a different insurance policy — one that covers these sorts of things — or resign yourself to the fact that you just have to save up your money and wait for a sale. That is what I had to do all throughout college and all throughout my life as a cubicle-dwelling office employee. Trying to “fight the system” can be very difficult and time-consuming. The results are not guaranteed, and you may out yourself as a wig-wearer in the process. However, if you are willing to put up the fight, and are okay with these things, then there is no harm in trying.

FACT: Most people with chronic, gradual hair loss will not be able to get their wigs covered by their insurance. The vast majority of wig wearers with PCOS pay for their hair out-of-pocket . . . which is why we constantly run sales to try to help them out.

This is an excerpt from our CysterWigs Knowledge Base. Check it out on our private site to see over 500 articles all about our store, wigs, and how to wear the hair!

PS: Do you have a customer service inquiry? No worries – our Client Care Help Desk Team is here for you M-F, 10 am until 6 pm (ET). Just fill out this form right here for customer service:

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Why can’t I return defective items directly to the manufacturer?

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I know it seems like an elegant solution.

You buy a wig from a wig store, it stinks and you want a refund, but the store you bought it from won’t let you do it for whatever reason.  So . . . why not just send it back to the wig company directly? 

I’ll tell you why!  (Brace yourself, because things are about to get VERY real up in here!) 

It’s actually a super-simple answer:

You’re not their customer and you never actually bought anything from them, so why should they give you an exchange? 

Allow me to explain:

Wholesale suppliers (the wig companies) ONLY sell their products to retail stores and salons.


You buy the wigs from us (wig stores).  Therefore, you are OUR customers and have to abide by the policies of our stores, which vary depending upon the store you bought it from. 

From a customer e-mail about Brand X: 

Hi Heather.  Just dealing with a QC prob on an (XXXX) wig (purchased from another online wig store that isn’t CysterWigs — let’s just say “Store Z”) and any suggestions you have for dealing with these, I’d greatly appreciate!

I’m attaching my correspondence with (Brand X) in case you wanted to see it.

From an e-mail from the PRESIDENT of Brand X regarding this issue: 

We have not had any problems reported with thin wefts on (XXXX wig) and we’ve sold close to 500 of them since she was introduced, but perhaps there is something wrong with the one you have.  If you think this is the case, please get in touch with (Store Z) to have them arrange an exchange.

This is a fairly typical response, and what you can expect to happen if you try to circumvent the policies of the store you bought your wig from by sending them directly back to the source. 

Remember what I said earlier: WIG STORES ARE THEIR CUSTOMERS . . . NOT YOU.

These guys have never touched a dime of your money.  All of the money that they’ve seen came from the retailer who sold you that wig . . . so all of this stuff is between that wig store and you.  Period. 

So in this case, it would be Store Z and their return policies that would have to cover this exchange.  This is because Brand X (or any brand we carry) doesn’t sell directly to the public.  As far as they’re concerned, this is legally between you and Store Z, because that IS technically the case in all retail transactions of this nature. 

So while on the surface the President’s response seems like a really mean move, he’s actually correct.  The manufacturers should be more flexible with big-picture customer satisfaction . . . but that is another rant for another day.

The manufacturers are not obligated in any way to deal with your concerns or complaints directly, because they do not do business directly with the public.

If you happen to receive a different outcome when try this, consider yourself very lucky indeed to have found a manufacturer that cared about your opinion and overall satisfaction, because they genuinely are not obligated to do so.

That is the retailer’s role in this process, not the manufacturer’s. 

This is an excerpt from our CysterWigs Knowledge Base. Check it out on our private site to see over 500 articles all about our store, wigs, and how to wear the hair!

How is it that I can order two wigs from the same brand in the same color and the color (or style) will look slightly different on each wig?

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I’m not going to mince words here:

Minor variations in style, density, and color SHOULD BE EXPECTED.

The manufacturers allow up to a 10 – 15% margin of difference between two wigs of a single style and color.

From a customer e-mail:

I order mostly two or three main styles that work for me. What I have found lately, is the same wig comes but is significantly different from the original one I received about a year prior. The new ones seem to have at least 1/3 amount less hair making the style actually way different looking and hard to work with.

Is this a trend to make wigs less dense per customer desires or is it a manufacturing savings and quality control issue? It is frustrating to need to exchange or return the wigs when I’m still not sure if a better quality one will arrive.

I understand there is always some discrepancy as the wigs are hand cut but this seems to be a change in the amount of hair used to make the wig. Are you finding this to be true as you order many of the same wigs from the manufacturer?

This is a very real concern for a lot of wig wearers, myself included. It is also a relatively complicated thing to answer.

Let’s start off by saying that minor inconsistencies in the style, cut, density, and color will always exist between wigs (specifically, the exact same style of wig from the exact same brand in the exact same color).

Examples include (but are not limited to):

  • Bangs or layering that are a little longer (or shorter) on one wig compared to the other. The wigs are still cut and styled by hand, so you can almost guarantee that a different person is cutting it every time you order a wig.
  • Highlights that are in slightly different places or in slightly different concentration from one wig to the next. This is typically seen in wefted wigs, but you can occasionally find it in monotops too. In wefted wigs, this is because the caps are 100% machine-made, so the way that the colors lay might be a little different from wig to wig based on the machine that laid out the wefting of the cap and the factory it was made in. (Manufacturers seldom own their own factories; instead they hire multiple factories on contract to produce the wigs on their behalf.) In mono top wigs, this can basically be chalked up to the fact that a person sat in a factory and individually stitched and tied every strand of hair into the top of that wig. Each person has a different technique, and because you can almost certainly assume you’ll never get a wig from the same worker in the same factory twice, minor variations will always occur.
  • Coloration that varies from one wig to another in other ways.This is actually fairly common. Unlike your biohair, wigs are batch processed in large volume. To accomplish this, wig manufacturers use multiple factories, all with different wig craftsmen (or women!), who all have different techniques for dying and blending the various colors. Even in machine made wigs, each color is still blended by hand before being made into the wefts sewn into the wig. This leads to minor differences from one wig to another in the same color. This can be even more pronounced in wigs with hand-tied features. These wigs are often done by one person per wig, working on one at a time. That individual’s technique (it is an actual skilled trade, with a 14+ month apprenticeship) often dictates how the various colors will be laid out in the wig.
  • Density that is different from one wig to another. Some factories will just make them a little thicker. Honestly, though, the trend lately has been towards LESS DENSE wigs. Part of this is an aesthetic thing: many medical clients dislike wigs with too much body or hair and thin them when they get them home. Demand dictates fashion and the manufacturers are very happy to oblige. The other part of this is purely economical: the cost of manufacturing these items is going UP, while the consumer is highly reluctant to buy the product if the price goes up even one penny. Another way to keep the prices static in the face of raising manufacturing costs and inflation is to cut material costs.

This is an excerpt from our CysterWigs Knowledge Base. Check it out on our private site to see over 500 articles all about our store, wigs, and how to wear the hair!