FAQS (Frequently Asked Questions)
Orders + Processing
1) How long is processing time?
All orders are processed within 3-5 business days (excluding weekends and holidays). Processing time includes order verification, careful inspection, and packaging to ensure your hair arrives flawless and ready to flourish.
2) How long does shipping take once my order ships?
Shipping time begins once your order has been processed and scanned in by the carrier.
Typical delivery timeframes are:
• Standard Shipping: 3-4 business days
• Express Shipping: 1-2 business days
Please note: carrier delays can happen and are outside of our control.
3) When will I receive tracking information?
Once your order ships, you’ll receive an email/text confirmation with tracking. Please allow 24–48 hours for tracking to update after it’s been scanned by the carrier.
4) Can I cancel or change my order after placing it?
Because we begin processing quickly, changes or cancellations are not guaranteed. If you need to update something, email us immediately at flourishhairext@gmail.com with your order number and request. If the order has already been processed or shipped, we may be unable to make changes.
5) Can I change my shipping address after I place my order?
If your order has not been processed yet, we can try to update the address. Once an order is processed or shipped, we cannot reroute packages. Please double-check your address before placing your order—accuracy matters.
6) Do you restock sold-out lengths or textures?
Yes—restocks happen regularly, but timing can vary due to the nature of ethically sourced raw hair. If something you love is sold out, we recommend joining our restock notifications or emailing us for the most accurate update.
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Shipping + Delivery
7) What shipping methods do you offer?
We offer Standard and Express shipping options at checkout. Available methods and rates are displayed based on your address and the contents of your cart.
8) Do you offer expedited shipping?
Yes—expedited options are available at checkout (when applicable). Expedited shipping speeds up delivery after processing is complete. For the fastest delivery, choose Express shipping and place your order early in the week.
9) Do you ship internationally?
Yes, we ship internationally to select countries. International delivery times vary, and customers are responsible for any customs fees, duties, or taxes charged by their country.
10) Will I have to pay customs or duties?
International orders may be subject to customs fees, duties, and taxes determined by your local government. These charges are not included in your order total and are the customer’s responsibility.
11) My tracking hasn’t updated—what does that mean?
Tracking updates can take 24–48 hours after the carrier receives the package. Sometimes packages are moving even if tracking isn’t updating in real time. If there’s no movement after 3 business days, contact us and we’ll help you troubleshoot.
12) Do you require a signature on delivery?
Yes, we require a signature to protect your package. A signature is required, please ensure someone is available to receive it or consider shipping to a secure address.
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Lost, Stolen, or Delivery Issues
13) My package says “Delivered” but I don’t have it—what should I do?
First, check around your delivery location (porch, side door, mailbox, leasing office) and confirm the shipping address is correct. Then contact the carrier directly to request GPS delivery coordinates and a delivery confirmation. If you still can’t locate it, email us within 24–48 hours so we can guide you on next steps.
14) My package is lost or stolen—what should I do?
If your package is marked lost in transit or you believe it was stolen, contact the carrier first to start a claim. Then email us your order number and any claim details. We’ll support you through the process, but Flourish Extensions is not responsible for packages once marked delivered to the address provided.
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Returns, Refunds + Exchanges
15) Do you offer refunds?
Due to the hygienic nature of hair extensions, all sales are final once hair has been opened, used, altered, installed, colored, cut, or removed from its original packaging. If you received the wrong item or your order arrived damaged, contact us within 48 hours of delivery and we’ll make it right.
16) Do you offer exchanges?
Exchanges may be considered only if the hair is unused, unaltered, and in original packaging (including ties/nets intact). Please email us within 5 days of delivery with your order number and request.
17) What if I received the wrong item?
We sincerely apologize—this is not the experience we want for you. Please email us within 48 hours of delivery with clear photos of what you received and your packing slip. We will correct the issue as quickly as possible.
18) What if my order arrived damaged?
If your package arrives damaged, email us within [48 hours] of delivery with photos of the shipping box, label, and the item(s). We’ll review and resolve the issue with care.
The Hair
19) What is 100% Raw Hair?
100% Raw Hair is hair that remains in its most natural state—unprocessed, not chemically altered, and full of life. Each bundle is unique, which means you may notice natural variations in texture, wave pattern, or color. That natural individuality is what makes raw hair so special.
20) What’s the difference between Indian, Cambodian, and LAOS hair?
Each origin has its own beauty:
• Indian Hair: versatile, soft, blends easily, takes heat and curls beautifully
• Cambodian Hair: slightly thicker strands, full-bodied, holds style well
• LAOS Hair: luxurious density, smooth with natural fullness, great for a rich look
All collections are selected for quality, longevity, and a natural finish.
21) Will the texture or color look exactly the same as the photos?
Because raw hair is natural, no two bundles are identical. Slight variations in wave pattern, luster, and natural brown tones are normal and expected. We consider this part of the beauty of raw hair—intentionally sourced, never “factory-perfect.”
22) Does raw hair shed or tangle?
A small amount of shedding is normal—especially with curly/wavy textures or after cutting wefts. Proper maintenance (gentle detangling, moisturizing, and nighttime protection) helps reduce shedding and tangling significantly.
23) How long does Flourish Extensions raw hair last?
With proper care, our raw hair is designed to last up to 3+ years and beyond. Longevity depends on your installation method, products used, heat exposure, and maintenance routine.
24) Can I color or bleach the hair?
Yes—our raw hair can be colored, toned, or lifted. We strongly recommend using a professional colorist to protect the integrity of the hair. Keep in mind: any chemical services can change the texture pattern and may shorten longevity if not done correctly.
25) Can I use heat on the hair?
Yes. Use a heat protectant and keep your temperature controlled (we recommend [350–400°F max] depending on texture). For the most luxurious longevity, use heat intentionally—not daily.
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Bundles + Length
26) How many bundles do I need?
Bundle recommendations vary by desired fullness and length:
• Lengths 16"–18": 2 bundles (natural), 3 bundles (full)
• Lengths 20"–24": 3 bundles
• Lengths 26"+: 3–4 bundles
27) How are lengths measured?
Lengths are measured when the hair is pulled straight. Curly and wavy textures may appear shorter in their natural state because of the curl pattern—this is completely normal.
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Care + Maintenance
28) Do I need to wash the hair before installing?
We highly recommend washing before install to cleanse and hydrate the hair, especially if you want the truest texture pattern. Use a gentle shampoo and a moisturizing conditioner, then air dry or blow dry on low heat.
29) How often should I shampoo and condition my raw hair extensions?
Typically every 2-3 weeks, depending on product buildup and your lifestyle. If you work out often or use heavier styling products, you may need to wash weekly. Deep condition at least 2–4 times per month for best results.
30) How should I care for and maintain my raw hair extensions?
For long-lasting softness and shine:
• Detangle gently from ends to roots
• Moisturize lightly (especially wavy/curly textures)
• Avoid heavy oils and alcohol-heavy products
• Use heat protectant when styling
• Protect hair at night (silk scarf/bonnet + loose braid)
31) What products and hair tools do you recommend?
Keep it simple and intentional. We recommend:
• A gentle, sulfate-free shampoo
• A moisturizing conditioner + deep conditioner
• Leave-in conditioner (lightweight)
• Heat protectant (always)
Tools: wide-tooth comb, detangling brush, silk scarf/bonnet, and a quality flat iron/curling wand with temperature control.
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Support
32) How can I contact customer support?
Email us at flourishhairext@gmail.com with your order number. Our typical response time is 48-72 business hours. We’re here to help—intentionally, kindly, and professionally.
