Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked 
questions about our company, products/services, policies, and more

1. General Questions

2. About Hair Systems

3. Account Questions

4. Technical Questions

5. Contact Questions

1. General Questions

What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Returns and Exchanges

Returns Policy
If you are not completely satisfied with your purchase or gift for any reason, we welcome you to return new and untouched or modified products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Returns that are made from 31-60 days after purchase are eligible for online credit.

1. About Hair Systems

Is your product a hair transplant?
How long does it take to get a hair system?
Our premade hair systems are available to ship worldwide and will be received within 3 to 4 weeks after the order is processed. Our custom made hair systems have a production time frame of 10 to 12 weeks.
Is your product a hair transplant?
Our product is not a hair transplant. It's a non invasive, non-surgical, semi-permanent solution. Using the product has no side effects and it can be removed when desired, leaving no scars or marks.
Do I need to shave my head to use a hair system?
To use our product, the thinning/balding area on top of your head will have to be shaved. If your hair loss situation is partial and/or only located in the front (receding hairline) or only in the back (crown area), a surface size of minimum 4 inches square will need to be shaved to ensure solid and safe bonding of the hair system. If your hair loss situation is located in the front and in the back, with a good area of thick hair in between, the majority of the top of your head will still need to be shaved to cover the two balding zones with the hair piece and to obtain better and more realistic results.
How will the hair system be attached to my head?
Our hair units can be attached to your scalp using special certified skin safe liquid adhesive or special double-sided tape. We offer these products in the maintenance products section of our shop. The attachment can be partial or full and can be done in different ways, offering bonds that will vary in resistance according to your needs and lifestyle.
How long will the hair system stay on my head?
You will wear the hair system between 2 to 4 weeks on your head, depending on your lifestyle, body chemistry and location’s weather conditions as well. Every 2 to 4 weeks, the hair system needs to be removed, the old adhesive will also need to be removed; the scalp will need to be cleaned and the hair that has regrown will need to be shaved again. The hair system will then be refitted to the scalp using fresh adhesive.
Is the product made-of real human hair?
All our hair systems are made with 100% natural human hair. Our premade units are made with A-grade virgin Indian hair and our custom units are made with superior authentic virgin Remy Indian hair.
What is the lifespan of a hair system?
The lifespan of our hair systems will depend on a variety of factors including the type of base material it is made of, the usage and the maintenance given to it. Hair systems do naturally lose quality over time as the hair strands become more dry and worn looking. The frequency of the maintenance services (refits), the products used to style and maintain the hair, the exposure to the sun and the frequency of shampoos done to the hair are all factors that will make the hair strands age with time, the knots weaken and the base lose its shape and strength. Our hair systems are all designed to last between an average of 4 to 6 months, except our special ultra-thin skin hair system which has a lifespan of 1 to 3 months due to its extremely thin and fragile base material.
Can I shower and swim with my hair system?
All our hair systems are designed to resist sweat and water exposure. What is affected by those elements is in fact the adhesive and not the hair unit itself. The adhesives we recommend are sweat and waterproof but they also each have limits to how much water/sweat exposure they can take before they start to break and need to be changed.
How is a hair system better than a hair transplant?
Many people are asking themselves this common question when looking for the perfect hair loss solution. They are actually two completely different solutions that will match different requirements on different people. Staying very transparent and honest, we have created a list of the pros and cons of each solution, to give you an overview of each, so you can better decide if one would be best for you.
•Non surgical or invasive • Instant and guaranteed results • Can be temporary • Can be used at any age • Fully customizable solution (hair density, color, style)• Ideal for light to medium hair loss situation • Permanent solution • Little maintenance required • Cost per operation (vs recurring)
• Medium to advance hair loss situations only • Regular maintenance needed • Temporary solution • Recurrent cost• Non-guaranteed results • Irreversible surgical procedure  • Possibility of scars for life  • Density achievable of maximum 50-60% • Chances of rejections of the transplants • 2 or 3 (or more) hair transplants normally needed to achieve

2. About Maintenance

How often do I need to do a maintenance of my hair system?
The average service/maintenance cycle is 2-4 weeks. Depending on your lifestyle and personal preferences, you may want to have a rebond maintenance service sooner than 2 weeks or later than 4 weeks however we do not recommend wearing your system more than 5-6 weeks without changing the adhesive.
What does a maintenance session involve?
For every U.S. or Canadian dollar you spend (as applicable based on country of purchase) on Sephora merchandise online at or, in Sephora retail stores, in Sephora at Kohl's stores (U.S. only),, Instacart, Instagram Checkout, Facebook Checkout, and YouTube Shopping (Sephora merchandise only), Insiders, VIB and Rouge receive 1 Beauty Insider point when you provide or check out with the email address that is registered to your Beauty Insider account. We may offer bonus points events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus points offer.

Account registration, sign in, password & linked accounts

Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Order status & history

Tracking an Order
You can track the status of your order online at Click on Track Order at the bottom of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed" Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.

Chat with us

Use the chat bubble in the bottom left corner to start a chat with one of our hair replacement advisors.
Our advisors are available: 
MON-FRI: 9am to 6pm ET 

Message us

Send us a message through our Contact Us page.

Our hair replacement specialists are available:
MON-SUN: 9am - 6pm ET