Customer Service
FAQ
RETURNS
RETURN & EXCHANGE POLICY
You have the right to return your product for a refund or color exchange, provided that you contact us within 30 days from the day on which you receive your Hidden Crown® and they have not been worn, and the seal, hangtag, or zip ties have not been broken,otherwise they will be deemed exempt of refund or exchange.
This also means that you can’t fully try on the hair –even if briefly! If you remove the hair and remove the two zip ties that tie it up, it is ineligible for return. You can always reach out for help color matching your extension.
If an item is determined to be used or tampered with, you will be notified via email and your order will be returned to you as a courtesy.
Returns must be requested within 30 days of receipt of delivery.
Bundle Return Policy: Bundles are sold as a single package and must be returned together, unopened, to qualify for a refund or exchange. Partial returns of individual items will not be accepted.
HOW TO MAKE A RETURN
All items, including product accessories, must be shipped back unopened in its original packaging or a return will not be issued. The extensions must NOT have been worn, and the seal, hangtag, or zip ties cannot be broken. Initiate a return request through our Return Portal at https://hiddencrownhair.com/apps/returns with your email address and the PO number found on the packing slip.
This is the 5 digit number with no dashes or slashes. You are responsible for exchange and return shipping costs.
NON-RETURNABLE OPENED PACKAGE POLICY
Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW open items to be returned for the safety of all of our clients. We are not unlike many other human hair extension companies as this is a sanitary issue.
In the case of hair extensions, your right to return is only valid if the hair extensions have not been removed from its original packaging and are in their original brand new sealed condition and the seal, hangtag, or zip ties have not been broken or removed.
For any questions regarding a return or exchange, please contact us at contact@hiddencrown.comor you can now text us at 1-866-994-3715.
SHIPPING
Orders received before 5:00 p.m. ET (3:00 p.m. MT) will ship the same business day, unless there is an unavoidable delay. Orders received after 5:00 p.m. ET (3:00 p.m. MT) will be shipped the following business day. Please note that business days refer to Monday - Friday and exclude holidays and weekends (see below). This means that if you place an order after 5:00 p.m. ET (3:00 p.m. MT) on a Friday, it will ship the following Monday.
FedEx Overnight shipments placed after 5:00 p.m. ET (3:00 p.m. MT) on Friday will not be shipped from our warehouse until Monday and will not arrive to your location until Tuesday.
All Shipments are FOB Salt Lake City, Utah. We cannot guarantee the performance of our carriers. We will assist our customers in any deficiency in third-party shipping services but are not responsible for such deficiencies. All orders are therefore insured for the value of the shipment by the third-party service.
Hidden Crown will do everything in our power to ensure prompt delivery on all orders. However, due to acts of nature and other issues, there are times when our chosen carriers are not able to perform the service requested. Hidden Crown cannot issue refunds for shipping charges for delayed packages.
Please note, international shipments (including Canada) are subject to duties and taxes that are charged upon delivery. The package recipient is responsible for all duties and taxes.
frequently asked questions
What is the quality of Hidden Crown® hair?
Hidden Crown® Hair Extensions has the finest quality human REMY hair to add instant length and volume. This is the same amount of hair that you’d purchase in a full set of clip or bonded extensions.
REMY hair is the highest grade of human hair on the market. This is because the hair still has its outer cuticle layer and all the follicles face the same direction. This makes your Hidden Crown® last longer, stay shinier, feel silky, and stay tangle free.
Hidden Crown® is also a double-drawn hair extension. This means that the strands are the same thickness from root to tip rather than becoming wispy at the ends. This process is very laborious, resulting in a bit higher price, but the very best quality.
REMY hair is the highest grade of human hair on the market. This is because the hair still has its outer cuticle layer and all the follicles face the same direction. This makes your Hidden Crown® last longer, stay shinier, feel silky, and stay tangle free.
Hidden Crown® is also a double-drawn hair extension. This means that the strands are the same thickness from root to tip rather than becoming wispy at the ends. This process is very laborious, resulting in a bit higher price, but the very best quality.
What is the Difference between Hidden Crown and the Daydream Extensions?
Our signature Hidden Crown® simply has more hair and Thick Ends (double drawn). Daydream hair is about 35% less hair and has natural ends, like your own natural hair. Natural ends are the most common type of hair used in most extension brands. Very few companies sell double-drawn hair because it is a much more expensive and rare hair. They are both made with the highest quality REMY hair.
WHAT IS REMY HAIR?
REMY hair is not a brand, but a grading system for hair extensions. It’s considered the finest quality because, unlike non-remy hair extensions, the cuticles are kept intact and not stripped. Preserving the hairs’ cuticles and aligning them creates extensions that are completely natural in appearance, keeps them soft, and they’re less likely to tangle.
HOW DOES THE HIDDEN CROWN STAY IN PLACE?
Hidden Crown® has an invisible wire that simply sits on your head and is undetectable. It takes less than a minute to put on and literally only one second to remove. It’s the perfect extension for anyone with thin or damaged hair because it is free of glue, clips, tape, and other problem causing attachments.
Instead of attaching directly to your hair, the Hidden Crown® uses the weight of your own hair that’s pulled over the wire to securely hold the extension in place. You can wear them throughout the day without having to worry that they’re going to fall out. We do not recommend working out, sleeping or swimming in your extensions as they are likely to get damaged and tangled while doing so.
Instead of attaching directly to your hair, the Hidden Crown® uses the weight of your own hair that’s pulled over the wire to securely hold the extension in place. You can wear them throughout the day without having to worry that they’re going to fall out. We do not recommend working out, sleeping or swimming in your extensions as they are likely to get damaged and tangled while doing so.
HOW LONG WILL MY HIDDEN CROWN HAIR EXTENSIONS LAST?
The lifespan of your Hidden Crown®®will depend on how often you wear it and how well you take care of it. Your extensions could last up to a year or more.
For the longest life, you want to avoid excessive heat, excessive brushing, and excessive washing. Do not use any heat protectant or styling products on the Hidden Crown® Hair Extension. Styling products have chemicals in them that are not meant for dead, processed hair extensions. Because of this, it is likely that these products will cause drying, damage, matting, and severe tangling. Anything you put in your own hair besides hairspray can rub off onto the extension so be mindful.
For the longest life, you want to avoid excessive heat, excessive brushing, and excessive washing. Do not use any heat protectant or styling products on the Hidden Crown® Hair Extension. Styling products have chemicals in them that are not meant for dead, processed hair extensions. Because of this, it is likely that these products will cause drying, damage, matting, and severe tangling. Anything you put in your own hair besides hairspray can rub off onto the extension so be mindful.
HOW OFTEN SHOULD I WASH MY EXTENSIONS?
Try to wash your Hidden Crown® only when it’s 100% necessary. You should aim to wash every 2-4 months or when you feel there is a lot of product buildup making it difficult to style. Since the hair is not attached to your scalp, it will not receive natural oils so you don’t need to wash it as often as you would your own hair. Stay away from shampoos/conditioners with sulphate and use hydrating conditioners if possible.
HOW DO I KNOW WHAT PRODUCT TO ORDER?
Deciding on which extension depends on how long and thick you want your hair to be with the extension on. Regardless of your hair type you will likely need to blend your hair with any extensions with heat tools. I have short fine/thin hair and can wear every single product we offer. If you want to send a photo of your hair in natural light like this and what look you are trying to achieve we can better advise you!
CAN I COLOR MY HIDDEN CROWN EXTENSIONS?
Yes you can. Because our hair is 100% human hair all collections can be dyed. Just note that you should only use semi or demi permanent hair dye. You should never ever lift the color, only deposit it. You want to keep your hair healthy. Color darker, never lighter. Please note that dying your hair extensions does void our warranty.
Though we have many colors, many customers deposit color to the extensions in order to achieve their perfect color match. Generally going 2 shades darker is not a problem, but we recommend always doing a test strand first as the extensions will absorb color faster than normal hair. We advise against lightening Hidden Crown® Hair Extensions® in any way, because the extension has already been color processed. Just as bleaching agents may cause damage to your own natural hair, it can severely damage the extensions. It’s best to seek professional assistance as we cannot guarantee results or be held responsible for any failed color attempts. You can find many YouTube tutorials on how to color human REMY hair extensions, but doing so will VOID any responsibility on Hidden Crown’s® behalf regarding the extension hair.
If you ordered the wrong color, don’t worry. You may exchange your Hidden Crown® for a different color. You are responsible for exchange and return shipping costs. Please see our return & exchange instructions here.
Though we have many colors, many customers deposit color to the extensions in order to achieve their perfect color match. Generally going 2 shades darker is not a problem, but we recommend always doing a test strand first as the extensions will absorb color faster than normal hair. We advise against lightening Hidden Crown® Hair Extensions® in any way, because the extension has already been color processed. Just as bleaching agents may cause damage to your own natural hair, it can severely damage the extensions. It’s best to seek professional assistance as we cannot guarantee results or be held responsible for any failed color attempts. You can find many YouTube tutorials on how to color human REMY hair extensions, but doing so will VOID any responsibility on Hidden Crown’s® behalf regarding the extension hair.
If you ordered the wrong color, don’t worry. You may exchange your Hidden Crown® for a different color. You are responsible for exchange and return shipping costs. Please see our return & exchange instructions here.
CAN I CUT AND CURL MY HIDDEN CROWN HAIR?
They can safely be trimmed, curled, straightened. We recommend a maximum temperature setting of approx. 180c / 350f to avoid damaging your extensions.
WHAT IF MY PACKAGE IS LOST OR STOLEN?
We automatically add Route shipping insurance on all orders. This item is a small percentage of your total order value, but it will assure that your shipment is covered. If a package is lost in transit, or stolen a claim can be filed with Route and they will replace the product. If Route was not purchased on the original order, we are not responsible for lost or stolen items as well as addresses that are incorrect. You will have to file a claim with the carrier. It is important you verify all information before placing your order.
We automatically add Route shipping insurance on all orders. This item is a small percentage of your total order value, but it will assure that your shipment is covered. If a package is lost in transit, or stolen a claim can be filed with Route and they will replace the product. If Route was not purchased on the original order, we are not responsible for lost or stolen items as well as addresses that are incorrect. You will have to file a claim with the carrier. It is important you verify all information before placing your order.
CAN I APPLY MY HIDDEN CROWN EXTENSION MYSELF?
Yes, all of our extensions are temporary extensions, made to be applied without a professional stylist. However, many customers choose to take their extensions to their stylists for trimming and help with fitting if needed.
FOR INTERNATIONAL ORDERS, WHO PAYS FOR DUTIES AND FEES?
For international orders, customers will be responsible for any duties and fees upon delivery.