Rapunzel Premium comes principally from Northern China, and Rapunzel Original comes principally from China and neighbouring Asian countries.
What is the difference between Rapunzel Premium and Rapunzel Original?
Lasts up to 6 months with the right hair care
Often originally brown hair that has been gently bleached to lighter shades and dyed
Recommended quality if you are looking for a permanent hair extension which lasts a long time
Lasts 1-2 months with the right hair care
Often originally dark hair that has been bleached and dyed
Recommended quality for temporary hair extensions or short-term permanent hair extensions
You can find more information about our qualities here.
Which method suits me best?
We recommend different methods depending on how thick or thin your own hair is. Please contact ourcustomer service or have a look at ourtutorials to find out what fits you best.
Which colour should I choose?
If you are uncertain which colour to order,then you can first buy or borrow our colour ring.
You can even send a photo of your hair to email@example.com so that we can give you some colour advice.
How long does my hair need to be to have extensions?
We recommend that you have at least 10 cms of healthy hair to create a natural-looking extension of your own hair.
How much hair do I need?
It depends on your hair type, the results you want to achieve and the method you choose. Please have a look at the respective method's product page for our suggestions.
How long do hair extensions last?
This depends on what quality you choose and how you take care of them. Rapunzel Premium lasts for up to 6 months and Rapunzel Original for up to 1-2 months with the right hair care. Just as your own hair, extensions can also be trimmed. Tape hair has to be reinstalled after 6-8 weeks so that the attachments do not grow out too much.
How do I remove my hair?
Extension removal varies depending upon which method you used to attach them. Please have a look at the respective tutorial to find out how to remove the hair and which supplies are needed.
Do hair extensions wear out my own hair?
All extensions can cause a little wear and tear, but it's minimal if you insert and remove them correctly, and take care of them according to ourcare instructions.
TAKING CARE OF YOUR HAIR EXTENSIONS
How do I take care of my extensions?
We advise to use Rapunzel's hair care products that are specially developed for hair extensions. Your extensions require some extra care in order to stay in good condition and with Rapunzel's hair care products you can make sure that the hair lasts as long as possible.
Yes, it is possible to style our straight real hair extensions with hair straighteners or curling irons. But please remember to always use heat protection and less than 180 degrees Celcius! You should not use heating tools on our curly extensions or synthetic hair extensions.
Can I colour/bleach/tone my hair extensions?
We do not recommend that you colour your extensions as they are already dyed and treated and we cannot guarantee that you get the desired result after further treatments. If you decide to colour your hair then it happens at your own risk and guarantees are no longer valid. Hair colouring refers to colour bombs, tinting, toning, colour-depositing masks, henna, silver shampoo, bleaching, dying and similar treatments.
It is not possible to colour synthetic hair as it is made of synthetic fibres and colour treatments are too powerful for this type of material.
Can my hair be permed?
No, the liquids used for perming hair are far too strong for extensions and we advise you not to perm them. If you choose to do so, then it is at your own risk and the guarantees are no longer valid.
Can I swim in pools with chlorine, salt water or take a sauna?
The hair should not be exposed to salt water or chlorine pools. If you want to swim/bathe we generally recommend to use a swimming cap. We cannot recommend taking a sauna with tape extensions. If you take a sauna with Nail Hair installed,then plait your hair before and moisturize your hair with a hair treatment when washing your hair afterwards.
Can sunlight harm my extensions?
It can, so be sure to use a UV protection spray before sunbathing. Avoid contact with sunscreen and similar products as they may discolour the hair extensions.
My hair extensions keep falling out. Why and what should I do now?
The most common reason for extensions falling out is an improper installation. Other factors might be unsuitable hair care products, hair colour treatments or sauna baths.
If you had your extensions put in at a salon then we recommend that you contact them first. If you attached the extensions yourself or with a friend then we recommend that you get in touch with our customer service so that we can help you.
PAYMENT, DELIVERY & RETURNS
Which payment methods do you provide?
We offer credit/debid card payment and PayPal as payment methods.
Where do I enter my discount code?
Please enter your discount code during the checkout. After you clicked on "Do you have a discount code?", you can enter your discount code and confirm it by clicking on the arrow next to it. Please check the coupon's terms and conditions in case it is not accepted.
I did not receive an order confirmation yet. Why?
It can take up to 30 minutes for your order confirmation to arrive. Please check also your promotions and spam tabs in your email account. If you did not receive an order confirmation after a while and your email address was stated correctly, please contact our customer service so that they can help you.
Can I cancel or change my order? Can I change my address or email address?
It is possible to cancel your order as long as our warehouse has not started processing it. Please call us or chat with us during the customer service's opening hours, which you find here to see if it is possible to cancel your order.
Unfortunately, we are not able to change your order. Please call us or chat with us to see if we are able to cancel the order instead so that you can place a new order.
Unfortunately, we are not able to change your address or email address.
How long are the delivery times and which delivery methods do you offer?
The delivery times depend upon which country and which postage method we use, see below:
Delivery to the United Kingdom:
Standard delivery is 3-5 working days.
Delivery within the EU:
Standard delivery: 4-8 working days.
UPS Express - 1-2 working days. Countries covered: Austria, Denmark, Finland, France, Germany, Italy, the Netherlands, Poland, Spain and Switzerland.
Delivery to countries other than those listed above is 1-4 working days (UPS).
I have ordered a product that is out of stock, when can I expect my delivery?
We provide an estimated restock date on our webpage and will send your order as soon as all products are in stock. If you would like to know if there is a more specific date, please contact our customer service.
Unfortunately, we do not offer part deliveries, so that your order will be sent as soon as all products are in stock.
Where is my parcel?
We will send you a delivery confirmation including a tracking number as soon as your order has left our warehouse. Please update the tracking number regularly to see where the parcel is. Please keep in mind that it can take up to 48 hours for the tracking number to be activated. You can read more about our delivery times here.
My parcel is delayed, what shall I do?
If the number of delivery days that westate on the website has passed but you have not received your order yet, the shipping company might be experiencing a delay. We kindly ask you to wait for three more working days and to keep an eye on the tracking number. If you did not receive your parcel after waiting for three additional working days, we kindly ask you to contact the customer service.
I received the wrong product/I did not receive all products I ordered. What shall I do?
If you received an incorrect item, please return it to us and place a new order. Once we receive the item, we will issue a refund and reimburse you for the return shipping costs.
If you received the wrong number of items, we ask you to kindly contact customer service as soon as possible in order to resolve the problem.
I received a damaged package. What shall I do?
Please take pictures of the damage and keep all the packaging. Please send the photos to firstname.lastname@example.org so that our customer service can help you further.
How do I return, exchange, or claim a product?
Please find more information about how to return or claim a product here. We do not offer exchanges, but you are very welcome to return and place a new order.