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All the answers you need to know! Browse our FAQ here!

Frequently Asked Questions

Hair Extensions

To ensure a seamless blend with your natural hair, select an extension color that closely matches the mid-length to the ends of your hair, rather than the roots or tips. For a flawless match, our team offers a complimentary color matching service online. Don't hesitate to reach out for expert guidance in finding your perfect shade.

We regularly restock our products. If you're waiting for an item to become available again, please email or use the "notify me when it's available" option on the product page to receive updates.

Mixing and matching tape-in styles is encouraged for a uniquely tailored look. For finer hair, layering an ultra-seamless tape-in beneath an invisible tape-in creates an impeccably natural appearance. This combination ensures a versatile and discreet extension experience.

Our traditional weft extensions are machine-made and offer classic versatility. The Genius weft, however, boasts extreme flexibility and a finer track, making it especially suitable for finer hair due to its discreet and comfortable wear.

If you're hesitating between two or three shades, our experts are here to help with a personalized color match. You can also explore our color guide online or consider purchasing a sample pack to find your perfect match.

Your lifestyle and personal preference should guide your choice between clip-ins and halo extensions. Clip-ins offer versatility for those who enjoy styling, while halos are ideal for quick and effortless volume and length.

Our extensions, made from 100% Remy human hair, can be styled with hot tools. Remember to use a heat protectant to safeguard both your extensions and natural hair from damage.

While our high-quality human hair extensions can be dyed, we advise against extensive chemical treatments to preserve their integrity. For the best results, select a shade that closely matches your natural hair to minimize the need for dyeing.

Brush extensions before washing.

Use lukewarm water mixed with sulfate, paraben, alcohol, and keratin-free shampoo.

Shampoo and condition each extension gently, then apply a deep conditioner or hair mask overnight.

Rinse and air dry or blow dry with a heat protectant.

How to Contact Us

For assistance or inquiries, reach out to us at Our dedicated team is committed to providing support and ensuring a response within 24 hours. Additionally, our FAQ page and social media channels are available for quick answers and updates.

When your order has been dispatched, your order confirmation will connect you through to the courier provider, so we are not able to help much after the parcel has left our warehouse. We recommend getting in touch with the courier as they will be able to check the status of and track down parcels.

You will need to first reach out to the courier provider so they can lodge an investigation into what has happened. After that, the courier provider will let you know if your parcel is missing. If you find yourself needing to make a claim, we will help as much as we can.

We are so sorry to hear that you have received the wrong order. Please contact customer services at and provide your order number and we will assist you further. We are happy to cover return costs to us so we can get your correct order on the way.

If you think you were double-charged, our support team will be happy to help. Please email us at and provide us with your order number, amount and payment method so we can return the second charge to you.

Shipping and Delivery

Orders are dispatched within 24 hours, utilizing DHL Express & FedEx for 4-7 day delivery. Orders placed before 8 pm CST from Monday to Friday are eligible for same-day dispatch. Track your order with the provided tracking number or contact us for further assistance.

You can track your parcel using the tracking number in your email. Alternatively, email for more information on yoUr order.

You should have received your tracking details alongside the email confirmation!

If your parcel hasn't arrived within the expected time frame, please contact us immediately as it is much easier to find lost or missing parcels within a few days of sending them than several weeks later. Alternatively, you may find keeping your track and trace handy and giving your delivery company a call.

As long as you have not recieved a dispatch email, please email with your order number and the correct address. We will try our best to have this corrected. If for any reason we cannot, we recommend to contact Courier Post with your tracking number to have your parcel redirected.

Exchange and Refund Policy

Eligible unopened products can be exchanged or refunded. Contact us with your order number for support. Refunds exclude shipping costs, and orders paid via Pay Later Methods may incur a restocking fee.

Once we have received your extensions back, and have confirmed that they are in acceptable condition, you can choose to exchange them or receive a refund (minus shipping costs)

After you submit your request, we will process it as soon as we can. If we have any issues or questions, we will contact you. Otherwise, we will go ahead and process your request. If you have any questions please send an email to

For orders made using Pay Later Methods will incur a 5% Restocking fee. Any payments will be refunded and any scheduled payments will be cancelled. Usually these financial institutions take around 3-5 Business days to process, however, it may take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us.

Once we receive your order, we usually reach out in 48-72 hours to get the issue sorted. 

We recommend when sending a product back for an exchange/return to opt for tracked delivery so you can keep track of where your item is. If anything happens to your item on its way to us, the courier company is liable for this and we unfortunately will not be able to honour the exchange/return.

Sometimes you purchase an item that isn’t quite right, so we’ve made sure it’s easy to make an exchange. Ship back your current set of extensions and let us know what you'd like an exchange via e-mail or over the phone. We’ll get you set up with a new order docket. Please note that courier costs for returns are covered by the customer.

You’re welcome to send us a photo of your hair taken in natural lighting and our experts would be happy to colour match for you. Alternatively, check out our colour guide, or you can purchase both and using the test strand supplied, you can choose the better fit and return your other set for a refund.

We are so sorry to hear that you have received the wrong order. Please contact customer services at and provide your order number and we will assist you further. We are happy to cover return costs to us so we can get your correct order on way.

If a product is unopened we can exchange or refund, however, any product tampered with will not be accepted as it goes against our hygiene policies.

You can email us at

Otherwise, simply open up the live chat during operating hours. We guarantee a response within 24 hours. 

Training Academy

We offer a dedicated Online Academy! Learn more here

Our online training includes sectioning, application, and removal techniques which you can practice at home using your own model or a mannequin head! We also show you colour and cutting techniques that are important for creating flawless results.

Yes, we do recommend only people with some experience in hairdressing take advantage of our training courses. A basic understanding of hair fundamentals is important to get the most out of these courses. 

Yes, you receive an e-certificate of completion for any online training with Superior Hair.

Superior Hair online training courses comes with a starter kit with everything you need to learn the basics. For each method that you purchase, Superior Hair we provide everything that you need including all the hair and tools for every method. You will get an introduction to the method, consultation guides, installation, maintenance, and thorough instruction on cutting in and finishing off the look. 

If you would only like to learn a selected method, you can purchase this individually. However, our ‘buy three get one free’ option will get you the full four method training.

Yes, we are always ready and willing to help you out. Feel free to email us at and we will get back to you within 24-48 hours.