Frequently Asked Questions
How Can We Help?
Answers to the questions we hear most — from ordering and shipping to hair care and returns.
Orders & Shipping
Standard orders ship within 1-2 business days and typically arrive within 3-5 business days once shipped. Expedited options are available at checkout for faster delivery.
Currently we ship within the United States only. We’re working on expanding to more countries soon — join The Club for updates on international shipping.
Once your order ships, you’ll receive a tracking number by email. You can also track your order anytime using our Track Order page with your order number and email.
We process orders quickly, so changes or cancellations can only be made within 1 hour of placing your order. Contact us immediately if you need to make a change.
If your tracking shows no movement for more than 5 business days, reach out to our support team and we’ll investigate with the carrier and make it right.
Hair Care & Styling
Wash with sulfate-free shampoo and conditioner, detangle gently from ends to roots, and air dry or use low heat. Always store on a silk or satin surface to preserve softness.
Yes, our hair can be dyed, toned, or bleached since it’s 100% human hair. We recommend having this done by a professional stylist to preserve the hair’s integrity and longevity.
With proper care, Velvet bundles can last 12 months or longer with multiple installs. Longevity depends on how well the hair is maintained between wears.
Yes, but we recommend protecting your install with a swim cap in chlorinated or salt water, and thoroughly rinsing and conditioning afterward to prevent dryness.
Keep bundles on their original hanger or a silk hair bag, away from direct sunlight and humidity, to maintain texture and shine between wears.
Product & Quality
We offer both Raw and SDD (Single Donor Drawn) 100% human hair, sourced and processed to Velvet’s quality standards for softness, durability, and natural movement.
120G bundles contain 20% more hair per bundle, giving fuller, thicker installs without needing extra bundles. Both are full weight — 120G is simply our signature density upgrade.
Our standard bundles use secure, double-stitched machine wefts for durability. Hand-tied options are available on select items for a flatter, more natural lay.
Yes — Straight, Body Wave, Deep Wave, Water Wave, Curly, and Kinky textures, in lengths ranging from 8″ to 30″.
Yes, all lengths are measured straight from root to tip before any wave or curl pattern is applied, so your hair matches the length ordered.
Returns & Exchanges
Unused, unopened hair in its original packaging can be returned within 14 days of delivery for a refund or store credit.
Yes, exchanges are accepted within 14 days as long as the item is unused and in its original condition with tags/packaging intact.
Visit our Contact page or email our support team with your order number, and we’ll send you return instructions and a shipping label if applicable.
For hygiene reasons, we’re unable to accept returns or offer refunds on hair that has been installed, washed, or altered in any way.
Payments & Promotions
We accept all major credit/debit cards, PayPal, Apple Pay, Google Pay, and Klarna for flexible pay-over-time options.
Yes, Klarna is available at checkout, letting you split your purchase into interest-free installments.
Enter your code in the “Add coupons” field at checkout or in your cart, and the discount will be applied to your order total automatically.
Yes, joining The Club is completely free and gives you early access to new releases, members-only offers, and exclusive hair education content.
Yes, we offer wholesale pricing for stylists, wig makers, salons, and beauty retailers. Visit our Wholesale page to apply.
Still Need Help?
Can’t find what you’re looking for? Our team is happy to help with anything hair-related.