FREQUENTLY ASKED QUESTIONS

Here at HHEO we have video tutorials and step by step instructions on how to install your extensions. Our friendly customer support team is also available to help with colour matching and any questions you may have regarding our products.

GENERAL QUESTIONS

Yes you can! Our extensions are made with 100% Remy Human Hair, you can treat it as you treat your natural hair. Such as dye, tone, colour, curl and straighten. We have many clients that successfully do this all the time. However, all of these processes can affect and reduce the quality of your extensions.

PLEASE READ the WHOLE below section carefully as we DO NOT take any responsibility for unsatisfactory results achieved from dying or toning HHEO extensions. This is because we cannot guarantee the products you are using will work with our extensions or the process in which the product was used.

Why not colour swap? If your extensions are not the correct colour, are unused and still in their packaging you are welcome to swap the colour if abiding by our returns policy. This will be better for the extension quality, easier and cheaper than dying your extensions.

If you must colour your hair we recommend dying your extensions a darker shade using a semi permanent colour as this is gentler on the hair than permanent dyes. Please refer to our video tutorial which demonstrates how to dye your HHEO hair to another colour.

At HHEO we strongly suggest NOT to lighten the shade of your extensions as this requires a bleaching process that is very harsh. Some of our remy extensions have already undergone a long dying process to lighten their shade and doing this on top again will strip the natural oil coating and damage the hair quality. This is a golden rule across many hair extension companies. Yet, if you must lighten the hair extensions we recommend the use of a toner such as a purple or silver wash. But again we will not take any responsibility for unsatisfactory results.

Before any dying or toning always do a test on a small hair extension piece to ensure you are creating the correct shade and are happy with the quality after.

If you would like instructions on how to dye your Human Hair Extensions, please click here to watch our video tutorial and get more information regarding colouring hair.

At HHEO we pride ourselves on having the best quality remy hair extensions on the market! However, we do understand there are circumstances were you need to return your item for a refund or an exchange. If you are not completely satisfied with your order we will always be more than happy to help you. If your items are within 100 days from their purchased date, unused and undamaged you may be eligible.

Simply return the item in the original packaging and condition you received them and our customer support will refund your bank account, paypal or credit card the total amount minus the shipping fee. We always recommend you keep a record of your postage tracking number as we do not take any responsibility of your item going missing in the post on the way back to us. The safest way is to request a service that offers a signature on delivery.

Due to hygiene purposes a product which has been worn in the hair cannot be exchanged or refunded. We do allow for you to remove the product out of its packaging to hold up to your hair for colour matching, however if you unbundle the hair this will void your refund or exchange.

To begin the return process please contact our customer service team on [email protected] to discuss why you would like refund or exchange. If you are eligible for an exchange/refund under the HHEO policy guidelines we will give you a reference number.

For FULL return details please click here.

Yes we do. We are passionate about working in partnerships with salons and offer discounted prices to professional businesses. If you are interested in wholesale prices please contact customer service team to verify yourself. To fast track this process, please email your ANB number and a photo of your hairdresser certificate.

[email protected]

Yes we do! At HHEO we have beauty experts and our customers regularly reviewing our extensions and products. Please go to our HAPPY CUSTOMERS page and visit our facebook and instagram account @hhextensionsonline to see thousands of clients wearing their HHEO extensions.

Absolutely! If you are a blogger, youtuber or have a social media following then we’d LOVE for you to promote HHEO to your followers, friends & family. You can earn healthy commissions for every sale you make for us! Please apply via our affiliate program.

Even if you’re not Kendall Jenner with millions of minions looking up to you, we still love to see our customers wearing our extensions and looking fabulous. Post it proudly like a polaroid picture and remember to tag us in all your in social media posts #hhextensionsonline. Best way to get featured is to tag @hhextensionsonline in your photos on instagram.

At hheo our hair colour experts are available to help you purchase a shade most suited to your hair. Please upload a photo of your hair in natural light via our Free Colour Matching Service. Please specify which product you would like as some shades are limited to clip in or tape extensions.

Choosing the correct length for your extensions depends on the look you are trying to achieve. It can be difficult depending on your height however follow these steps to guide you to choose your length. Get a tape measure, ruler or peice of string and place it at the back of your head approximately in the middle. Look in a mirror and see where you would like your extensions to come to, mark this spot and then use this as a guide to choose the appropriate length. If in doubt we recommend purchasing a longer length and getting a hairdresser to cutting the bottom of your extensions to a desired length.

At hheo we ensure our stock is the highest quality Remy hair available. Remy or Remi hair (spelt both ways) is considered to be the finest quality hair on the market. Remy hair is bundled together the way it naturally grew to ensure hair cuticle alignment is in one direction. During the manufacturing process, the hair cuticles are kept intact and non stripped like non Remy hair extensions. This allows our extensions to remain soft, shiny, silky and tangle free throughout their lifetime. Our extensions blend with your natural hair and remain undetectable when worn unlike synthetic hair or wigs.

It pays to do your research when buying hair extensions to ensure you are buying the best quality. Our extensions are made from real human hair. They can be dyed, curled and washed just like your own hair.

QUESTIONS REGARDING SHIPPING & TRACKING

Once we pack your order and it leaves the HHEO warehouse we email you a tracking number. From the moment the post office receives your bundle of joy you can follow your parcels progress online. Follow this link http://auspost.com.au/track/track.html to watch your package get picked up from the post office, drive in transit, find out its due delivery date and when it has been delivered. If you have not been issued a tracking number, please check your ‘junk’ or ‘spam’ folder. If it’s still not there please contact our customer service team with your order name and order number.

FREE world wide shipping with tracking for orders over $200 AUD. Our international postage can be delivered faster using the express service with an approximate delivery time of 3-7 business days for $50 AUD. For standard international postage orders can be received within 7-14 business days for FREE, or if your order is under $200 AUD it will cost $25 AUD. Click here for more information on international shipping.

At hheo we have been sending our extensions globally for years. When we fill out the customs order form on your parcel we mark your product as merchandise. Due to the price of our extensions it is very rare for customers to pay for any fee. However all international orders may potentially incur charges such as customs, duties and local taxes at their country. If you are concerned please contact our customer service team and we will look into your countries import tax rules and regulations. HHEO will not be held responsible for payment of customs fees when the item enters your country as this is the buyers responsibility.

QUESTIONS REGARDING CLIP IN HAIR EXTENSIONS

Our Clip in extensions can easily be applied yourself in as little as 10 minutes giving instant length and volume! Please follow the link to our Clip in page which outlines step by step instructions on installation or watch our video tutorial.

The only difference is the weight and number of pieces in the set. HHEO Clip in extensions are thick from top to bottom and manufactured with a unique triple wefted design. This means our extensions are thicker and voluptuous as each piece has three wefts of hair bonded together. Because our natural hair tends to be finer and thinner towards the bottom of our head, our extensions create an overall natural fullness.

Our 5 piece sets weigh between 100-140 grams depending on the length of hair purchased. This set is perfect for people with fine to medium hair, it will create a natural result and give you a moderate volume and length enhancement. If you have thick hair you will need a 10 piece set.

HHEO 10 piece sets weigh between 200-280 grams depending on the set purchased. This set is perfect for people who have or want THICK hair. These sets will give you significant volume! The most popular one is our 20” 260 gram set.

If you are unsure on which set to purchase we recommend the 10 piece set as you have the option of using the amount of hair required and store the remaining hair until needed. This is also perfect for creating different hair styles, matching a current trend or for a special event.

At HHEO we use AAA+ grade 100% Remy Human Hair known to be the best in the industry. Our hair undergoes a gentle, time consuming de-pigmentation process to remove the natural colour from the hair without damage. The hair is the carefully coloured into the sets you will see on our website. We ensure all hair is 100% Remy with the cuticles intact. This ensures we are able maintain our high standard of quality, luscious locks and repeat customer satisfaction. The Clip in sets are triple wefted to create fuller volume from top to bottom minimising the appearance of thin ends. At HHEO we pride ourselves on being able to offer all of our customers thick, silky, soft hair that we thought only celebrities could have.

At HHEO we use the highest grade of remy hair, therefore you will be assured our hair will go above and beyond your expectations to ensure you get the most use out of your new luscious locks.

A key factor on how often you may need to replace your Clip in’s depends on how often you wear them. This varies according to if you wear them daily, weekly or monthly. Things that will affect the lifespan and quality of your extensions are:

  • Over washing
  • Swimming in chlorine
  • Colouring, bleaching, toning
  • Shampoo and Conditioners with Sulphate in them

Hair extensions lack the nourishment provided from oils off the scalp that your natural hair receives. This means they are more likely to be sensitive to damage and do not naturally repair like your hair does. The more you wash your extensions the more the remaining natural oils are stripped which will eventually dry them out.

As a guide we suggest replacing your extensions anywhere between 4-6 months with regular usage or once they begin to loose their original look and feel. However, we have customers who wear their sets daily and only need to replace their hair once per year. This shows, with correct care and TLC you can make your extensions last longer giving you extra wear which lives up to our high quality extensions reputation.

Just think - how often do I replace my high heel shoes? It depends on the quality of shoe, how I treat my heels and if I am wearing them to work or dancing in a club all night long.

Yes you can, however we only recommend washing your extensions if they absolutely need it. Hair extensions do not cope with the stripping and harshness of products found in shampoos and conditioners as well as your natural hair does. This is because human hair extensions lack the oily nourishment provided from our scalp which constantly acts to coat and protect your hair from damage.

Every time you wash your extensions the natural oil content will gradually reduce affecting their quality and lifespan. If your extensions are over washed they will become dry losing their original softness and shine compared to when you first purchased them. We recommend only washing your HHEO extensions if they smell or any other factor which may affect their look and feel.

We suggest when you wash your hair to use high quality sulphate free products that will extend the life of your extensions such as our X-TEN Silky Lite Shampoo and Conditioner which can be found on our accessories page.

QUESTIONS REGARDING TAPE HAIR EXTENSIONS

At HHEO our tape is of the highest quality having undergone numerous tests to produce a product which is comfortable, durable and non damaging to your natural hair. Our tape is known for its ability to hold your extensions securely and neatly to your head during swimming, exercise, showering and washing. The lifespan of our tape extensions can range from 6-24 months depending on how they are cared for and maintained. With correct installation, HHEO tape extensions will remain attached in your hair for 6-8 weeks before they need to be removed and then refitted closer to the scalp. This is recommended as your extensions grow out with your natural hair and may become visible.

Please avoid hair products, shampoo containing sulphate, conditioner, dyes and oils around the bonds to minimise the tabs from loosening. For further information check our 'Washing & Care' section on the 20" Tape product page.

Our Tape extensions are uniquely designed to be easily installed by a hairdresser or friend within 20 – 60 minutes depending on experience and amount of pieces applied. Click here to see our step by step installation video found on our Video Tutorials page.

The amount of pieces required depends on your desired look. If you are after a touch of volume or colour or volume we recommend 20 pieces. For customers with thin to moderate hair who want to achieve length and volume we suggest a minimum of 40 pieces. People with moderate to thick hair we recommend using 40-60 pieces for a natural result. If you have extra thick hair or want to create extreme volume we suggest starting at 60-80 pieces. If you are unsure on how many pieces we always suggest buying more0. As thicker hair looks better and if you don’t use all the hair you can send it back if abiding by our returns policy.

At HHEO we use the highest quality of remy hair available, therefore you can be assured our hair will go above and beyond the lifespan of other companies.

A key factor to how often you may need to replace your extensions depends on how you maintain and care for them. However as a guide we suggest tape extensions should be replaced every 6-12 months. In saying this, we have customers who have worn our hair for over 24 months!! This shows, with correct care and TLC you can make your extensions last longer giving you better bang for your buck.

Of course! HHEO tape extensions can be re used over and over again. They will need to be refitted approximately every 8 weeks. Simply remove the extensions, clean all residue off the bonds and add a new tape tab or piece from our tape roll. Every time you re-tape HHEO extensions with our products, you are guaranteed the same strength and quality bond you had in your first installation.

The removal of tape extensions should be performed using our specifically designed HHEO adhesive remover. This product is a solvent made with ingredients to gently dissolve the tape tabs for effective and easy removal. During the removal process the sticky bond is broken down allowing the tape to easily slide off the hair. Tape tabs should be removed with ease and comfort in as little as 30 minutes depending on the number of pieces attached to the hair. For an easier removal process please ensure hair is combed free of tangles up to bond. Please watch our video tutorial demonstrating a step by step tape removal process or contact our team if you require further assistance.

Tape extensions will not cause damage to your natural hair if they are installed, maintained and removed correctly. Tape ins are one of the safest methods as they don’t require glue or braiding which can be harmful to your natural hair.

If you have any questions that we haven’t answered in this Q and A page please don’t hesitate to call us on 1300 489 337.