Arabella Hair Help & FAQS

Q: What is Virgin Hair and Remy Hair?

A.Virgin hair is human hair that is unprocessed and has never been altered by color, perm or other chemicals. It is 100% natural and has all of its cuticles intact.

Remy is a term used to explain the hair cuticles. The cuticle layer of the hair remains intact and runs in the same direction to prevent any kind of tangling.

Q: How many bundles of hair do I need?

A.The amount of bundles needed, depends on the type of look you are going for. Typically the amounts of bundles needed are:

*12-18inches ~ 3 bundles

*18-26inches ~ 4 bundles

*26inches and beyond ~ 4+ bundles

Q: Can I get my bundles in a different color?

A.Full of Hair is 100% virgin unprocessed hair and does not have any chemical treatment which includes coloring. The bundles only come in its natural color (off black #1B or dark brown #2).

Q: Can the hair be dyed/bleached?

A.Yes. All virgin hair can be dyed/bleached. Do keep in mind that once the virgin hair is dyed or bleached, it is no longer unprocessed. Any chemical used to alter the natural state of the hair is now considered processed. Advance care will be needed due to the hair no longer being attached to the scalp and therefore losing its natural moisture source. We highly recommend having your hair stylist dye your hair, so you will get the results you want and not damage the hair.

Q: Can the hair be flat ironed or curled?

A.Yes. Our hair can be flat ironed and/or curled. We suggest you use a heat protectant when using hot hair tools. Another alternative to get a curled look is to use flexi rods or rollers. This will prevent any possible heat damage.

Q: How long does the hair last?

A.This is 100% Virgin hair and can last for up to a year or more depending on how you take care of the hair. Proper hair care is the key!

Q: Do you offer any hair specials?

A.Yes we do! Contact us and Follow us on Facebook, Instagram and Twitter for any upcoming deals!!!!!

Q: How much does each bundle weigh?

A.Each bundle weighs approximately 3.5oz. The length of the hair can alter the weight. The longer the hair, the more bundles you will need.

Q:Why my hair extension getting tangled?

A:1) Your hair extension tangle due to dryness, oil & dirt built-up. Salt water, chlorine and not combing （wide tooth comb）out your hair daily.

B:2) Make sure to wash & condition your hair at least once a week, twice a week is better. Use olive oil to moisten it smoothly or consult your stylist for more help.

Q:How do I pay for an order?  

A:To pay for your order on Arabella Hair website, follow the steps below:

1) Select the order and click the "Pay Now" button

2）Choose paypal payment method on the checkout page

Q:Why did my payment fail?

A:If your payment for an order has failed, please check it is not due to the following situations:

Card security code failed Please note that an incorrect card security code could cause payment failure.

Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.

Insufficient fund If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit. Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.

Exceed limit Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly. 
 

Q: How can I track my order?

Packages will be shipped out within 24-48 working hours, If you place the order on Sunday or Chinese holidays,your order will be dispatched on the next working day.In some cases delivery may take a little longer than stated due to security and customs clearance. Track My Order

Log into MY ACCOUNT to view the status of your order Track your shipment by using the tracking number provided to you once your item(s) have been shipped. You cannot track your order before it has been shipped.

If you don’t know what your  tracking number is or if you’re having difficulty tracking your package, feel free to contact our customer service department for assistance.

Email:service@arabellahair.com

Q:I can't track my order using the tracking number provided. What can I do?

A:If you can't track your order using the tracking number provided:

1. Please contact the supplier to confirm whether they have provided you with the correct tracking number. Please also check if they have changed the shipping information. You can contact the supplier using our instant messenger tool, chat with us or click contact us to send us messages.
2. Please contact the shipping company to confirm if the order was dispatched. Sometimes shipping companies take 1-2 days to update new delivery information on their website.

Q: How long will it take to receive my order?

A: Normally the package can be delivered with 3-5days, The length of time in which you receive your order will depend on many factors such as the shipping method as well as the location of the shipping address. 

Once your order has shipped, you will receive a  tracking number by email, enabling you to track your order.

Q: How can I cancel my order?

A: If you decide to cancel your order you can contact our customer service department and they will assist you in doing so.

Q:Why was my item/order canceled?

A:Your order had been canceled for the following reasons: Item(s) became unavailable after your order was placed Difficulty in processing your payment information Inability to ship to the address provided If you have questions or would like to place a new order please contact us

Q:What if I forget my password?

A:We can quickly email you a link to reset your password. Click here to go to the log-in page and then click "Reset Password".

Q:When will I receive my refund?

A: The refund caused by order cancellation, refund agreement or Mediation will be process instantly from Arabella Hair account. However, it may take 7-10 business days for it to display on your credit card statement.

Q:What types of payment do you accept?

A: We accept the following payment methods:

Credit cards: VISA, MasterCard, PayPal and American Express.

Refund & Exchange Policy
If the goods can not satisfy you. It is for sure that you can send it back for refund or exchange. Please notice that if you wish to return any or all parts of your order, you will need to contact customer service firstly, you can send the items back after their confirmation. Buyer needs to pay the return shipping fee if it is not a quality problem. 
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted
1.Any item not in its original condition, is damaged or missing parts for reasons not due to our error
2.Any item that is returned more than 15 days after delivery

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at service@arabellahair.com