Frequently Asked Questions
See below for answers to some of our most frequently asked questions. If you need additional information, please contact us here, or through our popup chat!
Hair/Products
What type of hair am I purchasing?
Hair in the Mirror provides only pure human hair, with no synthetic hair or filler fibers included. All hair provided by Hair in the Mirror is carefully and ethically sourced from single donors in countries located in Southeast Asia (SEA). Our raw hair textures have not been altered in any way. Raw hair comes in its natural state and is only washed, treated and wefted after being cut from the donor. No dye or chemical processing is applied. All of our hair has cuticles aligned in the same direction, ensuring there is no tangling and minimal shedding, with proper care.
Raw hair has a medium/natural luster and consists of thicker strands, giving it more texture and ability to blend flawlessly with most hair types. The colors of the hair can range from natural brown to natural black. Keep in mind that longer bundles will have looser curl patterns. Due to the raw nature of the hair, there may be very slight variations in color and curl pattern from bundle to bundle. Although the differences are very slight, we will carefully select your bundles during packaging to provide the closest match possible. With proper care, our raw hair can last a lifetime.
Our virgin wigs are 100% human hair. The cuticles are aligned to prevent excess tangling and shedding. Our virgin hair is steam processed to achieve uniform patterns throughout the hair. These wigs are not chemically treated in any way, allowing them to still be of premium quality.
What is the best way to care for my hair?
Raw hair behaves like real hair, because that’s exactly what it is. However, since the hair is no longer attached to the scalp, it cannot access moisture as your own hair can. Therefore, it is very important that you provide the hair with the moisture it needs and keep it free of product build up with regular washes and conditioning/deep conditioning. Specific hair care information can be found here.
How much hair do I need?
The amount of hair needed depends on the look and style you wish to achieve. The following amounts are suggestions for the MINIMUM amount of hair you should use based on length. These are just suggestions and can vary based on head size and whether or not you chose to use a closure or frontal as well. Feel free to add more bundles if you wish to achieve more volume. Keep in mind that the longer the length of the hair, the shorter the weft will be.
12" - 16": 2 or more bundles
18" - 22": 3 or more bundles
24" - 28": 4 or more bundles
What is the difference between HD and transparent lace?
HD lace is thinner than transparent lace, making it easier to blend with your skin and hairline. This also makes it more fragile than transparent lace. Be gentle when handling your lace.
Transparent lace is slightly thicker than our HD lace. This makes it more durable and longer lasting. Transparent lace is clear in color and will require use of lace tint or make up to match the lace to your skin tone for a perfect blend.
Both lace types can be used on all skin tones.
Can my hair be dyed and straightened?
All of our hair can be dyed and straightened. However, treat this hair like your own. Excessive heat application can eventually alter the curl pattern of your hair, as with continuous/frequent bleaching. Only apply heat to clean, dry hair and be sure to use a heat protectant. Curly/wavy hair will revert to natural pattern with regular washing.
For best results, hair should be bleached prior to applying color. We recommend that you do not use a developer stronger than 30 Vol. Seek professional services when applying bleach/color to ensure the best result and maintain the quality of your hair.
More detailed hair care information can be found here.
How do I find my correct wig size?
For assistance selecting the best wig size for yourself, view our wig measurement guidelines.
Orders/Payments
How can I order?
We are currently online only, and all orders must be placed and paid for through our website.
Do you offer payment plans?
We currently offer payment plans through Shop Pay, which is powered by Affirm. Depending on your eligibility, pay in 4 biweekly payment plans, as well as extended monthly payment plans are available. Your options will be displayed at checkout.
Can I cancel my order?
Once you place an order, it cannot be cancelled. Please review your order to make sure everything is correct before you checkout.
Why was my order rejected?
All orders are monitored for fraudulent activity. If your order is rejected, it was most likely flagged as a potentially fraudulent purchase. Reasons can include entering a billing address that does not match the address on file with the bank/credit card company or entering a CVV that does not match the code associated with the card.
If your order is flagged/rejected, you will be contacted for additional information to verify the order. If you do not provide the requested information, your order and payment will not be processed.
Shipping/Tracking
What is your shipping policy?
Our full shipping policy can be found here.
How long does it take to receive my order?
All orders are subject to a processing time before shipping. Processing times are listed in product descriptions. Once shipped, domestic orders should arrive in 1-3 business days, while international orders may take up to 10 business days. Please refer to our full shipping policy for more information.
How can I track my order?
Once your order has shipped, you will receive an email with your USPS tracking number. You can also track your order here.
Do you allow pick ups?
We are currently online only. All orders must be placed and paid for through our website and shipped to our customers.
Do you ship internationally?
Yes, international shipping is available. Please note, we are not responsible for any customs fees or import taxes that may be applied by your country.
Is my order protected once it ships?
We have added Shipped Shield Package Assurance to our website to give customers the option to protect their packages once they ship. This is an optional service, and our customers are fully responsible for adding and purchasing this protection for their order at the time of purchase. Hair in the Mirror will not add or purchase this service for you. If you remove the coverage from your cart at checkout, your package will not be insured. Any claims regarding lost, stolen, misdelivered, or damaged packages must be filed through the Shipped Shield portal.
Shipped Shield Package Assurance can only be used by customers who add the protection at the time of their purchase from Hair in the Mirror. In the case that your package is lost, stolen, misdelivered, or damaged and you have not purchased shipping insurance through Shipped Shield, you must contact USPS and follow their protocols to file a claim. Hair in the Mirror is not responsible for any claims concerning lost, stolen, misdelivered, or damaged packages.
What is Shipped Shield Package Assurance?
We have partnered with Shipped Shield to offer premium package assurance from unexpected shipment issues of damage, loss, or theft, simplifying the process to get a replacement or refund quickly.
How does it work?
Step 1: Add Shipped Shield to your order at time of checkout and get instant premium package assurance from damage, loss, or theft when at least one of the items in the order is shipped.
Step 2: If something goes wrong with your protected order, easily report the issue via our Shield Portal. You will need your order number and zip code. Access the portal using the link below.
Hair in the Mirror Shield Portal
Step 3: Shipped reviews the shipment issue, and upon approval, a replacement order will be issued. If a replacement is not available, a refund will be issued back to the original payment account.
For more information, please visit the Shipped Shield Assurance guarantee, or contact them at service@shippedapp.co.
Note: This is an optional service, and our customers are fully responsible for adding and purchasing this protection for their order at the time of purchase. Hair in the Mirror will not add or purchase this service for you. If you remove the coverage from your cart at checkout, your package will not be insured. Any claims regarding lost, stolen, misdelivered, or damaged packages must be filed through the Shipped Shield portal. Shipped Shield Package Assurance can only be used by customers who add the protection at the time of their purchase from Hair in the Mirror.
My order was lost, stolen, misdelivered, or damaged. What should I do?
Once your order has been shipped, we are no longer responsible for it. Any claims regarding lost, stolen, misdelivered, or damaged packages must be filed through Shipped Shield or USPS. Hair in the Mirror is not responsible for any claims concerning lost, stolen, misdelivered, or damaged packages. No refunds or replacements for lost, stolen, misdelivered, or damaged packages will be issued by Hair in the Mirror.
Use the provided tracking number to keep up with the location of your package. If you will not be home on the expected date of arrival, contact USPS to have the package held at a local office.
Note: Claims can only be filed through Shipped Shield by customers who purchased the shipping protection at the time of their purchase from Hair in the Mirror. If you did not purchase the protection, you must contact USPS and follow their instructions for filing a claim.
Returns/Exchanges
What is your return policy?
We aim to provide an amazing hair experience with every order. If you ever have any problems, please contact us so we can do our best to assist you.
Due to the nature of our products, all sales are final.
Please refer to our full return policy.
Can I exchange my item for something else?
Generally, exchanges are not allowed. Please review your order and make sure everything is correct before completing your purchase.
In the event that we send the wrong item, an exchange will be granted as long as the items meet the criteria for an exchange. Please refer to the exchanges section of our refund policy.
What should I do if an item is missing, or I receive the wrong item?
In the event that we forget an item or send an incorrect item, please contact us within 72 hours of your delivery date.
Wrong items may be exchanged, as long as they meet the criteria, and missing items will be shipped at our expense.
Please refer to the Exchanges and Missing Items sections of our return policy.
If you have any other questions, feel free to email us at support@hairinthemirror.com or visit the Contact Us page.