Frequently Asked Questions (FAQs)

1. Ordering, Shipping & Returns

How can I place an order?
You can order in two ways:

• Online: Simply add your desired items to the cart and follow the secure checkout process. Our site uses SSL encryption to protect your information.
• Offline: Call us at +27 21 4182336, WhatsApp +27 79 943 7980, or email info@thedreamhair.com to order manually.

Do you ship internationally?
Yes! We offer worldwide shipping. If your country isn't listed at checkout, please contact us directly.

Are there import duties or customs fees?
Custom duties may apply depending on your country. These fees are the responsibility of the buyer. Please consult your local customs office for details.

When will my order ship?
Orders paid before noon (SAST) ship the same day. Orders received after noon ship the next business day.

How can I track my order?
Once shipped, you’ll receive a tracking number via email. You can also log in to your account to track your order.

Which couriers do you use?

• South Africa: Aramex
• International: DHL Express
• A signature is required upon delivery.

When will I receive my order?

• South Africa: 1 business day
• International: 3–6 business days

What if I entered the wrong shipping address?
We are not responsible for incorrect addresses. Please double-check your delivery details before placing an order.

Can I return or exchange my hair?
Yes, if your item meets our return policy conditions. Please review our Exchange, Refund & Returns Policy for details.

Can I cancel or change my order?
Contact us immediately with your order number. If the order hasn't shipped, we’ll try to accommodate changes.

Do you offer price adjustments if the product goes on sale later?
No. Prices are final at the time of purchase, and we do not refund differences for future promotions.

Which currencies do you accept?
We accept:

• ZAR (South African Rand)
• USD (US Dollar)
• EUR (Euro)
• GBP (British Pound)

How do I change the currency on the website?
Use the dropdown at the top-left corner of the site to switch your preferred currency.

What payment methods do you accept?

• EFT & bank deposit (Standard Bank)
• Credit/Debit Card via PayGate and PayPal

Do I need a PayPal account to pay with a card?
No. You can use a credit or debit card without having a PayPal account.

Do you have a physical store?
Yes!
TheDreamHair Store
31 Heerengracht Street, Foreshore, Cape Town
Tel: +27 21 434 5481 | WhatsApp: +27 79 943 7980

2. Hair Quality

What type of hair do you supply?
We only sell 100% Remy Virgin Indian Human Hair — soft, natural, tangle-free, and long-lasting.

What does “Remy Hair” mean?
Remy hair retains the cuticle layer aligned in the same direction, making it soft, shiny, and tangle-resistant.

What is “Virgin Indian Hair”?
Virgin hair is completely unprocessed — no dyes, perms, or chemicals — and comes from a single donor. It's ideal for dyeing and long-term use.

Why is Indian Hair special?
It’s known for its durability, softness, and versatility. Indian hair blends naturally and holds styles beautifully.

Where does Indian Hair come from?
It’s ethically sourced from Indian temples where people donate their hair during religious rituals. Proceeds support local communities.

What is Cuticle Hair?
Cuticle hair is the same as Remy hair — the cuticles are intact and aligned to reduce tangling.

What is Single Drawn vs. Double Drawn Hair?

• Single Drawn: Mixed lengths (e.g., 16", 18", 20")
• Double Drawn: Uniform length throughout for fuller ends

What is Non-Remy Hair?
Non-Remy (fallen hair) has cuticles facing different directions, causing tangling. We do not sell Non-Remy hair.

What is Yaki Hair?
Yaki hair mimics relaxed or textured hair. It is human hair processed to match afro-textured hair, not to be confused with animal “yak” hair.

Which hair is of the lowest quality?
Asian hair (commonly from China or Korea) is often acid-washed and coated in silicone. It tangles easily and lacks longevity.

3. Hair Care & Usage

How long do TheDreamHair extensions last?
With proper care, they last 1–2 years and can be reused for future installations.

How should I brush my hair?
Use a loop brush or wide-tooth comb. Start at the ends and work your way up while holding the hair like a ponytail.

What hair care products should I use?
Use sulfate-free shampoos and hydrating conditioners. Avoid ammonia-based products, and use leave-in treatments for extra softness.

Should I do anything before bedtime?
Never sleep with wet hair. Wrap your hair with a silk scarf to prevent frizz and tangling.

Can I straighten or curl the hair?
Yes! Our Remy Virgin Hair can be heat-styled. For chemical treatments (dyeing or perming), always consult a professional stylist.

Can I dye or bleach the hair?
Yes, the hair can be dyed, toned, or bleached. It’s easier to go darker than lighter. Always test a small section first.

Can I roller set the hair?
Yes. Use setting lotion and roll the hair when damp. Dry naturally or under a hooded dryer.

Can I switch between curly, wavy, or straight styles?
Yes, our hair is versatile. After washing, it returns to its original texture.

Can I swim with the extensions?
Yes, but wash your hair immediately afterward. Avoid saltwater, and don’t braid your hair before swimming in the ocean.