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Frequently Asked Questions

How long does the hair last for? 
Our hair extensions can last anywhere up to 12 months. We cannot guarantee a definitive lifespan for our hair as it can vary greatly depending on the colour and aftercare. 

What products should I use on the hair extensions?
We encourage our clients to use the following product combos for the best results in aftercare.

#1 Matrix Biolage: Hydra source Shampoo + Conditioner

#2 MUK Ultra Soft Hair Care Range: Shampoo + 1 Minute Treatment

#3 Pure: Goddess Shampoo + Conditioner 

Essential Leave in Serum White Sands: Orchid Oil

Hair extensions are not attached to your scalp like your natural hair so they miss out on the important nutrients and oils from your scalp. Therefore, it is up to you to replenish them with moisture and nutrients through treatments, leave-in oils, moisturizing shampoos and conditioners. 

We recommend using salon quality MOISTURIZING products only, avoid any supermarket products, as these are made with low quality formulas and will decrease the lifespan of your hair extensions. It is extremely important to avoid products that contain proteins or keratins, please read the ingredients panel carefully before use as these ingredients will cause irreversible damage to your hair extensions. If you are unsure what products are suitable or would like to check with us first, please email us at support@sophiahair.com.au

Please refer to our Aftercare Guide for more information on aftercare.


Will hair extensions damage my natural hair?
Hair extensions should not cause any damage to your scalp or natural hair as long as they are applied correctly by an industry-trained professional & maintained correctly. 

Is my hair too short for hair extensions? 
We recommend for your hair to be at least 10 cm long. Please check with your hair extension technician to confirm the length of your hair.

How much hair extensions do I need for my hair? 
We recommend using the guide below to help you decide how much hair you need for your desired outcome:

50g/half head Suitable for fine hair to add volume and thickness only
100g/full head Suitable for fine hair to add volume, thickness and length
150g/full head + half Suitable for medium to thick hair to add volume thickness and length
200g/2 full heads Suitable for medium to thick hair for super luxurious thickness, volume & length


What colour should I choose for my hair?
We understand it’s not easy to choose the appropriate colour when purchasing hair extensions online so we have come up with a solution to help you decide. Please fill out our Colour Match Service form and a team member will be in touch with our best recommendation for you.

Can I colour Sophia Hair Extensions?
Yes, Sophia Hair Extensions can be coloured/toned using only a semi permanent colour. Please be advised, bleaching, lightening, chemically straightening, keratin smoothing and perming are strictly not recommended and will cause extreme damage to hair extensions.

Can I swim in hair extensions?
Swimming in chlorine or salt water should be avoided. Chlorine can cause matting and discolouration; Salt water can cause extreme dryness and discolouration. If swimming is necessary, wear your hair in a loose braid. Rinse your hair immediately after swimming with fresh water. Wash your hair with a moisturising shampoo and treatment as soon as possible.

What does 'Remy' hair mean?
Remy means that the hair's cuticles are preserved and kept aligned and intact during manufacturing. This will ensure that your new hair remains tangle free throughout its lifespan.

We pride our self on the quality and longevity of our products and can guarantee our hair is 100% Remy Human Hair. If you experience any issues with the quality of our hair, please email us at support@sophiahair.com.au immediately. 

Why choose Remy Human Hair?
Remy hair is the highest quality hair extension material used on the market. Each strand of the hairs outer layer known as the "cuticle" have been kept intact and aligned during manufacturing. Preserving the hairs cuticle and keeping each strand aligned allows every strand to remain soft, silky and tangle free throughout its lifespan. 

Are Sophia Hair Extensions ethically sourced?
Sophia Hair Extensions are 100% ethically sourced. We work closely with our manufacturers to ensure our hair is donated willingly with complete consent from the donor in exchange for a fair and honourable price. Once each pony tail is donated or sold, the hair is meticulously treated and processed by our manufacturers in a way that is conscious to our environment and kind to the hair. 

How long does shipping take?
Once you place an order with us we will process it immediately. If you have placed an order before 2PM AEST your order will be dispatched the same business day. All orders made after 2PM AEST will be dispatched the following business day.

Once your order has been received and dispatched we will email you with a confirmation along with tracking for your parcel. 

Express shipping through Australia Post will generally take 1-3 days and Standard Shipping will take 5-7 business days to be delivered. Please be advised that Sophia Hair Australia will not take responsibility for any orders that are damaged, lost or stolen during transit. If your order says delivered and you have not yet received it please contact Australia Post directly

What if I’ve ordered an item that is out of stock?
From time to time we may experience a high volume of orders and an item may become out of stock. If you have ordered an item that is out of stock it will automatically be placed on back order and we will notify you immediately by phone or email with the expected ETA. Our out of stock items are generally restocked within 2 weeks. Once we are restocked, all back orders will be upgraded to express post and shipped out immediately. 

How do I get in contact with Sophia Hair?
You may contact us by emailing your inquiries to our team at support@sophiahair.com.au.

Our customer service team operates between 9am-5pm weekdays. But we can guarantee a response within 24 hours.

Does Sophia Hair have a return/exchange policy?
Yes! We want you to be completely happy with your purchase.
Therefore, we offer a 30 day return/exchange for any hair extension product that is still in its original packaging with the warranty tag intact.
Please read our full returns/refund policy for more information. 

Should you have any issues with our products upon receipt of your order, please contact us immediately at support@sophiahair.com.au