Frequently Asked Questions

Our extensions are 100% raw, single-donor Vietnamese hair — never chemically processed, never blended, never steam-altered to imitate a texture it wasn’t born with. The cuticles remain intact and aligned in their natural direction, which is what allows the hair to move, reflect light, and wear like your own.

We change nothing about the hair. That is precisely the point.

Raw hair is collected from a single donor and washed — nothing more. It is not acid-bathed, silicone-coated, color-stripped, or texture-processed. Most extensions sold as “virgin” have been altered in at least one of those ways.

Raw hair arrives in its true state, which is why it lasts for years rather than months, and why no two bundles are identical.

Yes. Each bundle is collected from one donor rather than assembled from pooled hair of mixed origin. Single-donor collection is why the cuticles run in one direction, why the hair doesn’t mat at the weft, and why the color and texture within a bundle behave consistently.

It’s also the reason bundles differ slightly from one another — a signature of authenticity, not a flaw.

Yes. Our hair is collected in Vietnam from consenting donors who are fairly compensated, through established collection relationships rather than anonymous bulk markets. We know where our hair comes from.

Every collection is then hand-selected for cuticle alignment, strand health, and consistency before it ever becomes a bundle. A meaningful portion of what we are offered does not meet that standard and is declined.

Because it is a fundamentally different product from processed hair, and a scarcer one.

Single-donor collection. One donor produces a limited quantity, and it cannot be extended by blending in hair from other sources.

No chemical processing. Acid baths and silicone coatings exist to make lower-grade hair look and feel like higher-grade hair. Skipping them means the hair has to be excellent to begin with.

Hand selection. Every collection is inspected and graded, and most of the cost difference lives in what we reject.

Lifespan. Processed hair is typically replaced within months. Cared for properly, raw hair is worn for years and reinstalled repeatedly — which makes the cost per wear considerably lower, even though the cost per bundle is higher.

Because each bundle comes from an individual donor. Our hair arrives in natural 1B to brown tones, and slight variation in depth, undertone, or density is expected. Uniformly matched color is a sign of chemical processing.

If you are buying multiple bundles for one install, order them together so they come from the same collection.

Minimal shedding is normal for all hair, including your own, and our wefts are double-stitched to keep it minimal. Excessive shedding is not normal, and it is covered by our Quality Assurance Guarantee.

Tangling in raw hair is almost always a moisture or product issue rather than a hair issue. The three usual causes are heavy oils and product buildup, brushing while dry, and sleeping unprotected. Address those and the hair behaves.

Yes. Our bundles are single-drawn to full-weft density, weighing approximately 3.2–3.5 oz each. Natural hair tapers slightly toward the ends because individual strands vary in length — this is true of every head of hair and is what keeps an install looking real rather than blunt.

What you should never see is a bundle that thins dramatically at the midpoint. If yours does, contact us.

Yes. Raw hair takes color exceptionally well precisely because it hasn’t been chemically stressed already. We strongly recommend a licensed professional for any lift beyond two levels, and a strand test first.

Coloring is done at your discretion — altered hair is not eligible for return or defect claims.

With consistent, intentional care, years — and through multiple reinstalls. Longevity is directly tied to maintenance. Moisture, gentle detangling, and nighttime protection are the three habits that matter most.

Each bundle weighs approximately 3.2–3.5 oz. Add a closure or frontal for a finished part or hairline. For a fuller look than standard, add one bundle.

A closure covers a smaller section at the crown and creates a natural part — ideal if you wear a consistent style. Lower maintenance.

A frontal spans the full hairline ear to ear, letting you part anywhere, pull the hair back, or wear it off the face. More versatile.

The 2x6 is designed for a defined middle or side part. The 5x5 and 6x6 offer larger parting space and more styling flexibility.

The 13x4 HD Lace Frontal is designed to provide full ear-to-ear hairline coverage with up to 4 inches of parting space, making it ideal for natural-looking middle or side parts, off-the-face styling, and versatile everyday looks.

The 13x6 HD Lace Frontal offers a deeper 6-inch parting area for greater styling flexibility, deeper middle or side parts, and a more seamless, scalp-like finish across the front of the install.

HD lace is a finer, more transparent lace that melts into a wider range of skin tones and disappears at the hairline. Our lace pieces are ventilated by hand — single knots near the hairline for a realistic scalp appearance, double knots behind it for durability.

Natural Straight — 1B–1C. Smooth with light natural body.

Luxe Straight — 1A–1B, refined natural straight. Ultra-soft, fine strands with a smooth, lightweight finish.

Natural Straight Sunkissed — 1B–1C. Smooth with light natural body.

Natural Wave — 2A–2B. Soft movement that returns after washing.

Loose Curly — 3A, loose curls. Defined curl with body.

If you are blending with your own hair, match to your natural texture rather than your styled one. Unsure? Email us before you order — we would genuinely rather help you choose correctly than process a return.

Straight textures are measured in their natural state and fall true to length. Wavy and curly textures are measured fully stretched — in their natural pattern they will appear shorter while retaining their true measured length. A variance of up to ±0.5 inches is normal for raw hair.

Yes — and you should. Reinstalling is where raw hair earns back its price. Most clients get multiple installs from the same bundles over several years.

Between installs: remove the hair gently rather than cutting through wefts, wash out all adhesive and buildup, deep condition, air dry completely, then store loosely braided in a satin bag or the original packaging. Never store it damp.

Standard orders are processed within 3–7 business days, Monday through Friday, excluding major U.S. holidays. Orders placed after 2:00 PM EST begin processing the following business day. During sales and peak periods, please allow 7–14 business days.

Delivery windows begin after processing is complete and exclude weekends, holidays, and customs delays.

Add your processing window to your delivery window, then add a buffer. For a U.S. standard order that is realistically 8–14 business days from order to doorstep, and longer during a sale.

For anything time-sensitive, order three to four weeks ahead and select express shipping. Also allow time for your stylist’s appointment.

Yes. You can split your purchase into interest-free installments at checkout, with no impact on your credit to see if you qualify. Your order ships on the same schedule as any other — installments change how you pay, not when you receive it.

Available options are shown on the product page and at checkout.

Cancellation requests must be submitted within 1 hour of placing your order. Email support@martinaluxuryhair.com with your order number in the subject line.

Address corrections are also only possible within that first hour — once an order enters fulfillment it cannot be modified.

Yes. International customers are responsible for all customs duties, tariffs, taxes, and import fees assessed by their country. These are set by your local customs authority and are outside our control. We recommend checking your country’s import regulations for hair products before ordering.

PO Boxes are accepted for USPS shipments only. We do not ship to freight forwarders or unverified mail-forwarding services.

Optional shipping insurance is offered at checkout, and we recommend it for express, international, and high-value orders. A signature may be required on high-value shipments — if you will not be available, arrange a hold at your carrier’s local facility using your tracking number.

A tracking number is emailed to you once your order ships. If you have not received one within 2 business days of your expected processing completion, check your spam folder first, then contact us.

Yes. Every order undergoes a multi-point quality inspection before shipping — verifying texture, length, density, weft construction, and, for lace pieces, knot work and hairline craftsmanship. Nothing leaves us that we would not wear ourselves.

This inspection is what stands behind our Quality Assurance Guarantee.

Every order is backed by it. If your hair arrives with a genuine quality issue — the wrong texture, length, or product; excessive shedding; matting or damage present in sealed packaging; or a missing item — we make it right with a replacement or full store credit, at no cost to you and with no restocking fee.

Contact us within 7 calendar days of delivery, before opening or installing, and we will take it from there.

All sales are final and we do not issue cash refunds. Unopened, factory-sealed products may be requested for store credit within 7 calendar days of confirmed delivery, provided all original packaging, ties, bands, and labels are intact and undamaged. Approved returns are subject to a $35 restocking fee.

Opening your order voids return eligibility.

Extensions are intimate, hygiene-sensitive products. Once a bundle is opened, handled, or installed, it cannot be responsibly resold to another customer. This is an industry-wide practice.

Email support@martinaluxuryhair.com within 7 calendar days of delivery with your order number, your reason, and clear photos of the unopened product showing the intact factory seal and all packaging from every angle.

Wait for written approval and a return authorization number before shipping anything back. Return shipping is at your cost, with tracking, and we recommend insurance on high-value items.

Credit is issued within 5–7 business days of approval and is valid for 12 months from issuance. It is non-transferable, carries no cash value, and is subject to product availability and current pricing at the time of redemption.

Covered: excessive shedding beyond what is expected for raw hair; severe matting or tangling present in factory-sealed packaging; evidence of chemical processing or burning in an unopened product; receiving the wrong texture, length, or product type; missing items from your order.

Normal characteristics of raw hair, not defects: minimal shedding; color variation from website photos due to monitor differences; natural color variation within a bundle; texture and wave pattern variation; length variance up to ±0.5 inches; hair that needs washing and conditioning to look its best; and frizz, dryness, or tangling that appears after installation, washing, or styling.

Many concerns resolve completely with a proper co-wash and deep conditioning treatment. Raw hair is reactive — that is what makes it authentic.

Contact us within 7 calendar days of delivery, before opening, washing, installing, or altering the product. Include your order number and purchase date, a description of the issue, and clear photos or video of the unopened product with all packaging.

Our Quality Control team reviews claims within 3–5 business days. If approved, you choose a replacement or store credit for the full purchase amount, we send a prepaid return label at no cost, no restocking fee applies, and replacements ship within 3–5 business days of receiving your return. If a claim is not validated, we return the product to you at our cost with a written explanation and the supporting evidence.

Yes — we recommend it for every order. A short unboxing video is the single most effective piece of evidence if there is ever a shipping discrepancy or damage claim, and it takes thirty seconds.

If tracking shows delivered but nothing arrived, check around your delivery location and with building staff, then wait 24 hours, as carrier scans sometimes post before physical delivery. If it still has not appeared, file a claim with the carrier using your tracking number and contact us so we can note it on our end.

Inspect each bundle with the zip ties still attached to confirm you are satisfied before installation. Then co-wash and deep condition using a sulfate-free shampoo, a moisturizing conditioner, and lukewarm water. Detangle from the ends upward with a wide-tooth comb, never forcing a knot, and air dry when possible.

Sulfate-free shampoo, a moisturizing conditioner, and a deep conditioning masque. A lightweight serum or glossing polish and a heat protectant for styling, plus a curl cream for textured hair.

Avoid heavy oils and product buildup, which cause tangling, stiffness, and matting. A small amount is all a luxury finish requires.

Yes, our textures style beautifully with heat. Always use a heat protectant, avoid repeated passes over the same section, and let curls cool before touching. As with natural hair, excessive heat over time can gradually loosen a wave or curl pattern.

Yes — and this versatility is one of the real advantages of raw hair. Use a heat protectant, work at a moderate temperature, and pass once per section rather than repeatedly.

To bring the pattern back, wash with lukewarm water, apply conditioner, scrunch upward, and air dry.

Yes. The pattern is the hair’s own, not a chemical or steam treatment, so water reactivates it. Saturate fully with lukewarm water, apply conditioner, scrunch upward with your hands, then air dry or diffuse without touching.

The one thing that dulls a pattern permanently is repeated high heat. Straighten thoughtfully and the texture returns indefinitely.

You can, with preparation. Chlorine and salt water are drying and can dull the hair over time.

Before swimming, saturate the hair with clean water and apply a leave-in conditioner — hair already full of fresh water absorbs far less pool or ocean water. Tie it back or wear a cap. Afterward, rinse immediately, cleanse with a sulfate-free shampoo, and deep condition the same day.

Washing: section into five or six parts, saturate each fully with lukewarm water, apply conditioner generously and detangle with a Denman brush from the ends upward. Let it sit 15–30 minutes. For tighter textures leave a little in; for looser patterns rinse thoroughly. Scrunch with a cotton t-shirt or microfiber towel, then air dry or diffuse to about 60% dry. Avoid touching curls while drying.

Refreshing between washes: mix three parts water to one part conditioner in a spray bottle, mist until damp, detangle gently, add a lightweight curl cream, scrunch upward and air dry. Never brush curly hair aggressively while dry.

Loose braids, twists, a bun, or a high ponytail, wrapped in a satin or silk scarf, on a satin or silk pillowcase. For curly textures, flexi rods overnight add definition and bounce.

Nighttime protection extends the life of your extensions more than almost anything else you can do.

Handle the hairline delicately, avoid pulling around the lace, and always use professional adhesive removal techniques. Short hairs near the lace — called return hairs — are completely normal and a result of hand ventilation. Smooth them with a wax stick or gentle heat from a hot comb.