Lace Xclusive Frequently Asked Questions

Below is a list of FAQs. Please review in its entirety. Should you have any additional questions or if you are unable to find the answers to your specific questions please contact us at (866) 491-2720 or customerservice@lacexclusive.com



Virgin Hair Info

A. Lace Xclusive carries 100% Virgin Indian, Brazilian, Malaysian, Mongolian, European, Burmese and Peruvian Remy Hair Extensions, Lace Closures, Silk Closures, Lace Frontals and Lace Wigs.

A. Virgin hair is hair that has NO chemical processing or altering. It is 100% natural human hair cut from the head of a single or multiple human donors, washed in an antiseptic shampoo and. It is full cuticle hair that has been collected from the heads of women directly, in a method in which all hair strands are facing the same direction (i.e. holding the hair in a ponytail and cutting), top at top, and ends at ends, to maintain the natural texture pattern. This eliminates the tangling problems which is common in low quality non-Remy hair.

A. Although the beauty store hair may be Remy hair (cuticles aligned) it is still processed which is why once it’s washed etc., it changes texture and durability. Virgin Remy hair is hair that has NO chemical processing or altering that has been cut from the head of a single or multiple human donors, washed in an antiseptic shampoo and wefted. Virgin Remy hair is full cuticle hair that has been collected from the heads of women directly, in a method in which all hair strands are facing the same direction (i.e. holding the hair in a ponytail and cutting), top at top, and ends at ends, to maintain the natural texture pattern and eliminates the tangling problems which is common in low quality non-Remy hair.

A. Lace Xclusive normally stocks hair ranging in lengths from 12” to 30”. Our Brazilian hair which is the most popular hair comes in lengths 10”-40”. Longer lengths of Brazilian hair is available if requested.

Hair Extensions

A. Lace Xclusive normally stocks hair ranging in lengths from 12” to 30”. Our Brazilian hair which is the most popular hair comes in lengths 10”-40”. Longer lengths of Brazilian hair is available if requested.

A. Because all of our hair extensions are 100% virgin unprocessed hair, the hair only comes in natural hair colors which is always more brown than black. All of our hair is able to be dyed to meet your personal preference. However, we recommend you use a licensed cosmetologist that is experienced in color to color your extensions to avoid irreparable damage.

A. Yes you can! Because this is 100% virgin human hair which is not processed in any way, it can be colored. Please be aware that dyeing the hair may decrease the curl/wave pattern due to hair no longer being attached to hair follicle for natural nourishment. Lace Xclusive is not responsible for any damage due to coloring/overprocessing. Lace Xclusive recommends you use a licensed cosmetologist that is experienced in color to color your extensions to avoid irreparable damage.

Yes you can! The hair is 100% virgin unprocessed hair so you can process it any way you like. Please remember, once virgin hair is treated in any way, it is no longer virgin.

A hair weft is hair used for weaving. It is also referred to as extensions. Some call it a “track”. For hair installations, it’s usually sewn or glued in the head.

One bundle is usually equivalent to about 3.5 ounces (100grams).

Two bundles of lengths 10”-16” are normally sufficient for a full install. For lengths 18” and above, we recommend purchasing three bundles for a full natural look.

Yes, the wefts are able to be cut but please be reminded that cutting wefts will increase the chance of shedding. If you are going to cut/split wefts please seal your wefts to minimize shedding.

All hair SHEDS, even your REAL hair. Lace Xclusive recommends protecting your investment by sealing your wefts. We recommend purchasing Dritz Fray Fabric Check which can be found in the fabric section at Walmart. All hair SHEDS, even your REAL hair. Lace Xclusive recommends protecting your investment by sealing your wefts. We recommend purchasing Dritz Fray Fabric Check which can be found in the fabric section at Walmart.

The hair length is based on the hair straightened out. The texture will shorten the length. If you have any questions or concerns regarding the length, please do not install the hair or remove the label.

Because this is virgin hair, it must be dyed and/or cut, and styled to meet your preference.

Because this is virgin hair, the hair only comes in natural hair color. Each bundle is from a different donor and everyone's hair is unique. It's not uncommon for the bundles to vary in color. When customers purchase more than one bundle we try to match them together as close as possible.

Please be reminded that virgin hair is raw unprocessed hair taken directly from live human donors and gray hairs and or dry/split ends are not uncommon when dealing with real hair. Some choose to cut them outright and some choose to deep condition them to bring them back to life. Unfortunately, we can't guarantee that all of the bundles will look and feel the same as all bundles are from different donors and how everyone cares for their hair is different.

Please be reminded that virgin hair is raw unprocessed hair taken directly from live human donors and gray hairs and or dry/split ends are not uncommon when dealing with real hair. Because the hair is taken from real live donors, it is not unusual for a donor to be much older and have some gray hair. Some customers pluck them and some choose to dye the hair. This is completely normal.

Because the cuticles are intact and the hair is double drawn, you should experience little t no shedding or tangling. Please be aware that during normal brushing and/or combing you may lose a few hair strands which is normal. You shouldn't have a noticeable or drastic decrease in hair density or volume especially if you seal your wefts.

A. If you are experiencing shedding we recommend the wefts be sealed. Use dritz fray fabric check to seal your wefts. It can be found in the fabric section of Walmart. Also the hair must be constantly moisturized in order to prevent tangling and shedding. Every donor's hair is different so certain products may not work as well in certain hair. If the hair is not properly moisturized and receive enough essential nutrients, the hair will shed and tangle. Some donors do not require much maintenance, nutrients etc for the hair to behave correctly. You should also avoid using any products with any amount of alcohol in them. The hair needs to be conditioned with a detangling conditioner such as cream of nature detangling conditioning shampoo. Leave the conditioner on for an hour or longer if you have the time and rinse with warm water. The longer the hair is, the more difficult it is to manage. The hair is very similar to natural hair and the same time, energy, and patience needs to be spent to maintain it so that it does not excessively shed and become tangled.

A. All bundles are premeasured and weighed prior to being packaged. Because the hair is measured by weight, all bundles are not the same length weft-wise. If the weft has more hair (i.e volume-wise and/or density-wise) in it and is fuller the bundle will weigh more due to more hair on it, thus the weft will be shorter. The longer weft has much less hair on it than the shorter weft which is why the weft is longer because the hair is not as full and dense as the shorter one and the weight of the bundle is mainly from the weft verses the hair.

A. Virgin hair is hair that has NO chemical processing or altering. It is 100% natural human hair cut from the head of a single or multiple human donors, washed in an antiseptic shampoo and. It is full cuticle hair that has been collected from the heads of women directly, in a method in which all hair strands are facing the same direction (i.e. holding the hair in a ponytail and cutting), top at top, and ends at ends, to maintain the natural texture pattern. This eliminates the tangling problems which is common in low quality non-Remy hair.

A. As the length of the hair increases, the bundle size decreases. Therefore, a 22" will be nowhere near the size of a 14" or 16" bundle of hair. For longer lengths, more bundles are required to complete an install.

A. Yes we do have access to 50" virgin Brazilian natural wave bundles. They are $260 per bundle. Due to the scarcity of long hair donors, we currently have a waiting list and is notifying customers as the bundles become available. Please email lacexclusive@yahoo.com to be added to the waiting list.

A. Unless you are purchasing one of our TRIPLE THREAT or QUADRUPLE QUARRY bundle packages that include 3 and 4 different bundles, the price listed is for one bundle. If you would like to purchase more than one bundle, please update the quantity in your shopping cart.

Curly Hair

A. Tight Curly virgin hair is very difficult to maintain. While many believe it is a "wash & go" hair, it requires more care, love, and maintenance to achieve the desired look. For detailed care instructions please review our Curly Hair Maintenance Sheet

A. Because all virgin hair is measured by weight, curly hair wefts are slightly smaller than straight hair wefts because the hair coils are much thicker than individual hair strands. Although curly bundles may appear thin to the naked eye, once those coils are pulled apart the hair in the bundle is extremely thick.

A. Please be reminded that virgin hair is raw unprocessed hair taken directly from live human donors. Because the hair is curly hair, the curl patterns will be similar but not exact matches as it would with processed hair which are manufactured to look and feel the exact same. All of the hair from the same region but each individual bundle may be slightly different because they are from different individuals. Please follow the care instructions included in the packaging and wash and condition the hair. Once the hair is dried and installed, you will see that the hair is of the same origin and will blend together effortlessly.

A. Curly hair is the most difficult hair to manage and maintain. Which is why detailed caring instructions are sent for that particular hair. Because the hair is curly hair, the hair must be constantly moisturized in order to prevent tangling and shedding. If the hair is not properly moisturized hair will tangle because of its curly nature. Wefts also need to be sealed with curly hair to prevent shedding and tangling. You should also avoid using any products with any amount of alcohol in them as alcohol tends to dry the hair out. Wefts also need to be sealed with curly hair to prevent shedding and tangling. Also, the longer the hair is, the more difficult it is to manage. The hair is very similar to natural hair and the same time, energy, and patience needs to be spent to maintain it so that it does not excessively shed and become tangled.

A. The hair length is based on the hair stretched/straightened out. The texture will shorten the length. Curly hair will always appear to be a few inches shorter than straight hair because the true length is only shown once the hair is straightened. If you have any questions or concerns regarding the length, please do not install the hair or remove the label.

Hair Care

A. As with your natural hair, avoid using heavy oil and chemicals as it will weigh the hair down. Never sleep on wet hair as it will cause hair to become matted and tangled. You can also refer to our hair care instruction card for more tips.

A. You can use whatever you use to nourish and care for your natural hair. We recommend using quality products to bring about quality results. We recommend Pantene for Relaxed Women of Color intensive moisturizing shampoo and conditioner. Most people state that the ORGANIX line of products are good for any virgin hair. DO NOT USE any of the Organix Shampoos and Conditioners as they tend to remove the natural nutrients and shine and also dries the hair out. As of Spring 2015, Lace Xclusive will offer their own extensive hair care line for the hair extensions as well as your natural hair.

A. Upon receiving your hair, you should wash and condition it prior to installing. Normal maintenance entails washing and conditioning every two weeks.

A. Virgin hair can last for a long time, usually years if properly cared for.

A. Due to the raw unprocessed nature of virgin hair, the hair will initially have a smell that is different from most processed beauty store brands. The smell comes from an antibacterial shampoo that the supplier washes the hair in to ensure the hair is free of disease, lice, etc. Strong fragrant conditioners such as coconut conditioner, Lace Xclusive Chocolate Soufflé Deep Conditioner, and other fragrant conditioners are suggested to remove the smell. Soak your hair in the conditioner for several hours upon receiving. Please be assured the smell will completely go away after a few washes.

A. Sealing your weft isn't mandatory but we do recommend sealing wefts to reduce any shedding you may experience, especially curly hair. Sealing your wefts will also be beneficial if you plan on using your hair more than once.

A. Tight Curly virgin hair is very difficult to maintain. While many believe it is a "wash & go" hair, it requires more care, love, and maintenance to achieve the desired look. For detailed care instructions please review our Curly Hair Maintenance Sheet

Closures, Frontals & Wigs

A. Full lace wigs are fully constructed with lace throughout the entire wig. The full lace wig is highly regarded for its lace around the perimeter of the wig that creates a realistic hairline and the ability to part or section the hair anywhere on the unit. The lace perimeter in the back makes it possible to wear your unit in a high ponytail. Lace front wigs only have lace in the front which creates a natural looking hairline with tracks in the back. Lace Xclusive only sells full lace wigs and not lace front wigs.

A. Swiss lace is the most fragile and the most undetectable. You must be extremely careful with Swiss lace because it tears easily. French lace is more durable than Swiss lace and is best for newcomers. All of our products are made with French lace.

A. Baby hair is a few shorter strands of hair added around the edges of closures, frontals and wigs to help the hairline appear more natural.

A. Bleached knots allow for a lighter more natural look to the lace products. Bleached knots allow for the whole lace wig will look more natural because it allows for the hair strand to appear to be growing out of the scalp when bleached to match your skintone.

A. Although most of Lace Xclusive’s lace closures come with a middle part, they can be parted anywhere.

A. A lace frontal is similar to a lace closure as it is the finishing touch to any installation. Lace frontals stretch from ear to ear and measures 13” X 3” and gives a natural appearing hairline.

A. Yes, the lace frontals can be parted anywhere.

A. Unfortunately, neither the lace closures nor the lace frontals come with bleached knots. We have tutorials on the videos section of our website showing how to complete this process.

A. Silk closures are constructed on a light nude flesh tone layer of silk that does not require bleaching.

A. A freestyle part on a lace wig means that the unit can be styled in any direction with just a hairbrush. Freestyle allows the wig to be parted anywhere.

A. Lace closures are constructed on a lace base that can take some work to conceal. The knots need to be bleach in order to have a more natural appearance. The silk base closures looks more like natural scalp because it is constructed on a light flesh color silk and knots need not be bleached.

A. Because the closures are hand sewn, they must be treated a little more delicately than the hair wefts. Please keep in mind that the hair on closures no longer have the cuticles intact so the closures are unable to receive the proper nutrients they need which mean the hair must be constantly moisturized in order to prevent tangling and shedding. More importantly If the hair is curly and is not properly moisturized hair will tangle and excessive tangling causes matting, shedding, and balding. Also, the hair should be lightly brushed or combed when properly moisturized. You should also avoid using any products with any amount of alcohol in them as alcohol tends to dry the hair out

A. Short hairs only appear if the hair is parted a different way. Most customers tweeze or pluck the short hairs so that the part lays more naturally. Please keep in mind that shorter length closures may experience shorter hairs because the hair is so short and hair is trained with a middle part and is not unordinary.

A. Unfortunately we do not provide refunds or exchanges on closures that experience balding over time as this tends to happen sometime depending on the care of the item. Upon receiving your item, please expect your closure or frontal carefully! To inspect the durability when first receiving, apply as much pressure and tension as you would to your natural hair. If there isn’t any excessive shedding, then the closure is in good condition. If you have issues regarding the quality, please do not install and contact us immediately.

Payment

A. Currently we accept cash only for in-store purchases. Absolutely no checks, credit and debit are accepted for in-store purchases. Debit and Credit cards and eChecks are only accepted online through our website.

A. Once an order is placed, we are obligated by our Merchant Account Manager to ship and provide a signature confirmation number. In order for us to allow you to pickup, we would have to cancel the order and refund the transaction and you would pay cash in person to pickup. Refunds usually takes about 3-5 business days to appear back in your account.

A. Yes we are located in New Orleans and you are able to purchase directly from us without it being shipped by submitting payment in cash.

A. Because Lace Xclusive is not set up to accept debit/credit cards onsite, all online payments must be conducted through PayPal or our Credit Card processor which requires all orders to have a signature confirmation thus we are obligated to ship all orders placed online.

A. No, you are not required to set up a PayPal account, you will just follow the onscreen instructions, enter your card information and submit payment.

A. Yes, Lace Xclusive does accept PayPal credit in which PayPal pays for your items in full and you repay PayPal back in monthly installments. You must choose the PayPal checkout option to take advantage of this feature.

A. An eCheck is basically an electronic check that follows the same rules and guidelines as a paper check but is just processed online instead of submitting an actual check. Unless credit and debit cards which are processed immediate, a check usually takes several days for the bank to determine whether or not it is valid. Usually when payment is sent via eCheck, your order may be delayed 2-5 business days while we wait for payment clearance and verification from PayPal. Under no circumstances will an order be shipped until the payment has cleared.

Shipping

A. An unconfirmed shipping address is when your shipping address does not match your billing address or when you type in your address incorrectly.

A. Lace Xclusive will not ship to unconfirmed shipping addresses. Usually you can confirm your shipping address by having the items shipped to the billing address of the card being used. If you are using the PayPal checkout option and are having the items shipped to the billing address of the card being used and are still experiencing issues, please contact PayPal to confirm your shipping address. You do not need a PayPal account to contact PayPal and confirm your shipping address. If your address is unconfirmed your payment will not be accepted. PayPal 1-888-221-1161

A. Because payment was sent via eCheck, your order may be delayed 2-5 business days while we wait for payment clearance and verification from PayPal. Under no circumstances will an order be shipped until the payment has cleared.

A. Within the United States, all items are shipped via USPS first-class mail which usually takes 2-4 business days provided there aren't any shipping delays by the carrier.

A. Unfortunately, Lace Xclusive does not offer overnight or express shipping. Shipping takes 2-4 business days.

A. For all items that are in stock, please allow 2-7 business days for order processing and 2-4 business days for shipping.

A. It is not uncommon for an order to say “processing” for a few days. Order processing normally takes 2-7 business days.

A. For any shipping related issue, please contact the United States Postal Service at (800) ASK-USPS and provide them with your tracking number.

A. Because of ongoing budget cuts and policy changes with the United States Post Service, we cannot guarantee the exact time of delivery. However, we can give you an idea of when the package will arrive based on the estimated delivery date specified by the tracking number on the postage receipt. We encourage you to place orders far enough in advance to allow plenty of time for shipping in the event of an unexpected postal delay. We are not responsible for items that arrive after the estimated delivery date.

Out of Stock Orders

A. Under rare circumstances insufficient inventory makes it impossible to complete an order. If this happens, items purchased will be back ordered and shipped once inventory levels have been corrected. Backordered items are usually restocked within a 2 to 3 day period. If you are unable to wait until inventory has been restored, you do have the option to cancel your order for a full refund. Unless you are notified that the item is out of stock, your order will ship accordingly.

Unconfirmed Shipping Address & Pending Authorization Holds

A. We are sorry you are experiencing difficulties. Normally when a buyer is experiencing difficulties it's because the name and/or shipping information on their credit/debit card does not match the buyer's information for the Lace Xclusive account they set up on our website. Due to security reasons, for the transaction to go through, all of the information for your Lace Xclusive account and the billing information for your credit card must match or the transaction won't go through. If all of your information matches and you are using the PayPal checkout option and still having troubles, please contact PayPal. 1-888-221-1161 between the hours listed below and they would be able to tell you what the problem is. 4:00 AM to 10:00 PM Pacific Time Monday through Friday 6:00 AM to 8:00 PM Pacific Time Saturday and Sunday Please note that hours of operation may vary on holidays

A. An unconfirmed shipping address is when your shipping address does not match your billing address or when you type in your address incorrectly.

A. Lace Xclusive will not ship to unconfirmed shipping addresses. Usually you can confirm your shipping address by having the items shipped to the billing address of the card being used. If you are using the PayPal checkout option and are having the items shipped to the billing address of the card being used and are still experiencing issues, please contact PayPal to confirm your shipping address. You do not need a PayPal account to contact PayPal and confirm your shipping address. If your address is unconfirmed your payment will not be accepted. PayPal 1-888-221-1161

A. Unfortunately, due to security reason Lace Xclusive only ships to the billing address of the card being used.

A. Usually when a buyer ignore our billing address policy, when they attempt to initiate the transaction, our system will decline the transaction and If the funds are available, the buyer's card issuing bank will authorize the transaction and reserve the funds, which means a hold on the authorized funds will remain on the customer's card until the card issuing bank removes the authorization. As a result, the held funds may be subtracted from the customer's available balance, and an online statement may show the authorization request, which might be mistaken for an actual charge. If the buyer does not contact their card issuer and request for the transaction to be voided out totally and the funds be put back into their account immediately, it can take 7-10 business days for the funds to be restored back to your account.

A. A pending authorization hold means that when you attempted to make an order via the Lace Xclusive website, Lace Xclusive's fraud department declined the transaction although your card issuer authorized the transaction. Which means that the funds are now pending in your account to be removed by Lace Xclusive. However, since the transaction was declined by Lace Xclusive's fraud department, Lace Xclusive will NOT be removing the funds from your account and the transaction is not valid. If the buyer does not contact their card issuer and request for the transaction to be voided out totally and the funds be put back into their account immediately, it can take 7-10 business days for the funds to be restored back to your account.

A. Usually a pending authorization hold can be removed by simply contacting the toll free number on the back of the card being used and letting them know that the merchant (Lace Xclusive) declined your transaction because it did not pass our fraud verification and that you need the transaction totally voided out and refunded to your account because the company will not be accepting the funds. Most card issuers will return the funds immediately (Please note that Wells Fargo bank will usually require the buyer to wait the 7-10 business days before returning the funds to your account)

A. If the buyer does not contact their card issuer and request for the transaction to be voided out totally and the funds be put back into their account immediately, it usually takes 7-10 business days for the funds to be restored back to your account automatically.

A. If the card issuer does not want to restore the funds back to your account immediately, it usually takes 7-10 business days for the funds to be restored back to your account automatically. Some card issuers may be stubborn and require you to wait this long period of time.

A. Usually when an authorization hold is placed on your account it's because our Fraud department discovered an address or ZIP code mismatch with the address on file with the card issuing bank. Lace Xclusive can usually tell you whether the address discrepancy is on the address, zipcode, or both.

Returns & Exchanges

A. For exchanges/returns to be feasible, the item(s) must be returned in its original packaging, and is subject to inspection to verify that it is new or unused and has not been used or tampered with prior to processing of any refund. If the hair is deemed to be used or tampered with the items will be sent back to the buyer and the buyer will be charged a $9.99 shipping fee.

A. Returns are welcomed if items are unopened and returned in their original selling condition within 3 business days. All tags and packaging must be intact and not tampered with and the Lace Xclusive Label should not be tampered with or removed. THE HAIR CAN NOT BE EXCHANGED AFTER IT HAS BEEN WASHED OR USED IN ANYWAY! The coils on the Curly hair must be intact. Under no circumstances should the coils be pulled apart, finger combed or brushed. If the coil pattern is broken on the curly hair a return/exchange will not be feasible. Hair must be returned in the same form the hair was given. Shipping charges will not be refunded and we are not responsible for shipping charges for returns/exchanges.

A.No, unfortunately if the lace has been cut or removed the item is now “used” and cannot be returned or exchanged.

A. Unfortunately we do not provide refunds or exchanges on closures that experience balding over time as this tends to happen sometime depending on the care of the item. Upon receiving your item, please expect your closure or frnntal carefully! To inspect the durability when first receiving, apply as much pressure and tension as you would to your natural hair. If there isn’t any excessive shedding, then the closure/frontal is in good condition. If you have issues regarding the quality, please do not install and contact us immediately.

A. Lace Xclusive does not refund shipping charges. Only the item cost plus any applicable sales tax will be refunded.

A. Once we receive the hair and initiate the refund, It normally takes 2-4 business days to credit the funds back to your card/bank account. Please contact your card issuer in regards to the exact day your refund can be expected.

A. If your item meets the qualification of a return, please fill out the Merchandise Return Form and mail it and the items back to us.

A. If your item meets the qualification of an exchange, please fill out the Merchandise Return Form and mail it and the items back to us.

Wholesale, Resale & Distribution

A. As of March 15, 2012, due to an increase in raw materials, Lace Xclusive is no longer able to offer wholesale pricing. We will however be launching a distributor program in Summer 2015 in which qualified individuals will be allowed to retail Lace Xclusive products in their salons, stores, boutiques etc.

A. Lace Xclusive is a private label brand. To protect its intellectual property rights, suspected resale of our merchandise for personal or business profit or use is strictly prohibited. Any orders found to have characteristics of reselling will be cancelled. We reserve the right to cancel all subsequent orders from such customers. Once our distributor program is established, only certain qualified individuals will be allowed to retail Lace Xclusive products in their salons, stores, boutiques etc. with our explicit permission.

Samples

A. Unfortunately we don't send samples, but you are welcome to purchase one bundle to test quality. You can also Google us or look us up on YouTube to checkout some customer reviews to get an in-depth look at our products.

Discounts

A. We are always looking to expand our customer base. All customers who submit a YouTube review on our hair will receive a discount on their next purchase. Contact us via email for more details.

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