FAQs

Please Choose Your Question Type:  

• 

  Question Before Purchase

  • About products

    

    1. Can I ask for small/large cap?

       

       Our Stock Size is Medium which is 22.5 inches, and we have the combs and elastic band or adjustable straps inside.We have received your request, and you would like to use the small/large cap for your wig, is that right? Kindly Reminder:1. Small Size is 21.5 inches, Large Size is 23.5 inches, you should know your own size and make a suitable decision. 2. If you change to those special sizes, it may take a bit long time to arrive in South Africa. Would you like to wait? 3. It will be charged extra money for making the special size for you. Could you accept the above tips for your order? If you want to ask for the small/big cap, please contact our human customer service before make the payment.

       Still have problem? Helpful(24)

    2. Is your hair 100% human hair? What is the grade? Where are they from?

       

       We are selling nice virgin hair, which is natural and nice. It is 100% human hair, and top virgin hair,we are from a global wig brand, currently at the top3 in USA

       Still have problem? Helpful(12)

    3. What is the difference between the 360 wig and the full lace wig?

       

       Both the 360 wig and the full lace wig are the whole wig. 360 wig uses pre-plucked 360 frontal with bundles to sew in a whole wig. The lace is around from the forehead to the back of the head, but does not include the middle head. You can see a little track when you put upward the hair, which doesn't affect usage. When we install the hair, we will put down the hair, the tracks will be invisible. It can be put in a bun and ponytail, that's why it is called breathable and pre-plucked. The full lace wig has full lace all around the head. The tracks can't be seen, and also it can be put in a bun and ponytail.

       Still have problem? Helpful(8)

    4. What is the difference between the 360 wig and the 360 frontal?

       

       The 360 wig uses pre-plucked 360 frontal with bundles to sew in a whole wig, which we can say that 360 wig is a whole wig and 360 frontal is a half wig. If you have the 360 frontal, maybe you can buy some bundles to install in a whole wig. We believe it will be full and beautiful by asking the local hairstylist to help you. About the bundles, maybe you can get more details at this link: https://za.luvmehair.com/collections/bundle

       Still have problem? Helpful(8)

    5. Is your wig/hair getting tangled or shedding?

       

       It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.

       Still have problem? Helpful(13)

    6. Can I go swimming with a wig?

       

       Yes, you can go for a swim with the wig. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

       Still have problem? Helpful(6)

    7. Does your wig come in bleached?

       

       Most of our wigs already bleached under the condition that the hair would not shed. If you need more bleaching, you can do it by yourself or ask a hairstylist to help you. But the hair can't be deeply bleached because it is a high risk of breaking the lace.

       Still have problem? Helpful(6)

    8. Can your hair be dyed? Can you dyed for me?

       

       Our hair is nice virgin hair , which can be dyed or bleached, if you need us to dye for you, please send us a picture of the hair color you want to our email, so we can check if it can be dyed, at the same time ,you could also dye it by yourself or your stylist if possible, but we don't suggest dye to light color, because it will be easy to damage hair.

       Still have problem? Helpful(12)

    9. Can your wig use without glue? Can I make ponytail or bun?

       

       You can try to use it with glue or without glue, but using glue will be more natural looking. Some sisters don`t use glue because their hair is secured with a custom strap and comb in the back and got2b glued spray. So it's very secure and doesn`t move at all. And you can also choose got2b glue gel (black bottle) to install it. As for the ponytail or bun, 360 lace wig is definitely yes, you can make it.

       Still have problem? Helpful(5)

  • About shipment

    

    1. How long will my hair be shipped after I place an order?

       

       Ship to South Africa,usually will take 3-5 working days,but if the wig is out of stock, needs to take 2-3 weeks,if u want us ship to other countries, you can get more details at this link: https://za.luvmehair.com/pages/shipping-guide

       Still have problem? Helpful(5)

    2. Which express do you use? How long can I receive the parcel?

       

       We use PostNet or Paxi to South Africa, ship to other countrise, will use Aramex, DHL, FedEx, UPS, Royal Mail or USPS,for the shipping time,you can get more details at this link:: https://za.luvmehair.com/pages/shipping-guide

       Still have problem? Helpful(7)

    3. Do I need to pay the shipping fee?

       

       We are providing free shipping to South Africa if order wigs, if you are in other countries, you can get more details at this link: :https://za.luvmehair.com/pages/shipping-guide

       Still have problem? Helpful(4)

    4. Do I need to pay the customs duty?

       

       The customs duty is determined by the custom of your country. And it is uncertain to know how much about it. But ship to South Africa, we will deal with the customs duty.

       Still have problem? Helpful(8)

    5. Can I receive the parcel on Saturday or Sunday?

       

       We do not ship on weekends,If the parcel has been arrived your city,you can go to the local sites to receive it.

       Still have problem? Helpful(6)

    6. I am in a remote area, can you ship it?

       

       Generally, we can ship to most of the countries and regions worldwide, but individual places may be charged remote fees. If the zip code in the area can not be found on the express delivery system, we will not be able to ship it.

       Still have problem? Helpful(5)

    7. Can I use Po.box as the shipping address? Or billing address?

       

       We don't accept PO.box(including FPO or APO) and post office as the shipping address, because ship to South Africa, we accept the near PostNet address or Pep address, and ship to other countries, we accept physical address as shipping address.

       Still have problem? Helpful(7)

  • About payment

    

    1. When I pay via PayPal, do I have to have a PayPal account? Can I use credit cards?

       

       PayPal account is not necessary.You can choose the "Pay with Credit Card".

       Still have problem? Helpful(5)

    2. Which payment methods can I use?

       

       We accept the payment methods as Paypal, Credit Card and Debit Card. It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. If you have any payment problems, please contact with us: zavipservice@luvmehair.com.

       Still have problem? Helpful(4)

    3. Why is my card declined?

       

       Payment decline means your bank rejects your payment application or finds something wrong with your card or card info.You can contact your bank,show them you are the owner of the card, and get the payment through. If you still have problems, please send an email to us : zavipservice@luvmehair.com.

       Still have problem? Helpful(9)

    4. If I pay on your website, is my information safe?

       

       We are sure that our website is legal , which has been certified by the card organization. So please don`t worry about that. Your payment information is kept by your bank or card organization, but not saved by us. We only use your shipping info for delivery. Your information is safe and we will keep your information confidential. If you have any problems, please feel free to contact us：zavipservice@luvmehair.com.

       Still have problem? Helpful(8)

    5. Can you send me an invoice?

       

       Yes, we can send you the invoice if you need, just feel free to contact us via Email or Facebook online.

       Still have problem? Helpful(16)

    6. How do I use my coupon code?

       

       The purchasing process on our website is: Add to Cart > Checkout > Confirm > Payment. When you are in the process of Checkout or Confirm, you can apply the coupon code.

       Still have problem? Helpful(8)

    7. How can I confirm the prices on the website？

       

       The price on the website differs according to length, lace and other factors. The website will automatically shows the lowest price in a link. Click the link to choose length and see the actual price.

       Still have problem? Helpful(8)

  • About us (Luvme Hair South Africa)

    

    1. Can I be your brand ambassador?

       

       It would be better if you have active social skills and outstanding shooting skills. If you meet our requirements, please send an email to businessza@luvmehair.com

       Still have problem? Helpful(8)

    2. Why change the new brand?

       

       As we aim to expand our brand globally, we are proud to announce our partnership with LuvmeHair, the third largest wig company in the USA. This collaboration will accelerate our efforts in becoming a global brand while continuing to provide you with high-quality hair, excellent services, and a pleasant shopping experience. Thank you for choosing us as your wig provider and we hope you enjoy your experience with us.

       Still have problem? Helpful(8)

    3. Why you change the name？

       

       We have changed our name to Luvme Hair South Africa as we have been acquired by Luvme Hair, a top 3 wig company in North America, and we are keeping our focus on the South African market.

       Still have problem? Helpful(8)

    4. Is it still the same products & quality?

       

       Yes, we will continue to offer the same high-quality products at the same prices. Additionally, we are committed to making upgrades and improvements to provide even more high-quality products for our customers to enjoy.

       Still have problem? Helpful(8)

    5. Are you located in South Africa now?

       

       No, we do not have any physical stores in South Africa at the moment. However, we do have an online store that ships to Africa. We continue to offer free shipping to South Africa for wig orders, and the shipping time is usually 3-5 working days.

       Still have problem? Helpful(8)

    6. Why do you continue to use old packaging for shipping even after switching to a new brand?

       

       For the next three months, we will be randomly using new and old packaging for shipping, so please don't worry.

       Still have problem? Helpful(8)

  • About return policy--you can check the RETURN POLICY PAGE

    

    1. If I don't like it, can I return it? Can I get the full amount?

       

       If the returning is due to the buyer's responsibilities(such as:don't like/don't want, order wrong product/size, etc.), we will take off $20 from your refund as loss of freight and handling fee. (because of the shipping fee we paid at the beginning).

       Still have problem? Helpful(7)

    2. Can I have a return label if I return it?

       

       We don't provide return label. If you need to return, please contact us via email at first, then we will provide the return information. Please note that unauthorized returns will not be accepted.

       Still have problem? Helpful(6)

    3. If I return the parcel, do I need to pay the returned shipping fee?

       

       Customers may need to pay the return cost.Please keep the hair in its original condition for inspection.The refund will be rejected if the hair is used, washed, or have its lace cut, etc. We may also deduct the refund for short of gift(s). If the returning is due to the buyer's responsibilities(such as:don't like/don't want, order wrong product/size, etc.), we will take off $20 from your refund as loss of freight and handling fee. (because of the shipping fee we paid at the beginning).

       Still have problem? Helpful(6)

    4. How long can I get a refund if I return it?

       

       Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the refund will automatically be returned to your credit card or original method of payments within 7-15 days

       Still have problem? Helpful(5)

    5. If I make a wrong order, can I exchange it?

       

       If the parcel has not been shipped, you can send an email to zavipservice@luvmehair.com. We will modify the order for you. Once your parcel is shipped out, you can try to make an exchange after receiving it.

       Still have problem? Helpful(6)
• 

  Question After Purchase

  • Track Order

    

    1. Why can't I get an order confirmation email?

       

       It might be labled as junk mail, pls check on your junk emails. Or might haven't order sucessfully, pls try to contact your bank to confirm, if the transaction is unsuccessful,your payment will be returned to your account within several working day.

       Still have problem? Helpful(15)

    2. Where is my order? Can I have a tracking number?

       

       Generally, we will ship out your order within 24 hours. After the parcel has been shipped, the tracking number will be updated after about 2 working days, we will update the tracking number to your email once get it. You can check the status. If not,you can send us an Email. We will help you.

       Still have problem? Helpful(8)

    3. Why did I purchased two or there items in my order, but only 1pc is displayed in the shipment status?

       

       We ship all 2/3 items of your order in one parcel, so the shipment only displays 1pc. That doesn't mean only 1 item in your parcel.Please don't worry.

       Still have problem? Helpful(6)

    4. When can I receive my order?

       

       Normally, in South Africa, your order can delivery within 3-5 business days, if weekend or holiday or Customized wig，it maybe have days delay.

       Still have problem? Helpful(8)

  • About Change / Cancel Order

    

    1. Can I change or cancel my order?

       

       If you want to cancel or change your order, please send email to zavipservice@luvmehair.com at first. If within 2 hours after ordered, we can do it for you,if over 2hours, we can't make sure that.

       Still have problem? Helpful(11)

    2. Can I change the size, texture or another product after placed order?

       

       If you want to change, please send emails to zavipservice@luvmehair.com.If within 2 hours after ordered, we can do it for you, but if over 2hours, we can't make sure of that.

       Still have problem? Helpful(13)

    3. Can I change the address?

       

       If your order is still not shipped, we can change the address for you. If it is shipped, we couldn't change , but you can contact your local PostNet or PEP after the parcel is delivered and ask them redirect for you . They may charge your redirect additional fees .So if you need to change the address，please contact us first.

       Still have problem? Helpful(8)

    4. Can I add a deep bleached knots service?

       

       Our lace wig is slightly bleach. If you need more bleaching, you can do it by yourself or ask a hairstylist to help you. But the hair It can't be deeply bleached , because it is a high risk to broken the lace.

       Still have problem? Helpful(11)

  • About Hair Usage / Care

      

    1. Can I swim with my wig?

       

       Yes, you can go for a swim with the wig. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for the hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

       Still have problem? Helpful(9)

    2. Can I bleach the knots/dye/do the texture by myself?

       

       1) Our lace wigs are already bleached under the condition that the hair would not shed. If you need more bleaching, you can do it by yourself or ask a hairstylist to help you. But the hair It can't be deeply bleached , because it is a high risk to broken the lace. 2) Our hair is nice virgin hair, which can be dyed. So you can dye it by yourself or your hairstylist. Please don`t dye on the lace to avoid damaging the lace. 3)It is sure to do the texture you like if you want. Also, it may be better that try to ask a hairstylist to help you.

       Still have problem? Helpful(9)

    3. How do I care if my hair is tangled?

       

       It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair’s original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the sea water or pool water is not good for hair, and it will make the hair tangled and rough. It`s better to wash it with warm water, hair shampoo and hair conditioner after swimming.

       Still have problem? Helpful(9)

    4. How to wash my hair?

       

       When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we suggest you not use hair oil everyday. Because hair oil may make your hair strands dry and hard! If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

       Still have problem? Helpful(9)

    5. What glue should I use to install my wig?

       

       Most of customers prefer to use ghost Bond or got2b glue. If you don't know much about hair installation, we recommend that you make an appointment with a professional hairdresser to help you install it.

       Still have problem? Helpful(9)

  • About Hair Problems

    

    1. Why is my hair tangled or shedding?

       

       It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, and twice a week is even better. Brazilian virgin hair needs to be combed from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, which we don't suggest combing it. If you have to, please comb it with hands or a wide-tooth brush gently. Tight-tooth brush will ruin the hair's original shape and make it frizzy and feel like tangled! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping, please bond the hair with an elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest wearing a swimming cap. Because the seawater or pool water is not good for hair, and it will make the hair tangled and rough. It's better to wash it with warm water, hair shampoo and hair conditioner after swimming.

       Still have problem? Helpful(7)

    2. Why is the package I received different from the one in the picture?

       

       Normally the wigs in the pictures or videos that we post on our social media are installed and restyled by our hairstylists, so it would look more gorgeous. But actually it is the same as yours with the same materials. Therefore, you can ask a hairstylist.

       Still have problem? Helpful(7)

    3. Why is the size I received shorter than the expected?

       

       Normally the length showed online is the original length of the hair, but not the length after shaping. And if you believe it is shorter than the actual length, please kindly try to measure it from the top to the tip after pulling it straight. Then you will see its actual length.

       Still have problem? Helpful(7)

    4. Why does my wig/hair smell a little?

       

       It is the smell from the factory, but not the smell of chemicals. For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which is healthy and high-quality and can be used for a long time. So please don`t worry about that, we will try to minimize fragrance as well.

       Still have problem? Helpful(7)

    5. Why do hair ends split or have short hair?

       

       For our wigs, the hair material is collected directly from donors. It is natural hair without any process, so it may have a little split ends/have little short hair inside. We stick to the human hair, so it's normal and it won't affect the usage. You can try to use scissors to cut the hair end a little, and then do some hair care, it will be nice again. This hair is very healthy, high-quality and can be used for a long time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

       Still have problem? Helpful(7)

    6. Why did my style disappear after I washed?

       

       For our wigs, the hair material is collected directly from donors. It is natural hair without any process, which can be used for a long time. Normally when we wash the hair, the style may change a little, because we stick to the human hair. It will be nice again with the shape of flat iron after drying. The hair is nice virgin hair, which can be dyed, bleached, shaped. And it can be used over 2-3 years with good protection. Here are some tips to help wash and care your hair: 1)When you wash the hair, it's better to brush it first and use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with clean water. Hair conditioner is very necessary everytime you wash your hair! We suggest you use high-quality hair conditioner. 2) If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! 3) When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we suggest you not use hair oil everyday. Because hair oil may make your hair strands dry and hard! 4) If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

       Still have problem? Helpful(7)

  • About Return / Refund

    

    1. I made a mistake to placing the wrong order/do not like my hair, can I return it?

       

       Yes, you can, but you need to contact us via email first after you receive the parcel. As you placed the wrong order/you don`t like it,which is a return for personal reasons, so we will remove $20 from your refund as the loss of freight and handling fee if you need refund, please kindly understand that.

       Still have problem? Helpful(11)

    2. Can I have a return label / return info?

       

       We don't provide return label. If you need to return, please contact us via email at first, then we will provide the return information. You can try to use the DHL/ARAMEX/Fedex to return it.

       Still have problem? Helpful(11)

    3. Can I get a full refund?

       

       If the returning is due to our problems (such as incorrect products, quality problem of products), we will provide a full refund for you after confirmation. But you need to contact us about the defective items via email within 2 days. Without any prior report/notification, we will not issue a refund. So if you believe you have received an incorrect item, please kindly contact us within 2 days after receiving your package.

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    4. If I refuse to accept the package, can I get a full refund?

       

       We do not accept the refusal without any reasons. If you refuse to sign the parcel and lead to the return, you will need to pay for the return shipping and the shipping fee we paid the first time. Any expenses incurred during the return of the parcel will also be deducted from your payment. So we suggest that customers contact us within 24hours via email before shipping if they have any problems(such as place the wrong order/ want to cancel /want to exchange), so that we can help you to solve it timely.

       Still have problem? Helpful(11)

    5. How long can I get a refund after returning the parcel ?

       

       Once your return is received and inspected, we will send you messages to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the refund will automatically be returned to your credit card or original method of payments after 7-15 days.

       Still have problem? Helpful(11)

    6. Do I need to pay for the return shipping?

       

       Please note that original shipping fee will be removed from your refund and if the returning is due to the buyer`s problems, the returning shipping costs will be borne by the customers. We do not provide return shipping labels. The return fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.

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  • About Coupon Code / Gift / Package

    

    1. Can I use two coupon codes in one order?

       

       No, one order can only use one coupon code.

       Still have problem? Helpful(6)

    2. Why my parcel was stayed at the customs?

       

       Customs spot checks are random.Once the customs clearance is completed,the package will be deliveried within 2-3days. Please don't worry, if any problems, please contact us.

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    3. Why am I overcharged when I pay my order?

       

       We only charge the amount of your order. As for the extra fee, it may be the handling fee charged by your bank, which is related to the type or area of your card.

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  • About contacting us

    

    1. Why did I send an email, and didn't get your reply?

       

       Sometimes we can not reply in time because of the time difference.Maybe we are off work/weekends at that time. But we will reply immediately after work, so please don`t worry about that.

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    2. Why did I send a DM message to you at IG, and I didn't get a reply?

       

       We have a lot of fans sending DM every day, and we may miss some message, so if there is something urgent or important, please email us. Besides, if you don't follow our IG, we may not see your DM.

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    3. Can I call you?

       

       Yes, you can call us if needed. But email might be the best recommendation. And you'd better write the most urgent question as the email title, and as concise as you can. The i-message/phone is the second option.

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    4. Can I find you on any social media?

       

       Yes,you can! Like and follow us on Instagram,Facebook,and YouTube by Luvmehair South Africa. Check us out for special promotions and updates of products!

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Still Need Help? Contact Us HERE !  

Helpful Hint: The Fast Help Service covers the most common customer questions, and it will help you find a better solution. Generally, we will reply to your email within 12 hours.