Reply from Arabella hairApr 30, 2026
Hi Lily,
Thank you for your detailed feedback—we truly appreciate the time you took to share your experience. We’re very sorry that the wig did not meet your expectations, and we’d like to clarify a few of the issues you mentioned:
Comb placement: The combs are positioned slightly further back to provide a stronger anchor point for some head shapes. However, for customers with a 22” circumference like yours, this can indeed feel misplaced and affect both comfort and security. In this case, adjusting the comb position or replacing them with an elastic band usually provides a better fit.
Lace appearing too thin / tracks visible: A thinner lace is often used to achieve a more natural and undetectable hairline. However, if the density on the top area is lighter, it may expose the tracks underneath. This should normally be balanced during production, and we’re sorry it didn’t meet that standard in your piece. Light customization (like adding baby hairs or slight styling) can help, but it should not be overly noticeable as you described.
Drawstring bulkiness: The drawstring design is intended to make the wig glueless and adjustable. That said, when tightened, it can create bulk or a “bunched” effect at the back, especially for smaller or average head sizes. This is a known limitation of this structure, and many customers prefer elastic bands for a flatter fit.
Fit and tightness issues: When the drawstring is tightened, it can reduce the overall cap size, which may explain why it felt smaller and required extra adjustment. This can also cause tension and discomfort if worn for extended periods.
Shedding: Some minimal shedding can occur with human hair wigs, especially after initial styling. However, what you described sounds excessive, which may indicate that the weft or knotting was not reinforced properly. This is not the standard we aim for.
We completely understand your frustration—especially when a product requires additional work to achieve a wearable result. That’s not the experience we want you to have.
We will still pass your case to our product team for further review, but more importantly, we’d like to offer you a direct solution. Please share your order number with us, and we can arrange a replacement (with a more suitable cap structure) or compensation based on your preference.
Thank you again for giving us a chance, and we truly hope to provide you with a much better experience next time.
Best regards,
Customer Support Team