FAQ


Care & Maintenance

How do I prepare my bundles for install?


To prepare your bundles for install, pre-wash and condition your bundles with high-quality shampoo and conditioning products that are Sulfate Free.

Can I dye my hair extensions?


Yes, you can dye our Brazilian Collections. Our Virgin Brazilian 613 Collection has been pre-bleached, making it easier to deposit color into the hair. We recommend that you allow an experienced hair care professional to color of your hair extensions.

How do I care for my hair extensions?


To properly care for your extensions you should shampoo and condition regularly with a high-quality sulfate-free shampoo. Use a sulfate-free creamy conditioner to add moisture. Use a heat protectant when applying heat styling tools, and sleep on a satin pillowcase (or in a satin cap) to reduce breakage, tangles, and thinning.

Payments

What types of payment do you accept?


We accept all major credit cards (Visa, MasterCard, and Discover), PayPal, and Apple Pay.

Why is my transaction not going through?


Transactions may not go through if the information entered does not match what your bank or credit card provider has on file. Please make sure that you enter the correct billing address and contact information, exactly as it appears on your bank or credit card statement. If billing and shipping address do not match MONEY WILL BE REFUNDED!
 

Some transactions may also be held for further verification by our Risk Review team to ensure the protection of our customers.

Why did Customer Care email me to verify my order?


Orders over $500 may require additional verification prior to shipping. Our Customer Care team will contact you if this is required for your order.

Does Complex Hair Collection keep my personal credit card information?


Complex Hair Collection never stores your credit card information. This is the private property of the cardholder at all times before, during, and after the product purchase. All transactions are processed through Shopify Payments — a secure form of payment that is heavily encrypted by third-party payment processors. You can allow Shopify Payments to remember your payment info to your discretion. 


Shipping & Delivery

How much does shipping cost?


Standard shipping is free on orders of $200 or more are free. For orders less than $150, the cost is $10. Standard shipping with signature delivery confirmation is $15.
Overnight shipping is $35. It includes signature delivery confirmation.

When will my order be shipped?


Our standard processing time for orders is 3 to 5 business days. Overnight Shipping orders are processed within the same business day if the order is placed by 9:00 am EST.
 

Example 1: An order is placed at 8:59 am EST on Thursday. It can potentially be processed and shipped on that Thursday.
Example 2: An order is placed at 9:30 am EST on Friday. It will be processed and shipped on the following Monday.

When will I receive my tracking number?


You will receive a shipment confirmation email and tracking number within 24-48 hours of your order being processed.

How long does it take to receive my order?


All orders are delivered on business days, Monday through Friday. Orders are not delivered on weekends.

Orders shipped with standard shipping are processed and shipped within 3 to 5 business days. Orders are delivered by the postal carrier within 3 to 5 business days.

Orders shipped with overnight shipping are processed and shipped within 1 business day. If the order is placed before 9 am EST, the order will ship the same day and arrive the following business day. If the order is placed after 9 am EST, the order will ship the next business day and arrive 2 business days after your order is placed.

Please make sure to also enter the correct shipping address – street number and name, apartment or suite number, city, state, and zip code.

We are not liable for packages that are sent to the wrong address when the address information is entered incorrectly.

My tracking says delivered, but I haven’t received my package – what do I do?


We recommend checking with your neighbors to see if it was accidentally delivered somewhere nearby.

You can also contact the carrier directly to verify that they no longer have the package. The phone number for USPS is 1-800-ASK-USPS® (1-800-275-8777). If your shipment can't be located, please contact us for assistance.

Please make sure to also enter the correct shipping address – street number and name, apartment or suite number, city, state, and zip code.

We are not liable for packages that are sent to the wrong address when the address information is entered incorrectly.

Do you ship to P.O. boxes?


We only ship to P.O. boxes when using standard shipping. If you are using express or signature required shipping, you must enter a valid residence, company or hotel address for a successful delivery.

Returns

What is your return and exchange policy? 

ALL SALES ARE FINAL. We Do Not have a Return or Exchange Policy unless there is a mistake on our behalf, and then we will make the changes to correct it immediately. NO REFUNDS,NO EXCHANGES ,NO CANCELLATIONS.