FAQ
Do you have a question about our hair extensions, delivery time, care, or return policy? Here you will find the answers to the most frequently asked questions from our customers.
At Capilli Extensions, we stand for clarity, quality, and personal service. Don’t see your question here? Feel free to contact us, we’re happy to help you further.
Order
HOW DO I PLACE MY ORDER?
You can easily place your order in several ways: through our online store, chat, WhatsApp, or by email.
WHICH PAYMENT METHOD CAN I USE?
At Capilli Extensions, you can pay easily but above all safely with:
- Pay afterwards - Riverty
- iDeal
- Bancontact
- Credit card
- Bank transfer
- Sofort
- SEPA Direct Debit
- Belfius Direct Net
- KBC/CBC
MY PAYMENT ISN'T WORKING, WHAT NOW?
It can happen that a payment is declined or fails, for example due to a bank error, incorrect entry, or a security check. Don’t worry, we’re happy to help you.
Please feel free to contact us if your payment doesn’t go through. We will work together to find a suitable solution.
Our customer service is available from Monday to Friday between 9:00 AM and 5:00 PM.
Delivery
WHEN WILL MY PACKAGE BE DELIVERED?
We aim to deliver your newly produced package within approximately 10-12 business days. Please note! Weekends and holidays are not included.
I WOULD LIKE TO CHANGE THE ADDRESS OF MY ORDER, IS THIS POSSIBLE?
It is possible to change the address in your account before shipment. Unfortunately, this option is no longer available once the package has been sent!
There is no option to change the address once the package is with the carrier.
Would you like us to change the address for you? Please send us an email. Clearly state the order number and the new address to which it should be changed.
HOW DO YOU SHIP MY PACKAGE
We ship our orders with DHL and PostNL. As soon as your order is shipped, you will automatically receive an email with a Track & Trace link, so you can easily track your package.
📦 Shipping within the Netherlands:
- Delivery time: usually within 1-2 business days (Monday to Friday)
- Small accessories (such as clips or combs) are sent by letter mail
- Tools like heated styling irons are sent via parcel post
🌍 Shipping within Europe:
- Shipping from the Netherlands
- Average delivery time: 2–5 business days, depending on the destination country
- Shipping is always with Track & Trace
Preferences for a specific carrier?
Let us know when you place your order, and we will be happy to accommodate your request.
Exchanges & Returns
CAN I RETURN MY PRODUCT?
BURDEN OF PROOF FOR RETURNS
When you return a product to Capilli Extensions, the burden of proof and shipping risk lies with the customer.
We therefore advise you to always send your return by registered mail with Track & Trace. This way, you have proof of shipment yourself and are insured in case of loss or damage during transport.
WHAT CAN I DO WITH THE EXTENSIONS BEFORE I DECIDE TO RETURN THEM?
You may only unpack and examine the product as far as necessary to decide if you want to keep it — just as you would be allowed to do in a physical store.
Once the golden hygiene seal is broken, unfortunately, we can no longer accept returns of the extensions. By opening the seal, you indicate that you accept the purchase.
Compare this to opening a bandage package or using care products in a store; that is also not allowed if you want to exchange or return them later.
If the product is used more than necessary for inspection, or is visibly opened/used, we cannot accept the return and will send the product back. In some cases, fees may apply.
💡 Please note: We always want to offer our products hygienically and undamaged to other customers. Thank you for your understanding!
Warranty
DO I HAVE A WARRANTY ON MY HAIR EXTENSIONS?
Yes, at Capilli Extensions you have a statutory warranty on all our products. The warranty applies to products that are unused, untreated, and in their original condition.
If you receive your order and immediately notice something is wrong upon opening, please let us know within 14 days. We are happy to address your report.
Important: Your warranty is valid upon presentation of your invoice. This serves as proof of warranty.
Note:
- The warranty expires if the product has been used or altered (such as blow-drying, straightening, coloring, cutting, or treating with styling products).
- We do not provide a warranty on products that have been incorrectly applied or not treated according to our care instructions.
- Since we cannot control how a product is used or applied after delivery, we cannot accept responsibility for this.
Is there something wrong with the product you received?
Please let us know within 14 days of receipt via customerservice@capilli-extensions.com. Please also send some clear photos of the issue. We will gladly work with you to find a suitable solution.
HOW CAN I MAKE USE OF MY WARRANTY?
Do you want to claim a warranty for an unused product? Then we ask you to provide the following by email:
Please include the following information in your message:
- A copy of your invoice (this serves as proof of warranty)
- Clear photos showing the issue clearly (multiple photos are welcome for extra clarity)
- A brief description of the complaint
What happens next?
As soon as we have received your complete email, we will process your warranty claim.
Is your claim incomplete? Unfortunately, we will not be able to process the complaint.
You will receive a response within 3 working days.
We also ask you to return the product to us so we can properly assess it and offer a suitable solution. We will provide a return label.
💡 Note: the warranty only applies to unused, untreated products in their original condition.
If you’re unsure, feel free to contact us — we’re happy to help.
WHAT WARRANTY PROOF DO I HAVE?
The invoice you received via email also serves as your warranty certificate.
Delivery time
WHAT IS THE DELIVERY TIME?
Our delivery time is on average 10 to 12 working days.
Please note: weekends and public holidays are not included in this period.
Because your extensions are freshly made to order, you will receive hair of the highest quality, specially produced for you.
HOW CAN IT BE THAT THE DELIVERY TIME IS 10-12 WORKING DAYS?
At Capilli Extensions, we work exclusively with 100% real, fair trade human hair of the highest quality.
We produce everything fresh to order, so you never receive old or stored hair. Hair that has been in stock for a long time quickly loses its shine and texture, which does not meet our quality standards.
The coloring process and finishing are carried out with the utmost care and attention. This takes a little extra time, but the result is a premium product that:
✔️ Looks natural
✔️ Lasts a long time
✔️ Remains soft and healthy
You deserve only the very best – and we are happy to make that especially for you.
Hair Extensions Care
HOW DO I CARE FOR MY HAIR EXTENSIONS
IS IT POSSIBLE TO DYE MY HAIR EXTENSIONS?
Yes, our extensions made of 100% real human hair can be dyed — but please pay close attention to the advice below to avoid damage:
Our color advice:
- Always have the dyeing done by a certified professional
- Do not use henna or drugstore box dyes
- Use only professional salon products
Only from light to dark
We strongly advise against making the extensions lighter or bleaching them!
Why?
- Dyeing from dark to light can damage the hair or cause unpredictable color results
- The extensions have already been professionally lightened and recolored – additional chemical treatments affect the quality
- Blonde hair has undergone an intensive pigment process, making it unsuitable for bleaching
❗️ Important to know:
- Dyeing is entirely at your own risk
- Bleaching and dyeing immediately void the warranty
- Loss of color, shine, curl, or quality due to your own treatment is your responsibility
- We do not offer support for color changes.
💡 Unsure about the right color?
Choose a color as close as possible to your desired shade, or contact us for personalized color advice.
We are happy to help you make the best choice so you don’t have to take any risks.
Information about hair extensions
WHAT TYPE OF HAIR DO YOU SUPPLY?
At Capilli Extensions, we work exclusively with 100% remy human hair of premium quality. This means that all hair cuticles lie in the same direction, making the hair:
- Soft and smooth
- Resistant to tangling and frizz
- Long-lasting with proper care
Our extensions come from healthy, fair trade sourced human hair, of European origin.
We do not supply synthetic hair or mixed qualities. Only 100% pure, healthy, and reusable real hair, because you deserve the very best.
WHAT IS REMY SORTED HAIR?
Remy sorted hair is 100% natural human hair with the cuticles fully intact and all aligned in the same direction.
This ensures that the hair:
- Remains soft, shiny, and tangle-free
- Lasts a long time with proper care
- Falls and styles naturally
Remy hair comes from a single donor, making the quality consistent and pure. The hair is free from chemical treatments such as silicones, relaxers, permanent dyes, or other artificial coatings.
You receive real hair with a healthy structure, exactly as it should be for a premium product.
WHAT DOES SINGLE AND DOUBLE DRAWN MEAN?
At Capilli Extensions, you can choose between single drawn and double drawn hair extensions for some of our hair extensions.
- Single drawn hair is a more natural type of hair extension where the hairs are not fully sorted by length. This means a bundle consists of hairs of different lengths, resulting in a slight tapering from thick to thin towards the ends.
This type of extension mimics the way natural hair grows, giving it a softer, airy appearance.
- Double drawn means the hairs are carefully sorted by length, giving you a full, even look from root to tip. Instead of a natural taper (thinner towards the ends), double drawn hair contains almost exclusively hairs of the same length, resulting in a full and luxurious appearance.
Additionally, the hair is remy sorted, meaning all the cuticles lie in the same direction. This prevents tangling and ensures a natural, smooth, and well-groomed result.
💡 In short: double drawn hair is ideal if you love a sleek, full look without thin or messy ends.
CAN I REUSE MY HAIR EXTENSIONS?
Yes, absolutely! At Capilli Extensions, we work exclusively with premium 100% remy human hair, which means many of our extensions are reusable multiple times.
With proper care, your extensions will stay soft, shiny, and beautifully styled, and you can have them reapplied or reused, depending on the type.
💡 Some types (such as clip-ins or wire extensions) can last up to 1 to 2 years with careful use and good care.
👉 Take good care of your extensions, and you’ll enjoy a gorgeous, full look time and time again.
WHAT FEATURES DO THE CAPILLI HAIR EXTENSIONS OF EUROPEAN ORIGIN HAVE?
Our hair extensions of European quality are carefully selected and made from 100% remy human hair. This hair is known for its refined texture, natural shine, and exceptional softness.
The main features at a glance:
- Soft and smooth hair with natural movement
- Fine hair texture, ideal for European and Western hair types
- Remy sorted: all hair cuticles lie in the same direction, preventing tangling
- No silicone coating or chemical treatments
- Suitable for coloring, blow-drying, straightening, and curling
- Long-lasting reusable with proper care, up to 1 to 2 years
- Handmade and freshly made to order
- No synthetic blends or old hair
Capilli Extensions of European quality offer a luxurious, natural result that perfectly blends with your own hair – without compromises.
DO YOU ALSO SUPPLY SYNTHETIC HAIR?
No, Capilli Extensions only supplies premium 100% real human remy hair.
Contact
Email
Do you have questions about your order, our products, or anything else?
Please feel free to contact us by email. We are ready to help you!
Email address:
customerservice@capilli-extensions.com
🕒 Customer service hours:
Monday to Friday from 9:00 AM to 5:00 PM.
We strive to respond to your email within 1-2 business days.
For a smooth process, please include your order number in your message if possible.
Chat
Click the chat bubble at the bottom right of your screen and chat with us.
WhatsApp
Do you have a quick question or want to discuss something with us? Feel free to send us a message via WhatsApp!
🕒 We respond within 24 hours from Monday to Friday between 9:00 AM and 5:00 PM.
Outside these hours, you can still send us a message. We will reply as soon as possible on the next working day.
Note: calling via WhatsApp is not possible; we are happy to assist you through messages!
Opening hours
webshop
The Capilli Extensions online store is open 24 hours a day, and you can place your order 24 hours a day, 7 days a week.
Customer Service
Our customer service team is ready to answer all your questions and assist you where needed. You can reach us at the following times:
Monday to Friday
09:00 AM – 5:00 PM
Do you have a question outside these hours? Feel free to send us an email at customerservice@capilli-extensions.com We respond as quickly as possible, usually within 1-2 business days.
Please note: we are closed on weekends and public holidays.