Frequently Asked Questions
We’ve compiled answers to the most common questions to make your shopping experience as smooth as possible. Whether you’re curious about our products, need help with an order, or want tips for maintaining your extensions, you’ll find everything you need here. If you have a question that isn’t covered, don’t hesitate to contact our customer service team — we’re here to help!
Products & Quality
Our products are made from 100% raw, single-donor hair, ensuring premium quality. With proper care, they can last over two years.
This hair is unprocessed, cut from one donor, and aligned to preserve the cuticles, making it durable.
We source our hair primarily from Vietnam, collected in its natural state to maintain its quality and integrity.
We offer raw hair in the natural straight texture and steam-processed textures for predefined styles like body wave or burmese curly.
Yes, we work directly with trusted suppliers to ensure all hair is sourced responsibly and ethically.
Ordering & Payments
Orders can be placed through our website by adding your desired items to the cart and completing the checkout process.
Changes or cancellations are sometimes possible within 24 hours after placing your order. Contact our customer service team as soon as possible, and we will do our best to assist you.
We accept various payment methods, including credit/debit cards, iDEAL, Klarna (buy now, pay later), and PayPal.
Yes, Klarna allows you to pay later or split payments. This option is available during checkout for eligible customers.
Once your purchase is complete, an order overview will be automatically sent to the email address provided during checkout. If you are in need of a tax invoice, please contact us directly.
Shipping & Returns
We offer standard shipping with PostNL. Shipping costs and times vary based on your location and will be calculated at checkout.
Netherlands & Belgium
• Ordered on business days before 22:00 or on Sunday before 17:00 → Next-day delivery, if in stock
• Not in stock → ± 7 days
Other countries
• In stock → ± 7 days
• Not in stock → ± 21 days
If your order is delayed, contact our customer service team with your order details. We will help track your package and resolve any issues.
Returns are accepted within 30 days of delivery, provided the product is unused, unaltered, and in its original packaging. Custom-made products cannot be returned.
Contact us for a return authorization. We’ll provide detailed instructions on how to return the item.
Returns are processed within 5-7 business days of receiving the product. Refunds will be issued to the original payment method after inspection.
Where does our hair come from?
The ethical journey behind our raw hair
Our extensions are made from single donor raw hair, collected from women in Vietnam who voluntarily sell their hair in exchange for a fair payment.
In the video, you can see the exact moment the hair is cut from the donor. This is how all our raw extensions begin: pure, unprocessed, and carefully collected.
Our supplier works directly with local Vietnamese communities. The hair is selected with care:
- Ethically sourced
- Collected from one person
- No factory scraps or floor hair
- All cuticles aligned in the same direction for minimal tangling and maximum longevity
We consciously choose this approach so you can enjoy top-tier quality with peace of mind — directly sourced from single donors in Vietnam, with respect, transparency, and integrity.