Frequently Asked Questions and Answers
QUESTIONS AND ANSWERS:
1 - ORDER
1.1 HOW TO PLACE AN ORDER?
Placing an order is extremely easy. You just need to explore our online store, add the items you want to purchase to the cart and complete the order.
1.2 HOW CAN I CONFIRM IF MY ORDER HAS BEEN PROPERLY REGISTERED?
1.3 HOW CAN I CHANGE OR CANCEL AN ORDER?
If you wish to modify or cancel your order, you must contact us as soon as possible via WhatsApp 937 739 484 so that we can make the change before shipping. If the order has already been sent, you can always request an exchange or return within the deadlines stipulated in the legal terms.
2 - SHIPPING AND DELIVERY
2.1 HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
Orders are only shipped on business days. All orders are sent the next day if the order is placed before 10am. If you place an order after this time, the order will be shipped on the second following business day.
Delivery times in mainland Portugal are 3 to 4 working days and to the islands are 4 to 5 working days. Delivery times are defined in working days, from Monday to Friday, excluding holidays.
Deadlines are merely indicative and Prima Donna Extensões is not responsible for any delays in deliveries.
2.2 WHAT TIME WILL MY ORDER ARRIVE?
Unfortunately, it is not possible to know the exact time the order will be delivered. Deliveries can be made between 8:00 am and 7:00 pm. However, if no one is there to receive the order, it will go to the nearest post office and you can collect it within a maximum period of 5 days.
2.3 HOW CAN I FIND OUT WHERE MY ORDER IS?
When your order is shipped, you will receive a code in your email to track your order on the post office website.
2.4 I SEE THAT MY ORDER HAS BEEN RETURNED. WHAT TO DO?
If for any reason you find that your order has been returned, you should contact our customer support line via Whatsapp 937739484 in order to check why it was returned and resolve the situation.
4 - PAYMENT
4.1 WHAT PAYMENT METHODS ARE AVAILABLE?
Prima Donna Extensions offers the possibility of paying for your order in several ways: ATM, Bank transfer or Credit card.
4.2 IS ONLINE PAYMENT SECURE?
Make your purchases with confidence at Prima Donna Extensions with the guarantee of maximum security! We focus all your attention on security issues regarding Internet payments.
4.3 IS VAT INCLUDED IN THE PRICES DISPLAYED?
All values shown on the website include VAT at the legal rate in force.
5 - EXCHANGES AND RETURNS
5.1 CAN I EXCHANGE OR RETURN MY ORDER?
Yes! You have 7 days after receiving your order to request an exchange or return of all or part of the order.
5.2 HOW TO MAKE AN EXCHANGE OR RETURN?
To make an exchange or return, you must send the hair extensions you wish to exchange or return, to the address: Rua Soares dos Reis 342, apt. 2.5 - Vila Nova de Gaia - Porto - 4400-311. Before making any exchange or return, read the store's terms and conditions of sale. You can send the order by post or any courier.
5.3 WHO PAYS RETURN SHIPPING COSTS?
All shipping costs, both outbound and return, are the responsibility of the customer.
6 - HAIR QUALITY
6.1 IS HAIR REALLY HUMAN?
Prima Donna Extensions only works with 100% human hair!
6.2 WHERE DOES HAIR COME FROM?
The hair in the Remy Line comes from India.
The Premium Line hair comes from Eastern Europe.
6.3 WHAT CARE SHOULD I APPLY TO EXTENSIONS?
As Prima Donna Extensions only works with 100% natural hair, you can treat the extensions in the same way as you would your own hair. However, it is important to remember that extensions are hair without roots, and therefore, do not receive natural nutrition. Therefore, we recommend using products based on argan oil or aloe vera to ensure that your hair always remains hydrated and soft.
6.4 CAN I APPLY CHEMICALS TO HAIR?
Similar to your natural hair, any chemical process such as coloring, bleaching or other technical treatments performed on the extensions can damage them. However, you can carry out these procedures, keeping in mind that Prima Donna Extensions will not be responsible for any unwanted results after altering the original hair. We always recommend using ammonia-free dyes.