Frequently Asked Questions

1. General questions

• What is RAW hair?

  Raw hair is hair that has never been treated with any type of chemical. Raw hair is in its natural state with its cuticles running in the same direction and in tact. No bundles of hair are alike and because of this, each bundle has a different texture, pattern and colour.

• What's the diffrence between virgin hair and RAW hair?

  Virgin hair is steamed to achieve different textures. Raw hair has not been altered in any way by steam or chemical treatment.

  It is very important to know that raw hair is all virgin hair but not all the virgin hair is raw hair. This is the main difference between virgin hair and raw hair.

• What's the diffrence between a lace closure and a lace frontal?

  Closures are used to recreate the natural parting of the hairline and are normally sewn into place. While frontals recreate the hairline from ear to ear and are bonded in place in order to add versatility of the styling.

• Can I reserve hair for my appointment?

  If you would like to buy hair or products for your appointment,  please note your order number in the note section of your appointment reservation so we can have it ready for you on the appointment.

  Get 10% OFF your final bill at hair appointment, when you purchase min. 2 hair pieces.

2. Payment

• Which currency will I be charged in?

  We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR.

  If your credit or debit card use another currency, then you will be charged in USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding  conversation rate of the currency you choose.

• What payment methods do you accept?

  You can purchase on our website using a debit or credit card.

  We additionnaly offer support for iDeal, Paypal, Apple Pay, Creditcards and SOFORT.

  You can chose these payment methods at checkout.

• Can I cancel my order after completing the payement?

  Once payment has been made, customers have a thirty minute window to modify or cancel their orders. After this time frame, orders cannot be cancelled as your order would have already started processing with our suppliers/ fulfilment warehouse. Please contact us as soon as possible if any changes needed to be made but this cannot be guaranteed as we begin processing 30 minutes after your order has been confirmed. Our delivery team also fulfil and dispatch orders as quickly as possible and cannot guarantee your order can be modified after confirmation.

  If you would like to cancel your order before we have begun processing / fulfilling your order, this can be cancelled at no extra charge for an exchange to the original amount paid or alternatively a refund minus any non-refundable transaction fees.

  If our suppliers have already begun processing a custom pre-order, any cancellation would be subject to a 100% fee against the item as we also incur the same costs.

3. Shipping

• Where do you ship?

  We ship worldwide.

• How long does it take to ship my order?

  Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

  Standard shipping time for the countries covered by our delivery partners are 5 businessdays if the hair is in stock. 

  If the hair isn't in stock this will be a pre order wich takes 15 businessdays for you to receive.

   

  You will receive the tracking code once the order has been shipped.

• Do you ship internationally?

  Yes - we ship worldwide with a tracked and signed delivery service.

• Do I have to pay customs charge for an international order?

  Unfortunately we're unable to advise what customs charges may be applied to international shipments. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by us.