FAQs
Q: Do I have to register to place an order?
A: Registering an account is not mandatory for placing an order, but it offers added convenience. While you can proceed without an account, please note that you will need to fill in your name, email address, phone number, billing address, and shipping address every time you place an order.
To enhance your shopping experience, we highly recommend selecting “Create an account” on the “Checkout” page when placing your order. By doing so, you can register an account simultaneously while completing your purchase. This allows you to save your information securely for future orders.
The next time you shop with us, simply log in using your account credentials and select your saved account information during the checkout process. This eliminates the need to manually enter your details repeatedly, making your shopping experience quicker and more efficient.
Creating an account not only saves you time but also provides you with access to order history, tracking information, and exclusive offers. Don’t miss out on these benefits – register an account today and enjoy a seamless shopping experience with us.
Q: Why can't I log in to my account?
A: When you try to log in, the page prompts “Unknown email address. Check again or try your username.” It means that the account you entered does not exist in the system. There are three possible reasons for this.
- You have not registered on our website.
- Maybe the email address you entered is incorrect. Please check carefully to see whether you entered fewer characters or more characters.
- We rebuilt the website at the end of 2022. Since the old system data is incompatible with the new one, we didn’t migrate the data of the old system to the new system. If you are an old customer, please re-register an account. Of course, you can also place an order without registering, but you need to enter your name, address, phone number, and other information each time for an order.
Q: What if I forget my password?
A: Click Here to access the reset password page, enter your email address or username, and then click on the “Reset Password” button. After that, you will receive an email that contains a secure URL. Follow the instructions in the email to reset your password and create a new one for your account.
About Payment
Q: What types of payment do you accept?
A: We offer flexible payment options, including online and offline methods.
1. Paypal
Paypal is a secure and popular method to pay for shopping online.
PayPal supports a variety of payment methods. You can pay with your bank account, Visa, Mastercard, Discover, or American Express card. If you have a PayPal Balance account, you can also pay with your balance.
You can choose “Pay Later” to split your purchase into 4 interest-free, bi-weekly payments or monthly installments almost anywhere PayPal is accepted.
2. Bank transfer, Western Union, MoneyGram
If you want to pay via these methods, please click the “Chat now” popup on the website to contact us. In addition, you can also contact us via WhatsApp or email.
WhatsApp: +8618026322304
Email: sales@onlinehumanhair.com
Q: Why was my Paypal payment declined?
A: We are unable to know the specific reasons. The following content is from Paypal’s official website. For details, please Click Here.
Why was my payment declined?
If your payment is being declined, here are the most common reasons:
- Your payment was declined by your bank or card issuer. To protect your privacy, your card issuer or bank doesn’t tell PayPal why your card was declined. Contact your card issuer or bank for more information.
- Your card details are outdated. Update the expiration date or billing address associated with your credit or debit card.
- Your PayPal account is limited. Resolve a limitation placed on your account.
- You need to go through a security check. To deliver a secure service, we may ask you to confirm your identity. We do this to make sure it’s you using the PayPal account.
- You haven’t confirmed the email address associated with PayPal. Confirm your email address now.
- You haven’t confirmed your bank account. You need to confirm your bank account before you can use it to make payments.
- You may be required to confirm your card. If a “Confirm Card” link appears next to your card details, you’ll need to confirm this debit or credit card before using it with PayPal. This step helps to make sure that the card is valid and belongs to you.
If none of the above apply or if you continue having issues with your payment:
- Change your payment method. You can add a debit or credit card or add a bank account.
- Confirm the recipient’s information. Make sure the recipient has finished registering for PayPal and you have their correct email address or phone number.
Q: When will I receive my refund?
A: Refunds resulting from order cancellation, refund agreements, or mediation will be processed instantly from the Onlinehumanhair account. Please keep in mind that if you made the payment with a credit card, it may take approximately 7-10 business days for the refund to appear on your credit card statement.
About Orders
Q: Why am I unable to place an order?
A: There could be various reasons why you are unable to place an order.
- Before clicking the payment button, please check “I have read and agree to the website terms and conditions▼ *” on the checkout page.
- There may be a technical issue with the website or the payment gateway.
- Ensure you have provided all the necessary information and met any requirements, such as Email address, telephone number, or shipping address.
If you have reviewed these points and are still unable to place your order, please get in touch with us for further assistance.
Q: How can I cancel my order?
A: If you would like to cancel your order, we kindly ask you to contact us at your earliest convenience. It’s important to note that once an order has been shipped, it is no longer possible to cancel it. Additionally, please be aware that customized orders cannot be canceled once they have been scheduled for production. We appreciate your understanding in this matter.
There are 3 ways to contact us.
- Click on “Chat Now” on the website.
- Whatsapp: +8618026322304
- Email: sales@onlinehumanhair.com
Q: How can i track my orders?
A: Once your order has been shipped out, we will send you an email that includes the tracking number. Simply click on the tracking number in the email to be directed to the express company’s website for tracking.
Alternatively, you can log in to your account, go to the order management list, open the order, and click on the tracking number to be directed to the express company’s website for tracking.
Q: How can I apply a coupon code while placing an order?
A: There are two places where you can enter coupon code, the first is under the PayPal payment button on the shopping cart page. If you did not enter the coupon at this step, you can also click “Have a coupon? Click here to enter your code” at the beginning of the checkout page and enter the coupon.
Q: Why are there only a few reviews on the website, and why are most of them anonymous?
A: There are two main reasons why we have very few reviews.
1. We rebuilt our website at the end of 2022, unfortunately, this led to the loss of all previous reviews.
2. Most of our customers are repeat customers. They buy our products for sales and do not like to leave comments on our website. Even if they leave comments, they are usually anonymous to avoid disclosing their information.
Q: Do you provide dropshipping services?
A: Yes, we offer drop shipping service and can send the hair directly to your customer’s address. However, there are requirements for drop shipping orders that you need to follow.
- Make sure to fill in the delivery address with your customer’s receiving address and notify us via the order message that it is a drop shipping order.
- Please inform us immediately after placing the order through chat, email, or WhatsApp, and we will process it accordingly.
- Before cooperating, we hope you understand and recognize the quality of our products. Therefore, if it is your first time placing an order on our website, we recommend you check it yourself and approve the quality before sending it to your customers.
About Shipment
Q: What shipping courier do you use? Can I choose a specific courier by myself?
A: We currently partner with DHL and FedEx for shipping. These two companies are suitable for almost all countries and regions. If you want to specify a shipping carrier, please contact us before placing your order.
For some clients from African countries, the shipping cost of some freight agencies is more cost-effective.
If you are from Zambia, Malawi, Angola, Zimbabwe, or DR Congo, we recommend FYCARGO. We have cooperated with FYCARGO for many years. Its price is reasonable, and it also provide customs clearance services to help you save some costs and troubles.Please visit their website for more detailed information.
Q: How long will it take to receive my package after placing an order?
A: Most our products, such as hair weaves, closures, frontals, custom closure wigs, and custom frontal wigs, will be shipped within 3 days of ordering(In fact, most of them are shipped within 24 hours).
For some specific products, such as tape-in hair extensions, to ensure that the glue is in the best condition, we adopt a freshly made and shipped method, which requires 3~7 days of production time.
Expected delivery time (DHL or FedEx): 3~5 days to North America and Western Europe, 3~7 days to other areas.
Q: Do you ship to PO Box addresses?
A: We are sorry that we are unable to deliver to PO. Box, APO, and FPO address. Please provide us with a physical address when placing your order so we can ship your order promptly.
Q: Do you offer overnight shipping?
A: Sorry, we do not offer overnight shipping. All orders are shipped from China, overnight shipping is unavailable unless your delivery address is in China.