Frequently Asked Questions
1. How long does shipping take?
2. How do I track my package?
3. What is the double drawn range?
4. My order products aren't the right colour and I haven't opened the man part of the package, how do I return/exchange?
5. Where do you ship from?
6. My payment won't go through?
7. How do I know which colour to choose?
8. My colour is on back order, can I still purchase it?
9. How long does my hair have to be to wear Asteriahair?
10. Can my Asteria Hair be dyed?
11. Can I use styling tools on my Asteriahair?
12. Can I wash my Asteriahair products?
13. How often do I wash my Asteriahair?
14. How long do Asteriahair extensions typically last?
15. My Asteriahair are shedding! What do I do?
16. What does it mean when an item is on Back-Order?
1.How long does shipping take?
USA: 3-5 working days
Canada: 3-5 working days
International: 3-7 working days (may be longer for slow-to-ship countries)
2. How do I track my package?
You will be emailed a shipment confirmation email along with a tracking number to track the shipment of your package. In some circumstances, this tracking number is not a step by step tracking rather a delivery confirmation.
3. What is the double drawn range?
Our double drawn range means thick and voluptuous hair from top to bottom. This is in contrast to the natural ends like our own hair has, which may be thinner towards the bottom.
4. My Asteriahair Products aren't the right colour and I haven't opened the main part of the package, how do I return/exchange?
If you would like to send them back for an exchange or refund, you may do that as long as the security seal has not been broken and they have not been opened or worn, please contact us prior to sending your Asteria Hair Products back for full details & address information. Please write on the outside of the package with a marker "RETURN - NO DUTIES" so they don't get held up in customs. Please also include your order number inside the package. Please do not use UPS as they can charge very high rates on this side of the border. Feel free to use USPS regular shipping. We recommend sending it back with a tracking number as we cannot be held liable for lost or unknown whereabouts of returns or exchanges. *Note: You may only return or exchange any Asteria Hair Products Professional Styling Tools if the item was purchased at full price. If a promotion or discount code was used, we are not able to offer a return or exchange.*
5. Where do you ship from?
Our shipping facility is currently located in Xuchang, China.
6. My payment won't go through?
Try using a different browser, this tends to be the solution. If you are still experiencing issues, feel free to contact us at server@asteriahair.com
7. How do I know which colour to choose?
If you are unsure on which colour will match you, feel free to send us an email to server@asteriahair.com of your hair taken outside in natural light and we would love to colour match you.
8. My colour is on back order, can I still purchase it?
Yes, you certainly can! Placing an order will reserve a set for you so once we are back in stock, we will send you your Asteria Hair Products right away!
9. How long does my hair have to be to wear Asteriahair Products?
We recommend 6 inches minimum, but if you think you can make it work then you are more then welcome to try it out
10. Can my Asteriahair Products be dyed?
Our extensions are 100% human hair that have gone through its own dyeing process, and although they were constructed to accept color, we do suggest getting a professional opinion by an experienced colorist. Dyeing may lead to shortening the lifespan of your Asteriahair Products and possibly cause damage if not done correctly. We also recommend not lightening or using any bleaching agents. We do not recommend dying our Balayage or Ombre sets as they have been processed multiple times. Due to the processing they have gone through they do not take to dying well. Please keep in mind, that if chosen to dye Asteriahair, it is up to the customers discretion and done at your own risk. One of our fashionistas and fabulous YouTube beauty guru has a video on dying them, showing you how simple it is, which can be watched here: http://www.youtube.com/
11. Can I use styling tools on my Asteria?
Yes you can! We always recommend using a heat protectant spray and on a side note some ladies wash them first to take off the vitamin enriched coating.
12. Can I wash my Asteriahair Products?
Absolutely, try staying away from shampoos with sulphate in them and use hydrating conditioners! Leave-in conditioners and heat protectants will prolong your Asteria life span.
13. How often do I wash my Asteria Hair Products?
ONLY wash your Asteriahair extensions when they look like they absolutely need it! As they are not attached to your scalp, they don't receive the natural oils as our own hair does! So there is no need to wash them as often as you wash your own hair.
14.How long do Asteriahair Hair extensions typically last?
The lifespan of Asteria is anywhere from 3 - 6 months, depending on their usage and how they are cared for and maintained.
15. My Asteriahair are shedding, what do I do?
Some shedding is normal within the first couple wears, just like your own hair! But if you feel your Asteriahair are shedding excessively, please feel free to contact us.
16. What does it mean when an item is on Back-Order?
Popular items may sell out quickly and temporarily be on back order. This means that the items are currently out of stock but that there are shipments on their way to re-stock our warehouses. Ordering an item that is currently on back order is a worry-free way to ensure that you will be first in line for the new inventory and that the item which you ordered will be sent out to you as soon as we receive it! *The backordered items in any order will automatically ship out as soon as we receives the items. *You will be notified via a shipment confirmation email (and a tracking number) once your back *ordered items have shipped. You will not need to contact customer support, or do anything to *follow up on the back ordered item We will take care of it for you from here on out! *We will do our best to estimate when back ordered items are expected to ship, and post this.
