FREQUENTLY ASKED QUESTIONS
ORDERS | PAYMENT | SHIPPING | REFUND/EXCHANGE
ALL PRODUCTS | WIGS | BUNDLES | LACE CLOSURE
ORDERS
When will orders be processed?
We process orders within 3 business days of receiving payment. We process orders on Monday to Friday (excluding public holidays). Please note the different time zones, as it may be night time in Australia and daytime in the USA and other countries. In this case, we will process orders the following business day.
If you have made a mistake with your delivery address or provided incorrect contact details, please let us know within 4 hours of purchase.
PAYMENT
What currency are the prices in?
Our prices are in Australian dollars. You are able to convert prices to AUD, USD, GBP or EUR on our website. The currency conversions are real-time prices and may not always accurately represent the actual amount charged to your account.
On the checkout page, the prices are in Australian dollars. However, you will be charged in your local currency.
What methods can I pay?
Currently, we offer payment methods for all major bank cards. All payment details are secure and encrypted. We also offer Shop Pay, Android Pay and Google Pay for quick, secure payments.
We have partnered with Afterpay and Zip Pay for Buy Now, Pay Later options for our Australian customers. Learn how you can get started with Afterpay and ZipPay.
How do I know my details are secure?
When purchasing on the website, you will find ‘https’ on your web browser address bar. This indicates the site contains SSL (Secure Sockets Layer), which protects your confidential information and payment details.
SHIPPING
How much does shipping cost?
We offer FREE shipping for all orders in Australia and worldwide.
For express shipping, a small delivery fee will apply. To see the exact amount for your country, please add an item to your cart and go to the checkout page for accurate pricing.
When will I receive my products?
| Standard | Express | |
| Australia | 6 to 8 Business Days | 3 to 5 Business Days |
| New Zealand | 7 to 10 Business Days | 5 to 6 Business Days |
| Other International Countries (Including USA and UK) | 12 to 15 Business Days | 7 to 10 Business Days |
**Due to Covid-19, we are experiencing some delays with processing orders and deliveries. We aim to ensure orders will be delivered on time. However, please allow an additional 5-10 business days for processing and delivery.
Once it's dispatched, we will send you an email with a tracking number for your delivery. Estimated delivery time for international shipments are not certain and will depend on your country's customs when they clear the merchandise.
For accurate delivery shipping times for your country, please e-mail us at info@besohair.com.au
Will I need to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The duties and taxes fee may vary depending on the country to which the order was shipped and is to be paid by the receiver. You would need to contact your customs office for specific amounts and percentages.
REFUND/EXCHANGE
Can I return or exchange my item?
All purchases are final once an order has been processed. We have a strict refund and exchange policy, as we do not resell the product again due to sanitary and hygiene reasons.
We do not refund for reasons such as change of mind, incorrect cap size selected and incorrect unit specification selected. In this case, you may be eligible for an exchange and you may be charged for a handling and restocking fee.
All sale items and custom made units are non-refundable.
It is compulsory for our staff to carefully examine the product, packaging and any accompanying items to ensure the merchandise is not faulty and it is in excellent condition before shipping to our customers. In an unlikely event that the merchandise is faulty, please contact us within 72 hours of receiving the merchandise and we will assess the merchandise when it arrives to us.
To return a faulty item, the following applies
- Contact us within 72 hours of receiving the merchandise
- Merchandise must not be used, worn, torn or damaged in any form
- Tags and labels must not be removed
- All accompanying items must be in the packaging
- Merchandise (including packaging) must be in the exact condition as when received the merchandise
- Customers will need to organise returns and the associated delivery cost. Please use registered post as we will not be responsible if the parcel is missing or lost.
Please carefully select your unit and thoroughly review the item descriptions and images before purchase as we would not be able to refund your order. Due to lighting and different screen displays, the hair colour may vary slightly. Please note that each unit are hand-coloured, cut and styled by our hair professionals and there may be slight differentiation due to this nature.
If you have any questions about a product, please get in contact with our team at info@besohair.com.au and we’ll be able to get back to you within 24 to 48 hours.
ALL PRODUCTS
Is the hair worth the price?
At BESO HAIR, we work attentively with our off-shore suppliers to ensure that our products are at its highest quality. When the hair arrives in Australia, we thoroughly examine the quality and we customise the hair to our customers’ needs. The items are then neatly packaged and shipped to our customers within days.
- Owned and operated by an Australian qualified hairdresser so you can guarantee the best selection of hair units
- Sourced from one donor and meticulously selected by our suppliers
- Every few months, we review our current and new suppliers to find ways and new features to improve our existing products
- Goes through comprehensive checks before sending to customers
- Customising the hair to the customers’ needs, so it’s less work for them
- Packaged beautifully and based in Australia, so shipping and tracking are guaranteed within a few days, as opposed to a couple of weeks
- Last but definitely not least, BESO HAIR prides on customer service. We're here to help you with any enquiries that you may have
How is the hair coloured?
Depending on the style you choose, the hair may be lightened, coloured and/or toned for the perfect finish. Our units are coloured by our qualified hairstylists and we do not use a factory to produce it. This may mean each unit may be slightly different due to the nature of hand-crafting however we try to keep each unit as exact as possible.
Does the hair shed or tangle?
Minimal shedding is common throughout the duration of use. Treat this hair as if it was your own hair and be sure to comb, brush and use deep-conditioning treatments to hydrate the hair. You can’t expect to wake up with flawless hair every morning without any tangles if you don’t brush your hair!
Is the hair virgin?
Yes, the hair is received from a donor, so it’s all natural and virgin! We then go through comprehensive cleaning, moisturising and styling treatments to get the hair how it is when you receive it in the mail.
Can I swim and use styling tools on the hair?
Yes, you can swim and use styling tools on the hair, but also remember that this hair will also need to be looked after with deep-conditioning treatments, masks and heat protection products.
Can I bleach and/or colour the hair?
Yes, you can. Because the hair is virgin, you can bleach the hair and colour it however you wish! Please bare in mind that we are not responsible for the outcome of the colour and its processes. We strongly recommend you to consult with a hair professional for all colouring and bleaching advice.
Will bleaching or colouring dry out my bundles and wigs?
Possibly. When the hair structure is altered in any shape or form, it is no longer virgin hair. This means that there might be a possibility that colouring and bleaching will be drying and damaging to the hair. Fortunately, not all colouring are drying or damaging for the hair.
How long is 16”, 18”, 20” and 22”?
We use inches as the international industry standard for measuring hair. But for all the Aussies, 16” = 40.6cm, 18” = 45.7cm, 20” = 50.8cm and 22” = 55.8cm. To measure the hair correctly, you would need to stretch the hair and not in its wave/curl pattern. Please use the guide below to see the estimated lengths of your desired hair texture.
Why is the hair slightly different to the other hair bundle/wig?
One set of hair bundles or wigs is from one donor. Meaning, each donor will have slightly different hair from the next donor. Although the difference is very minimal, we try to match up the hair as closely as possible when you order a set of bundles.
What is density?
Density is the amount of hair that is attached to the lace or weft.
- 100% is low density and lightweight with feathered ends.
- 130% is the industry-standard density, which is natural and lightweight.
- 150% is medium density, full and natural looking.
- 180% is high density, very full with natural thick ends.
How long does the hair last?
If looked after carefully, the hair will last anywhere from 6 months to 2 years. Please keep in mind that the hair is real human hair, so treat it as if it’s your own hair.
WIGS
How do I measure and select my wig cap size?
Use the guide below to help you with your measurements. If you have lots of hair, we suggest opting a size up so you are able to tuck all your hair in the wig cap. 
How is the length of wigs measured?
The length of wigs is measured from the crown to the ends. The hair is measured when the hair is stretched.
How long does the wig last for?
The full lace wigs are designed to last anywhere from 6 months to 2 years, depending on the amount of care you put in. Bleaching, colouring, excessive plucking and heat styling may potentially damage the hair and strain the lace.
BUNDLES
How many bundles do you recommend?
For lengths up to 22”, we recommend 3 bundles for full, natural-looking hair density. For lengths longer than 22”, we suggest about 4 bundles.
What is the difference between weave and bundle?
Poh-tay-to, Po-tah-to. It’s all the same thing! We just like to call it bundle (or sew-in bundles) because the term ‘weave’ is slightly outdated…
Can I reuse the bundles?
Of course! The hair lasts anywhere from 6 months to 2 years if treated with the utmost care. You are able to reuse the bundles after each sew-in. However, keep in mind that if you cut the weft, this may cause some loose strands to shed but this very normal.
LACE PRODUCTS
What colour is the lace closure?
All of our lace products are light brown colour, which beautifully blends with most skin tones, from light to dark skin tones.
Can I bleach the lace?
Our lace products are meticulously hand-stitched in order to look very natural, making it a premium but also a delicate product. We don’t recommend bleaching or colouring the lace, as this weakens the bond of the stitches, which may cause some shedding. Although you are able to bleach the lace, you will find a shorter longevity of the product.