Frequently Asked Questions ?

 

Which payment methods do you accept?

We accept all major credits cards, Visa, MasterCard, Discover, and American Express.

Do I pay sales tax?
If your order is being shipped to an address in the State of Texas, you will be charged sales tax. Since we are located in Texas, we collect sales tax according to the tax rate based on the shipping address.
How long will my virgin hair extensions last?
Your virgin hair will last several years with proper care.

Are the weft sealed?

No, we highly recommend you seal your wefts to prevent shedding.

What is the difference between virgin hair and Remy hair?
Virgin hair is hair that has never been chemically processed for texture, pattern or color and is generally the best investment you can make. Remy hair is not necessarily VIRGIN hair, since it may be colored or permed. The term refers to the characteristics in the collection of the hair (hair cuticles running in the same direction).
Can I color/dye my virgin hair bundles?
Yes, you can color and/or bleach your virgin hair. Please use caution when altering the color on your own. If you are uncertain of how to dye the hair, please visit a licensed professional stylist. Bleaching (lifting hair color lighter) or adding dye (to darken) may change the texture and/or weaken an existing pattern. Changing hair from how you originally received it is not recommended and is done at your own risk. We advise to have a professional stylist experienced in changing hair color assess the hair and do the job for you.
I noticed that there are a few grey/white strands in my bundle, what is this?
These are gray hairs. Grays are normal and can easily be removed by pulling them out individually. There are usually no more than 5 strands of gray in some bundles.
Will the wave and curl pattern return after I straighten the hair?
Yes, once you wash and deep condition your hair, the original pattern will return.
How do I care for my hair extension?
Wash your hair at least once or twice a week. To enhance the hair’s natural pattern and shine, we recommend an ACV (Apple Cider Vinegar) rinse. Purchase organic ACV at your local food market. After washing and conditioning your hair, gently rinse with cold water. Then, spritz hair with the ACV rinse, which is 1 teaspoon of ACV mixed in 1 cup of water. Do not rinse. When swimming, always wear a cap to prevent prolonged exposure to chlorine or salt water which causes the hair to tangle. Always wash the hair right away with shampoo and conditioner after swimming in both types of water. When going to the spa, the hair should be brushed out completely and should be wrapped in a cold wet towel. Putting a conditioner in your hair before getting into the pool or ocean will prevent severe dehydration & tangles.
For additional tips on preventing chlorine and salt water damage visit http://www.adopting.org/adoptions/summertime-hair-care-tips.html http://www.doctoroz.com/videos/home-anti-aging-recipes-pt-2
What is the shortest length you carry?

10-12” is the shortest length we carry.

How many bundles do I need for a full head?
The amount of hair required depends on the look you want. Here is a simplified guide: Full head sew in weave: Hair 10″ to 16″ long 4 oz = A half head of extensions (to add body or length) 8 oz = A full head of extensions 6 – 8 oz= A full head of extensions with a closure piece or frontal piece. 12 oz & over = A full head of extensions
Example: ( 12-14″ approx.4-7 oz of hair is needed, 16-18″ approx. 6-9 oz of hair is needed, 20-22″ approx. 8-11 oz of hair is needed, 24-26″ approx. 10-13 oz of hair is needed) depending on the texture fine hair requires more and voluminous hair takes less.
Backorders and Turn-around Time:
If your order is placed on a backorder, you will be notified before and after the time of payment. Backorders typically take two to ten days, but in special cases, fifteen business days to ship. You also have the option of canceling your order or proceeding. We will not process your order until we receive your decision. You will be notified via e-mail if your order is on back order. Once your order has been processed, you cannot cancel your order. Unless specified differently by management, all orders are processed the business day following clearance of payment.

Nour Collection Shipping/Delivery
At the current moment all orders are running on a 3-5 business days (Please note that weekends and holidays do not count as business days)
Once the order is ready, you will receive an email notification that it has been shipped. Once shipped, please allow 2-5 business days to receive your order. You have up to 24 hours after placing your order to cancel. Cancellation requests submitted after 24 hours will not be granted.
Please note that these processing and shipping times are estimates and orders may arrive earlier or potentially later dependent on post-delivery estimates.

Do you ship outside the United States?
Yes, we currently ship to the UK, France, Canada & Germany.
Where can orders be shipped?
We only ship to confirmed addresses. A confirmed address is one that has been established by your credit card company as belonging to the account holder. In most cases, when a buyer’s credit card billing and shipping addresses are the same, the address is considered confirmed.
** IF YOUR ADDRESS IS NOT CONFIRMED YOUR ORDER WILL BE CANCELED
We do NOT refund shipping charges for orders returned.
Can I cancel or make changes to an order?
If you wish to cancel your order, it must be done within 24 hours from the time you submit your order. Otherwise you will be charged a restocking fee of $15 per items.
Can I get overnight shipping?
The quickest delivery option we offer is Express Mail. In the United States, this is generally not considered overnight but is typically delivered in 1-2 business days after your order is received. For shipping time frames, refer to the shipping and delivery page for additional information.
What is your refund policy?
Due to the nature of this business, we cannot accept returns unless damaged or incorrect. We do not offer refunds. If you are unhappy with your purchase for any reason, you can exchange (within 7 business days) or receive a store credit. Hair that has been washed, unraveled from the bundle, or altered in anyway will NOT be accepted.

Returns and Exchanges

Do I have to pay for the shipping of my return?
Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option because NirvanaNour will not be responsible for lost returns.
May I return my extensions without contacting you or getting an RMA?
No. You must contact us before sending your return, as the return address may be different from the address your order was originally shipped from. Also, the RMA facilitates tracking of your returned product and expedites your exchange. Please note that exchange for merchandise returned without contacting us cannot be guaranteed.
*** DO Not Cut the Lace on your closure or Frontal
***We will NOT allow an exchange if there are any signs of being worn.
***We are not responsible for any alterations that the customer does to the hair, for example, but not limited to chemical processing, coloring, cutting, or texturizing.
***Hair must be in its original packaging and form
(NO EXCEPTIONS)
***Color out your own risk
Will not be responsible for returns that are lost or delayed in shipping.
***WE WILL NOT ACCEPT A RETURN OR EXCHANGE ON SALES/SPECIALS. *** All SALES ARE FINAL***
*** Returns Without an RMA form will not be accepted (package will be refused and returned to sender)

****Order verification
*Orders with different billing and shipping addresses are subject to verification.

*You will be required to send us a copy of your government issued ID with the following statement. Please make sure to write or type the following information below on a sheet of paper, place your ID on the paper, and sign it.

How can I track my order?
Once your order has shipped, a tracking number is sent to the email address you provided in your order. You will be able to click the link and follow the progress of your shipment. If you have an account, log in and you can track the shipment through your order history.
How do I know my order was successfully received?
After payment, you will receive a receipt and order confirmation email from us.
My order shipped, but I have not received it yet. What should I do?
The first thing you should do is check the tracking number. Often customers may miss delivery of their item (signature is required) and he or she will then have to sign for the item at the post office. Identification and the tracking number will be needed when picking up the item from the post office.
Do I pay customs fees?
If your order is shipping outside the United States, you may be responsible to pay customs fees in accordance to the laws of your country. Please check with your country’s customs office to determine what these additional costs may be. Or, place the items you would like in your cart and review your total landing costs prior to submitting payment.
How do I edit my account?
Click on “Login” at the top of our web page and enter your username and password. You will now be in your account and can modify your information.
What if I forgot my password?

Click on “Login” at the top of our web page and click on the link to reset your password. If you have forgotten your username, please contact us for assistance.

Hours of operation?
Monday-Friday: 9:30 am- 6:30 pm
Saturday-Sunday: closed