Support
Frequently asked questions
Information about orders, shipping, returns, products, and payments.
Orders
How do I place an order?
Choose the products and their variants, add them to your cart, and complete the purchase by following the instructions shown at checkout.
Can I modify or cancel an order?
You can request to change the address, variants, or cancel the order only before the package is handed over to the courier.
Write as soon as possible to info@kanekalonjumbohairshop.com, indicating the order number.
Submitting the request does not guarantee that the change is possible, as the order may already be in preparation or shipped.
Do I need to create an account to purchase?
No, you can also purchase as a guest.
Shipping
How much does shipping cost?
Italy, San Marino and Vatican City
- Standard: €5.99
- Free standard from €49.90
- Express: €7.99
Most European Union countries
- Shipping: €10.99
- Free from €79.90
Cyprus, Denmark, Estonia, Finland, Malta, Sweden, Greece
- Shipping: €12.99
- Free from €79.90
The conditions applicable to the entered address are always shown at checkout before payment.
What are the delivery times?
Orders are generally prepared and handed over to the courier within 1-2 business days.
From the time of shipment, estimated times are:
- Italy standard: 3–5 business days
- Italy express: 1–2 business days
- European Union: 5–8 business days
Timelines are indicative and may vary due to holidays, promotions, strikes, courier delays, or other exceptional circumstances.
Which countries do you ship to?
We ship to Italy, European Union countries, San Marino, and Vatican City.
See the complete list on the Where we ship page.
How can I track the package?
You will receive an email with the tracking code when the package is shipped.
Tracking may take 24–48 hours to become active.
Returns and refunds
How long do I have to request a return?
You can communicate your intention to return an item within 14 days of receiving the order.
After communication, you must return the items within the terms and according to the instructions received from customer service.
How do I request a return?
Write to info@kanekalonjumbohairshop.com, indicating:
- name and surname;
- order number;
- items you wish to return;
- intention to make a return.
Do not ship items before receiving instructions.
In what condition must the product be returned?
The product must be intact, unused, unaltered, and complete with any accessories, labels, and original packaging.
The customer is responsible for any decrease in value caused by handling not necessary to verify the product.
Personalized products and some sealed items opened after delivery may not be returnable in cases provided by law.
Who pays for return shipping?
The direct costs of returning the product are normally borne by the customer.
The cost depends on the courier and the chosen service. We recommend using tracked shipping.
If the return is due to an incorrect, damaged, defective, or non-compliant item, we will directly assess the management of the case and related costs.
Are initial shipping costs refunded?
When required by applicable law, the refund also includes the cost of the least expensive standard delivery method available at the time of order.
Any additional difference paid for a more expensive shipment, such as express, is not refunded.
The costs incurred for returning the item normally remain the responsibility of the customer.
Can I exchange a product, color, or variant?
We do not perform direct exchanges.
If the product is eligible for return, you can return it and place a new order. Price and availability will be those present on the site at the time of the new purchase.
When will I receive my refund?
After receiving and verifying the return, we will notify you of the outcome via email.
If approved, the refund will be made to the same payment method used for the purchase. We may withhold it until the products are received or proof of shipment is provided.
Accreditation times depend on the bank or payment processor.
What should I do if I receive an incorrect or damaged product?
Contact us as soon as possible at info@kanekalonjumbohairshop.com, indicating the order number and attaching photos of the product and packaging.
Products
What type of fibers do you sell?
We offer various types of synthetic extensions and fibers for protective hairstyles.
On each product page, you will find characteristics, recommended uses, and guidance on choosing the most suitable fiber.
Can I use heat on the fibers?
It depends on the product. Some fibers are suitable for Hot Water Setting, while others can withstand higher temperatures.
Always check the maximum temperature and instructions indicated on the product page.
How can I maintain synthetic extensions and dreads?
Wash them gently according to the instructions for the material and keep them dry, away from incompatible heat sources.
Are the fibers ready to use?
Generally yes, unless otherwise indicated on the product page. They can be processed and customized according to the chosen technique.
Payments
What payment methods do you accept?
You can use the payment methods available and shown at checkout.
Are payments secure?
Payment is completed through the secure checkout process. Never send full card details via email or message.
Can I pay on delivery?
No, cash on delivery is not currently available.