Customer Service

Search for answers using the search field above, or check out our FAQ section below. Here you’ll find answers to the most commonly asked questions.

FAQ

Here you’ll find most commenly asked questions.

Product questions

All our hair systems are 100% handmade and crafted from Premium Remy Hair 1 (100% Indo Remy Hair).

This is the highest quality hair available and consists of a carefully selected blend of Indian and Indonesian hair, giving the most natural movement and strength.

The roots and ends are kept perfectly aligned, and the hair is gently bleached and colored to preserve its softness and integrity.

The cuticle layer remains intact to protect the hair and ensure the longest possible lifespan.

Yes, we have multiple solutions for alopecia.

We offer a wide range of premium hair solutions, including:

  • Hair toppers for volume and thinning hair
  • Custom made hair pieces
  • Wigs (synthetic and human hair)
  • Hair extensions in various lengths and colors
  • Hair care and styling products specially formulated for hair pieces

All items are carefully selected to ensure natural appearance, comfort, and quality.

Questions about shipping

Once your order ships, you’ll receive an email with tracking information.

Stock items

Standard delivery: 3–5 business days
Express delivery: 1–2 business days

Custom made hair pieces

8-10 weeks

We offer standard, and express.
Standard: 3–5 business days
Express: 1–2 business days

If your order hasn’t arrived within the estimated timeframe, reach out to us. We’ll contact the courier and, if necessary, resend or refund your order.

Please take clear photos of the damaged packaging and item, and contact us within 48 hours of delivery so we can arrange a replacement or refund. We need the photo documentation for creating a case with our courier.

Questions about payments/invoices

If your enter a valid VAT/TAX ID in checkout, you can complete the order without paying VAT. Please note that your VAT/TAX ID should be valid for cross-border transactions for it to pass validation. You can always check your VAT/TAX number at Vies on-the-Web – European Commission

We accept all major payment methods, including:
Credit & Debit Cards (Visa, MasterCard)
PayPal
Apple Pay / Google Pay
Bank transfer (for special orders)

An invoice is automatically emailed after your payment is confirmed. You can also find all your webshop invoices at the “My Account” page. If you are missing an invoice, please reach out to our support.

Questions about return items

To create a return, please visit our returnportal here: https://return.shipmondo.com/secrethairshopdk

  • We do not accept return items without prior agreement.
  • Refund amount is returned item(s) product price -15%
  • We do not refund shipping cost and fees.
  • Product must be in unbroken packaging and in the same conditions as it was received.

If a reimbursement has been arranged, please send in your bank details so that we are able to transfer the agreed amount.

Other questions

Our full collection are currently available in Denmark, Ireland, Netherlands, UK, Belgium, Hungary. 

No, our products are only sold to professionals. You can apply for an account here.

Message us

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    If your inquiry is about an existing order, remember to add the Order Number in the text below. This will make the support process faster.