VELLÓ Hair — Frequently Asked Questions

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How should I care for my VELLŌ hair?

Use sulphate-free shampoo, silicone-free conditioner and avoid oils, purple shampoo, heavy creams or clarifying products.

Maximum heat: 180°C.

Can I colour or tone the hair?

No. Any colouring, toning or bleaching voids warranty.

Do you accept returns?

Yes — unused hair only, unopened, security ties intact, returned within 14 days.

Do you accept returns for custom colours?

No. Custom colours are final sale.

What if I think my hair has an issue?

You must contact us within 7 days of receiving your order with:

    •    Photos/videos

    •    Product list

    •    Heat details

    •    Confirmation of any colouring

    •    Installation details

What does your warranty cover?

Manufacturing faults only — not aftercare, product misuse, heat, lifestyle or installation.

Will I get replacement hair?

Replacement is not guaranteed.

It is only considered where a verified manufacturing defect is confirmed and aftercare has been correctly followed.

Do you assess application/fitting?

No — as a manufacturer, we do not assess stylist technique or installation issues.