Frequently Asked Questions
Frequently Asked Questions
Why Us?
With us, quality is not a claim — it is a standard. In an industry where "raw hair" has become a buzzword thrown around loosely, we take pride in actually delivering what we promise. A lot of sellers follow the trend without truly understanding what raw hair means. We do.
With us, you don't have to compromise. You get exactly what you paid for — genuine, untouched hair that proves itself the moment you feel it. No gimmicks, no false advertising. The proof is in the pudding, and our hair speaks for itself.
Our Products
What textures and lengths do you offer?
- Vietnamese Straight: 12" – 30"
- 100% Virgin Hair: 12" – 30"
What is the difference between raw and virgin hair?
Virgin hair is unprocessed, meaning it has not been chemically treated, coloured, or permed. Raw hair goes a step further — it is collected from a single donor and has never undergone any processing whatsoever, not even washing or conditioning. Raw hair is the most natural and highest grade of hair available.
Why do my bundles look slightly different from the photos?
Because our hair is 100% raw and sourced from single donors, there may be subtle natural variations in colour and curl pattern between bundles. This is completely normal and is actually a sign of genuine raw hair — no two bundles will ever be exactly the same.
How many bundles do I need?
This depends on the look you want to achieve and the lengths you are ordering. As a general guide, most full installs require 2–3 bundles. We recommend consulting with your stylist before ordering.
Can I colour the hair?
Yes. Both our raw and virgin hair can be coloured. Raw hair in particular takes colour exceptionally well due to its completely unprocessed nature. We always recommend having your hair coloured by a professional to maintain its integrity.
Can I use heat on the hair?
Yes, our hair is heat friendly. We recommend using a heat protectant spray before applying any direct heat to extend the life of your bundles.
Orders & Pre-Order
What is a pre-order?
A pre-order means your order is made specifically for you once payment is confirmed. We do not hold ready-made stock — every bundle is prepared fresh to ensure the highest quality.
When does my processing time begin?
Processing time begins from the date your payment is confirmed, not the date your order is placed.
Can I cancel my order after placing it?
As all orders are made to order, we are unable to cancel orders once payment has been confirmed. Please ensure you are happy with your order before completing your purchase.
How do I know my order has been confirmed?
You will receive a confirmation once your payment has been processed. You will also be notified when your order has been dispatched.
Processing & Shipping
How long does processing take?
- Virgin Hair: 3–4 business days
- Raw Hair (Vietnamese Straight): 7–14 business days
How long does shipping take?
Once dispatched, please allow 3–4 business days for delivery. International orders may take slightly longer depending on your location and local customs.
Do you ship internationally?
Yes, we ship within the UK and worldwide.
Will I have to pay customs fees? International orders may be subject to customs duties and import taxes upon arrival in your country. These charges are the responsibility of the customer and are not covered by us.
What happens if I provide the wrong address?
Please ensure your shipping address is correct at the time of ordering. We cannot be held responsible for orders delayed or lost due to incorrect address details.
Returns & Exchanges
Do you accept returns?
No. Due to the nature of our products and our pre-order model, all sales are final. We do not accept returns or exchanges under any circumstances.
What if my order arrives damaged? If there is an issue with your order upon arrival, please contact us as soon as possible with photos and your order details so we can look into this for you.
Contact
How can I get in touch? If you have a question that hasn't been answered here, please contact us before placing your order. We are happy to help and want to make sure you are fully confident before purchasing.