The most frequently asked questions:
1. How can I pay for my order?
2. When can I expect my order?
3. Can I see the products first before ordering?
4. When is it possible for you to get the products that are momentarily out of stock?
5. I do not know which colour fits the best to my hair, how can I be helped?
6. Can I determine the delivery time?
7. How do the exchange and return work?
8. My order is not correct, what now?
10. How do I nurture the hair?
Answers:
1. How can I pay for my order?
iDEAL:
You pay via internet banking. It is most popular payment method in Netherlands.
Sofortbanking/ direct banking (with 1,00 euro extra per transaction):
You pay via internet banking. It is mainly used from Germany, Belgium and France.
Bankcontact/ Mister Cash (with 1,50 euro extra per transaction):
You can pay online if you ordered from Belgium.
Pay on delivery (P.O.D./C.O.D., with 6,00 euro extra per transaction, only available in Netherlands and Belgium):
This option is recommended if you ordered from Belgium. You place the order online and pay it cash to the postal service. Due to extra costs we always need a confirmation from the customer first. The order will be checked by telephone or email from us. Once the order is confirmed, we will send the package within 1 working day. You can send us an e-mail or call us to confirm the ordering details, or you can wait to be contacted.
Bank transfer (Wire transfer):
If you choose to pay by bank transfer, after your order is placed, you will receive an email with our bank account's detail. It usually takes 1-3 working days to receive the payment. After the payment is received, we will send your order within 1 working day. Once the order remains unpaid for 7 days, the order will be canceled.
Please note! If you ordered from Belgium and you have a VAT number, please place the order via mail. The webshop calculate the VAT automatically.
2. When can I expect my order?
Ordered on working day and paid before 5 p.m, same day ship!*
We are dedicated to ship the products to our valuable customers by reliable, low-cost and fast delivery service we corporate with. The general deliver time and cost are listed as following. You may choose priority delivery by Postnl (Dutch Post) , DPD or express service by KDZ when you check out. Please bear in mind that in some circumstance, packages might arrive late.
All packages we ship are trackable. After the payment is received you will receive a track & trace code from us via email to check and follow your package. You will receive this after 18:00pm when the packages arrive at logistic depot. You may track your packages via following links:
Postnl: https://jouw.postnl.nl/#!/track-en-trace/zoeken
DPD: https://www.dpd.com/nl_privateklanten#!tracking
KDZ: http://www.kdz.com/nl/track-and-trace/
If you miss the first delivery, we advice you to contact the logistic to arrange a new delivery attampt.
3. Can I see the products first before ordering?
Yes, this is possible. You can send us an e-mail or give us a call for an appointment in our show room. All products in the show room can also be purchased directly.
4. When is it possible for you to get the products that are momentarily out of stock?
As soon as the stock reduces we directly order at the factory. Normally, the products arrive within 2 weeks. You can send us an email with the products you want and we will record you in the group "customers wait in stock". If the products arrive we will let you know as soon as possible. We do our best to have all colours and models in stock. However, it is possible that the delivery is delayed due to vacation of the factory. On this issue we have no influence.
5. I do not know which colour fits the best to my hair, how can I be helped?
For each product in the webshop you will find a photo of our color chart. You can click on the picture to open it, plus you will find a link to the colour chart below. If it is too unclear, you can order a sample pack/trial pack. You will receive loose strands extensions so that you can see the colours. If this still seems unclear, we recommend that you make an appointment in the showroom where you can see and buy all products.
6. Can I determine the delivery time?
Unfortunately, we have no influence on the delivery time. It is possible to send a package as 'priority delivery' but the costs are higher. After 6 hours you will receive a track & trace code, so that you can follow the order online.
7. How do the exchange and return work?
You can exchange the purchased goods within 14 days, provided that the packaging is intact and unused. The return charge is always on your own account. It is strictly recommended that you return the package with a track & trace code. In case the package gets lost you can send us this number or tell us on the phone. If the package is not registered and gets lost, we are not liable and there is nothing we can do for you.
You will receive a confirmation email when the package arrived at our office. Write us an email or letter with your IBAN and name when it is a returning issue.
Please note! If the product is used or the golden bands/straps of the hair are loose, there is nothing we can do for you. The reason behind this is that we do not sell these products furthermore because of hygienic issues. We will then have to return the hair.
8. My order is not correct, what now?
Take a photo of the entire order and send this to us via email. If we have confirmed that it is not the right product, we will send you the right product(s). Normally you will receive the correct products the next business day. In the meantime you will receive a return label from us by email. Print this label out and paste it on the package. You can bring the package to the post office. If you do not have the possibility to print the return label out, we will send it to you with the right products.
You don't have to pay for our mistake. We do our best to resolve our mistake as quickly as possible.
Please note! If you cut or remove the golden tire of the product we will not accept the returned product and we will send it back to you. the product should not be used!
Mainly we give warranty on factory mistakes. The reason is the following: It is difficult to determine how and in what way the hair is treated. Some complaints are due to the improper use of personal hair care products or incorrect body care products. When this is the case, unfortunately, there is nothing we can do for you. Please always inform yourself first how to provide the extensions correctly. More information can be found here.
Our extensions can be dyed, however as with ones own hair it can possibly go wrong. Therefore, as soon as you dye the extensions the warranty is forfeited.
10. How do I nurture the hair?
Always use the Awesome or Mixed Roots collection for the care of the extensions. By using the shampoo and conditioner you nurture the hair perfectly. The silicone-based products ensure that the extensions keep their softness.
The hair may also be brushed in the morning and in the evening with a special hair extensions brush. This brush is specially designed to comb the hair no matter which system you have.
Mainly in the summer and winter the most complaints occur, due to e.g. heat, cold, chlorine water etc.
Read more about the care of the hair.
