BRENNAS HAIR HELP & FAQS SERVICE

Please Choose Your Question Type:

Question Before Purchaes
About Order
How do I pay for an order?
To pay for your order on www.brennashair.com, follow the steps below:
1) Select the hair items you would like to order and click the "Buy Now" button.
2) Fill in the address information and choose the shipping method and payment method on the checkout page, then click the "Place Order" button.
3) Go to the payment platform to complete the payment.
How do I use my coupon code? Can I use two coupon codes in one order?
The purchasing process on our website is: Buy Now > Checkout > Confirm > Payment. When you are in the process of Checkout or Confirm, you can apply the coupon code if you have one, and please note that only one coupon code is allowed for one order.
I have bought something but seen it at a different price on your website.
As an online business we act much faster in adjusting our prices in response to trends, stock and demand from customers. It's our general view not to refund the difference.
Is there any hidden charges to my order?
Basically, the final amount you will pay is just the price of the product plus shipping(if you choose a paid shipping). Sometimes, because of the exchange rate of currency, when the payment finally cleared through the bank, the total amount will be a little different to the price of the product, but its only less than 0.5% of the total price.
Do I have to pay the customs duties & taxes?
Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees. Additional charges for customs clearance must be fulfilled by the recipient. Customs policies vary widely, the customs duty is determined by the custom of your country, and it is uncertain to know how much about it, you should contact your local customs office for more information.
About Products
Is your hair 100% human hair?
Yes, we only sell high quality 100% human virgin hair.
Can I ask for small/large cap?
Our Stock Size is Medium cap which is 22.5 inches, and we have the combs and elastic band or adjustable straps inside to help fit the head. Kindly Reminder:
For full Lace Wig and 360 Lace Wig: The size of our full lace wigs and 360 lace wigs could not be changed.
For U-part Wig and Headband Wig: The cap size of U-part wigs and headband wigs could not be changed, but the U-part wig’s top is empty so you can adjust the wig according to your head size, and the headband wig’s cap can be available with adjustable strap, elastic velcro snapping design wig with 5 Clips, which can fit all head sizes perfectly, cap can be available with adjustable strap.
For lace front / lace closure wig:
1)Small Size is 21.5 inches, Large Size is 23.5 inches, you should know your own size and make a suitable decision.
2)If you change to those special cap sizes, you may need to wait about another extra 5-10 days. Would you like to wait? If you can wait and you want to ask for the small/big cap, please remember to leave the comments about it when you check out or send emails to us. Customer service email: brennashair@gmail.com .
3)It will be charged extra $10 for making the special cap size for you.
Does your wig come in bleached?
Yes, The lace of our wigs are slightly bleached under the condition that the hair would not shed, if you need more bleaching, we advise to find a professional hairstylist to help.
Is your wig pre plucked?
Yes, all of our wigs come slightly pre plucked, you can customize it to your liking once you receive it.
Can your hair be dyed / bleached?
Yes. Our hairs are 100% human virgin hair and all our natural color hair can be dyed or bleached to #27, as a general rule it is easier to darken the hair than to lighter the hair. We do suggest getting a professional opinion by an experienced colorist and having your hairdresser dye the hair as you will get the results you want, coloring them yourself always poses a high risk of not coming out the shade you want. We would advise for a one clip weft to be tested prior to coloring or restyling the full set to make sure the resulting shade is what you anticipate.
Note: Any dyeing and bleaching is done at the customer's own discretion and we cannot be held accountable if the results do not come out as intended.
How many hair bundles can make a full head?
Normally the weight of 1 bundle is 95g-105g,we suggest you to take 3-4 bundles for a full head,Especially for the length from 20inch to 30inch,4 bundles are necessary.
About Payment
What types of payment do you accept?
We accept the following payment methods: Paypal, Credit Cards (Visa Card, MasterCard, and American Express), Klarna, Western Union, Moneygram. If you have any payment problems, please contact with us: brennashair@gmail.com.
Do you accept payment by installment?
Yes, Now we support PayPal Pay later and Klarna payment.
When I pay via PayPal, do I have to have a PayPal account? Can I use credit cards?
It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. When you check out, please click paypal button, then you can choose the "Pay with Credit Card" on pop-up payment page.
Why is my card declined?
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 : brennashair@gmail.com.
Why did my payment fail?
If your payment for an order has failed, please check it is not due to the following situations:
1)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.
2)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.
3)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.
4)Exceed limit, Please make sure the order amount does not exceed your credit card limit,or the payment is unable to go through smoothly.
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.
Can you send me an invoice?
Yes, we can send you the invoice via Paypal Or Klarna if you need, just feel free to contact us via email: brennashair@gmail.com.
About Shipment
How long will my hair be shipped after I place an order?
Generally, your package will be shipped within 24 hours after order confirm (except Weekends and Holiday). However, we may need to wait for 2 or 3 days for the stock at times, thus the delivery will be delayed for 2 or 3 days.
Which express do you use? How long can I receive my order?
We use DHL, FedEx , USPS, GES, TNT, DPEX or UPS. Generally, the package will be delivered within 3-7 business days to most countries once shipped out. The time you receive your order will depend on many factors, such as the shipping method and the location of the shipping address. Please be aware of that bad weathers, pandemic may cause the shipping delays sometimes. Once your order has shipped out, you will receive the tracking number by email.
Can you provide the Overnight / Expedite shipping service?
1-2 day expedite shipping is available for USA orders if the hair you want is in stock in our US warehouse. Please contact us to confirm it before you order. Our Customer service email: brennashair@gmail.com.
Can I receive my order on Saturday or Sunday?
Most express companies are weekend off. If the package has been arrived your city, you can go to the local sites to pick it up.
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, you need to provide a new address.
Can I use Po.box as the shipping address?
We don't accept PO.box (including FPO or APO) as the shipping address, because the Express(DHL/FedEx/UPS/USPS/GES/TNT) can't deliver and we only accept the physical address as shipping address.
About Account
How to register a member?
1)Open the Web page, click on the "sign in".
2)Enter into the information page of need registration: You need fill out your name, mailbox address and password.
3)Click “submit” the specified page appears, you need to improve your information.
How to reset my password?
Go to sign in page and click forget password. We will quickly email you a link to reset your password, if you don't get the email, please check your spam email at first. If still no email, please feel free to contact customer service, we can help reset your password.
How can I check my reward points?
Please be aware of that you need to be registered to earn and spend Reward Points. Sign in your account and you can check your reward points at “My Reward Points” Section. For more details, please check our reward points page.
Question After Purchaes
About Track Order
How to track my order?
Method 1: Log into “MY ACCOUNT” to view the status of your order Track your shipment by using the tracking number provided to you once your items 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, please feel free to contact our customer service department for assistance.
Method 2: You can use your order number or shipment number to track your order though our Track Order page.
Why haven't I received my order yet?
Once the package has been shipped out, we will email you the tracking number, you can check the status. If not, please feel free to contact our customer service: brennashair@gmail.com , we will help you to check it.
Why is the shipment of my order always at the pending status?
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/USPS/TNT to ask about what is going on about it. Or you can send us the Email to brennashair@gmail.com , we will help you out.
If I'm not at home, how can I sign for my package? Can I have a delivery service without signature?
If you are not at home, you can ask your family and neighbors to sign for it for you, or you can contact the local express customer service and reschedule with them to deliver your package, or you can choose to pick up the package yourself. In order for you to successfully receive the package, we recommend that you sign for it yourself, after you applied the service without signature, if the package is lost or stolen, we do not take any responsibility.
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, It is also possible that the courier drop your package around your house. Please confirm it first. If not, please contact the express company first to tell them your situation and let them help you find the package, and please ask them as many details as possible, whch is important to find the package later.
About Free Gift / Package
Why didn't you give me a free 3D mink lashes or other free gifts?
Our free gifts are randomly sent, if there is a free gift you want, you can leave a message when you place an order, or contact us.
Why didn't the order come in the pink Brennas box?
Because each package has a weight limit, we will follow up the weight of the package to determine whether to pack it in a pink box, if you want a pink Brennas box, you can leave a comment or contact us when you place an order.
About Return / Refunds
What is your return & exchange policy?
We offer 15 days no reason return if the hair is in its original state. For more details please check our return policy / exchange policy page.
When will I get a refund after returning the package?
A full refund will be provided to the original method of payment after we have received, inspected and confirmed. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund. Some financial institutions can take up to 3 business days to process the refund. Please allow a few business days for your financial institution to reflect the refund on your statement prior to contacting us.
If I refuse to accept the package, can I get a full refund?
We do not accept the refusal without any reasons. If you refuse to sign the package and lead to the return, you will need to pay for the return shipping and the shipping fee we paid the first time. Any expenses incurred during the return of the parcel will also be deducted from your payment. So we suggest that customers contact us within 24 hours via email before shipping if they have any problems (such as place the wrong order/ want to cancel /want to exchange), so that we can help you to solve it timely.
Hair Care Tips
Can I wash the hair bundles?
Yes, you can. Hair can be removed down to clean, but the clean method must correct for the hair.Wash with luke warm water and mild shampoo. Cowashing the hair extensions twice a week with a deep moisturizing conditioner from Garnier Fructis, Pantene, Organix or Jone Frieda. A client favorite is Garnier Fructis Triple Nutrition Fortifying Conditioner as a co-wash.
How to wash: 1. Wash hair with a moisturizing shampoo. Don’t massage the hair. 2. Condition hair with a deep conditioner for 10 min to 1 hr. 3. After deep conditioning, rinse thoroughly with lukewarm water. 4. Lay hair flat and allow to hair dry completely. Don’t use a blow dryer. 5. Gently pat dry with a towel. Avoid wringing or twisting. 6. When brushing, start at the ends and gently work your way to the roots. 7. Curly hair should be combed and styled with fingers. 8. Wavy hair should be combed with a wide tooth comb. Note: Pls use Quality Products.
I recommend: Dove Intensive Repair conditioner, One only Argan Oil moisture repair conditioner and oil treatment, Miracle 7 leave-in conditioner, Suave clarifying shampoo.
How to wash Virgin Hair Wigs?
If you wear your wig every day, wash it once a week; otherwise, wash it once every eight to ten uses.
How to wash: 1. Comb the hair ensure there is no tangles. Turn the wig insidecap outside. 2. Put the wig into 35-40* water, add shampoo into the water. Stir it evenly. 3. Gently press over hair for 10-15 minutes until it is clean. Don't rub with hands. 4. Rinse shampoo thoroughly and pull conditioner into water. Stir it evenly. 5. Leave hair wig in conditioner for 10-15 minutes. 6. Rinse conditioner thoroughly and use a towel to absorb the water. 7. Turn the wig insidecap back, For straight wig, choose one wide-toothed comb. 8. For wavy wig, hold the cap by hand, shake it 5-6 times, run with fingers smooth gently. 9. Put the wig onto a wig standing and let it air dry. 10. Don’t make the hair under the blazing sun for quite a long time. Note: Never use product that contain sulphur.
Will this hair hold curls well?
Yes,our hair can hold curls beautifully.We have some tips :
Find correct temperature for the hair curling.We suggest raise the temperature little by little to test it out.Time control is very important,we suggest let the wand/curl sits on the hair around 8-10 seconds with proper temperature.
Apply some hair spray will keep the curl pattern durable for whole day.
What’s the best temperature for the flat iron or curled iron?
We recommend 160-180 Celsius degree or 320-360 Fahrenheit degree.Even human hair can be burned if the temperature is too high without proper time control.Heat protection products will be recommended during high temperature iron.
Note: To restyle hair, use a blow dryer or curling iron on low or warm heat setting. Advise to test a one clip hair prior to coloring or restyling the full set.
How to comb the hair?
When brushing use a soft bristle brush or Use a smooth-edged wide-toothed comb start at the ends of your hair and gently work your way up, in this way it avoids tangling and pulling damage. Always brush in a downward motion and do not brush harshly.
Why are my hair extensions shedding?
After the factory workers sew the hair pieces into a bundle, there might be a strand of hair that is not attached to the weft. So when you first comb or wash it, it will come out, that’s not shedding. Comb them out and it will be fine. The wefts are double drawn machine weft to prevent possible shedding. If you have to cut the weft to adjust the hair volume for your install, please make sure to seal the edges of the wefts to keep it from shedding. And never wash or comb the hair with too much strength, or it will break off. You’d better choose the round with wide-toothed comb. We don’t suggest comb the curly items. We want to reassure you that we always check the quality of the hair very strictly before delivering. We wouldn’t ship out the hair if it has abnormal shedding.
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.
Why does the hair come in brown?
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. However, it doesn't affect the usage, so please don`t worry about that. If you don't like the brown 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.
Why do hair ends split or have short hair?
For our wigs, the hair material is collected directly from donors. It is natural hair without any process, so it may have a little split ends/have little short hair inside. We stick to the human hair, so it's normal and it won't affect the usage. You can try to use scissors to cut the hair end a little, and then do some hair care, it will be nice again. 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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