Please Choose Your Question Type:
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Questions Before Purchase
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About Products
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Q: Is your hair 100% human hair? Can I restyle or dye it?
All of our hair is 100% human hair, and top virgin hair. You can restyle it by yourself. Also you can dye it or bleach it by yourself or your stylist if possible. If you need customize wig service, you can contact our customer service. We have professional hair stylist to customize wig for you.
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Q: What is the difference between the 360 wig and the full lace wig?
Both the 360 wig and the full lace wig are the whole wig. 360 wig uses pre-plucked 360 frontal with bundles to sew in a whole wig. The lace is around from the forehead to the back of the head, but does not include the middle head. You can see a little track when you put upward the hair, which doesn't affect usage. When we install the hair, we will put down the hair, the tracks will be invisible. It can be put in a bun and ponytail, that's why it is called breathable and pre-plucked. The full lace wig has full lace all around the head. The tracks can't be seen, and also it can be put in a bun and ponytail.
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Q: Closures vs. Frontal?
Closures and frontals are two different things but they both serve the same purpose-to close off a weave install or a wig. They both eliminate the need of having to leave your natural hair out to blend with the extensions. Lace frontal are bigger and wider; they run ear to ear covering your entire hairline at the front. Lace closures are smaller and they primarily close off the horsehoe or "u-part" portion of an install. Lace frontal are more versatile because they can be parted anywhere ear to ear and lace closures can only be middle or side parted. They can both be sewn on or glued on. Either a frontal or closure will close off your install and make it look more natural
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Q: What is the difference between transparent lace wig and medium brown lace wig?
Transparent lace wig is more invisible lace, it is suitable for any skin, more natural when wear. For medium brown lace, bleaching knots will be better to match skin.
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Q: Is your wig/hair getting tangled or shedding?
It could be if hair too dry. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. 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, which will lead to shedding. When sleeping, please bond the hair with an 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 wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.
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Q: Is your wig bleached the knots or pre-plucked hairline already?
The hair hasn't been bleached knots since we cannot ensure that the color we choose is for every customer. You can do it by yourself or by your hair stylist. We do a little pre-pluck hairline, it can save your time to wear wig, if you need more pre-plucked hairline, you can do it again and make it fit for you well.
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Q: Can I ask larger or smaller wig cap size?
Generally our wig cap size is average size, for head circumference 21.25-22.8 inch. We support customize small wig cap size for 13x4 lace frontal wig and 4x4 lace closure wig for now. You can contact customer service about that if you need that. But sorry for now we cannot customize larger wig cap size. We suggest you buy hair bundles with closure/frontal.
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Q: Length instruction?
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Q: Can I go swimming with a wig?
Yes, you can go for a swim with the wig. 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.
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Q: How to comb hair?
For straight hair: Use a wide-tooth comb to the hair,it is suggested to comb the ends first, then the body,and comb from the roots to the end lastly. If you comb from the roots to the ends directly, it will cause shedding. For wavy or curly hair:The best comb is your fingers when you comb the wavy or curly hair. Also comb the ends first.
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Q: Does your wig need use glue?
You can try to use it with glue or without glue, but using glue will be more natural looking. Some sisters don`t use glue because their hair is secured with a custom strap and comb in the back and glued spray. So it's very secure and doesn`t move at all.
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About Shipment
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Q: How long will my hair be shipped after I place an order?
Generally we will ship package out within 8-12 hours if hair in stock. If out of stock, we will need 2-3 working days to customize it for you.
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Q: Which express do you use? How long can I receive the parcel?
We use DHL, FedEx, UPS, USPS or TNT. Generally, the package will be delivered within 3-5 business days in the USA, and 5-8 days in other countries.
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Q: Do I need to pay the shipping fee?
Our shipping fee is free.However, there are some areas that need to charge the remote fees 20$.
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Q: Do I need to pay the customs duty?
The customs duty is determined by the custom of your country. And it is uncertain to know how much about it.
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Q: Can I ask for no signature of shipment?
You can make a note in your cart for this or contact us before shipping out. Then we will choose a free sign-off service for you. If the parcel has been shipped, you can call DHL /FedEx/UPS to ask them about it. If no one at home receives the parcel, the courier will call you. Please make sure your phone can go through.
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Q: Can I receive the parcel on Saturday or Sunday?
The DHL and FedEx are weekend off.If the parcel has been arrived your city,you can go to the local sites to receive it.
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Q: I am in a remote area, can you ship it?
Generally, we can ship to most of the countries and regions worldwide, but individual places may be charged remote fees. If the zip code in the area can not be found on the express delivery system, we will not be able to ship it.
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Q: Can I use Po.box as the shipping address? Or billing address?
Sorry, We don't accept PO.box(including FPO or APO) as the shipping address, because the Express(DHL/FedEx/UPS) can't deliver and we only accept the physical address as shipping address.
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About Payment
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Q: What types of payment do you accept?
We accept the payment methods as Paypal and Credit Card. It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. We recommend you use Paypal. If you have payment problem when make order, please contact with us: support@cvohair.com.
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Q: Why did my payment fail?
Sometimes when your card is expired, insufficient balance or poor credit which may have a record of Chargeback or others will lead to card declined when paying. So we suggest customers not take a dispute for no reasons, because your credit record will be affected, and your next shopping will be declined. When your card is declined, you can call your bank for the problem. Or you can try another card. If you still have problems, please send an email to us: support@cvohair.com.
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Q: If I don't have a paypal account, how can i make order?
Paypal is not necessary, you can choose another way to make order , click " Pay with Credit/Debit Card".
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Q: If I pay on your website, is my information safe?
We are sure that our website is legal , which has been certified by the card organization. So please don`t worry about that. Your payment information is kept by your bank or card organization, but not saved by us. We only use your shipping info for delivery. Your information is safe and we will keep your information confidential. If you have any problems, please feel free to contact us：support@cvohair.com.
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Q: How do I use my coupon code?
The purchasing process on our website is: Add to Cart > Checkout > Confirm > Payment. When you are in the process of Checkout or Confirm, you can apply the coupon code.
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Q: Can i use two discount code in one order?
Sorry, one order can only use one coupon code.
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About Return Policy
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you can check the Return Policy Page
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Q: If I don't like it, can I return it? Can I get the full amount?
If you don't want your order or you place the wrong order or want a longer length and you would like to exchange the order, you need to pay for the return charge.
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Q: Can I have a return label if I return it?
We don't provide return label. If you need to return, please contact us via email at first, then we will provide the return information.
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Q: If I return the parcel, do I need to pay the returned shipping fee?
If the returning is due to our problems (such as incorrect products, the quality problem of products), we will provide a full refund for you; If the returning is due to buyer`s problems (such as don't like/want, order wrong product/size ), buyer need to pay for the return charge.
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Q: How long can I get a refund if I return it?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the refund will automatically be returned to your credit card or original method of payments within a certain amount of days.
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Q: If I make a wrong order, can I exchange it?
If the parcel has not been shipped, you can send an email to support@cvohair.com. We will modify the order for you. Once your parcel is shipped out, you can try to make an exchange after receiving it.
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About Wholesale
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Q: Can I have a wholesale price?
We are very pleased to offer wholesale price for you. Please send eamil to wholesale@cvohair.com
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Q: Do you have any conditions for your wholesale? What is the minimum order quantity?
We have no more conditions. About MOQ and more details, please communicate with us. wholesale@cvohair.com
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Q: Can I be your distributor?
Yes，we hope to cooperate with you to develop a better business.Please send email to wholesale@cvohair.com
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Questions After Purchase
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Track Order
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you can check this Page>> TRACK ORDER
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Q: Why haven't I received my parcel yet?
Once the parcel has been shipped. We will post the tracking number on the website.You can check the status.If not,you can send us a e-mail. Our customer service colleague will answer you.
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Q: Where is my order? Can I have a tracking number?
Generally, we will ship out your order within 24 hours.Once the parcel has been shipped, we will post the tracking number on the website and to your email. You can check the status.If not,you can send us an Email. Our colleague will help you. Or you can check your order on this tracking page: https://www.cvohair.com/pages/track-order
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Q: Why did I purchased two or there items in my order, but only 1pc is displayed in the shipment status?
We ship all 2/3 items of your order in one parcel, so the shipment only displays 1pc. That doesn't mean only 1 item in your parcel.Please don't worry.
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Q: Why is my order always at the pending status?
If you paid your order via PayPal and used E-check, then your order will be at pending status until your payment is cleared. So you need to clear the payment on PayPal at ASAP, then we can ship your order soon.
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Q: Why is the shipment status of my order showing an abnormality or pending?
If it shows abnormality or pending in short time, that maybe normal transport state. If it lasts a long time( over 1 day), you can call the DHL/FedEx/UPS to ask about what is going on about it.Or you can send us the Email to support@cvohair.com , we will help you out.
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Q: If I'm not at home, how can I sign for my package? Can I have a delivery service without signature?
Yes, you can. You can leave a note in your order, or call DHL/FedEx/UPS to apply the service. After you applied the service without signature,if the package is lost or stolen, we do not take any responsibility.
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Q: Why the shipment status shows that I have signed. But I did not receive the parcel yet.
Once that happens, it means someone has signed the package for you. It may be your neighbor or family and friends. Please confirm it first. If not, please contact us.
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Q: When can I receive my order?
Normally, your order can delivery within 2-5 business days, if weekend or holiday，it maybe have a 2-4days delay. If want to track order status, please go to this page: https://www.cvohair.com/pages/track-order
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About Change / Cancel Order
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Q: Can I change or cancel my order?
If you want to cancel or change your order, please send email to support@cvohair.com at first. If within 2 hours after ordered, we can do it for you,if over 2hours, we can't make sure that.
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Q: Can I change the size, texture or another product after placed order?
If you want to change, please send emails to support@cvohair.com.If within 2 hours after ordered, we can do it for you, but if over 2hours, we can't make sure of that.
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Q: Can I change the address?
If your order is still not shipped, we can change the address for you. If it is shipped, you may have to pay extra fee for it. If you contact the courier privately to change the delivery address, then we have the right to charge your additional fees. So if you need to change the address，please contact us first.
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About Hair Usage / Care
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Q: Can I swim with my wig?
Yes, you can go for a swim with the wig. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for the hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.
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Q: Can I bleach the knots/dye/do the texture by myself?
1) Our lace wigs are already bleached under the condition that the hair would not shed. If you need more bleaching, you can do it by yourself or ask a hairstylist to help you. But for the undetectable full lace wig, we suggest not do so because transparent lace is a special lace material, there’s no need to bleach any more. 2)Our hair is nice virgin hair, which can be dyed. So you can dye it by yourself or your hairstylist. Please don`t dye on the lace when there is a undetectable full lace wig to avoid damaging the lace. 3)It is sure to do the texture you like if you want. Also, it may be better that try to ask a hairstylist to help you.
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Q: How do I care if my hair is tangled?
It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. 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, which will lead to shedding. When sleeping, please bond the hair with an 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 wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.
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Q: How to wash my hair?
When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. 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 suggest you not 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!
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About Hair Problems
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Q: Why is my hair tangled or shedding?
It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair's original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. 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, which will lead to shedding. When sleeping, please bond the hair with an 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 wearing a swimming cap. Because the seawater or pool water is not good for hair, and it will make the hair tangled and rough. It's better to wash it with warm water, hair shampoo and hair conditioner after swimming.
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Q: Why does my wig/hair smell a little?
It is the smell from the factory, but not the smell of chemicals. For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which is healthy and high-quality and can be used for a long time. So please don`t worry about that, we will try to minimize fragrance as well.
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Q: Why is there no bleached knots in my full lace wig?
All of the wigs hasn't been bleached knots, you can bleach it by yourself, and also will fit for yourself very much.
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Q: Why does the hair come in brown? Or have white hair?
For our wigs, the hair material is collected directly from donors. It is natural hair without any process, so most hair color is natural color. And most hair's natural color is not jet black, sometimes it looks like brown under the sun or shiny light. Maybe there is little white hair because it has already existed when we collect from donors. However, it doesn't affect the usage, so please don`t worry about that. If you don't like the brown/white hair, you can dye the color by yourself or ask a hairstylist to help you dye it. This hair is very healthy, high-quality and can be used for a long time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.
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Q: Why did my style disappear after I washed?
For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which can be used for a long time. Normally when we wash the hair, the style may change a little, because we stick to the human hair. It will be nice again with the shape of flat iron after drying. The hair is nice virgin hair, which can be dyed, bleached, shaped. And it can be used over 2-3 years with good protection. Here are some tips to help wash and care your hair: 1)When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. 2) 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! 3) 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 suggest you not use hair oil everyday. Because hair oil may make your hair strands dry and hard! 4) 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!
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About Tax / Custom / Duty
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Q: Why I need to pay the customs duty?
Each country has different tariff policies. We usually try to help you avoid customs duties legally. If a tariff is charged, you will have to pay the duty.
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Q: Why my parcel was stayed at the customs?
Customs spot checks are random.Once the customs clearance is completed,the package will be deliveried within 2-3days. Please don't worry, if any problems, please contact us.
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Q: Why am I overcharged when I pay my order?
We only charge the amount of your order. As for the extra fee, it may be the handling fee charged by your bank, which is related to the type or area of your card.
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Can't find what you're looking for?
Contact us by filling out the information below, or email us at support@cvohair.com.
Our Customer Service team will get back to you as soon as possible.