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Hair Issue

Upon receipt of this form, we will immediately begin working on an assessment and respond to you within 24-48 hours. We read all details, comments, review any images you send and then we track your order to the original shipment lot.

If we still have hair in stock from the same lot, we pull 2-3 bundles and review the condition of the hair (texture, health, root and ends examination, wet and dry tangle testing).

We will first offer advice to help resolve the issue at home/salon because we understand the time and labor of having to replace and most of the time the problem can be solved while still installed. If we suspect a manufacturing flaw, then we will request to send the hair back to us for immediate testing that may result in a refund or replacement.

Please note that if we determine the hair issue is a result of adding chemicals, heat application, incorrect care techniques, or if the client changes their minds on the hair extensions, we will provide a complete and detailed information on how to resolve the problem as a return would not be accepted. 

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Please find the order number with your emailed order confirmation or login to your account to find it. We require the original order number to continue your support request.
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Many orders have multiple items. Please identify which items on the order by describing the hair extension type (K-tips, Nanos, Cylinder, Weft), hair color, hair length and number of bundles.
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Is your client still wearing the hair or have you removed it?
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Did the client reach out to you or have you seen and evaluated the hair extensions in person?
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Has the hair been altered from its original condition? Please check all that apply
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How does the client style and wear the hair extensions? Please check all that apply
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Many orders have multiple items. Please identify which items on the order by describing the hair extension type (K-tips, Nanos, Weft), hair color, hair length and number of bundles.
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