Questions Before Purchase

About Products

Q: Is your hair 100% human hair? Can I restyle or dye it?

All of our hair is 100% human hair, and top virgin hair. You can restyle it by yourself. Also you can dye it or bleach it by yourself or your stylist if possible. If you need customize wig service, you can contact our customer service. We have professional hair stylist to customize wig for you.

Q: What is the difference between transparent lace wig and medium brown lace wig?

Transparent lace wig is more invisible lace, it is suitable for any skin, more natural when wear. For medium brown lace, bleaching knots will be better to match skin.

Q: Is your wig/hair getting tangled or shedding?

It could be if hair too dry. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.

Q: Is your wig bleached the knots or pre-plucked hairline already?

The hair hasn't been bleached knots since we cannot ensure that the color we choose is for every customer. You can do it by yourself or by your hair stylist. 
We do a little pre-pluck hairline, it can save your time to wear wig, if you need more pre-plucked hairline, you can do it again and make it fit for you well.

Q: Can I ask larger or smaller wig cap size?

Generally our wig cap size is average size, for head circumference 21.25-22.8 inch. We support customize small wig cap size for 13x4 lace frontal wig and 4x4 lace closure wig for now. You can contact customer service about that if you need that. But sorry for now we cannot customize larger wig cap size. We suggest you buy hair bundles with closure/frontal.

Q: Length instruction?

Q: Can I go swimming with a wig?

Yes, you can go for a swim with the wig. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

Q: How to comb hair?

For straight hair: Use a wide-tooth comb to the hair,it is suggested to comb the ends first, then the body,and comb from the roots to the end lastly. If you comb from the roots to the ends directly, it will cause shedding.

For wavy or curly hair:The best comb is your fingers when you comb the wavy or curly hair. Also comb the ends first.

Q: Does your wig need use glue?

You can try to use it with glue or without glue, but using glue will be more natural looking. Some sisters don`t use glue because their hair is secured with a custom strap and comb in the back and glued spray. So it's very secure and doesn`t move at all.

About Payment

Q: What types of payment do you accept?

We accept the payment methods as Paypal and Credit Card. It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. We recommend you use Paypal. If you have payment problem when make order, please contact our customer service phone number 1-501-575-0211.

Q: Why did my payment fail?

Sometimes when your card is expired, insufficient balance or poor credit which may have a record of Chargeback or others will lead to card declined when paying. So we suggest customers not take a dispute for no reasons, because your credit record will be affected, and your next shopping will be declined. When your card is declined, you can call your bank for the problem. Or you can try another card. If you still have problems, please send an email to us: service@arabellahair.com.

Q: If I don't have a paypal account, how can i make order?

Paypal is not necessary, you can choose another way to make order , click " Pay with Credit/Debit Card".

Q: How do I use my coupon code?

The purchasing process on our website is: Add to Cart > Checkout > Confirm > Payment. When you are in the process of Checkout or Confirm, you can apply the coupon code.

Q: Can i use two discount code in one order?

Sorry, one order can only use one coupon code.

Questions After Purchase

About Order & Shipment

Q: How to track ,my order?

You can track your order in this page https://www.arabellahair.com/pages/track-your-order

Q: How long will my order be shipped after I place order?

Generally we will ship package out within 8-12 hours if hair in stock. If out of stock, we will need 2-3 working days to customize it for you.

Q: Which express do you use? How long will I receive package?

We use DHL, FedEx, UPS or TNT. Generally, the package will be delivered within 3-5 business days in the USA, and 5-8 days in other countries.

Q: Can I use Po.box as the shipping address?

Sorry, We don't accept PO.box(including FPO or APO) as the shipping address, because the Express(DHL/FedEx/UPS) can't deliver and we only accept the physical address as shipping address.

About Hair Problems

Q: Why is my hair tangled or shedding?

It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair's original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for hair, and it will make the hair tangled and rough. It's better to wash it with warm water, hair shampoo and hair conditioner after swimming.

Q: Why the hair I received different from the picture?

Normally the wigs in the pictures or videos that we post on our social media are installed and restyled by our hairstylists, so it would look more gorgeous. But actually it is the same as yours with the same materials. Therefore, you can ask a hairstylist or book our local hairstylist to help you install. 

Q: Why does my wig/hair smell a little?

It is the smell from the factory, but not the smell of chemicals. For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which is healthy and high-quality and can be used for a long time. So please don`t worry about that, we will try to minimize fragrance as well.

Q: Why is there no bleached knots in my wig?

All of the wigs hasn't been bleached knots, you can bleach it by yourself, and also will fit for yourself very much.

Q: Why does the hair come in brown? Or have white hair?

For our wigs, the hair material is collected directly from donors. It is natural hair without any process, so most hair color is natural color. And most hair's natural color is not jet black, sometimes it looks like brown under the sun or shiny light. Maybe there is little white hair because it has already existed when we collect from donors. However, it doesn't affect the usage, so please don`t worry about that. If you don't like the brown/white hair, you can dye the color by yourself or ask a hairstylist to help you dye it. This hair is very healthy, high-quality and can be used for a long time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

Q: Why the curl disappeared after I wash it?

 For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which can be used for a long time. Normally when we wash the hair, the style may change a little, because we stick to the human hair. It will be nice again with the shape of flat iron after drying. The hair is nice virgin hair, which can be dyed, bleached, shaped. And it can be used over 2-3 years with good protection. Here are some tips to help wash and care your hair: 1)When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. 2) If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! 3) When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we suggest you not use hair oil everyday. Because hair oil may make your hair strands dry and hard! 4) If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

About Cancel/Change Order

If you want to cancel or change your order, please contact us at first. If within 2 hours after ordered, we can do it for you,if over 2hours, we can't make sure that.

 Contact us

Any questions please feel free to contact us, we will reply you within 24 hours.

Call us: 1-501-575-0211

aftersale email: service@arabellahair.com

whatsapp: +86 18937456160