Frequently Asked Questions

Virgin human hair generally refers to human hair that has not been chemically processed before sale. Processing and color may vary by product, so review the description on the exact product page before ordering. Naturally dark products and pre-lightened colors such as 613 should not be assumed to have the same processing history.

Human hair is a natural product, so minor differences in shade, strand diameter, wave or curl pattern, luster, and texture can occur. Natural Black hair may range from Off Black to Dark Brown or approximately 1B. Minor natural variation does not automatically mean that a product is defective.

Measure from the top of the weft to the longest ends. Wavy and curly hair should be gently stretched straight before measuring. Hair may appear shorter in its natural state because of wave formation, curl formation, and shrinkage.

Most human hair products can be heat-styled. Use a heat protectant and the lowest effective temperature, avoid repeated excessive heat, and keep the hair moisturized. Heat styling can permanently loosen some curl or wave patterns and may shorten product life.

Coloring, lifting, bleaching, toning, perming, and other chemical services should be performed or supervised by an experienced licensed professional. Chemical processing can cause dryness, shedding, breakage, tangling, matting, color variation, or texture loss.

Test a small hidden section first. Once hair has been colored, bleached, chemically treated, or otherwise altered, it is not eligible for return or exchange, and Her Hair Company is not responsible for performance changes caused by the service.

Some shedding is normal, especially during washing, detangling, styling, and repeated installation. Cutting through the weft, aggressive brushing, dryness, improper detangling, chemical processing, and product buildup may increase shedding. Sealing cut wefts and using gentle maintenance may help reduce it.

Our weft sealer and application guidance are available on the Weft Sealer product page. Follow the product instructions and allow the sealant to dry completely before installation.

Product lifespan varies according to the texture, frequency of wear, installation method, chemical processing, heat exposure, products used, cleansing routine, storage, and daily maintenance. With appropriate care, many customers reuse their hair through multiple installations, but no exact lifespan is guaranteed.

Read our hair-care guide for general maintenance guidance.

Co-washing means cleansing the hair primarily with conditioner rather than shampoo. It may help maintain moisture, especially for textured hair, but product buildup should still be removed with an appropriate gentle shampoo when needed.

• Detangle gently from the ends upward before washing.
• Use moisturizing, residue-conscious products suitable for the texture.
• Wash in a downward motion without aggressive rubbing or bunching.
• Deep condition as needed and rinse thoroughly.
• Allow the hair to air-dry when practical.
• Use heat protectant and avoid excessive temperatures.
• Protect the hair during sleep with a satin or silk scarf, bonnet, or pillowcase.
• Store removable extensions clean, dry, detangled, and protected.

Choose lightweight, moisturizing products appropriate for the texture and avoid heavy buildup, harsh cleansing, and excessive oils. Product response varies, so test new products gradually. For help with a specific texture, email info@herhaircompany.com.

Bundle quantity depends on the length, texture, head size, leave-out, closure or frontal choice, and desired fullness. Longer bundles contain shorter weft lengths because the bundle weight is distributed across longer strands.

• Shorter to medium lengths: 3 bundles may be sufficient for a natural full install.
• 18 inches and longer: 3–4 bundles are commonly selected.
• Very long lengths or extra fullness: 4–5 bundles may be preferred.
• Closures and frontals: The lace piece may reduce the number of bundles needed.

These are general estimates rather than guarantees. Contact Customer Care with your planned length, texture, installation type, and desired fullness for product-selection help.

Yes. Confirm the product, texture, color, length, quantity, lace, and visible condition immediately after delivery and before washing, brushing, combing, unraveling, installing, cutting, coloring, or altering anything. Altered or used products are not eligible for return or exchange.

Most in-stock orders are prepared for shipment within 24–48 business hours after payment is received and any required verification is completed. Carrier transit time begins after the package is shipped.

Orders are not normally processed or shipped on weekends or recognized holidays.

No. Express shipping reduces carrier transit time after shipment but does not eliminate the normal 24–48-business-hour order-processing period.

Email info@herhaircompany.com within one hour of placing the order. We will make reasonable efforts to assist, but approval is not guaranteed once processing has begun. Orders that have shipped cannot be cancelled or modified.

A shipping confirmation email with tracking information is sent after the order ships. Tracking may require approximately 24–48 hours after shipment to begin displaying carrier movement.

Unless expressly included at checkout, customs duties, import taxes, brokerage fees, and other destination-country charges are the recipient’s responsibility. Customs processing may extend the estimated delivery time.

Return and exchange requests must be submitted by email within 3 business days of the carrier-confirmed delivery date. Submitting a request does not guarantee approval; the product must also satisfy every eligibility requirement.

No. For a customer-preference return or exchange, including a change of mind or incorrect selection, the customer pays return shipping and any applicable replacement reshipping cost. Original outbound shipping is non-refundable and may be deducted. Her Hair Company covers approved return shipping only for a verified damaged, defective, or incorrect item.

Eligible products must remain unused, unwashed, uninstalled, uncut, uncolored, unbrushed, uncombed, unraveled, and otherwise unaltered. Original packaging, tags, ties, accessories, lace, and product configuration must remain intact.

Email info@herhaircompany.com within 3 business days of delivery and include your full name, order number, reason for the request, and clear photos or video. Do not send a product until written authorization and the correct return instructions have been issued.