FREQUENTLY ASKED QUESTIONS
WHAT MAKES MUSE + VALE HAIR DIFFERENT?
MUSE + VALE HAIR EXTENSIONS are crafted using premium Remy Asian human hair with a super double drawn finish for exceptional fullness from root to tip. Our collections are designed to deliver refined luxury, seamless blending and long lasting softness while maintaining a naturally elevated appearance.
ARE YOUR EXTENSIONS MADE FROM REAL HUMAN HAIR?
Yes. Our extensions are made using premium Remy human hair, meaning the hair cuticles remain aligned in the same direction to help maintain softness, shine and minimise tangling.
IS YOUR HAIR ETHICALLY SOURCED?
Yes. At MUSE + VALE HAIR EXTENSIONS, we are committed to sourcing our hair responsibly and ethically.
Our premium Remy human hair is collected through trusted sourcing channels where donors are treated with fairness, dignity and respect. Donors are compensated appropriately for their hair, and the hair is voluntarily collected through cutting and thinning methods only, never through forced shaving practices.
We work closely with suppliers who share our standards for ethical sourcing, quality control and responsible production practices.
While human hair is a natural and globally sourced product, we continually strive to partner with suppliers who align with our values of integrity, transparency and respect for the individuals involved throughout the sourcing process.
DO YOU CARE ABOUT SUSTAINABILITY?
Yes. We believe luxury and responsibility should exist together.
At MUSE + VALE HAIR EXTENSIONS, we are conscious of our environmental impact and continually look for ways to make more thoughtful choices across our brand and packaging.
Where possible, our packaging materials are recyclable, reusable or responsibly sourced. We aim to minimise unnecessary waste while still delivering the elevated experience our customers know and love.
As our brand grows, we remain committed to improving our sustainability practices and making more environmentally conscious decisions wherever possible.
WHAT DOES “DOUBLE DRAWN” MEAN?
Double drawn hair means shorter hairs have been carefully removed so the hair maintains thickness and fullness throughout the lengths and ends for a more luxurious finish.
CAN I STYLE THE HAIR?
Yes. Our extensions can be curled, waved and heat styled similarly to your natural hair. However, excessive heat may reduce the lifespan of the hair, so we always recommend using a heat protectant and keeping styling temperatures moderate.
CAN I COLOUR OR TONE THE HAIR?
As our extensions are made from real human hair, they may be coloured or toned by a qualified professional. However, we do not recommend bleaching the hair. Any colouring, toning or chemical processing is undertaken entirely at your own risk and voids eligibility for returns or claims.
WILL THE HAIR STAY THE SAME COLOUR FOREVER?
No. Human hair extensions may naturally experience fading, tonal change or discolouration over time due to factors including heat styling, UV exposure, hard water, chlorine, hair products, purple shampoos, fake tan, makeup, perfume, environmental factors and general wear.
This is considered normal for luxury human hair extensions and not a product fault.
HOW LONG DO THE EXTENSIONS LAST?
The lifespan of hair extensions varies depending on the fitting method, maintenance routine, lifestyle, aftercare and frequency of heat styling. With proper care, our extensions are designed for long-lasting wear, however we cannot guarantee an exact lifespan as every client’s routine and usage differs. Through testing we have found it lasts up to a year and in some cases more.
HOW DO I CHOOSE THE RIGHT SHADE?
We recommend comparing your hair colour in natural lighting and matching to the mid-lengths and ends of your hair. If you require assistance, our team can help guide you with shade selection.
CAN I CHANGE OR CANCEL MY ORDER?
We aim to process orders quickly, therefore changes or cancellations may not always be possible once an order has been placed. Please contact us as soon as possible and we will do our best to assist.
DO YOU OFFER INTERNATIONAL SHIPPING?
No, at the moment it is the UK and Ireland.
HOW LONG DOES DELIVERY TAKE?
United Kingdom orders are typically delivered within 2–4 working days after dispatch depending on the shipping method selected.
Please note all delivery timeframes are estimates and are not guaranteed.
WILL I RECEIVE TRACKING INFORMATION?
Yes. Once your order has been dispatched, you will receive a confirmation email with tracking details where applicable.
ARE CUSTOMS FEES INCLUDED?
International orders may be subject to customs duties, taxes or import charges depending on your country. These charges are the responsibility of the customer.
CAN I RETURN MY HAIR EXTENSIONS?
Due to hygiene reasons, hair extensions may only be returned if unopened, unused and in their original condition in accordance with our Refund Policy.
Extensions that have been opened, worn, fitted, brushed, toned, coloured, washed or altered in any way are not eligible for return.
WHAT IF MY ITEM ARRIVES FAULTY?
Products must be inspected before fitting or altering. If you believe you have received a faulty item, please contact us within 48 hours of delivery with your order number and clear photographs.
Please note that issues caused by fitting, improper aftercare, colouring, chemical processing, excessive heat, wear and tear or third-party salon services are not considered manufacturing faults.
HOW SHOULD I CARE FOR MY EXTENSIONS?
We recommend:
• using sulphate-free and extension safe products
• brushing gently with an extension brush
• avoiding excessive heat styling
• sleeping with hair tied loosely
• never sleeping with wet hair
• avoiding chlorine and salt water where possible
- Use a small amount of oil daily on the mid to ends to keep moisturised and use a deep treatment weekly.
- booking regular maintenance appointments if professionally fitted
Proper aftercare is essential to maintaining the appearance and longevity of your extensions.
CAN HARD WATER AFFECT MY EXTENSIONS?
Yes. Hard water and mineral build-up can contribute to dryness, brassiness, tangling and discolouration over time, particularly with lighter shades.
CAN I SWIM WITH MY EXTENSIONS?
We recommend avoiding chlorine and salt water as these can dry the hair and contribute to tangling, colour fading and reduced longevity.
DO YOU RECOMMEND PROFESSIONAL FITTING?
Yes. We strongly recommend all extensions are fitted, maintained and removed by a qualified professional to ensure the best results and minimise potential damage.
ARE YOU RESPONSIBLE FOR THIRD-PARTY FITTING SERVICES?
No. MUSE + VALE HAIR EXTENSIONS is not liable for issues arising from third-party salon or stylist services, including incorrect fitting, removal, colouring or maintenance.
CONTACT
If you have any further questions, please contact our team at:
We are always happy to assist.
