Help Center

Help Center

There are three easy ways to reach out to us.

Email Us: info@donnabellahair.com

Call Us: (888) 424-7548

Text Us: 866-631-1522

Account

Why should I create an account?

Don't let the few extra seconds to create an account annoy you! Creating an account 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. info@donnabellahair.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 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.

Shipping

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:
• Standard: 4-6 Business Days (Mon-Fri) - $5 (Free on orders $175+)
• Express: 3 Business Days (Mon-Fri) - $10
• 2-Day: 2 Business Days (Mon-Fri) - $15
• Overnight: 1 Business Day (Mon-Fri) - $20
• Priority Overnight: 1 Business Day by 10:30 a.m. (Mon-Sat) - $25
• USPS Priority Mail (PO BOX, APO/AE, Guam, Puerto Rico): Delivery time dependent on location - $20
• USPS Priority Mail (Alaska and Hawaii): Delivery time dependent on location - $10

We use both US Postal Service and FedEx to ship your orders. We can help you select the best shipping option for your needs:

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.

Orders

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.

Free Shipping

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.

Returns & Exchanges

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.

   • Receive confirmation.

     Expect to receive an email confirming the approval or rejection of the return request within 5-7 business days.

   • 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

   • 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.

Reach out to us to initiate a replacement (we will need the broken tool sent back to us) at 888-424-7548 or through info@donnabellahair.com.

Payments

Afterpay FAQs

What is Installments with Afterpay?

Installments with Afterpay is a service that allows you to make purchases now and pay for them over time. To learn more, visit www.afterpay.com.

How do I use Installments with Afterpay?

Simply shop online and add items to your shopping bags and checkout as normal. At the checkout, choose Installments with Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, while returning customers simply log in to make their purchase. It's that easy!

Please note that all items in your shopping bag must be eligible for Installments with Afterpay. A minimum purchase amount may apply, and you must meet additional eligibility requirements to qualify.

Where can I use Installments with Afterpay?

Installments with Afterpay can only be applied to purchases made on https://donnabellahair.com. Payment options depend on purchase amount.

Can I use Installments with Afterpay if I'm an international customer?

Afterpay is only offered to customers who have a US billing address, US shipping address, a US credit card, debit card, or bank account, and a US mobile phone number. Customers with international billing addresses, shipping addresses, and/or phone numbers will not be able to set up an account with Afterpay.

How does the payment schedule work?

For pay-in-4 payments, generally customers are required to make their down payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method.

For monthly payments, customers may be required to make a down payment at the time of purchase. The remaining payments will be deducted every month from your payment method until all scheduled payments are complete.

For all Afterpay payments, you can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

Where can I find common questions about payments?

Check out the Afterpay Payments FAQ.

When will my items be delivered if I use Installments with Afterpay?

Afterpay orders are delivered pursuant to delivery time frames presented by Donna Bella Hair after you complete your order online.

Is there a limit to how much I can spend on a single transaction?

Yes, transaction value limits apply to purchases made on https://donnabellahair.com using installments by Afterpay.

Are there products that are not eligible for purchase using Installments with Afterpay?

There are certain items that are restricted from purchase using Afterpay.

How do I return or exchange an item purchased using Installments with Afterpay?

Subject to Donna Bella Hair return and refund policies, if you have changed your mind, you may be able to return your Afterpay purchase for a refund. Please check that your return or exchange meets Donna Bella Hair Return policy here. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase to Afterpay.

If you are fully returning items you purchased using the monthly payments option and a refund is owed, any amounts paid towards the good or service will be refunded; any interest that has already been paid will not be refunded. You may be charged interest for the period of time before your refund is processed.

If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com.

What happens if I don't pay my Afterpay installments on time?

You will be prevented from using Afterpay, and you may be charged a late fee.

What happens if I have a partial refund, and how does that affect my payments?

Afterpay will be notified once your refund is processed.

If you purchased using pay-in-4, your payment plan will be automatically adjusted to reflect the new total order value, starting with the last payment and working backward. In the case where a refund amount is larger than 25% of the total order, Afterpay will eliminate the fourth installment payment and apply the remaining amount to your earlier payments.

If you purchased using monthly payments, interest already paid will not be refunded. Any amounts paid toward the good or service will be adjusted, and interest will be recalculated based on the adjusted amount.

Does Afterpay charge interest?

Pay-in-4 purchases are always interest-free. Monthly payments may include interest. If your installment loan includes interest, you will be able to see the amount you will owe before completing the purchase.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms of Service, Pay-in-4 Installment Agreement, Monthly Payment Loan Agreement, as well as Afterpay's Privacy Policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via a web form found here.

Cash App FAQs

What is Cash App Pay?

Cash App Pay is a fast and simple payment method that allows Cash App customers to pay for purchases either by scanning a simple QR code or by tapping Cash App Pay at checkout to be redirected to Cash App. Cash App Pay is only available when you shop online.

How do I use Cash App Pay online from my desktop?

1. Select Cash App Pay as your payment method during checkout.
2. Hold your mobile phone camera or Cash App's QR scanner over the QR code generated on your desktop to scan it.
3. Follow the prompts on your mobile device to complete the transaction.

How do I use Cash App Pay online from my mobile device?

1. Select Cash App Pay as your payment method during checkout.
2. You will be redirected to Cash App.
3. Follow the prompts on your mobile device to complete the transaction.

How do I use Cash App Pay in stores?

Unfortunately, Cash App Pay is not yet available in Donna Bella Hair stores.

Where do Cash App Pay funds come from?

Cash App Pay will first attempt to debit the customer's stored balance. If the balance doesn't cover the transaction total, 100% will be charged to a linked debit card.

Can I use Cash App Pay if I am an international customer?

Cash App Pay is only available in the United States at this time.

How can I return an item I purchased with Cash App Pay?

Cash App Pay returns follow our standard return policy. Cash App Pay transactions originating from the stored balance in the app will be refunded to the customer's Cash App account balance. Cash App Pay transactions originating from a linked debit card or bank account will be refunded to the original card or bank account.

How do I request a Cash App Pay refund?

Customers seeking a refund for their Cash App Pay payment must request a refund from the merchant directly. Should the merchant refund the transaction, it can take up to 10 business days for Cash App to receive the refund. As soon as Cash App receives the refund, the funds will automatically appear in your Cash App balance or linked debit card.

If you have any questions before 14 days have passed, please reach out directly to the merchant. If the refund does not appear within 14 days, please reach out to Cash App.

How do I contact Cash App customer support?

To speak to a Cash App Support representative, please contact support through your Cash App or cash.app/help.

To contact Cash App Support through the app:

1. Tap the profile icon on your Cash App home screen.
2. Scroll down and tap Cash App Support.
3. Tap Something Else.
4. Navigate to your issue.
5. Tap Contact Support.

To contact Cash App Support on the web:

1. Navigate to cash.app/help.
2. Scroll down on this page and click the "Contact Support" link at the

Frequently Asked Questions

First Timers

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.

If you want to learn how to work with hair extensions, enroll in our Online Education Program, or check out our blog for more info.

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?

Each pack of Kera-Link, I-Link, and Flat-Tip has 20 strands, while Tape-In packs include 10 individual wefts. Our Clip-Ins include several strands varying in size.

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 is 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 in 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.

Hair Extensions

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-Ins 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 is 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!

Donna Bella

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 at 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.