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Shopping guide

general Questions & Answers
I have ordered a product that was previously listed on your website at a different price.
As an online business we act much faster in adjusting our prices in response to newest trends, stock and demand from customers. It's our general policy not to refund the difference between the price at time of ordering and earlier listed prices.
Do I need to create an account to shop with you?
The easy answer is YES, but only if you want to receive all the benefits of shopping online with Kapello.

Setting up an account will allow you to order without having to fill in your details every time you shop with us and will give you benefits such as order tracking, regular newsletters, and the best bit, exclusive discounts and special offers.

Just click on the type of item you want from the list on top of the site, then refine your search according to colour, length, price, type, method, etc until you find exactly what you're looking for (we're more than sure, you will).

You can SIGN UP right now, or you can start SHOPPING straight away and set up your account when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details on hand.
Do you have a length explanations? Colour chart?
Yes! We want to be sure you choose the best length, colour and method to suit your natural hair.

Check out our Colour Chart, length indicator and recommendations in our shopping guide, (just below). We aim to ensure your hair extension fits perfectly and stays looking great for longer. To show you how you can choose you colour, length and method, we have developed a separate program just to make it even easier.
Can you give me more information about your products?
We try to publish as much useful information as we can to help you buy the products that will suit you best.

The product page for every item includes a detailed description, care instructions and, most importantly, pictures, video, and all other important facts about each item. There is also the option to comment about each product and rate it. The views of other customers are also displayed. In addition, our stock system is always up to date. We guarantee that our stock availability is as advertised.

If there is any further information you feel we need to include to help you, just let us know what information you'd like to see and we'll do our best to include it.
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 when you set up the account, but when you do want to start shopping, this will give you a great head start.
How do I pay for my order?
We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously, so your details will be safe with us.

To maintain security and prevent fraud, all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. Payment may also be made via Paypal, GoogleCheckout and others.
What currencies can I use?
To make international shopping easy, you can pay using any of the currencies below.
  • UK Pound Sterling (GBP)
  • US Dollar (USD)
  • Euro (EUR)
If your currency is not in this list, don't worry, we will display the price in your currency or the currency of your region. However when you pay, we will use the current exchange rate to convert your currency to one of the currencies above, easy!
When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment.
How do I change details on my account?
Once you have signed up, you'll be able to log into MY ACCOUNT any time you want. This is where you go if you want to change your password, email address, delivery information, card details and/or to see your purchasing history etc.
I have a discount code. How do I use it in paying for goods?
Make sure you type your code in the appropriate box when you check out. If the code is not applied at this point, we can't apply it later on the same order (though you might be able to use it for a subsequent order).
  • Please note only one discount offer can be used per order
  • Discount codes cannot be redeemed when buying gift vouchers
  • Please always check further terms and conditions supplied with the code
Buying a Gift Voucher
Buying a Gift Voucher is very easy. All you need to do is decide who you want to send a Voucher to, how much you want to spend and when you want your Recipient to receive it. Follow this link.

You can choose a date up to 3 months in advance of your purchase date for your Recipient to receive their Voucher. We will take the payment and will email them on that date using the email address you have given us.

Once your Recipient has been sent their Voucher, they will have 12 months to spend their Voucher on our site, using part or the entire value of the Voucher as payment.

Gift Vouchers are currently only available in Sterling. We will let our overseas customers know as and when Gift Vouchers become available in their own currency. Your order will be shown in GBP at checkout and in confirmation emails, but any card payments you make will appear on your next bank statement in your own currency.
What do I do if my Gift Voucher is lost or damaged?
In this instance, please contact our Kapello customer care team as soon as possible with as many details of the purchase as possible - they will then try to re-issue the Voucher to you.
What can I do if my Recipient hasn't received their Gift Voucher?
First, ask the Recipient to check that their Gift Voucher is not caught in their junk mail, spam or firewalls.

Second, you will receive a copy of the email , with Voucher code and all the details so if the Voucher has not been received, you can resend that email to your Recipient.

If you still have problems, please contact our Kapello customer care team who will be able to help you.
Can I amend or cancel my order?
Unfortunately, we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, changing the delivery address or any payment methods.

However you can cancel an order within 30 minutes of placing it. Please contact us via phone, email or our online video support system.
Do you have an ethical sourcing policy?
We have a responsibility to our customers, colleagues and supply partners to ensure that the items sold on are produced under acceptable conditions and in an ethical way. This means that they must have been produced:
  • Lawfully, through fair & honest dealing
  • Without exploiting the people who made them
  • In decent working conditions and
  • Without damaging the environment
Do you offer student discounts?
Currently no, but we are working hard to develop a system of discounts just for students. Please come back to this section to see updates in the near future.
Will an item be restocked?
Yes! Kapello restocks items and aims to keep the most popular products in stock at all times.

We currently don’t have the facility to let you know if or when an item is restocked, but our clever team are always working on improving Kapello systems so we might be introducing this in the future. We do have newsletters, where we provide our customers with information about products, so if you have registered and signed up for our newsletter, you will be able to find out easily all the news on Kapello.

If there is anything else you want to know about a product, please follow this link to contact our Kapello customer care team.
our color Chart
Color Chart
Please Note: All Hair Extensions lengths examples only approximate.
visual hair length Explanation
our Recommendations

Before buying your hair extensions, it’s important to decide what kind of look you would like to achieve. Kapello hair extensions are brilliant for adding extra volume, length or varying colour, depending on your preferences.


If you would like to add more volume, make sure your hair extensions are no longer than 2 inches from your scalp. Micro Rings and Pre Bonded extensions are an excellent choice for adding volume. You will need from 100 to 150 Kapello hair extensions strands to achieve maximum fullness.

If you prefer Kapello Pre Taped hair extensions, make sure your hair stylist uses at least 18 pieces of Pre Taped for a full head of volume.


If you are mainly after extra length with the help of Kapello hair extensions, then please follow the advice below.

Our team advice:

Seek advice from your stylist and decide which length you would like to achieve first:

The next step is to decide on your hair type:

For short or naturally thick hair: You will need at least 200-220 of Pre Bonded or Micro Rings hair extension strands for length. Or 60 pieces/3 packs of Kapello Pre Taped hair if you want to use our latest innovation in hair extensions.

Medium thickness hair: You will need at least 170-200 of Pre Bonded or Micro Rings hair extensions strands for length. Or 40 pieces/2 packs of Pre Taped.

Fine hair: You will need at least 100-120 of Pre Bonded or Micro Rings hair extensions strands for length. Or 40 pieces/2 packs of Pre Taped. Please note, with fine hair it is important to realise that lots of hair is not always ideal. The hair extensions still have to look natural and more importantly, you don’t want the hair to become dramatically heavier than what you’re used to and potentially cause headaches.

Clip Ins: Kapello Clip In packs contain all you'll need for a full head of luxury hair extensions. Each pack contains a total of 5 pieces to amplify volume and length for a full head of hair in an instant. For even more volume, try using 2 packs.


Create multi-dimensional colour without damaging your hair with harsh chemicals. Did you know that not only can you add length and volume but you can also create a beautiful multi-tonal effect using extensions, blended with your natural hair colour. We recommend using Kapello Pre Bonded or Micro Rings hair extensions to create precise colour effects. The strand by strand hair extensions method allows your stylist to add targeted highlights or lowlights within 1 hour and without any damage to your natural hair. For a more finely blended colour result, Kapello Pre Taped are effective for blending in contrasting shades more naturally. If you don't have a stylist qualified in extensions, please follow this link to one of the most reputable hair extensions specialists.

Do-it-yourself Clip Ins can also be used to stunning effect to create colour variation. Just choose a shade close to your natural colour to blend more easily and avoid extensions looking obvious.


The key to keeping your extensions looking beautiful for longer, really is proper aftercare. As extensions are essentially composed of 'non-living' hair, they are no longer receiving nutrients from the human body. This is why even top quality extensions need specific care and additional support. Kapello aftercare products have been specially formulated to keep extensions looking shiny, vibrant and healthy for maximum longevity. To view our full range of aftercare products, please click here.

The Kapello hair extensions team hopes that this information has been helpful to you. If you have any other questions, please do not hesitate to contact us.

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