FAQ
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Frequently asked questions: Regarding Order
What is the return policy?
For hygiene and quality-control reasons, all purchases are final sale. We do not accept returns, exchanges, or provide refunds once an order has been placed. Please ensure product details such as texture, length, and quantity are correct prior to completing your purchase.
Are any purchases final sale?
Yes. Due to the nature of our products, all sales are final. We do not offer refunds. Please double-check your order details prior to completing your purchase.
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Where are your products manufactured?
Our hair products are produced in high-quality manufacturing facilities in China, where we partner directly with experienced suppliers who specialize in premium hair textures. Each batch is inspected and tested before it reaches our customers to ensure consistency and quality.
How long does it take for my order to ship?
Shipping typically takes 3–4 business days once processing begins.
Business days do not include Saturdays, Sundays, or holidays.
Please note: There is a 24-hour processing window before shipping time starts. This means the shipping countdown begins the next business day after your order is placed.
Example for clarity:
If you place an order on Monday at 1:00 PM, your processing window runs until Tuesday at 1:00 PM.
After that time, your 3–4 business day shipping window begins.
So you can expect your order to arrive between Friday and the following Monday.
In short:
- Day 0: Order placed
- Day 1: Processing
- Days 2–5: Shipping timeframe (3–4 business days)
If you need your order by a certain date, we recommend placing it as early as possible to account for processing and business days.
What if my package is lost or stolen?
Once your order has been shipped and marked as delivered by the carrier, we are no longer responsible for lost, stolen, or missing packages.
We highly recommend purchasing Route Package Protection or signature delivery services if you are concerned about package safety in your area.
If your tracking shows “delivered” but you cannot locate your package, please contact the shipping carrier directly to open a claim.
Please note: We do not issue refunds or replacements for packages marked as delivered.
What is your cancellation policy for orders?
You have a 24-hour window from the time your order is placed to request a cancellation.
After 24 hours, your order enters fulfillment and cannot be canceled, modified, or refunded.
Please make sure all product selections (length, texture, color, quantity) are correct before completing checkout.
What happens if I dispute the charge with my bank?
Filing a bank dispute or chargeback after receiving your product or after your order has shipped is not tolerated.
We maintain full documentation, including payment records, order confirmations, tracking details, and delivery proof, showing that your ordered items were processed and shipped correctly.
Submitting a false dispute will result in:
- Immediate removal of purchasing privileges
- Legal and collection action for the full order amount plus any dispute fees
We take customer satisfaction seriously and ensure every product is correct before shipping. If you have a concern, please contact us directly first so we can resolve it fairly.
What if I received the wrong item?
If you believe you received an incorrect item, you must report the issue within 24 hours of delivery to be eligible for assistance.
Please email ohklengths@gmail.com using the format below so we can verify and resolve the issue:
Subject: Incorrect Item — Order #______
Include:
- Full name & order number
- Description of the issue (what you received vs. what was ordered)
- Clear photos and/or video of:
The product received
The packaging
The packing slip with order details visible
Once verified, we will contact you with resolution options.
Important: Items must be unused and unaltered for verification.
If the incorrect item is not reported within 24 hours of delivery, we cannot guarantee replacement due to product handling & hygiene standards.
Who can I contact regarding my order?
For questions about your order, product guidance, or support, please contact us at:
Email: ohklengths@gmail.com.
Response time: 24–48 business hours
(Please note: weekends & holidays may extend response times)
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What if my item arrives damaged?
If your package arrives with a damaged item, you must report the issue within 24 hours of delivery so we can review and assist you.
Please email ohklengths@gmail.com with the following required information:
Subject: Damaged Item — Order #______
Include:
- Full name & order number
- Description of the damage
- Photos and/or video clearly showing the damaged item before it is installed, washed, cut, or altered
- Photo of your packing slip
Once submitted, our team will review and respond with next steps.
Please note: Items that have been worn, installed, cut, colored, washed, or altered in any way cannot be reviewed or replaced, as this affects product integrity.
Frequently asked questions: Hair Edition
What types of hair do you offer?
We offer high-quality Virgin and Raw hair extensions in a variety of textures (straight, body wave, curly, deep wave, yaki). Human hair gives a natural look and can be styled like your own hair, unlike most synthetic hair options.
What’s the difference between raw hair and virgin hair?
Raw hair is the most natural and unprocessed form of human hair you can buy. It comes directly from a single donor and has not been altered with steam, chemicals, dyes, or heat treatments. Because of this, the texture is completely natural, meaning it behaves just like real human hair when styled, washed, or exposed to weather. Raw hair is known for its durability, authentic movement, and long lifespan when cared for properly. It’s often considered the highest-quality option because nothing has been done to change the hair from how it naturally grows.
Virgin hair is also real human hair that has never been chemically processed, but it may be steam-processed to create consistent textures like body wave, curly, or deep wave. This makes virgin hair more versatile in styling options while still maintaining a natural look and feel. Although it may not be as completely unaltered as raw hair, it still offers long wear and quality, just with more texture choices and a slightly smoother, more uniform appearance.
In short:
- Raw hair = pure, untouched, single-donor hair with the most natural texture and longest lifespan.
- Virgin hair = high-quality human hair that remains chemical-free but may be steam-textured, giving more styling variety while still looking natural.
How many bundles do I need for a full head?
For most sew-ins or wig units:
• Shorter lengths (up to 14–16”) — 2–3 bundles
• 18–24” — 3 bundles
• Longer lengths (26”+) — 3–4 bundles for fullness and volume
How long does hair extensions last?
The lifespan depends on how you care for them and the type of hair: with proper maintenance, quality human hair extensions can last several months up to a year or longer.
Will hair extensions damage my natural hair?
When installed properly and maintained, extensions do not automatically damage your natural hair. Damage is often caused by improper application, poor maintenance, or leaving extensions in too long without adjustments.
Can I style my extensions (heat, curls, color)?
Yes, high-quality human hair extensions can be straightened, curled, and style with heat tools, just like your natural hair. If coloring and/or bleaching it’s best done by a professional to avoid damage.
How do I wash and care for my hair extensions?
Wash extensions with sulfate-free shampoo and conditioner. Keep hair moisturized, detangle gently with a wide-tooth comb, and avoid sleeping with wet hair. When not in use, store hair loosely or on a hanger to prevent tangling
What is the difference between a closure and a frontal?
A closure is a small lace piece (usually 4x4, 5x5, or 6x6) placed at the top or front of your install to close off a hairstyle. It mainly allows for a single part or limited parting space, offering a natural look with low maintenance and less leave-out. Closures are great for everyday installs and those who want less work and longer wear.
A frontal is a larger lace piece (typically 13x4 or 13x6) that spans from ear to ear. Frontals allow full hairline coverageand multiple parting options, making them more versatile for styling, ponytails, and different looks. However, frontals typically require more maintenance, adhesive or gluing, and regular touch-ups.
In short:
- Closure = easier maintenance, smaller lace area, everyday wear
- Frontal = more versatility and styling options, but requires more upkeep
What is the difference between HD lace and transparent lace?
HD lace is a thinner, softer, and more delicate lace that melts seamlessly into most skin tones, giving the most natural scalp appearance, especially along the hairline. It’s ideal for moments when you want your lace to be nearly undetectable, but requires gentle handling because of how fine the material is.
Transparent lace is slightly thicker than HD lace and comes in a light, transparent tone. It can also blend well into the skin, especially when tinted or when lace tint is applied. While not as invisible as HD lace, it is more durable, easier to work with, and often a better choice for beginners or everyday installs.
In short:
- HD lace = most realistic & invisible melt
- Transparent lace = natural look & more durable
Have a question about our products or services? We're here to help!