My hair arrived damaged or isn't what I ordered

We're sorry, and we'll make it right. Contact us right away with your order number, a short description, and photos if you can.

• Wrong or missing items: let us know within 7 days of receiving your order. If we made a mistake, we'll reship the correct items at our expense, using the same shipping method.
• Damaged or defective hair: product defects show up as soon as you open the package. Keep the security ties on and don't wear or wash the hair, so we can check it and help quickly.

Tangling, matting or dryness that develops over time usually comes from care, not a defect. If that's happening, reach out anyway: we can often fix it with a few care changes.

Want to go deeper? Refund policy