Once you have placed your order, you will always receive an order confirmation by email. Sometimes it can take a few minutes. Also remember to check your junk basket if the order confirmation has ended up there.  

You can also check in Klarna if your order has been registered there.  

Still feeling unsure? Contact us at [email protected], and we will help you. Remember to include your name and address for faster assistance.  

Unfortunately, we can't change the address of your order after it has been placed. However, you can always contact the delivery company and see if they can help you with the delivery to the desired address.

Unfortunately, you cannot make changes to an order that has already been placed. We work hard to offer our customers fast deliveries. And to enable this fast processing, the order will be locked once it is placed.

We process our orders super fast, if your order has already started to be packed, we unfortunately cannot cancel it.  

Contact customer service at [email protected] and please title the email ‘Cancellation’ so we can look into it as soon as possible, or chat with us via the website.  

If you place your order before 14:00 on a working day, it will usually be dispatched the same day.  

If you place your order after 14:00 or on a public holiday, it will be dispatched the next working day.  

In case of heavy traffic or unforeseen events, delays may occur, but we always do our best to dispatch your order as quickly as possible!  

If you encounter technical problems, first try placing your order from a different device or browser. You can also try using a private (incognito) window.

 If it still doesn't work, email us at [email protected] and we will help you further! Please send us a screenshot of the problem so that we can solve it as quickly as possible.

Your order number can be found in the order confirmation sent to your email. The order number should start with CO.  

Do you have a registered account? Then you can also log in to My Pages to see your order history and order number there.

We offer different payment options depending on the country.  

For private individuals:

• Card payment.  

• Klarna (Klarna Direct Payment, Klarna Partial Payment, Klarna Invoice)  

• PayPal (available in Germany)  
  

For business customers:

• Card payment.   

You can always see the exact payment options at checkout.  

We offer partial payment via Klarna. You can choose the payment option that suits you best at checkout.  

If you have any questions or problems, please contact Klarna directly for further assistance.  

Payment for your order is only deducted once it has been dispatched from our warehouse. Therefore, an amount may be reserved in your account immediately after the order is placed.  

If you see a reserved amount but have not received any information about your order within a couple of days, please contact our customer service team via our website chat or at [email protected] and we will look into it. Remember to include your order number for faster assistance.  

When you sign up as a new customer to our newsletter, you will receive an email with a personalised discount code. The email can sometimes take a few minutes to arrive, so please be patient.  

Important to know:  

• The discount code must be entered at checkout to activate your welcome offer.  

• The code is sent out only once by email. If you sign up again with an email address that has already been used, you will not receive a new discount code.  

Double-check the terms and conditions of your discount code and that it applies to the products in your basket. In some cases, certain products are excluded, such as colour samples, novelties, kits and already discounted products. Also, don't forget that discount codes often have an expiry date.  

If you still have problems, you can contact us via our website chat or by emailing us at [email protected]. Please include the discount code in question and a screenshot of your checkout and we will help you.  

We don't currently sell gift vouchers for the online shop, but you can buy one to use in our shops and salons.  

Get in touch or drop by and our staff will be happy to help you! You can find contact details for all our shops and salons.

Once we receive your return, it can take up to 7 days for us to process it. As soon as it is processed, you will receive an email with information about your refund.  

Please also bear in mind that it may take a few days for the return parcel to reach us.  

Our payments and refunds are handled by our payment partners. The refund is usually automatically transferred to the same payment method you used for the purchase. If more information is needed to process the refund, our payment partner will contact you.  

Standard delivery

 Your parcel will be delivered either directly to your letterbox, to the nearest agent or to a parcel locker (iBoxen or Budbee), depending on the size of the parcel and the chosen delivery method. Delivery time is usually 2-7 working days after the order leaves our warehouse. Free shipping may apply to purchases over a certain amount.  

Home delivery

If home delivery is available in your area, you can choose to have your parcel delivered directly to your door. Delivery times and available carriers vary depending on your address.  

Please note that some products may have special shipping conditions, such as limited delivery options or specific return requirements.  

Express shipping

Need your hair fast? Choose express shipping at checkout for a faster delivery directly to your agent or home. Delivery time varies depending on the destination, but is usually 1-4 working days after your order has left our warehouse.  

For more information about our delivery options, please visit:Shipping & Payments

The shipping cost depends on which delivery option you choose. The exact cost is always shown at checkout before you finalise your purchase.

• Sweden  

• Norway

• Finland

• Denmark

• Germany

• Austria

• Poland

• Switzerland  

• United Kingdom  

• Spain 

• Malta

• Italy

• France

• The Netherlands  

• Belgium

• Unites stated of America

• Canada

Delivery times vary depending on where you live and the delivery method you choose. At checkout, you will always see an estimated delivery time for your address.  

• Express deliveries are usually delivered within 1-4 working days.  

• Standard deliveries usually take 2-7 working days.  

Please note that deliveries may be affected by peak season and severe weather conditions, which may lead to delays.  

If the stated delivery time has passed and you have not yet received your parcel, it may be due to temporary delays by the shipping company. We recommend that you wait another 3 working days and follow updates via tracking.  

If the parcel has still not arrived after this, please contact our customer service at [email protected] and provide your order number for the fastest possible assistance.  

If your parcel is not collected on time, it will automatically be sent back to our warehouse after 9-14 days, depending on the shipping company you have chosen.

In case of unclaimed parcel, a return fee will be charged to cover handling and return shipping. Please note that the original shipping cost of the order is non-refundable.

Below you can see the fee that applies to your country:

Country - Fee

Sweden - 150 SEK

Germany - 18 EUR

Austria - 25 EUR

Denmark - 150 DKK

Finland - 20 EUR

Netherlands - 25 EUR

Other Europe - 25 EUR

USA & Canada - 25 USD

Switzerland - 25 EUR

Norway - 250 NOK

If you have received the wrong item or are missing a product from your order, please contact us as soon as possible at [email protected]. Always include your order number and the product in question, as well as whether you want a new product or a refund.  

If you have received the wrong item, please also include pictures of the product - both front and back of the package.  

If your parcel has been damaged during delivery, keep all packaging and take pictures of the damage. Then send the photos together with your order number to [email protected] and we will help you further.

Start by checking the tracking link in your delivery confirmation to see where your parcel is.   

If the delivery is delayed or seems to be stuck, please contact us either via our website chat or by emailing [email protected] and we will help you further. Remember to include your order number for faster assistance.  

If your order is sent to a delivery address outside the EU, import duties and taxes may apply when the shipment arrives in your country. These fees are determined by your local customs office and are payable by you as a customer. Rapunzel of Sweden has no control over these charges and as they vary from country to country we cannot predict their exact amount. We recommend that you contact your local customs office for more information before placing your order.  

Exceptions:

For orders to the United Kingdom, Rapunzel of Sweden covers all customs costs, import duties and taxes in accordance with current regulations since 1 January 2021. This means that you as a customer do not have to pay any additional fees upon delivery. Please note, however, that this does not apply to returns - any customs fees and costs for returns are handled by the customer.

Of course you can! You always have a 30-day return period, which starts from the date you receive your order.  

However, as hair is a hygiene product, it must not be tried on for a return. Our products have a seal at the attachment of the hair that must not be broken if you want to return.  

Remember:  

• The seal (e.g. gold or coloured ribbon) must not be broken or removed.  

• The product must be in its original condition - this means that it must be untested, odourless, and packed in its original packaging with all its parts.  

• Extensions must not be tested on your own hair for health and hygiene reasons, to ensure that the product can be resold in its original condition.  

Tip! Always look at your hair in different lights before breaking the seal to make sure the colour suits you. Unfortunately, once the seal is broken, we cannot accept a return.  

Read more about our Return Policy

For orders placed before April 27, 2025:

To register your return and get your return note, you need to go to our returns portal. There you enter your order number and your email address.  

For orders placed after April 27, 2025:

To register your return and get your return note, you need to go to our returns portal. There you enter your order number and your email address.  

Can't find your order number?

Check our FAQ under ‘My Order’ to see where to find it.

Once your return is registered, you will receive an email with the return note. Pack the products in suitable packaging - remember that you are responsible for ensuring that the package is properly protected during transport.  

Then hand in the parcel to your nearest DHL agent and ask for a delivery receipt. Keep the receipt until your return is processed.  

We always recommend that you use our returns service to ensure a smooth and secure return. You will receive the return slip and clear instructions directly by email.

Would you still like to use your own return label? No problem – but you are responsible for making sure the parcel is sent using a trackable shipping method and to the correct address. Remember to keep both the tracking number and the receipt for your return.

The cost of returns varies depending on the country you are returning from. When you register your return in our portal, you will always see the cost of your particular return.

At the moment we do not offer exchanges. If you want a different product, we recommend that you make a return and place a new order - simple and easy!

No, we do not currently handle returns of online orders in-store.

Do you want to make a return? Register your return easily in our returns portal.

Our Hair Extensions Remover contains flammable substances and therefore cannot be returned with our return shipping label, as it is classified as dangerous goods.  

If you wish to return this product, please contact us at [email protected] and we will assist you with instructions.  

Once we receive your return, it can take up to 7 days for us to process it. As soon as it is processed, you will receive an email with information about your refund.  

Please also bear in mind that it may take a few days for the return parcel to reach us.  

If your return parcel has been lost in the post, or if your return hasn't been processed within 7 days of it arriving with us, please contact us at [email protected]. In order for us to help you as quickly as possible, please include your order number and a picture of your return receipt.   

Have you registered your return via our returns portal? Then your return is traceable, giving you extra peace of mind. We can also help with troubleshooting and claims, so you'll always be reimbursed for your returned products. That's one of the benefits of using the portal - you'll receive a return note and can easily track your return.  

If your return does not fulfil our return conditions, the product(s) will be sent back to you. Our customer service will always contact you by email first to inform you why the return has not been authorised.   

Remember to collect the parcel in time to avoid it being returned to us and possibly discarded. We will not register a refund for an unauthorised return.

Unfortunately, not all DHL Service Points can accept returns with a QR code. If you cannot find a service point near you that can scan your QR code, we recommend that you download, print and attach the return waybill to the parcel yourself before handing it in.  

You can easily find your nearest DHL Service Point.

As our extensions are hygiene products, they cannot be tried on your own hair in case you need to return them.  

Tip! Always look at your hair in different lights (e.g. daylight and indoor lighting) before breaking the seal to make sure the colour suits you.  

If the seal is broken, we unfortunately cannot accept a return.  

Hair Extensions themselves won't damage your hair - but like anything else, it's all about how you use them. Most damage occurs when loose hair is not used properly. If you follow our step-by-step guide to application, care and removal, you can enjoy your hair extensions without damaging your own hair.  

However, if you experience discomfort when wearing your extensions, you should always take them out. They should feel comfortable and natural - never pull or tear.  

If a product is sold out on the website, you can monitor it by clicking on ‘Notify Me’ on the product page and entering your email address. An email will be sent to you when the product is available again.  

You can also contact customer service for a date when the product is expected to be back in stock. Don't forget to include product, colour and length for fastest assistance.

We offer different qualities of our extensions, so it is important to choose the right one to match your needs.  

Ultra Tape Extensions (Human Virgin Remy Hair) - Lasts up to 18 months with proper hair care. Our most exclusive and long-lasting option.  

Premium Tape Extensions (Human Remy Hair) - Lasts up to 6 months with proper hair care. A perfect choice for those who want high quality and good durability at a more favourable price.  

Occasion Tape Extensions (Human Hair) - Lasts up to 5 weeks, perfect for occasional changes like a party, wedding or a luxury weekend.

Classic/Seamless, what's the difference?  

In addition to different qualities, you can also choose between different attachments for our Tape Extensions.   

Classic - Has a thin and flexible attachment that blends in nicely with the hair.  

Seamless - Has an even more discreet attachment with a thin layer of hair over the attachment, making them almost invisible in the hair. Recommended especially in the upper part of the hair and at the hairline (temples, sides and neck) for an extra natural look.  

The choice between Classic and Seamless is mainly a matter of personal preference and the look you want to achieve!  

To keep your extensions looking beautiful and fresh for as long as possible, it's important to look after them properly. Here are our top care tips - both general and specific tips for baths, saunas, sunlight and sunscreen products.  

General care tips

Washing & moisturising

• Always use shampoos, conditioners and wraps adapted for extensions - products without sulphates and alcohol are preferable.  

• Wash your hair gently and avoid rubbing or pulling the extensions.  

• Apply conditioner and wraps to the lengths, avoiding the brackets to prevent them from coming loose.  

Drying

• Gently squeeze out excess water with a towel - avoid rubbing.  

• If you have permanently inserted loose hair, always blow-dry the attachments on a low heat after washing to ensure they dry properly and maintain their durability.  

• When blow-drying, keep the hair dryer on low heat and direct the airflow downwards to minimise frizz and wear.  

Styling 

• Always use heat protection before styling your hair with heat tools.   

• Limit the use of flat irons and curling irons to prolong the life of your hair.  

• Avoid using styling products containing alcohol, as it can dry out the hair.  

Sleeping routines

• Always brush your hair before bedtime.  

• Sleep with your hair braided or in a loose bun with a soft twist to avoid tangles.  

• Sleep on a silk eiderdown - this reduces friction and wear.  

Baths & saunas

Chlorine & salt water  

• Extensions should not be exposed to chlorine or salt water, as this can dry out the hair and affect its quality.  

• If you plan to go swimming, wear a swimming cap or put your hair up to minimise contact with the water.  

Sauna

High heat and humidity over a long period of time can negatively affect the attachments.  

• Tape extensions: Avoid saunas, as the heat can cause the tape to come off.  

• Keratin extensions (Nail Hair): Braid your hair before the sauna and moisturise it with a wrap afterwards.  

Sunlight & sunscreen products

Sunlight  

• Prolonged exposure to strong sun can bleach and dry out hair.  

• Protect your hair by wearing a hat or scarf for longer stays in the sun.  

Sunscreen products

Sunscreen can cause discolouration on both your natural hair and your extensions.  

To avoid this, try to keep your hair away from your skin when applying sunscreen.  

If contact occurs, wash your hair thoroughly to remove any residue.  

Want to know more about how to care for your extensions? Read our full hair care guide here.  

How often you need to restyle your hair depends on the type of extensions you have and how fast your natural hair grows. Here are our recommendations:  

• Tape Extensions: Depending on your hair growth and care, you should rewrap them every 6-8 weeks.  

• Keratin Extensions: Last for about 2-4 months before they need to be removed and possibly repositioned.  

• Weft: Should be moved up every 4-6 weeks to avoid the attachments becoming visible.  

We do not recommend colouring, bleaching or tinting your extensions. Our hair extensions are already colour treated and further chemical treatment can make the hair drier, more brittle and affect durability.  

Any colour treatments are therefore done entirely at your own risk. It is important to note that claims are only valid if you follow our care instructions.

Yes, you can! You can style your hair extensions just like your own hair. Always use heat protection and keep the temperature at max 180°C for real hair and max 150°C for our Vegan Hair (synthetic fibre) to avoid damage.  

Rapunzel of Sweden's real hair is carefully selected and quality tested to make you feel safe when you buy from us. Therefore, we offer long durability on all our extensions made of real hair. We have three different hair qualities with varying lifespans:  

• Human Hair (temporary extensions such as Occasion Tape and Clip-ins) has an effective lifespan of approximately one month with daily use but can be used longer depending on frequency.  

• Remy Human Hair (permanent extensions such as Premium Tape, Premium Weft and Premium Keratin) has a life expectancy of up to 6 months.  

• Virgin Remy Human Hair (Ultra Tape) has a life expectancy of up to 18 months.  

In order for your Rapunzel of Sweden hair to last as long as we state, we recommend that you use Rapunzel of Sweden's own hair care products and follow our care instructions.   

Since we work with 100% real hair, the colour can become lighter and warmer over time, just like your own hair. It may therefore sometimes be necessary to top up with pigment. By following our hair care guide, you can maximise durability and enjoy your dream hair for longer.  

Rapunzel hair extensions are produced in carefully selected facilities in China. We work closely with our partners to ensure high quality and ethical practices throughout the production process and that all processing methods meet our quality and safety standards. We strive for our suppliers to have a production that combines craftsmanship, responsibility and transparency to create beautiful hair extensions you can trust. Read more about our sustainability work here: Sustainability

We believe that the pursuit of beauty should never come at the expense of ethics or the environment. We genuinely believe that Corporate Social Responsibility (CSR) is an important part of our journey. That's why we have established a clear Code of Conduct. Read more here: CSR

Under the Consumer Sales Act, you have the right to complain about defects in our products for up to three years from the date of purchase. The right to complain applies to original defects and does not cover normal wear and tear or damage caused by improper use or lack of care.  

Production defects often show up early, usually within 4-6 weeks on our Remy hair. Therefore, we recommend that you contact us as soon as you notice a problem so that we can help you quickly.  

Complaints about the actual insertion of extensions only apply when the treatment has been performed at one of our concept salons in Stockholm, Malmö, Gothenburg or Helsinki. The hair product itself can be claimed regardless of where the deposit has been made.  

You can find all information about our salons here: Stores & Salons

To register your claim, go to our returns portal

You will need to enter the information below:  

• Your order number  

• The email address used to place the order.  

• Pictures of the defect.  

Can't find your order number? You can find it on your order confirmation and it starts with ‘CO’.  

Once your claim is registered, you will receive an email with further information.  

The right of complaint only applies to production defects and does not cover normal wear and tear caused by use. Wear and tear caused by heat styling, improper care or other use that does not follow our recommended care instructions cannot therefore be claimed under the right of complaint.   

To keep your hair looking beautiful for as long as possible, we recommend that you always follow our care and styling tips.  

Here you can find our salons and their contact details. Our skilled hairdressers will be happy to help you with everything from colour selection to setting and styling!

Yes, you can! Our salons have a selected range of hair extensions and accessories that you can buy directly on site. Want to be sure that a specific product is in stock? Contact the salon before your visit.  

You can find contact details for all our salons here: Stores & Salons

No, online purchases are returned and claimed via our returns portal and unfortunately cannot be returned in store.  

You can find the returns portal here: Returns

We offer free consultations to help you find the right one! Everything from method, right colour and length.  

If you want your consultation online, send an email to [email protected] with pictures of your hair and a description of what you are looking for. For the best recommendation, take pictures from behind in neutral daylight with your hair down.  

Would you like a personalised consultation in a salon instead? Book an appointment in one of our salons, you do this by booking an appointment online, calling or emailing the salon you want to go to. Here you will find contact information for all Rapunzel Salons