FAQs

Customer Support

At The Hair Concierge, your satisfaction is our top priority.
Our dedicated support team is here to ensure your experience is seamless from order to delivery — and beyond.

Business Hours:
Monday – Saturday: 9:00 AM – 6:00 PM (PST)
Sunday: Closed

We aim to respond to all messages within 24 hours (excluding weekends and holidays).

📧 Customer Support: thehairconcierge@hairconcierge.net

Returns & Exchanges Support

For returns or exchanges, please review our Return & Exchange Policy first to ensure eligibility.
Once confirmed, reach out to our Customer Care team via email.
We will guide you through every step of the process, from documentation to shipment confirmation.

Returns & Exchanges: thehairconcierge@hairconcierge.net

Please include your order number, name, and reason for return in your message.

Order Assistance

If you have questions about your order, shipping status, or tracking updates:

  • Please have your order number and email address ready.

  • Include any relevant photos or details if you’re inquiring about a product or return.

  • Our team will review your inquiry promptly and reply with updates or next steps.

For the fastest response, please include “Order Inquiry” in your email subject line.

Response Time

Our goal is to provide every client with a timely and thoughtful response.
You can expect a reply within 1 business day for general inquiries and 1–2 business days for return or order-related cases requiring verification.

Product Guidance & Styling Support

Not sure which texture, length, or lace style is right for you?
Our experts are happy to help you find your perfect match.
Email us with details about your hair goals or inspiration photos, and we’ll offer personalized recommendations to help you select the ideal unit or bundles for your look.