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Frequently Asked Questions
What are hair extensions?
Hair extensions are a technique of adding hair that is not your own onto your existing hair. This is achieved through numerous different methods (Pre bonded nail tip, Micro-rings, Wefts,Clip in's Bulk). They are applied by skilled hair professionals and offer an instant way of changing your appearance. They can be washed, cut and styled to a person’s individual taste. You can even style them with a completely new hair cut. We are recommending hair extensions specialist Nr-1 in the UK for the following types of hair : Pre bonded, Micro-rings, Bulk, Pre Taped. Please follow this link.
What are Clip in Hair Extensions?
Clip extensions: are simply wefts of hair usually 8 to 10 inches wide with wig clips sewn at the outside edges and inside center. These clips are opened and clamped onto the client’s hair in horizontal partings. Usually about 3 -5 tracks are used depending on the desired results. These are very temporary and last one day. To remove, gently open clips and hair will slide easily away. You can clip the hair back as soon as you wish. We offer an exclusive service for clip in hair extensions. We can make clip ins just for you from the material you choose : Russian virgin hair, European human hair, Remy human hair. Clip ins will be designed special for your had size, this will guarantee that extensions will stay secure and unnoticeable.
Will Hair Extensions Damage my own Hair?
No! Kapello Hair Extensions will not damage your hair at all, all methods (eg, pre bonded, micro rings, or others) have been designed with with one major objective – save customers own hair and prevent damage.

Attention – pre bonded hair should be applied by a professional hair extensions specialist, please don't try to apply it yourself, otherwise we are cannot be held responsible for the result.
What are Pre bonded Hair extensions?
Each strand has approximately 180-200 individual hairs that are bonded together at the ends by a keratin protein bond, in the shape of a nail. The hair is melted by a fusion iron or fusion heat wand which then connects to individual sections of your hair. You can wash, dry and style the hair extensions just like your own hair. You may also curl, flat ironed or even colour the hair. It can take anywhere from 150-250 strands for a full head of hair depending on how thick your own hair is. A real Human Hair and European hair is the Best Quality Human Hair on the Market. The hair is drawn from the one head and kept in the same direction so the cuticles in the hairs flow together in the same direction, minimizing the risk of tangling. Minimal processing is used giving you a more natural feeling human hair and a sensually smooth, silky feel. This hair is hand-picked strands by strand to ensure all cuticles are aligned in the same direction so no tangling occurs.
What is Micro-rings Hair extensions?
Also called easy ring extensions, these types of extensions have become unbelievably popular over the last 3 years. Attaching this type of extension is simple and quick. The human hair is pulled through a micro ring and then pressed shut using hair extension pliers.
How many packets do I need for full head hair extension?
For hair weft under 18 inches, one packet is enough for full head. Over 18 inches, you should need more than one. If a hairdresser is doing your hair it is advisable to check with them as to how much you require for the hairstyle.

For the pre bonded hair, you should need 150-200 strands. Once again this depends on the style, but usually that's the figure.

For Micro-rings you should need 150-200 strands. Once again this depends on the style, but usually that's the figure.

For Pre Taped you should need minimum 20-25 pieces.
How long will it take to add extensions to my own hair?
It depends on what you want. If you are looking for just a few temporary extensions before you go out , or to enhance your confidence ahead of a mini-break with someone special or someone new, having hair added in does not need to be a long process. However, if you are looking for a bigger and more permanent transformation it can take 2-2.5 hours.
How can I do hair extensions by myself?
Normally, Weft hair are applied in rows across your head with adhesive or sewed to braids. Some hairdressers prefer shrink-links and micro ring or fusion for pre bonded hair, the hair comes already separated into individual strands ready for application with bonds on the tips.
How long do hair extensions usually last until they fall out or you have to take them out?
No extension system should stay in longer than about 3 months (weaves or braided wefts should be redone much sooner than that, every 4-6 weeks) and anyone who tells you otherwise is lying to you. Once your roots grow out and your hair looks MUCH thinner on top than on the bottom and you can actually see a line between the thinner and thicker hair. Then you must decide if you want to get more extensions added or cut them out/thin them out. However for some individuals this time frame might vary depends on their hair growth speed. But we have carried out a lot of tests and analysis with Kapello Hair Extensions of all types, and it lasts for 8-10 months without losing any quality, silkiness or softness. In some cases when our survey participants were very careful with Kapello hair extensions, they lasted for 14 months proving that these hair extensions are of the best quality on the market.
Will my new hair feel heavy?
At first you will definitely notice your extra hair. The extra volume may also initially be an enjoyable novelty - but it is surprising how quickly you get used to having a gloriously full head of hair. Kapello hair extensions are innovative nano technology which makes extensions matched in look and weight to your real hair, within 1-1.5 hours, you will not feel them as something new.
How do I look after my extensions?
Your new head of Kapello hair extensions will look and feel just like your own. You can wash, dry and style it just as you would your own hair. Your hair will have more volume, colour, length, and generally look better.
Can I use a hairdryer, hot rollers, hot sticks, tongs and other styling equipment?
Yes, you can use all of the above with Kapello Hair Extensions.
Is it safe to leave my hair to dry naturally?
Yes, once again, you can treat your Kapello Hair Extensions just like your own hair. Wet extensions look just as natural and organic as freshly washed hair.
What is real remy hair?
It Is cut from one persons head & sewn in the same direction hair naturally grows. Unlike other commercial hair the Cuticle is just like nature intended it to be. The texture is silky soft. Cuticle hair is created by careful processing which leaves the cuticle layer of the hair in place. The result is a superior hair item that colours beautifully - it has the highlights and natural shading just like your own hair. Please see the picture.
How long do human hair extensions last?
Normally it can last from five to six months if the hair extensions are taken care of correctly.
Do you have a Guarantee?
We guarantee all of our Kapello Human Hair extensions are 100% selected Grade A real Human hair extensions.
How do I search for a product?
There are a number of ways you can search for a product until you find exactly what you’re looking for.

The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section, spilt into either product types (i.e. Pre bonded hair extensions) or other types, colours, lengths, and etc.

Alternatively, if you know exactly what you want, just type in the product into our search facility [top right of the Kapello Website] and our clever search engine will find you everything related to your specific search.

Once you have found what you want, click ‘add to shopping bag’, and when you’re done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy! Don’t forget to check out accessories category as it can be a hair care - gold mine!
How do I sign up for the Kapello newsletter?
The easiest way to sign up for our newsletter is to set up an account. You don’t have to buy anything, but when you do want to start shopping, this’ll also give you a head start. Alternatively, you can click here to go back to the Homepage f our website and sign up to the newsletter straight away without setting up an account.
I have seen a product but it no longer seems to be in stock
We know how frustrating it can be when you have your heart set on an item and you go to buy it but it’s out of stock.

However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does. As we try to keep our products fresh, we add new items every week so you might just find something similar to the one you were looking for, or exactly same one but with new stock availability.

Try browsing through our departments at the top of the web-page and then refine the type of item you are looking for by clicking on each of the sub-sections.
Has my order been shipped out yet?
As soon as your order is dispatched from our Warehouse, you will be sent an email to confirm that it's on its way.

Our Warehouse team works around the clock so you could receive the email in the day or the night.

From there it should be delivered within the time-scale we advertise. You can track most orders by visiting our HELP page and insert your tracking code into track and trace window.
Information on our standard delivery service
Deliveries will be made within 3 working days after you place your order [excluding Sundays] e.g. If you order on Wednesday your goods will be delivered by the following Monday.

The cost of UK Standard Delivery is £3.95 and your order will be sent out via the most suitable carrier, depending on size and weight.

Order tracking is available for Royal Mail deliveries, so please visit our HELP page and insert your tracking code into track and trace window. We will advise you if your order is being dispatched via Royal Mail.

Your order can be delivered any time between 7am and 9pm and a signature may be required on receipt.

If you are not around to take delivery of your parcel, the carrier will leave a calling card telling you how you can pick it up.

Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.
How do I return an existing item?
It's Easy and fast to rectify any problems if there is a fault with your hair extensions. In all other circumstances please read our Returns Policy, about how to make a return.

f you have any more question after reading our return policy, please don’t hesitate to contact us via email for a speedy response.
Have you received my returned goods?
As soon as your return has been processed by our warehouse, we'll email you to let you know.

In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Support team via email and we'll get back to you within few hours.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

You are also advised to return product(s) by recorded delivery or registered post. Proof of postage will not be accepted as proof of delivery. Please remember to include your full name and address, and a copy of your purchase invoice along with your reason for return.
Do you have a shop?
Who needs a shop? All those rails to trawl through, the rummaging, then there's the getting there, the queuing... you know what it's like... You can be left thinking “Why should I stand here now waiting to pay?!” Now you can forget about the hassle and let us provide you with Nr1 Hair extensions products and we will even deliver it right to your door!

We are an online Hair extensions Store, which means you can shop with us 24 hours a day, from all over the world . By the way we do ship our products to almost every country on the globe.
What can I do if something is wrong with my order?
If you receive the wrong item or something is missing from your order then send us an email , with your name , surname, and order number, and we will sort it out for you within few hours, with the right item or a replacement item.
How much is shipping?
Shipping is calculated by the website and it goes on weight and size of an order, if you put your products in your basket it will give you the exact shipping costs before you proceed to pay. However for the most orders it will be a flat rate £3.95, only for large orders delivery rate will be higher than that. (for UK Customers only) (For international customers, delivery charge will be calculated depending on, where the parcel should be delivered, weight and size).

After all customer requests we have decided to decrease cost of the delivery to the minimum as it could be.
How do I know if a product is in stock?
All items listed are in stock, and our stock is updated every couple of days to ensure they are as accurate as possible. Our website will not let you buy a product which is out of stock, so even if we make a mistake, you won’t be penalised. We understand how frustrating to think that you have bought something, and then receive an email with contrasting information.
Do you deliver Worldwide?
YES! We deliver parcels all over the globe. The cost of shipping is displayed on the checkout shipping page and you can view this before you commit to buy.
How do I pay for items online?
Simply add the items you want to your shopping cart and then go to the checkout, following the online instructions. We accept all major credit & debit cards, PayPal, plus all other well know and secure, approved payment methods.
What forms of payment do you accept?
When you proceed to the check out you will be presented with a list of different payment options we provide. Such as, Debit/Credit Cards (Visa, Delta, Visa Electron, Switch, Mastercard, Solo, Maestro, JCB, Amex). We also accept Postal Orders & PayPal, Pay by Phone.
How long do you take to despatch an order?
Generally if we receive an order by 5pm we will dispatch it on the same day.
If I order from outside the UK, will I pay customs charges?
If you are ordering from within Europe, you will pay no customs charges. Most other countries allow small packages to be delivered without charge, but some charge customs duty - please contact your national customs office regarding this subject, as the customer (not us) are always liable for any such charges.
How long will my order take to arrive?
Depending on your location, orders take varying times to arrive. Average delivery times are as follows: UK: 1-4 days – depending on delivery plan/choice (eg next day delivery). Europe & Worldwide: 4-14 days, for some very far countries from UK, and with very strict customs, it may take a maximum of 21 days. However we always try to send orders as soon as possible to make sure waiting time is minimised.

Please refer to our shipping information page section for further info.
What if I receive a faulty product?
We will replace any faulty item free of charge. Please contact us via email first, please leave as much details about yourself and the product as possible, we will analyse that, and provide you with an information and advice of how to make fast return. We will require you to return the faulty item(s). Please do not return faulty items to us without contacting us first.
I am ordering from outside the UK and have received only part of my order - why is this?
Due to Courier weight limits, we sometimes split larger orders into separate packages. Often they will arrive simultaneously, but sometimes the second package will arrive a few days later. If the order is split in this way, we mark the invoice "Parcel 1 Of 2" to show that the order has been split.
Can I add items to an order I have already placed?
As we dispatch orders very quickly, unfortunately it is not possible to add to an existing order. If you require further items, you must place a new order via the shopping cart.
Is your website safe & secure with my personal details?
Yes. We use an encrypted shopping server online to ensure all the details transmitted within our secure area are safe & secure. We do not disclose any personal information to anyone else. If using a credit or debit card your payment will be dealt with by Paypal or Our Bank partner, the World’s leading secure payment company.
Can you deliver to my work address or Friends house?
For your first order we must deliver to the billing address, this is for Anti-Fraud purposes. After your first order, we can deliver to any address you specify, you can choose during the checkout process. If you want to overcome this rule, please email us, and we will discuss that further, to see what we can do.
Do you deliver "next day"?
Royal Mail endeavour to deliver 95% of all parcels by first class mail the next working day using its standard service. However you can use the Royal Mail "Special Delivery" option for guaranteed next day delivery. However you must place your order by 4pm between Mon-Thur, to receive it "next day".
Do you have an online sales & return procedure?
Yes. We adhere to all UK trading laws and offer a safe & reliable service. We want you to be happy with your shopping experience whilst using at all times. Customer satisfaction is our priority, if you are not happy with any aspect of your dealing with us let us know by contacting us, leaving feedback, leaving review, there are plenty of ways how to contact with us.
Can I order by telephone?
YES! If you wish to place an order via telephone please contact us between 9.30am and 5.30pm GMT Monday to Friday.
How do I know you have received my order?
We send an e-mail confirmation of each order, stating the items ordered and the total cost. This email confirms your card payment went through successfully. If you did not receive an email, please contact us and we will confirm everything for you.
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