FAQ

Use this text to answer questions in as much detail as possible for your customers.

For Thin Hair: 100gram is enough to make a full head, 50gram to make a highlight color
For Thick Hair: For Thick Hair:150gram-200gram to make a full head
Tips: The weight of the hair extension is the same from 14inch to 24inch, the longer the hair is, the thinner it is, you need to choose more hair if you have long hair.

You can choose the color according to your hair roots. If you are not sure which color is right for you.
Please send photos of the front, back and side of your hair in natural light to service@vivien.vip.

With the help of our own factories and experts, we provide high-quality hair in the industry at the most competitive price. You can enjoy the beautiful Hair at an ex-factory price.

Vivien hair extensions exactly match your own hair and move like your own hair with this 100% Soft Natural Brazilian Human Hair, cut from young women.

Vivien hair extensions can be used for a long time and will never cause damage if the correct products and methods are used and maintenance is followed.
However, it's worth noting that they should be re-fitted after they've started to grow out to avoid pulling on your natural hair and damaging it.

Cancel Order

If you place an order but decide you no longer want it, please contact us immediately, if there is no shipment, we can cancel the order for you at any time. If it has been shipped, please contact us after the parcel is delivered, and we will help you to return the order.

Change Product

Please contact us promptly.
If the order is not shipped, we will replace the product for you. If the value of the replacement product is higher than the original order, you will have to pay the price difference, and if the value of the replacement product is lower than the original order, we will refund you the difference.
If the order has been shipped, please contact us for an exchange after you receive the package. Or re-order the correct product and contact for a return after the original order is received.

Our policy lasts 30 days. If 30 days have gone by since your order is delivered, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return and exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened items to be returned for the safety of all our customers. (We are not alone - other hair extensions suppliers do not allow returns of opened items for the same reasons.)
For more details on the return and exchange policy, please see the full page content: Returns and Exchanges

If you are unable to place or pay for an order with your credit card on our website, please try the following steps.

1. Make sure to remove all special characters (e.g. / ( & € * # ) from the contact form. Make sure you also fill in all the required fields on the checkout page.

2. It may be that some items in your shopping cart were sold out when you placed your order. Please refresh your browser, check and delete the sold out items.

3. You can also try using another credit card.

4. If none of the above problems occur, try the following methods on your checkout page.

First, select PayPal
Second, click on the "Complete Order" button
Finally, click on the "Pay with Credit or Debit Card" button.
See detailed steps at: https://vivienhair.com/pages/payment-problem

5. It is possible that your bank will refuse the payment. Please contact your bank to find out if this is the case. They will also be able to help you by assisting in unlocking your bank card and allowing you to try again.

For order placed before 8:00 (UTC/GMT +8:00), we proceed the order in 12 hours. We ship Monday through Saturday, excluding weekends and holidays.

Different countries have different freight policies, which depend on the transportation distance, epidemic factors, and local policies.

Standard express delivery usually takes 10-15 working days.

Expedited express delivery usually takes 3-6 working days.

Please Pay Attention：Affected by Covid-19, there will be some delay on the delivery.

Account Page

Log in to your account to see the status of your order.

Confirmation Email

You will receive a confirmation email once your order has been processed to the email address provided at the time of checkout, which can take up to 24 hours.

Please be sure to double-check that our email didn't end up in your junk/spam or promotions folder. If you still aren't able to find it, please email us at service@vivien.vip and we will be more than happy to help you.

Tracking Email

You will receive a second email once your order has been shipped, which will include your tracking number and a link to follow the journey of your package.

It is your responsibility to ensure that the shipping address is entered correctly.
If you have entered a wrong address or would like to change it, please contact us as soon as possible before shipping, as we ship very quickly.
If the item has already been shipped, please contact the courier and contact us and we will assist in changing the address. However, the change of address may not always be successful and may incur a fee.

We don't suggest double dyeing, as an unprofessional dyeing process can greatly shorten the use of hair extensions.
Hair extensions can usually be dyed a darker color. Please choose a small strand of hair to dye first, and if it matches your hair well, then you can dye the whole strand.

Yes, you can. Please note: Do Not Heat Your Hair When It is Wet. Use Heat Protectant Spray When You Curl the Hair. The temperature is better under 300℉-320℉ or 150℃-180℃

Use a wide tooth comb to gently smooth your hair from bottom to top before shampooing.
Shampoo with sulfate-free shampoo and warm water.
Apply conditioner and rinse well, taking care not to touch the tape part of the hair with the conditioner.
Allow hair to dry naturally as much as possible.

No shedding whatsoever and straight after you wash as long as you blow-dry.
Do not comb or brush the hair extensions while the hair is wet. Make sure the hair is dry and pulled up to keep hair from tangling at night.

Yes, but always keep in mind, never sleep with wet hair. Before sleep, please make sure your hair is dry and tie your hair back. It is always best to make a loose braid or ponytail when sleeping.

You won't need to wash them every night or even every second night. Once or twice a week is fine.
If you are using products like clip-in extensions or halo hair that are easy to install and remove. It is okay to wash it once every two weeks or longer. The less often you wash your hair extensions, the longer they will last.

Yes, you can. But please wear a Swim Cap to protect your extensions from Salt Water and Chlorine Water when you are swimming.