FAQs
How do I cancel my order?
We know you’re excited to receive your order quickly — and so are we! Because we ship so fast, we’re unfortunately unable to make changes or cancellations once an order has been placed. However, once your package arrives, you’re more than welcome to
How do I track my order?
We offer same-day shipping for orders placed before 12pm. Once your order is on its way, you’ll get an email with your tracking number, and Australia Post will send you updates directly. You can also pop your tracking number in here anytime: Australi
I forgot to use my discount code or sign in to my trade account — can you apply the discount afterwards?
We completely understand mistakes happen! Unfortunately, we’re unable to apply trade discounts or promotional codes to orders once they’ve been placed. No refunds will be given, but we’re happy to arrange store credit instead. For verified trade acco
I’ve requested an exchange. When will I receive it?
Once we have received the hair and have confirmed that they are in acceptable condition, it will take us 1-2 business days to process and ship out your new order. An email will be sent to you once your new order has been shipped.
Can I get Colour Matched?
100%! Our Colour Match page has all the information you need to find the perfect set for you.
What is the exchange/refund period?
We’re happy to accommodate exchanges or refunds within 30 days from your order date. 💕. Your item must be in its original condition, unused, and with all packaging intact to be eligible. Once we receive and inspect your return, we’ll process your ex
How do I find my order number?
When you purchase your order, there will be an order number allocated. This will be sent to your email that you have provided us.
My extensions are faulty. What do I do?
In the rare case that you believe your extensions may be faulty, please fill out our Quality Control Form. Quality issues are extremely uncommon for us, but we take them very seriously. Once we receive your form, our team will promptly review it and
I ordered the wrong shade! What can I do?
No worries — we’ve made exchanges super simple! Just send your extensions back to us and let us know which shade you’d like instead (by email or phone). We’ll organise a new order for you right away. Please note that return shipping costs are covered
What should I do if I have received the wrong order?
Oh no, we’re so sorry about that! 💛 If you’ve received the wrong item, please email us at [email protected] with your order number and a quick photo of what you received. Our team will sort it out right away and we’ll cover the return cost
Why was I charged twice for my order?
Sometimes a payment can appear twice due to pending transactions or bank authorisations. Don’t worry—our team can check this for you. If it turns out you were actually charged twice, we’ll refund the duplicate payment right away. Please email us at s