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FAQ

What is your exchange/return policy?

We are more than happy to accommodate exchanges of hair extensions that have NOT been cut, tampered and altered in any. Since Human hair extensions are a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW used items to be returned for the safety of all of our clients. Read more on our exchange policy here.

KCC guarantees satisfaction with all our hair extensions and we are proud to offer a 7 day return policy if you are not satisfied with the hair you have purchased from us. The customer will be responsible for the return shipping cost and will need to contact our customer service customerservice@xoticahair.com for the return address. Once the product is received at our headquarters a full refund will be issued to your original payment method.  Read more on our return policy here

How long will my virgin hair weft extensions last?

On average, when virgin hair is not chemically altered from it's natural state it can last over 1 year if hair is properly cared for. Hair that has been colored or bleached typically last 6-8 months depending on care.

What is the difference between virgin hair and remy hair?

Virgin hair is the best hair you can buy! The difference between virgin hair and remy hair is that remy hair has been processed either for texture or color. Virgin hair is natural and has not been processed for texture or color. Also, the cuticles are still intact on virgin hair.

Does virgin hair come in different colors?

No, the hair is in its natural state. The natural color is similar to 1b or 2 in color depending on the donor.

Can I color/dye my virgin hair bundles?

Yes you can color and/or bleach your virgin hair bundles. Please use caution when altering the color on your own. If you are uncertain of how to dye the hair, please visit a license professional hair stylist. We are not responsible for any problems which occur during coloring.

I noticed that there are a few grey/white strands in my bundle, what is this?

These are gray hairs. The hair is in it's natural state and has not been chemically altered. Grays are normal and can easily be removed by pulling them out individually. There are usually no more than 5 strands of gray in some bundles.

I noticed some hair has a corn-ship/chemical smell, why is this?

Our virgin hair is 100% virgin hair. Our hair DOES NOT have a corn chip/chemical smell. Antiseptics are used to cleanse the hair of any bugs or lice. You should always wash your bundles prior to installation. Deep condition for up to 1 hour and add a half cap of your favorite fabric softener to the conditioner that's right, FABRIC SOFTNER to make the hair smell and feel even more amazing!

My hair has a luster to it, which makes me wonder whether the hair is virgin or not, why does it have a shine?

Please note we do sometimes put an oil on to the hair before shipment. Once washed and conditioned the hair will lose the shine as the oils have been washed out.

Should I wash my hair wefts before installation?

We do recommend washing all hair textures prior to install. You may simply co-wash (conditioning only) the hair and hang it up to air dry while still in the ponytail bundle.

If I purchase wavy hair can it be straightened and curled?

Yes, you can straighten and curl all virgin hair types. Our virgin hair is steamed for the wave pattern. We do not process our hair or use harsh chemicals that create permanent waves.

Will the wave and curl pattern return after I straighten the hair?

Depending on how much heat you have applied to the hair, the original pattern can return for our natural wave and curly patterns. Body Wave patterns do not return. If you wish to create or renew the hair patterns there are a lot of cool boiling tricks on Youtube which use curling rods and foil.

What is the best way to take care of my hair?

Wash every two weeks, air dry, apply as less heat as possible, if you absolutely must use heat use a heat protectant and use light natural hair oils on the hair for shine. For more information on hair care visit Hair Maintenance page.

Is your virgin hair true to length?

Our virgin hair is single drawn, this means each bundle of hair is like a pony tail with different hair lengths. For example: in a bundle of 20" virgin hair you could find hair of size 16", 18", 20", but the over all length of the bundle is 20" when stretched. Single drawn hair gives you the most realistic look.

How many ounces are in each bundle?

Our bundles are approximately 3.5 ounces per bundle unless otherwise stated in the product description.

How many bundles do I need for a full head?

This is the bundle standard, but also consider the style you want to achieve, the size of your head and also consult your licensed hair stylist.

12" - 16"  2 bundles

18" - 24"  3 bundles

26" - 30"  4 bundles

32"- 34"   5 bundles

You can add an additional bundle if you desire very heavy look or if you are doing a bang.

I would like to order, but I see the length I would like to purchase is not in-stock. When will you have more hair?

We are very selective when it comes to choosing the best quality hair! 

How do I know my order was successfully received?

After payment, you will receive a receipt and order confirmation email from us. If you do not receive this email it is a chance your order was not successfully submitted or you entered the wrong email address when creating your account.

I received an email stating Manual Verification Required, what now?

An additional step is required in order to fulfill your order, this involves providing us with the card used for purchase and photo identification. If your order is selected for "Manual Verification" this may delay shipping of your purchase.

I received an email stating my order was "canceled" or/and "declined", what does this mean?

This means that your billing details entered into our system were inaccurate, the billing street address, CVC or zip code may have been entered incorrectly. There will be no charge to your account and you may replace the order using the correct billing information.

My order shipped, but I have not received it yet. What should I do?

The first thing you should do is check the tracking number. We ship via Canada Post and USPS which means that your package will be dropped off by your local mail man/woman. Often customers may not realize that their order has been delivered and placed in their local mail boxes.

I received my tracking number, but the system does not display any information, what should I do?

Canada Post and USPS updates their system several times a day, if you do not see an update with delivery information within 24 hours of ordering please contact us. 

 

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