Frequently Asked Questions
Getting Started
How to place an order?
Kindly contact us through our email at [email protected], or visit us at https://phoenixvina.com and select any support online staff with your convenient languages for discussion about your order. We are always available and try our best to support you.
Is there a minimum order quantity?
You can buy 2 bundles,a hundred bundles or more. The more you buy,the more discounts you get
How to pay for my order?
Once you have confirmed the price, you can pay for your order by Western Union, Money Gram, transfer (T/T),or Paypal, a +4% extra charge will be applied to your order price if you choose Paypal. Once the payment is completed, we will inform you as soon as possible.
Is there any tax/duty/fee?
Each country has their own policies on import tax and custom fee. Buyers are responsible to pay any applicable duties, taxes and any other fees charged by the local customs authority. As we are unable to advise the amount of what these fees might be, we recommend contacting your country’s customs office or tax agent for respective charges and rates. Or you may give us our instruction how to describe the goods and which value to declare to make it most convenient for you. Generally, customers will require to describe the goods as “synthetic fibre” and put low value per unit price.
How can I know that you ship the products?
We ship the product via express services like UPS, DHL, FEDEX, etc with a trackable shipping option, as that can greatly expedite the process. After sending the products, we will provide you a tracking number and you can visit website of express services to track the delivery of the products.
Enter the provided tracking number to these available links for tracking:
UPS: https://www.ups.com/WebTracking/track?loc=en_us
Where is the product shipped from? What is the cost of shipping?
All our products are shipped from Vietnam .We ship orders using DHL , UPS, EMS, Fedex …. We do offer expedited shipping at the cost of customers’ expense and estimated delivery costs/time vary depending on which kind of service is chosen, weight of package, and delivery destination.
What if “delivered but not delivered” happen?
All of our shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers at numbers above in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.
I noticed that some of the bundles have a slight lighter hair color than other bundles I have ordered previously. I also discovered a few grey hairs present, is this normal?
Absolutely. This is perfectly normal. Please understand that 100% pure Virgin hair is untreated hair. It comes from various donors. Some donors are older than others and vice versa. Each donor will have a different hair curl pattern and hair color ranging anywhere from an off black to a natural brown color, and yes, even a few gray strands here or there. At no time will virgin hair bundles ever look the same because all hair is not donated by the same person. What is always consistent is the raw and natural quality of the hair. The gorgeous texture and gentle blend that it has with your own natural hair.
II. PRODUCT QUESTIONS
How to tell the difference between human hair and synthetic hair?
Human hair has natural protein,it is easy to tell by burning and smelling, human hair will be ash, which will go away after pinching,human brazilian hair will smell foul when burnning,the human hair will show white smoke. While synthetic hair will be a sticky ball after burning and will show black smoke, morever,human hair may have few gray hair and split end,it is normal and not a quality problem.
Will the hair shedding or tangle?
We do not guarantee 100% no tangle, no shedding because like your own hair, the hair can be come tangle due to being dryness, oil & dirty buid-up, salt-water chlorine and not combing properly (wide toodth comb). Therefore, make sure to wash & apply condition for your hair at least once time after 2-3 times using.
How many pieces needed for one head?
For average head size, to achieve a full head, our recommendation is 8?-14?: 2 bundles, 16?-20?: 3 bundles, 22?-28?: 4 bundles or more.
Can they be straightened, curled?
Treat the hair as it is your own hair. Use a flat iron / straightener or hot tools. However, as with your own hair, never use hot tools too often, otherwise the hair could be dry and will not last long.
Can I color the hair?
Yes. You can color the hair. As a general rule, it is easier to darken the hair than to lighten the hair. If you are not professional, improper dying will ruin the hair. Coloring by yourself will take a risk of not achieving the tone / shade you want. We highly recommend having your hairdresser dye the hair for you to get the desired color.
How to take care of the hair?
If you use your hair extensions regularly, you should wash it one time after every 2 times of using, or twice a week. Refer to below for your information about hair care.