FAQ

Everything we get asked most, answered properly. If yours isn't here, email us — we answer within one business day.

Choosing your set

How do I know which shade I am?

Don't guess from a screen — monitors and lighting distort colour badly. Send us a photo of your hair in indirect natural daylight, unfiltered, showing the mid-lengths and ends, and we'll match it for you at no cost. If nothing in our range genuinely matches, we'll tell you rather than sell you the closest thing.

How much weight do I need?

As a rough guide:

• Fine or short hair — 100–120g. More than this looks obvious and pulls uncomfortably.
• Medium thickness — 140–180g. This is the most common choice.
• Thick hair, or adding serious length — 200g+, or two sets.

The longer the extension, the more weight you need to avoid a thin, stringy look at the ends.

What length should I pick?

Extension lengths are measured from the top of the weft to the tip. Held against your collarbone, a 20" set typically lands mid-back. If you're between two lengths, size up — a stylist can trim and blend them, but nobody can add length back.

Will people be able to tell?

Not if the shade, weight and placement are right, and the ends are blended by a stylist. The three things that give extensions away are a shade mismatch, too much weight for your natural hair, and an unblended blunt line at the ends. All three are fixable.

Can I colour or tone them?

You can go darker — Remy human hair takes a deposit-only colour or toner. You cannot reliably lighten them; extension hair has already been processed and bleaching it usually destroys the cuticle. Always have colouring done by a professional, and always test on a small hidden weft first. Colouring is at your own risk and isn't covered by our returns policy.

Wearing and caring

How long will they last?

With proper care, six to twelve months of regular wear for clip-ins. Heat styling is the single biggest factor — extensions have no blood supply and cannot repair themselves, so every hot tool pass is permanent wear. Daily straightening at high heat can cut that lifespan to a couple of months.

Can I sleep or swim in them?

Clip-ins: take them out for both. Sleeping in clip-ins tangles them and pulls on your scalp.

Tape-ins and wefts: sleep in a loose braid on a silk pillowcase. Before swimming, wet the hair with fresh water and apply a leave-in conditioner — saturated hair absorbs far less chlorine and salt. Rinse thoroughly straight after.

How often should I wash them?

Far less than your own hair — every 15 to 20 wears, or when product build-up makes them feel heavy. Extensions get no natural scalp oils, so washing strips them without replacing anything. Use a sulphate-free and alcohol-free shampoo.

They feel dry or tangled. What went wrong?

Usually one of four things: heat damage, sulphate shampoo, sleeping in them loose, or product build-up. A deep conditioning mask left in for 20–30 minutes will recover mild dryness. Matting at the wefts is generally permanent — prevention is the only real fix. Full detail in our Hair Care Guide.

Orders, shipping and returns

How fast do you ship?

Orders placed before [CUTOFF TIME] on a business day are dispatched the same day. Standard delivery is typically [X–X] business days within Australia, express [X–X]. Tracking is emailed as soon as your parcel leaves us.

Can I return extensions if I change my mind?

Only if they are unopened and unused, with all hygiene seals and tags intact, within [X] days of delivery. For health and hygiene reasons we can't accept change-of-mind returns on hair that has been unsealed, worn, brushed, washed, cut, coloured or heat-styled — this is standard across the industry.

This does not limit your rights under the Australian Consumer Law. If your hair is faulty, significantly different from what was described, or not fit for purpose, you're entitled to a repair, replacement or refund regardless of whether it's been opened. Contact us with photos and we'll sort it out.

The shade doesn't match. What now?

Email us before you open the hygiene seal, with a daylight photo of the extensions against your hair. If the seal is intact we'll arrange an exchange. This is exactly why we offer a free shade match before you order — please use it.

Do you ship internationally?

[Currently Australia and New Zealand only / Yes — see checkout for rates.] Any customs duties or import taxes are the responsibility of the recipient.

Do you offer wholesale or stylist pricing?

Yes — get in touch with your salon name and ABN and we'll send you our trade rates.