Perguntas frequentes

Choosing Your Perfect Set

How do I choose the right color of Extensions?

All of Horai Extensions are unprocessed virgin hair in its natural color.

Can I bleach my human hair extensions?

Yes, you can! However, coloring the hair should be done by a professional or at least consulted by one. Horai Extensions can be dyed to a variety of colors but always consider using a professional if you can.

What lengths do you offer, and what do they look like?

We offer between 12 and 26 inches. Looks vary based on what style of hair you choose and how you choose to install it.

How many bundles should I order?

The number of bundles you order depends on what style you are attempting to achieve. The key to determining how many bundles to purchase depends on the lengths you desire. For a full sew-in, we recommend 3-4 bundles of hair. The more bundles you install the more volume you’ll have. If you desire an install with a lot of volume, you will need 4-5 bundles. If you want a protective style, consider a closure in addition to your install, as you will have no leave-out.

About Extensions & Sustainability

I have short hair. Can I wear Horai Extensions?

Yes! The length of your natural hair will determine the best style for you.

How do I use the Horai Extensions Bundle with short hair?

If your hair is long enough to sufficiently cover the wefts, you may consider bundles with leave out for seamless blending and versatility. If not, you may consider a bundle deal with a closure or frontal to help protect your hair while it grows. Check out our (TUTORIAL) page for tips and tricks.

How long does this hair last?

Our Horai Extensions can last through several installs. It all depends on how you install them and how you care for your bundles once they are in. On average our customers can use their extensions from 6 to 12 months if cared for properly. We recommend not sewing through the weft or cutting the weft during installs. Learn more tips and tricks about caring for your Horai Extensions on our (TUTORIAL) page.

Hair Extensions, usage, and care

Can I curl or straighten my hair extensions?

You may blow-dry, curl or straighten your extensions, however, please keep in mind that similar to your own hair, excessive and/or frequent use of heat will dry out and/or damage your hair. ALWAYS use a heat protectant.

Should I wash my extensions?

  • When you receive your bundles we recommend you co-washing your bundles before any installations.
    • What is co-washing?
      • Co-washing means to wash your hair or extensions with just conditioner. This method helps to extend the condition of your bundles' life and helps to keep them healthy. It is a key task in extending the life of your extensions. We recommend a co-wash once a week with a moisturizing conditioner to ensure your hair gets the nutrients and moisture it needs.
      • Co-washing with a moisture-rich conditioner is strongly recommended for our curly textures.

How can I define my curls?

Use a generous amount of conditioner and distribute the product throughout your hair in a downward motion using your fingers. Then, using a Denman brush, brush conditioner through hair starting from the ends and working your way up. This will help to define the curls.

How do I detangle my hair?

Wet hair thoroughly and use your fingers with conditioner on them to gently detangle hair while wet. Work from the ends to the root with a wide-tooth comb to ensure all tangles are out.

Can I use heat on my extensions?

You may blow-dry, curl or straighten your extensions, however, please keep in mind that similar to your own hair, excessive and/or frequent use of heat will dry out and/or damage your hair. ALWAYS use a heat protectant.

How do I care for my extensions?

All hair should be shampooed with warm water and conditioned with cold water every two weeks. If you use products daily, hair should be shampooed and conditioned every week. For our curly textures, consider co-washing in lieu of shampooing once a week.

How do you prevent tangling/matting and reduce shedding?

  • To reduce shedding the most effective way to avoid shedding is by sealing the wefts. See our “How-to seal wefts” video on our HELP page.

  • To prevent tangling or matting always brush the hair before applying any styling products.

  • DO NOT sleep on wet hair.

Questions Regarding Curly Hair

How to Care for Curly Hair

How do I sleep with my curls?

  • Use the pineapple method to secure hair. To do the Pineapple Method, bend forward, gather hair gently, and secure with a soft hair tie into a LOOSE ponytail. Then tie with satin or silk scarf.

How do I define my curls?

  • Using the recommended amount of curl definer or curl lotion of your choice, distribute the product through the hair with your hands followed by the Denman brush. Allow the hair to air dry.

    For best results, do NOT disturb the curls!

Shipping Information

How long does shipping take? & Our Process

Orders are processed and shipped SAME DAY for orders placed Monday through Friday before 2 PM EST. Please keep in mind holidays and weekends do not count as a business day and should be considered when calculating shipping times. We entrust UPS/USPS to deliver your package on time. If your package is delayed, we will not offer a reimbursement of shipping charges. If you need additional information, please contact us.

Our system emails your order receipt as soon as your online order is complete. You may also log in to your website account to view your order details. If you have not received an email please contact us immediately. Custom Orders and other items may not be available for immediate shipment. We will notify you of product delays or back-ordered products and hold your order until all products are available. You would have the option to cancel your order for a full refund if you desire.

We will give you a delivery estimate when you place your order based on the information we receive on behalf of UPS/USPS. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays.

Shipping with UPS/USPS?

Shipping is via UPS & USPS. If you choose another shipping option, additional charges will apply. Please be aware that UPS DOES NOT SHIP to PO Boxes. If your order is submitted with a PO Box in the Shipping section, we will contact you to choose an alternate address and, if required, submit your order to payment review.

To Protect Against Fraudulant Orders

We require that your shipping and billing addresses must match for your order to be approved. If your order has been declined due to an Address mismatch, please contact us to resolve the issue. If you have a special request for a different billing and shipping address, please call us at 617-446-3899 with additional forms of identification ready to provide to us.

Product Availability

If the product you ordered is not available, Horai Locks will contact you immediately by phone, email, or both to see if you are interested in a product substitution. If a substitution is not a viable option for you and you wish to cancel your order completely, we will issue your payment as a refund.

Undeliverable Packages/Incorrect Address/Refused Delivery

Your order will normally be shipped via UPS or UPS to the address you provide. Tracking numbers are sent to your email address as soon as a shipping label is created. If you do not receive a tracking number, please let us know. Use your UPS/USPS tracking number to track your package in transit.

Incomplete or incorrect address information is the major cause of shipment delays. Check the address information on your order. Make sure you have included ALL the information (address, apt#, etc.) needed to deliver your package. UPS charges an additional service fee caused by bad address information. With USPS, it is not possible to change the shipping address after shipment, under any circumstances. Horai Locks is not responsible for stolen packages.

Due to problems with missing shipments and fraud attempts, we ship all packages as SIGNATURE CONFIRMATION... meaning someone must be there to sign for the package. UPS/USPS will attempt to obtain a signature at the time of delivery. We are sorry, but we do not have any way to give special delivery instructions to the UPS/USPS delivery person and any such instructions will be ignored. UPS/USPS will usually make several attempts to deliver your package. They may also leave a notice of their attempts to deliver at the delivery address and give you a telephone number to call for pick-up or to arrange alternate delivery. It is the customers' responsibility to arrange for package pick-up if necessary. No refunds will be issued for refused or abandoned shipments.

Lost Shipments

If you have tracked your package and there is a discrepancy in delivery information or it has been lost in transit please contact us by phone or email immediately. We will contact UPS right away and initiate a trace for your package and have them start an investigation. Generally, once your claim (including supporting documentation) has been issued, processing takes an average of 10 days. If it is determined that your shipment has been lost a replacement will be sent pending UPS's investigation of the situation. If the product comes returned to us as undeliverable, we will contact you and re-ship the item at our expense depending on the situation.

International Shipping

Unfortunately, at this time we do not ship internationally.

Incorrect Orders/Products

In the rare occurrence of a mistake or delay from our end, we will make every effort to correct it. If we shipped the wrong item or something is missing, we will re-ship it at our expense using the same method of shipping as on your order. You must notify us of any incorrect or missing items within 7 days after receipt of your shipment.

Overnight Orders

Overnight orders placed by 2 PM EST will be sent out the same day ensuring next day delivery. Packages will not be delivered on Saturday unless you select the Priority overnight option on Friday. It is always wise to order far enough in advance to allow for unanticipated delays.

Returns & Exchange

Our General Overview

Email us at info@horailocks.com with the subject line "Order Return" or "Order Exchange" and please provide your order number and email address along with a brief description stating why. Please allow 72 hours upon receipt for your returned item(s) to be inspected. Refunds will take anywhere between 7-10 business days to be processed.

If you ordered the wrong product and would like an exchange, you will be responsible for the cost of shipping the product back to us. We will ship you the new product for free as a one-time courtesy.

If you want to return a product, we will pay for the shipping cost back to us but you will be charged a 15% restocking fee.





Also, see our help page to send us a message.

Return & Exchange Policy

You may wash, condition, brush, and heat style your extensions while in the security zip ties and/or before the lace is cut or trimmed. If for any reason you aren’t satisfied, send the hair back within 7 days of receiving the product for exchange (no restocking fee) or refund (15% restocking fee). Refunds will be issued in the same payment form as tendered at the time of purchase. Once the hair is used/ removed from zip ties we will not offer a return or exchange.

We will not exchange or refund Accessories.

If you ordered the wrong product and would like an exchange, you will be responsible for the cost of shipping the product back to us. We will pay the shipping costs to mail the newly exchanged product(s) from our facility as a one-time courtesy.

If you want to return a product, we will pay for the shipping cost back to us but you will be charged a 15% restocking fee.

Custom Orders

A 35% restocking fee will apply for any returned and/or canceled custom orders. If you would like to exchange your custom order for an in-stock item, no restocking fee will apply.