Support
Frequently Asked Questions
Information about orders, shipping, returns, products, and payments.
Orders
How do I place an order?
Choose the products and their respective variants, add them to the cart, and complete the purchase by following the instructions shown at checkout.
Can I change or cancel an order?
You can request a change to the address or variants, or the cancellation of the order only before the package is handed over to the courier.
Write to info@kanekalonjumbohairshop.com as soon as possible, indicating the order number.
Sending the request does not guarantee that the change is possible, because 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
- Standard shipping: €5.99
- Free standard shipping from €49.90
- Express shipping: €7.99
Germany
- Shipping: €10.99
- Free shipping from €79.90
Netherlands
- Shipping: €10.99
- Free shipping from €79.90
San Marino and Vatican City
They follow the same shipping rates and free shipping thresholds provided for Italy.
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 shipping, the estimated times are:
- Italy standard: 3–5 business days
- Italy express: 2–3 business days
- Germany: 5–8 business days
- Netherlands: 5–8 business days
San Marino and Vatican City follow the times provided for Italy.
The times are indicative and may vary due to holidays, promotions, strikes, courier delays, or other exceptional circumstances.
In which countries do you ship?
At the moment, we ship to Italy, Germany, and the Netherlands.
We also ship to San Marino and Vatican City, applying the conditions provided for Italy.
At the moment, we do not ship to other destinations.
See all the details 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 before it shows as active.
Returns and refunds
How long do I have to request a return?
You can communicate the intention to make a return within 14 days of receiving the order.
After the communication, you will need to 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:
- first and last name;
- order number;
- items you wish to return;
- intention to make the return.
Do not ship the items before receiving the 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 for the verification of the product.
Personalized products and some sealed items opened after delivery may not be returnable in the cases provided by law.
Who pays for the return shipping?
The direct costs to return the product are normally borne by the customer.
The cost depends on the courier and the service chosen. We recommend using a tracked shipment.
If the return is due to an incorrect, damaged, defective, or non-compliant item, we will directly assess the management of the case and the related costs.
Are the initial shipping costs refunded?
When provided by the applicable regulations, the refund also includes the cost of the least expensive standard delivery method available at the time of the order.
The eventual difference paid for a more expensive shipment, such as express, is not refunded.
The costs incurred to reship the return normally remain the responsibility of the customer.
Can I exchange a product, a color, or a variant?
We do not perform direct exchanges.
If the product is eligible for return, you can return it and place a new order. The price and availability will be those present on the site at the time of the new purchase.
When will I receive the refund?
After receiving and verifying the return, we will communicate the outcome via email.
If approved, the refund will be made to the same payment method used for the purchase. We may hold it until the receipt of the products or proof of successful shipment.
The credit times depend on the bank or the payment manager.
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 the packaging.
Products
What type of fibers do you sell?
We offer different types of extensions and synthetic fibers for protective hairstyles.
On each product page, you will find characteristics, recommended uses, and instructions for choosing the most suitable fiber.
Can I use heat on the fibers?
It depends on the product. Some fibers are suitable for the Hot Water Setting, while others can withstand higher temperatures.
Always check the maximum temperature and the instructions indicated on the product page.
How can I maintain synthetic extensions and dreads?
Wash them gently following the instructions provided 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 worked 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?
The payment is completed through the protected checkout procedure. Never send complete card details via email or message.
Can I pay on delivery?
No, at the moment payment on delivery is not available.