What is your return policy?
Due to the nature of our brand, we do not offer any refunds.
What is your exchange policy?
We only replace items if they are defective or damaged. Our policy lasts for 7 days. If 7 days have gone by since the confirmation of shipment arrival (via postal company), we can't offer you an exchange. If you need to exchange it for the same item, send us an email at email@example.com.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange request.
When will my order ship?
Please allow 2 business days for your order to be processed and shipped (note that orders aren't processed during the weekend).
How long does shipping take?
(Please note these are estimates + the timeframes may vary due to COVID19)
Domestic Standard Shipping : 5-7 business days
Domestic Express Shipping: 2-3 business days
International Express Shipping (US, Canada and New Zealand) : 2-4 business days (Estimated 5-8 business days due to COVID)
Do you ship internationally?
Yes, we ship within Australia, but we also ship internationally to the US, Canada and New Zealand.
Please note that we are NOT responsible for any custom tax fees associated with your order. Due to the new UK VAT tax laws that came into force in Jan 2021, we are no longer making shipments to the UK until we can ensure our tax compliance.
What are your shipping rates?
We use Australia Post for all international orders and domestic orders.
For domestic rates, the shipping fee starts at $10 (AUD), but it depends on the overall product weight. For international orders, please reference the shipping costs below and note that the cost is susceptible to increase based on weight (subject to product weight being under 1kg):
- US, Canada and New Zealand - Express: $35 AUD
How do I track my order?
You will receive a confirmation email after placing an order. When your order is shipped out, you will receive an additional notification email with your tracking number. If you have any questions, please contact customer service at firstname.lastname@example.org
How much does each bundle weigh?
Each bundle weighs between 100 grams (3.5 oz)
Do you sell human or sythentic hair?
Our extensions are completely natural human hair extensions collected in an ethical and sustainable process.
How many bundles will I need for a full sew-in?
For a full sew-in, we recommend at least 3 bundles (we suggest more for longer bundles) and a closure.
How do I address frizz?
Like natural hair, frizz is part of wearing human hair extensions. Depending on your environment (i.e. humidity, wind, etc) and the lack of natural sebum from a scalp your extensions may be exposed to frizz. Be sure to keep your hair properly moisturised (consider utilising natural humectants such as aloe vera juice) , seal with light oils to reduce the likelihood of frizz and opt for a mousse or light holding spray.
How do I deal with tangles?
Sustainable + chemical free human hair extensions involves dealing with slightly more tangles in comparison to hair covered in chemicals. Monitor your extensions (as you would with your own) to test the dryness (which leads to tangling) and be sure to moisturise when needed. Finger combing and detangling with a soft bristle brush (from the bottom up) helps address the tangles.
Can I bleach my hair extensions and lace closure?
Yes, our hair extensions can be bleached, but we strongly suggest avoiding this as it may destroy the quality of the hair. Similar to natural hair, the extensions are susceptible to damage, breakage and loss of texture pattern. In particular, the use of harsh chemicals leads to excessive dryness, tangling, shedding, cuticle damage and more. It may be wise to avoid bleaching or consulting with a professional and be sure to keep the hair properly moisturised
How long will the hair last?
At least a year and potentially longer if the hair is properly maintained.
Do you offer any other colours?
We focus on offering chemical-free products, therefore, all extensions are sold in their natural colour which is usually 1b/2 (off black/brown).
Can I straighten or curl my hair extensions?
Yes, the hair extensions can be straightened and curled (however, we strongly encourage you to use heat-free options to ensure the longevity of your extensions). When using heat tools please note that the hair is susceptible to heat damage and loss of texture pattern (like natural hair). We recommend using heat protectants prior to the usage of heat styling tools and considering non-heat styling tools/techniques (ex. flex-rods) to reduce the exposure to heat damage and excessive tangling.