FAQ
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Frequently asked questions
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
We accept returns on unused items within 7 days of delivery, provided the item is unworn, unaltered, and in its original packaging with all tags, seals, and hygiene protections intact. Proof of purchase is required.
For hygiene reasons, we cannot accept returns on items that have been worn, brushed, styled, washed, cut, or tampered with. All claims will be carefully inspected and reviewed on a case-by-case basis. We reserve the right to determine whether the damage occurred prior to delivery or as a result of use.
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with your order number and photos of the issue — we'll offer a replacement, store credit, or a full refund where applicable.
Return shipping costs are the customer's responsibility unless the item was damaged, defective, or incorrect. We recommend using a tracked courier service.
When will I get my order?
Your order is our priority. We process all orders within 1 to 2 business days. Once shipped, you'll receive an email with your tracking number. Standard delivery takes 3 to 5 business days, while our Saver option takes 5 to 10 business days.
How do I track my order?
Once your order has been dispatched, you'll receive an email notification containing your waybill number and a tracking link so you can follow your delivery every step of the way.
How much does shipping cost?
Your shipping cost depends on where you're located and what you're ordering. We'll show you the exact price at checkout before you complete your purchase. Expect to pay between R79 and R109. Shipping is free for orders over R850.
Do you ship nationwide?
Yes, we ship across South Africa. Delivery times and costs will be calculated at checkout.
Where are your products manufactured?
Roxstar Hair products are sourced from trusted local and international suppliers. Each product is carefully selected for quality and value, then inspected, prepared, and packaged under our brand before being shipped to customers.
What are your wigs and extensions made from?
All of our products are made from high-quality matte silk fibres designed to mimic the look and feel of real hair - without the high maintenance or high price tag.
Can I heat style the hair?
Our fibres are designed to hold their style beautifully. Some items may be heat-resistant up to a certain temperature, but we recommend checking the product description before applying heat to avoid damage.
How long do the wigs and extensions last?
When cared for properly, your hair can maintain their quality for 2-3 years or beyond. Longevity ultimately comes down to your wearing frequency and maintenance routine.
Do the fibres tangle?
Like most fibers, some tangling can occur depending on the type and usage - but we also carry tangle-resistant options that make upkeep much easier.
Will the extensions damage my natural hair?
Not at all! Our clip-in and easy-install pieces are designed to be gentle and non-damaging when used correctly.
How do I care for my hair?
- Gently detangle using a wide-tooth comb
- Wash with cold water and mild shampoo
- Let air dry (avoid heat unless specified)
- Store properly to maintain shape and quality
For a more detailed guide on caring for your hair, please see our Hair Care Guide.
Can I dye or tone the hair?
No, the fibres cannot be dyed or chemically treated. We recommend choosing a shade that closely matches your desired look.
Are your products suitable for thin hair?
Absolutely. Our extensions are perfect for adding volume and length, especially for those with fine or thin hair.
How easy are your extensions to install?
Very easy! Most of our pieces can be installed in seconds to minutes - no professional help needed. Perfect for quick transformations.
Can I wear the hair daily?
Yes, our products are designed for both everyday wear and special occasions. Just be sure to follow proper care routines to keep them looking their best.
How do I choose the right colour?
We recommend matching the extensions to the mid-lengths and ends of your natural hair rather than the roots for the most seamless blend.
Will the hair look natural?
Yes! Our matte silk fibres are specifically chosen to avoid that overly shiny “synthetic” look, giving you a more natural, effortless finish.
What payment options do you provide?
We offer secure payment through Paystack, a trusted and encrypted payment gateway. At checkout, you can pay using:
- Credit or debit card
- EFT (Electronic Funds Transfer)
All transactions are processed securely, and your payment information is never stored on our site.
How do I contact you?
You can reach us by emailing support@roxstarhair.com or by visiting our Contact Us page to send us a message or give us a call.
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