general
♡ Where is your hair sourced from?
Our hair is ethically sourced from South East Asia (Vietnam, Cambodia, Burma, the Philippines), and China. Each region offers unique textures and characteristics to suit different preferences.
We are committed to ethical sourcing and transparency. We do not source hair from minors known as "baby hair" as we prioritise transparency, informed consent and responsible collection practices.
We are also mindful of the cultural and religious context surrounding hair collection in certain regions, and aim to source hair in a way that aligns with respectful and ethical practices.
♡ Is your hair 100% human hair?
Yes. All our extensions are made from 100% human
hair (either virgin or raw depending on your selection) ensuring natural
appearance, durability, and versatility.
♡ What's the difference between raw and virgin hair?
Raw hair is unprocessed in its natural state and lasts 3-4 years with proper care. Virgin hair is lightly processed for uniformity and consistency, lasting 2-3 years with proper care. Both are premium quality human hair from multiple donors.
♡ How many bundles will I need?
The number depends on your desired length and volume:
• 14"-16": 2 bundles
• 18"-20": 2-3 bundles
• 22"-24": 3 bundles
• 26": 3-4 bundles
♡ Can I dye, bleach, or heat style the extensions?
Yes. Our hair can be colored, bleached, curled,and straightened like your natural hair. We recommend professional services for chemical treatments and always using heat protectant.
♡ Should I cut the wefts?
We do not recommend cutting wefts as this can
cause shedding. If necessary, have them professionally sealed before or after
cutting.
♡ Will my bundles match exactly?
Human hair is a natural product, so slight
variations in texture and tone between bundles are normal and create a more
authentic, natural appearance. We carefully select and pair bundles to ensure
the best possible match.
More questions? Contact Us
order & processing
✦ IMPORTANT Pre-Order Shipping Date?
Answer richtext
✦What are your processing times?
All our products are pre-order only. Processing takes 1-3 business days after your designated shipping date arrives. You'll receive tracking once your order is dispatched. Business days are Monday Friday only.
✦Can I cancel or modify my order?
You have 24 hours from purchase to cancel (5% fee applies). After 24 hours, all sales are final. See our Order Terms & Processing Policy for full details.
✦Do you offer local pickup?
No. We operate online only and do not offer in-person collection services. All orders must be shipped.
✦ I haven't received my order confirmation email. What should I do?
Check your spam/junk folder first. If you still can't find it, contact us at www.thehairtheace.com with your name and payment details and we'll locate your order.
More questions? Contact Us
returns & exchange
⤶ Do you accept returns or exchanges?
No. Due to hygiene regulations, human hair extensions are final sale once purchased. See our Exchange & Refund Policy for exceptions regarding faulty items.
⤶ What if my item arrives damaged or defective?
Contact us within 48 hours of delivery with photographic evidence. We'll assess and arrange an exchange if the item is genuinely faulty. See our Exchange & Refund Policy for full details.
⤶ Are sale items returnable?
No. All items purchased during sales or with discount codes are strictly final sale with no exceptions.
More questions? Contact Us
care & maintenance
✧ How long will my extensions last?
Raw hair: 3-4 years with proper care. Virgin hair: 2-3 years with proper care. Longevity depends on maintenance, styling frequency, and product use.
✧ How often should I wash my extensions?
Once every 1-2 weeks. Over-washing can strip natural oils and cause dryness.
✧ Can I swim with my extensions?
Yes, but rinse immediately after exposure to chlorine or salt water and follow with a moisturising treatment.
✧ Is some shedding normal?
Yes. Losing 5-15 strands per day, especially during washing and brushing, is normal. This decreases after the first 2-3 washes.
More questions? Contact Us
Shipping & delivery
✈ Which countries do you ship to?
We ship to the UK, Europe, and the United States. We do not currently ship to Africa..
✈ Can I upgrade my shipping method?
No. We use a single tracked and signed-for delivery service for all orders to ensure security. Shipping upgrades are not available.
✈ What if my package is lost or stolen?
Once the carrier confirms delivery, we are not liable for lost or stolen packages. We recommend filing a claim with the courier. See our Shipping & Delivery Policy for full details.
✈ What if my package is returned to you?
If your package returns due to incorrect address, unavailability, or refusal, an 8% restocking fee applies. See our Return-to-Sender Policy for details.
More questions? Contact Us
policies
◉ Where can I read your full policies?
All our policies are available on our website:
• Order Terms & Processing Policy
• Shipping & Delivery Policy
• Exchange & Refund Policy
• Returns Policy
• Terms of Service
• Privacy Policy
◉ How do I contact customer service?
Contact us at www.thehairthelace.com. We respond within 24-48 hours during business days (Monday-Friday).
◉ How often should I wash my extensions?
Once every 1-2 weeks. Over-washing can strip natural oils and cause dryness.
More questions? Contact Us