Frequently Asked Questions
ORDERING
How long does it take to dispatch my order?
All orders are dispatched within 1-3 business days of purchase. Once your order has been dispatched you will receive a confirmation email with your tracking information.
Do you ship internationally?
We currently ship within the UK only. International shipping will be available in the future. Follow us on Instagram to stay updated.
How long will delivery take?
Once dispatched, standard delivery takes 3-5 business days. Express delivery takes 1–2 business days.
How much does shipping cost?
Standard delivery is £4.99. Express delivery is £6.99. We offer free shipping on all orders over £150.
PRODUCTS
What is the difference between raw hair and virgin hair?
Raw hair is usually collected from a single donor and is completely unprocessed. No colouring, no chemical treatment, no alterations of any kind. Virgin hair is processed and can come from multiple donors. Both are cuticle-aligned and high quality. Raw hair is our premium tier and typically lasts longer due to its single donor origin.
Where is your hair sourced from?
Our raw hair is sourced directly from healthy donors in Myanmar. Our virgin hair is sourced from healthy donors in Vietnam. Both are carefully selected to meet the Fravella Hair standard.
How long does the hair last?
With proper care, our raw hair can last 2–3 years or longer. Virgin hair typically lasts 1–2 years. Longevity depends on how well the hair is maintained.
How many bundles do I need?
This depends on the length and the look you want:
• 16”–18” → 2 bundles for natural fullness
• 20”–24” → 3 bundles for natural fullness
• 26”–30” → 3–4 bundles for natural fullness
Can the hair be coloured or heat styled?
Yes. Our raw and virgin hair can be coloured, bleached, and heat styled. We always recommend doing a strand test first and using a professional for bleaching to preserve the hair’s longevity.
What sizes do your closures and frontals come in?
Our closures are available in 4x4, 5x5, 6x6 and 7x7. Our frontals are available in 13x4 and 13x6. Please check individual product listings for available textures and sizes.
PAYMENTS
What payment methods do you accept?
We accept all major debit and credit cards. Apple Pay and Google Pay are also available at checkout for a faster one-tap payment experience.
Is it safe to pay on your website?
Yes. All payments are processed securely through Shopify Payments. Your card details are never stored on our site.
RETURNS
What is your returns policy?
Due to the nature of our products and for hygiene reasons, we only accept returns on items that are unused and in their original condition.
To be eligible for a return:
• The hair must not have been worn, cut, installed, washed, coloured, or altered in any way
• The original packaging must be intact
• Any security tags or seals must remain unbroken
Returns must be requested within 48 hours of delivery. Any item that does not meet these conditions will not be eligible for return.
How do I request a return?
Contact us via Instagram DM within 48 hours of receiving your order. Please include your order number and the reason for your return.
Once your return request has been approved, the item must be sent back within 5 days. Returns received outside of this timeframe may not be accepted.
When will I receive my refund?
Once your return has been received and inspected, you will be notified of the outcome. If approved, your refund will be processed to your original payment method. Please allow 5–10 business days for the refund to appear.
STILL HAVE A QUESTION?
We’re always happy to help. DM us on Instagram or use the chat button on the website and we’ll get back to you as quickly as possible.
