FREQUENTLY ASKED QUESTIONS

☆About Hair Care

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1.If you want your wig/hair looks natural/amazing as our post on FB/IG, you have better to book a professional hairstylist to install it.
2.If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. 3.Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle! Please always comb the hair from the ends and work your way up.
4.When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there.

When sleeping,please bond the hair with elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots.

When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It’s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

Yes, all sofeel hair collections can be colored. However, we strongly advise that you seek a professional colorist to obtain optimal results and prevent over processing.

Yes. Our hair can be flat ironed and/or curled. We suggest you use a heat protectant when using hot hair tools. Another alternative to get a curled look is to use flexi rods or rollers. This will prevent any possible heat damage.

This is 100% human hair and can last for up to a year or more depending on how you take care of the hair. Proper hair care is the key!

A:1) Your hair extension tangle due to dryness, oil & dirt built-up. Salt water, chlorine and not combing (wide tooth comb)out your hair daily.

B:2) Make sure to wash & condition your hair at least once a week, twice a week is better. Use olive oil to moisten it smoothly or consult your stylist for more help.

1.When you wash the hair, better to brush it first. Use warm water and hair 2.shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with cleaning water. Hair 3.conditioner is very necessary every time when you wash your hair! We suggest you to use high quality hair conditioner.
4.If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy!

When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we don’t suggest you to use hair oil everyday. Because hair oil may make your hair strands dry and hard!

If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

☆About Product

Each bundle weighs approximately 3.5oz. The length of the hair can alter the weight. The longer the hair, the more bundles you will need.

The amount of bundles needed, depends on the type of look you are going for. Typically the amounts of bundles needed are:

*12-18inches ~ 3 bundles

*18-26inches ~ 4 bundles

*26inches and beyond ~ 4+ bundles

☆About payment & shipment

To pay for your order on Arabella Hair website, follow the steps below:

1) Select the order and click the "Pay Now" button

2)Choose paypal payment method on the checkout page

:If your payment for an order has failed, please check it is not due to the following situations:

Card security code failed Please note that an incorrect card security code could cause payment failure.

Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.

Insufficient fund If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit. Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.

Exceed limit Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly. 

Packages will be shipped out within 24-48 working hours, If you place the order on Sunday or Chinese holidays,your order will be dispatched on the next working day.In some cases delivery may take a little longer than stated due to security and customs clearance. Track My Order

Log into MY ACCOUNT to view the status of your order Track your shipment by using the tracking number provided to you once your item(s) have been shipped. You cannot track your order before it has been shipped.

If you don’t know what your  tracking number is or if you’re having difficulty tracking your package, feel free to contact our customer service department for assistance.

Email:service@sofeelwigs.com

1.If you can't track your order using the tracking number provided:

2.Please contact the supplier to confirm whether they have provided you with the correct tracking number. Please also check if they have changed the shipping information. You can contact the supplier using our instant messenger tool, chat with us or click contact us to send us messages.Please contact the shipping company to confirm if the order was dispatched. Sometimes shipping companies take 1-2 days to update new delivery information on their website.

 Normally the package can be delivered with 3-5days, The length of time in which you receive your order will depend on many factors such as the shipping method as well as the location of the shipping address. 

Once your order has shipped, you will receive a  tracking number by email, enabling you to track your order.

Your order had been canceled for the following reasons: Item(s) became unavailable after your order was placed Difficulty in processing your payment information Inability to ship to the address provided If you have questions or would like to place a new order please contact us

We can quickly email you a link to reset your password. Click here to go to the log-in page and then click "Reset Password".

The refund caused by order cancellation, refund agreement or Mediation will be process instantly from Arabella Hair account. However, it may take 7-10 business days for it to display on your credit card statement.

We accept the following payment methods:

Credit cards: VISA, MasterCard, PayPal and American Express

☆About Return & Cancellation

You can cancel your order/item before the package was shipped from our factory, pls contact with our customer service email (service@sofeelwigs.com). If the package had been shipped out already, we can’t make sure if successful.

Check this link, get more information about sofeel return policy : https://sofeelwigs.myshopify.com/pages/sofeel-return-policy