WHY SHOULD I CREATE AN ACCOUNT?
Don't let the few extra seconds to create an account annoy you! Creating an helps us better serve you and provide you with our promotions and can get you early access to discounts.
I forgot to use a promo code on my order, can you help me?
Oh no! Sadly, promo codes may not be applied to an order after you’ve placed it, so please be sure to add it before completing your order! Keep in mind, only one promo code is allowed per order.
Can I cancel or change an order after I’ve placed it?
Getting your order to you with speed and accuracy is our top priority. Once you submit your order, the process begins immediately to get your order ready. While we will put in a valiant effort to save the day, we will be unable to guarantee or honor requests for order changes and cancellations. Please note, if your order cannot be updated or cancelled, we cannot be held liable to provide return labels or refunds for shipping costs. If there are any immediate questions, contact us at (888) 424-7548 or email@example.com, Monday-Friday between the hours of 7am-5pm (MST), except US holidays.
Where do I find the online education videos?
Congratulations on a great choice! If you want to purchase our videos, you can find our them on our online education page. If you've already made a purchase, login to your account and find the Online Education tab under My Account.
When will I receive my order?
Orders received before 3:00 p.m. MT will ship the same business day, unless there is an unavoidable delay. Orders received after 3:00 p.m. MT will be shipped the following business day.
We like to give our dedicated staff the weekends and holidays off, so orders placed on those days will be shipped the following business day.
Please refer to “What are my shipping options?” to see the estimated delivery time for each shipping method. Note that delays are always a possibility with any shipping option. If you have any questions about when your order will ship or arrive please contact Customer Service at (888) 424-7548.
What are my shipping options?
We use both US Postal Service and FedEx to ship your orders. We can help you select the best shipping option for your needs:
|eComm Shipping Method
DHL | FedEx
[4-8 Business Days]
|+ 1 Day
|DHL | FedEx
[2-4 Business Days]
|+ 1 Day
|+ 1 Day
|+ 1 Day
[2-5 Business Days]
|+ 1 Day
PRO TIP: Take control of when and how your FedEx packages are delivered with FedEx Delivery Manager. This service allows you to customize and receive notifications on your FedEx deliveries.
How many days before my appointment should I place my order?
We recommend you order your products at least 4 -5 business days before your scheduled appointment to give the chosen carrier enough time to complete pickup and delivery before you need it.
Does Donna Bella ship internationally?
Yes, we do ship internationally with the exception of Cuba, the Crimea region of Ukraine, Iran, Syria, and North Korea.
Please be aware, international shipping services vary in speed and price. We offer FedEx options, as well as international postal options via UPS Mail Innovations (delivered by the destination country's postal service) that offer tracking ability. International orders may be subject to local charges. Any customs or import duties, and associated fees are charged once the parcel reaches its destination country. Custom policies vary from country to country, and these charges must be paid by the recipient of the parcel.
Donna Bella cannot guarantee the performance of our carriers. There are times when our chosen carriers are not able to perform requested services due to environmental or organizational circumstances, but we will do everything we can to make sure your order arrives on time and undamaged.
I haven’t received my order yet, what should I do?
Here’s how it works: Once your order is ready to ship, you will receive an email containing your tracking information. You can use this information to track the movement of your package. If it says it has been delivered, here are some helpful checks:
- Confirm that the address you provided us is complete and accurate
- Check your order confirmation email to see whether your order is arriving via US Postal Service or FedEx Home/Ground or Fedex Express
- Check around your home or building
- Allow until the end of the day or the next day for the package to show up
If you’ve exhausted this list and still can’t find your order, please text or call us at (888) 424-7548.
Lost, Damage or Stolen Packages?
We offer shipping protection via Route! The cost for Route is a small portion of your order.
If proceeding with Route, your order will be protected from loss, damage or theft. Route is calculated based on your average order value and auto selected at checkout. We highly recommend this service.
By deselecting Route your order will no longer be protected.
If purchased Route at checkout, you will receive a confirmation email from Route with tracking information and, if needed, a link to file a claim here: https://claims.route.com/.
Unfortunately we can not guarantee refunds or replacements on uninsured orders, but will do our best to assist you.
Do you offer free shipping?
We offer free standard shipping on all U.S. orders $175 and over (before taxes and after discounts). Free standard shipping takes 3-10 postal days via US Postal Service.
On certain promotional occasions, Donna Bella may offer free shipping on orders lower than $175.
Can I return my product?
We can accept returns when the following conditions are met:
- Product was purchased from Donna Bella and unused within the last 30 days
- Hair must be new and in a condition that can be resold
- Original packaging and product components are intact and complete
How can I return my product?
You can process your return in four simple steps:
1. Start the return process.
Initiate a return request through our return portal with your order number and email address. Then, select the item you would like to return and choose one of the following options:
- Receive a refund to your original payment.
- Receive in-store credit.
- Exchange for a different item.
Once submitted, you will receive an email confirming that your return request has been received.
2. Receive confirmation.
Expect to receive an email confirming the approval or rejection of the return request within 5-7 business days.
3. Return the product(s).
Once your return is accepted, you can return the package using either:
- A printable, prepaid return label.
- A carrier of your choice (please include a copy of your invoice as proof of purchase).
Send to the following address:
Donna Bella Hair
Atten: Returns (Your return #)
1250 Flyer Way, Suite 100
Salt Lake City, UT 84116
4. Receive your refund or item exchange.
Once we receive your returned items, we will process the return/exchange within 2 - 3 business days.
Does Donna Bella cover shipping charges on returns?
Unless Donna Bella made a shipping error, shipping is non-refundable.
My tool broke! Can I get a replacement?
Yes, we will replace it for you! You will need to provide verification that your tool was purchased within the past 12 months. You may find this in your order confirmation email or by checking your order history.
This is my first time! Where do I start?
You’ll want to begin your hair extension journey by looking for the right stylist for installation on our Find A Stylist page.
How many strands of hair do I need for a full head installation?
An average head of hair takes about 5 - 7 packs of hair which is about 100 -140 strands of Kera-Link, I-Link, or Flat Tip extensions, or 3 - 6 packs of Tape-In extensions. Keep in mind, these numbers depend on the length and thickness of the client’s hair.
How many strands are in each package?
What is Remy Hair?
Remy hair is the highest grade of quality for hair extensions. Made with real human hair, each cuticle faces the same direction to create a soft and natural look that less prone to tangles and knotting. All of our professional hair extensions are 100% Remy hair with the cuticles intact.
Do you sell at other places besides your website?
Yes, we participate at major beauty shows throughout the year, where you can purchase our products.
Additionally, we have a select few endorsed resellers of our products through internet retailers and brick-and-mortar stores. If you are unsure of the genuine nature of the product from anywhere but our website, please call Customer Service to direct you to an approved reseller at (888) 424-7548.
What color should I choose?
Because we have a wide variety of colors in different shades and levels, we recommend you purchase our Donna Bella Color Ring to help you make the right decision. Check out our color chart to learn more about our wide variety of colors.
What is the difference between I-Link, Kera-Link, and Flat-Tip?
Kera-Link is a trusted method that uses 100% keratin tipped strands and is fused to the natural hair. I-Link is known as a beaded method, it uses tiny aluminum beads to hold the hair in place without any heat or glue. (The design of its tip resembles a shoelace.) Flat-tip is another beaded extension method that similarly attaches to the hair like an I-Link does; however, the hair is distributed on a flat and wider surface than an I-Link.
Will the extensions damage my hair?
This is a fair question to ask because some early users of extensions had an unfortunate or uncomfortable experience. When extensions are installed correctly, properly taken care of, and carefully removed using recommended techniques and best practices, you will greatly reduce the possibility of hair damage.
How do I properly care for my extensions?
For a complete list of hair care instructions please read this article about hair extension care.
How long does it take to install hair extensions?
A full head of Tape-In’s can be installed between 30 minutes to 1 hour, while I-Link and Flat-Tip can take up to 2 to 3 hours, and Kera-Link takes up to 3 to 4 hours.
What can I do with my hair once the extensions are in?
Anything from curling, blow-drying, flat-ironing, or any other style you want to try!
Can I brush my hair with extensions in place?
Absolutely! We recommend each customer uses Donna Bella’s hair extension brush, which are designed with staggered boar hair and nylon bristles, to allow you to brush through the points of hair extension attachment. This ensures proper care and maintenance.
Can I color my hair extensions?
Great news-- you sure can! If you need to color your extensions, here are our recommended tips:
- Always color the extensions before an install, avoiding the bonds.
- Be sure to only use a semi- or demi- permanent hair color, or direct dye.
- Never lift color. Only deposit up to two shades of the hair’s original color.
- Perform a strand test: before committing to the entire lot of extensions, test out the color on a strand to examine the results.
- Learn more about coloring extensions with this article.
PRO TIP: Stop using garbage bags and disposable plastics to color your extensions! Our Donna Bella Hair Coloring Mat is the perfect base prop to apply color to your extensions. Best of all, they are dishwasher-safe!
Why should I choose Donna Bella?
Donna Bella ensures the hair is top quality through ethical sourcing, expert crafting, and careful coloring processes. For an in-depth look about the quality of our extensions please visit our quality page.
Where does the hair come from?
Donna Bella is committed to upholding ethical and sustainable business practices. All of our hair is ethically sourced from women who receive proper compensation for the hair they’ve parted with. In many communities, this source of income can sustain their families for many months, and in some cases a year.