FAQ
Our team is here to help!
Email: info@thefolliclebrand.com
Instagram DM: @TheFollicleBrand (for quick texture consultations & general inquiries)
Support Hours: Monday through Friday, 9:00 AM – 5:00 PM Central Time (CT). Emails received after hours, on weekends, or on official U.S. holidays will be addressed the following business day.
📦 Shipping & Delivery Protocols
What are your order processing and shipping timelines?
Shipping Estimates: An estimated shipping delivery date is provided at checkout for your review prior to completing your purchase.
Standard Processing Time: Order processing takes an estimated 10 to 12 business days (Monday–Friday, excluding weekends and U.S. federal holidays). Please note that processing times are estimates and may vary slightly during high-volume or promotional periods.
Custom Texture Processing: To achieve the perfect seamless blend for our Nairobi Coily, Kenya Coily, and Caicos Curly textures, please allow an additional 5 crafting business days on top of the standard processing estimate.
Shipping Transit Time: Once processing is complete, your order ships via USPS with an estimated delivery window of 2 to 5 business days. Transit times are estimated carrier windows and are not guaranteed.
Order Tracking: You will receive automated email updates with tracking details as your order progresses!
Can I change or cancel my order after placing it?
We offer same-day modifications and cancellations. You have until 8:00 PM Central Time (CT) on the day your order is placed to request any changes (such as length adjustments or shipping address updates) or to cancel for a full refund. At 8:00 PM CT every business day, orders enter our official processing queue to ensure production moves forward without delay, and no further changes can be made.
What happens if my package is "Returned to Sender"?
If a package is returned to our facility due to an invalid shipping address, incomplete delivery details, or an uncollected delivery, our team will contact you once it is received.
- The customer is responsible for paying any secondary shipping fees required to re-ship the package.
- If we do not receive a response or reshipment payment within 3 business days of reaching out, a Store Credit will automatically be issued minus the original shipping fees and a $25 restocking fee.
What should I do if my tracking says "Delivered" but I cannot find my package?
Once a package is handed over to the courier (USPS), delivery liability rests directly with the shipping carrier. The Follicle Brand is not liable for missing, lost, or stolen packages marked as "Delivered." Please note that original shipping fees are strictly non-refundable under all circumstances.
When should I purchase my hair relative to my installation date?
We strongly recommend purchasing your hair at least 2-3 weeks prior to any scheduled hair appointments, travel, or special events. All listed processing and shipping windows are estimates only, and purchasing early allows ample buffer time for processing and potential carrier delays.
The Follicle Brand is strictly not responsible for stylist cancellation fees, lost salon deposits, or missed installation appointments due to timing or courier delays.
🔄 Cancellations, Returns & Store Credit
How do I initiate a return or request assistance?
To request a store credit return, report a defect, or ask for order assistance, you must email our team at info@thefolliclebrand.com within 48 hours of your parcel’s tracked delivery date. Please include your order number, reason for request, and clear photos of the unopened product with tags/ties intact. Requests submitted past this window or without prior email approval will not be processed.
What is your refund policy?
Due to federal health regulations and the hygienic nature of human hair products, The Follicle Brand DOES NOT issue cash, credit card, or original payment method refunds for returned orders. All eligible, approved returns will receive Store Credit only.
What are your cancellation and modification timelines?
Orders can be modified or canceled for a full refund up until 8:00 PM Central Time (CT) on the business day they were placed.
Once an order passes 8:00 PM CT, it enters our official procurement and fulfillment cycle.
Orders canceled after processing has begun but prior to shipment are eligible for Store Credit only, minus a $25 restocking fee. Once an order has shipped, it cannot be canceled.
Lifestyle & Quality
Which texture is right for me?
If you are unsure about which texture to choose, please DM us on IG @thefolliclebrand or email us a photo (info@thefolliclebrand.com) of your hair in natural light; Aliyah will provide her expert knowledge to ensure a perfect match!
How long will my extensions last?
With proper care, our vetted 100% raw & virgin human hair textures are designed to last!
Aliyah’s clients are constantly coming back for reinstalls with their same bundles, and Alyzae is still wearing units she’s had for five years!
Our hair is vetted for the long haul, not just the first install.
Can I use heat on kinky and coiled textures?
Definitely. Our hair is 100% human and can handle heat, just make sure you’re always using a good heat protectant to keep the curls/coils healthy.
However, we recommend keeping the FolliCurls and FolliCoils in their natural state. If you’re wanting that thick, fluffy, straight look, we recommend adding a FolliFlow texture (like Pressed Straight or Blow-Out Straight) to your collection instead. It’ll save you time and keep your curls perfect for the long haul!
Can I color the hair?
Absolutely. It’s 100% human hair, so it can handle a color change just like your own.
We always recommend taking it to a professional to keep the texture and curl pattern healthy. If you’re planning to go super light or do something bold, just remember: treat it with love so it stays juicy and soft.
How do I wash and how often?
This really depends on which "Folli" collection you’re wearing! Since our textures range from effortless to high-touch, we’ve broken down the 'how-to' for each one in the Texture Considerations section right below. Visit our YouTube Channel for step-by-step wash day and styling tutorials.
Pools? Oceans? Bodies of water?
Yes, girl! Get in the water and live your life (click for IG video proof!). Our hair is 'lifestyle tested,' so it can definitely handle a vacation.
Just a pro-tip: don't let that salt or chlorine sit in there. As soon as you’re out, give it a good wash/condition, and detangle it immediately. Basically, treat it like your own hair after a beach day and you’ll be golden.
*For our FolliCoils collection, we do not recommend salt water and chlorine*
Texture Considerations
FolliFlow
All hair is sold in its natural color (Natural Black) and can be lightened, bleached, and colored as desired!
Skill Level: Beginner Friendly. You can handle this.
Care & Products: Keep it light. Use a lightweight hair oil and a heat protectant. Don't over-saturate with heavy products; you want to keep that movement and "flow."
Necessities: Wide Tooth Comb, Satin Bonnet, Shower Brush
Wash:Â Every 2-3 weeks, or as desired. Subscribe to our youtube channel for full washing and styling tutorials!
Pro Tip: This texture is a "chameleon." It blends best with natural hair that has been blown out or silk-pressed.
FolliCurls
All hair is sold in its natural color (Natural Black) and can be lightened, bleached, and colored as desired!
Skill Level: Intermediate. You’ll need to get comfortable with a spray bottle and a Denman brush.
Care & Products: Moisture is your best friend. You’ll need a good leave-in conditioner, mousse, and a curl-defining cream. We recommend "co-washing" (washing with conditioner) to keep the curls from drying out.
Wash: Every 1-2 weeks, or as desired. Subscribe to our youtube channel for full washing and styling tutorials!
Necessities: Denman Brush, Satin Bonnet, Shower Brush, Unbrush, Satin Scrunchie
Pro Tip: Don’t brush this hair while it’s dry, unless you want the gorgeous Diana Ross look! Detangle when it’s soaking wet and loaded with conditioner.
FolliCoils
All hair is sold in its natural color (Natural Black) and can be lightened, bleached, and colored as desired!
Skill Level: Advanced/High-Touch. This texture requires the most love. It’s for the person who knows their way around a 4C routine and enjoys the ritual of hair care.
Care & Products: Think "Hydration." You’ll need thick, buttery creams and a high-quality spray bottle. Be prepared to section the hair during washes to prevent tangling at the roots.
Necessities: Denman Brush, Satin Bonnet, Shower Brush, Unbrush, Satin Scrunchie
Wash: This depends on how defined or voluminous you like your hair. It could range from every 3 days to every 2 weeks! Subscribe to our youtube channel for full washing and styling tutorials!
Pro Tip: These coils are rewarding but the most delicate. Treat them exactly like your natural crown- lots of water, lots of patience, and a satin bonnet every single night in a pineapple with a satin scrunchie!
