Help Center

Creation

Schwan Hair was created to provide our customers with nothing less than top notch luxury raw hair. Our mission is to be the trusted number 1, go to online shop for true, authentic and raw hair globally. The idea was built on personal frustration with online and social media companies, promising customers the best hair. However, reality is often very different and customers have voiced their frustrations all over the internet and sellers still find ways to take advantage of trusting people.

Our Promise

This is now about to change. Our products have undergone a long and thorough vetting process. Over the last 5 years (since 2015) we have thoroughly researched and vetted the best hair sources possibly available to ensure that quality meets ethics during production and that the hair wefting process is up to par with our already high standards. We are proudly sharing and presenting the results  of our hard work with you. Schwan Hair is ever evolving and constantly adding new products to our extensive luxury brand and we are confident that you will not only walk away happy, but also refer us to your friends and come back for more. We promise to be consistent with our quality and to only provide you with the purest form of luxury - Raw Hair ONLY!

We can think of 5 reasons why you should chose Schwan Hair 

• Ethically sourced raw human hair - we have carefully vetted and handpicked our hair as quality is more important to us than providing cheap hair in quantity 
  
• Naturally occurring real hair patterns - we do not chemically process our hair and provide clean, raw hair in its purest form. Any product pictures on this website are not digitally altered - what you see is what you get!
  
• Guaranteed 100% real hair from 1 hair donor per bundle - tangle free hair collected from the same source, which blends in so well that people will think it is your real hair.
  
• No chemicals, additives or synthetic fibers - we do not support chemical processing and do NOT offer hair of that sort on our website. In this way we are ensuring your scalp will remain healthy and unaffected by external (chemical factors) avoiding irritable, itchy, scaling scalp or dandruff. 
  
• Thick and healthy bundles - we guarantee that your hair will be luscious and great quality ALWAYS and 100% 
  

See for yourself - Shop here

To shop with us, you will need to be:

1) a minimum age of 16 years old

2) have a credit or debit card that we accept (see bottom of the page for all acceptable payment methods)

3) be authorised the payment method (e.g. it is in your name or have permission to use it)

If the above does not apply, we may cancel your order for security purposes. If you are younger than 16 years old, your parents can make a purchase for you and would need to get in touch with us for any further issues or correspondence)

Please be sure to have carefully decided before placing your order with us, as all orders are final and cannot be cancelled after payment has been accepted. You should receive a confirmation email after placing your order. We accept various payment methods, please see the bottom of our website for more accepted payment methods. 

All orders are subject to availability, but in the rare case of any products being out of stock, we will let you know immediately. We may cancel an order if we observe suspicious activity - please click here to read our "fair use" policy. We aim to provide you with the best buying experience and we work tirelessly to make sure our customers are happy. 

If you have never dyed, relaxed, permed or altered your own hair in any chemical way, then it would be in its most purest form. That's exactly the concept of raw hair and what we offer at Schwan Hair - nothing but pure, authentic hair collected from women in Southeast Asia.

True raw hair is hard to find on the market, as it's expensive and laborious to manufacture. Our extensions are cut from a single human donor, cleaned and wefted in cuticle alignment with the highest precision and craftsmanship to ensure longevity and durability of our hair extensions. Our quality speaks for itself and has been proven to last 5x longer than your average "virgin hair" extensions.

Unlike most virgin hair companies, our philosophy is to be transparent about the origin of our hair and to always provide you with 100% authentic and chemically unprocessed, quality hair extensions that you'll be able to enjoy for several years if well taken care of. 

Virgin Hair:

The misleading term "Virgin Hair" (VH) has become a hallmark for China-made extensions and doesn't translate to "pure, untouched" hair anymore. The most popular kinds of VH are "Peruvian, Brazilian, Mongolian and Malaysian Hair". This doesn't actually indicate the origin of hair, rather is an alluring way to present the chemically acquired textures for solely marketing and monetary purposes. VH is also distinctively graded as 10A, 9A, 8A... and so on or AAA or AAAAA to enhance sales strategies. Unfortunately, the source of those bundles are unknown and collected from multiple, different sources (i.e. fallen hair, floor hair or ball hair). In this way these extensions are no longer cuticle aligned, which ultimately is the root cause of tangling. The number one tell sign of virgin hair is the smell and feel. It will smell like plastic, chemicals or corn chips/ crips and feel "slippery and greasy" fresh out the pack. 

Raw Hair:

Schwan Hair is UK's leading Raw Hair Extension Company specialising in 100% authentic Southeast Asian Hair. Raw hair (RH) has been collected from one human donor per bundle, of known origin, and has been wefted in its natural growth direction respective of all in-tact cuticles. This is the highest quality hair currently available on today's market, making Schwan Hair a true luxury brand. Our raw hair is 100% authentic, unprocessed, without the presence of chemicals or silicons, doesn't have a smell, feels "familiar" being 100% true to its native origin and structurally behave according to their genetic markup. RH usually is lower in lustre and coarse, but feels very soft. It often has a rougher appearance compared to the processed VH, due to the absence of silicons and chemicals. However, its textures genuinely occur in nature (unless stated otherwise) and are seamlessly blended into most hair types. 

Schwan Hair is all about feeling beautiful and confident with non-traditional beauty standards. Our mission is to empower women to be proud of their natural hair and compliment it with 100% authentic and realistic hair extensions, whether that is for extra length, volume or a completely new look altogether.

What makes Schwan Hair a true luxury product is the time, money and passion invested into the careful selection and vetting of our hair sources. The attention to detail, the craftsmanship of creating strong, durable single wefts and the design of our products has become our signature hallmark. Together with our promise of always offering our customers with 100% authentic and chemically unprocessed hair, we are proud to provide real hair that acts and mimics your own.

What is the difference between all these hair types?

- Indian Hair: famous for their durability and longevity, strong strands, high to medium lustre, micro-waves in individual hair strands, slight frizz and perfect/ almost undetectable blend with most hair types. Curly and wavy Indian hair often resemble those of Afro, Caribbean and Latin American women due to their unique hair texture.

- Cambodian Hair: well known for their coarseness and long, thick tresses, medium lustre but slightly lower than Indian hair. Cambodian hair are straight and wavy by nature. This hair origin is perfect for styling and is capable of holding curls and waves for days - perfect for your Hollywood curls.

- Vietnamese Hair: Vietnamese hair is often found straight in nature and may vary with subtle waves. This hair type is finer and higher in lustre than Cambodian Hair but almost feels "related" and can withstand humid conditions. Vietnamese hair blends amazingly well with Asian, Caucasian and relaxed hair types.

- Burmese Hair: very exotic and durable, often found straight in nature but are offered steamed. This curly pattern is our most exotic hair type as it is known to seamlessly blend with girls that rock their natural curls. Left to air-dry the curls are lush, bouncy and soft - a must try!

We have tried every single item on our website and are 100% certain you will see, feel and smell the difference in quality!

"Sisters, not twins" is our company slogan which is a referral to the nature of our hair collection process. All bundles are unique and from single donors. Therefore, please note that though similar to each other, not every bundle is 100% identical and may slightly vary in colour or texture, but will be "related" or true to its native origin per collection.

Please get in touch for any custom wig enquiries before purchasing this service as processing times may vary depending on current work orders - please click here.

We offer personalised, bespoke lace wigs according to your head measurements. This service is completely tailored to you and will be made in line with your requirements. Due to the custom nature of this service, wigs are specially made for an individual and are subject to health and safety regulations, therefore excluded from our Returns Policy. Typical processing time is 14 days excluding shipping time. 

Placing an order is very easy and seamless. We've made it very easy to understand your preferred density of your bespoke unit. Simply add your desired quantity of bundles and type of lace i.e. closure or frontal to your shopping cart, opt in for the "wig service" at an additional cost and type in your personalised head measurements in the comment box. 

Don't worry, we won't ever customise your wig or bleach the knots, giving you or your professional hair stylist full control over your styling. Your lace will already be pre-plucked so that minimal effort is required to style your wig.

Alternatively, you can get in touch and speak to one helpful advisors before you make your decision. We will then send you an electronic invoice to your email with a personalised payment link. You can pay online through our secure payment portal that will guide you through checkout via our schwanhair.com website. Simply select and pay with any of the major payment methods supported at the footer of our website, incl. PayPal and even Klarna. The payment link with guided instructions will be sent to you via email. 

Please note that we quality inspect every single product on our website, including our wigs. We will not send you a wig that isn't up to par with our high quality standards and quality reports are always produced and securely stored in customer's profiles. If you should have any genuine concerns feel free to get in touch with us within 3 days of receipt and we will look to accommodate your request. Please read here. Should you have styled, worn, customised, washed, bleached or cut the wig before getting in touch with us, we will no longer be able to intervene due to health and safety regulations our returns policy will be void and. Please read more here -  Damage through maintenance                                                              

Hey, we get it! It can be daunting, but with our easy step by step guide, you can measure your own head alone, or with the help of a friend very easily. Simply follow these steps and pick one of the average sizing categories S,M,L. 

1. 1 - Circumference: Measure around the head and place your tape closely around the hairline, ensuring your hair lays as flat as possible. 
2. 2 - Front to nape: Measure your hairline from the centre of your forehead all the way straight to the back and over your crown (top of the head) to the nape of your neck.
3. 3 - Ear to ear across forehead: Start from the front of your ear, measure your hairline at the base of your sideburn and move across your hairline along the forehead to the opposite ear.
4. 4 - Ear to ear over the top of head: Measure from your hairline above the ear across the top of your head ensuring you keep your tape centred directly meeting the other ear.
5. 5 - Temple to temple (around the back of head): Measure from temple to temple across the back of your head keeping your tape centred.
6. 6 - Nape of neck: Measure the width of your hairline across the nape of the neck as shown in the picture.

Before you start taking your measurements please pin your hair down as flat and tight, or even better braid your hair neatly to your scalp. Do not measure your head with a wig on, weave, cap or anything other than a flat foundation. This will avoid bulges that distort head contours and a more accurate wig experience for you. Use a measuring tape (in inches) and try not to stretch it when measuring your head to avoid incorrect sizing. 

Follow this guide or message us to get some help. See below picture for the full measuring guide. 

Treat Schwan Hair the way you would treat your own natural hair. We recommend to: 

• Wash your luxury tresses 1-2x a week
• Use mild shampoos and conditioners
• We encourage using paraben and sulphate free products
• Hydrate your hair once in a while with masks and use lightweight serums to seal off the hair after conditioning 
• Do not scrub or brush hair aggressively as it can damage the hair strands and cause split ends or tangling in lace closures and frontals
• Use the appropriate hair tools to prolong the life span of your hair extensions 
• Treat your hair with trims if you see split hair

We strongly encourage you to do your own research before purchasing raw hair. Please click here for more hair care tips. 

All bundles weigh ca. 100g each. The longer the bundles are, the more are required for your install. Depending on how you like to wear your hair, whether you're going for a natural or more full-glam look, we recommend the following purchase guide:

14-16 inches: 2 or more bundles
16-26 inches: 3 or more bundles
26-32 inches: 4 or more bundles

Please note that not every bundle will look the same. Our luxury hair extensions accurately live up to our slogan "Sisters, not twins". This referral stems from the very nature of our single donor collection and production processes. Though similar by nature, each bundle is unique and never will be 100% identical. However, all bundles from the same collection will be true to its native origin and behavioural structure. So you can say the bundles are related but will have slight variations in texture or colour. 

After placing your order, please allow up to 1-3 business days for your order to be processed. Once ready, you will receive an order confirmation email with an estimated delivery date. Please wait until this date for your order to arrive (depending on the delivery service you have chosen at check-out). Please consider an additional 5-10 business days for pre-order items only (e.g. custom lace or wig requests).

All of our shipments include tracking with delivery confirmation. The shipping time begins after the processing time.

Within the UK: 1-3 business days

Outside the UK: 6 - 10 business days

Please note that if your tracking information confirms that your purchase has been successfully delivered to your delivery address, but for whatever reason have not received your order, as a first step measure before contacting us, please get in touch with the selected courier to further investigate the whereabouts of your parcel. We are not held accountable for packages where tracking information shows successful delivery to your chosen delivery address. 

We advise to always double check if you have selected the correct delivery address before placing your order. However, if you have previously experienced lost or stolen packages at your delivery address please chose a different, trusted address, for example your place of employment to ensure your parcels are received safely. 

Once your order is ready you will receive an order confirmation email with an estimated delivery date. Please wait until this date for your order to arrive (depending on the delivery service you have chosen at check-out). 

If your delivery takes longer than usual, it is always worth checking if there are any local delays. We encourage you to allow enough time to receive your hair, especially if you need your purchase urgently or for an event. Once we have given it into shipment we are not in control of any courier delays.

Do I have to be home?

We recommend someone to be present when your parcel is due to be delivered, as it may need a signature. However, don’t worry if this isn't possible as our delivery partner will alternatively leave a card confirming that they've either left it with a neighbour, left it in a safe place, when they will try to redeliver or give you details on how to collect it.

Pre-orders are currently only available on lace systems i.e. custom lace frontals, closures or wigs; special lengths bundles (e.g. 40" etc.) and custom hair clip pieces. This is a bespoke service, which means a specific product is custom made based on your specifications. For instance, your lace wig will be custom made to suit your head measurements, or your lace frontals and closures are custom made to your desire (i.e. parting or lace size). These items will be excluded from our Refunds and Returns policy due to its custom nature - at point of purchase you will be agreeing to these terms. Please read Our R&R policy for custom made items - click here. 

Our lace closures come in a variety of styles (in inches):

• 4x4
• 5x5
• 6x6
• 7x7

Our lace frontals (in inches):

• 13x4
• 13x6
• 13x7

Please note that our standard lace closure size is 5x5 (unless stated otherwise). This will allow you to have more versatile hairstyles and more parting space. Standard lace frontal size is 13x6 (unless stated otherwise). Please get in touch to enquire about any of the above sizes.

The processing time + shipping time may vary due to its custom nature, so please ensure you're leaving enough time for your events. If you have any questions, please do not hesitate to email or WhatsApp us and we are happy to help you with your enquiry. Please consider an additional 5-10 business days for pre-orders - please read our shipping terms for more info.

Returns Policy

All sales are final! However, in the unlikely event you change your mind about any of our luxury tresses Schwan Hair offers a 14 day exchange policy under the following acceptance criteria. Any returned items must be in original packaging and resellable condition i.e. not worn, washed or altered in any way. If the hair tags has been taken off we are unable to process your exchange and your order will be shipped back to you at your cost. Please always get in touch with us first before returning any items back to us.

Your parcel remains your responsibility until it arrives back with us, therefore we suggest you always ask for proof of postage and tracking number in case you need to contact us about your return. Please allow up to 48 hours for a customer service advisor to get back to your email in order to provide adequate support. 

We aim to process your returns ASAP, but especially during holiday and busy sales season it may take up to 14 days UK and 21 days international. 

If you are shipping orders over $75/£50, please consider using a trackable service or purchasing shipping insurance. We are not responsible for any carrier delays or faults, nor are we held accountable for packages that are lost or not delivered due to an insufficient or incorrect address.

Due to hygiene reasons eyelashes, wigs, lace systems, custom made units and clip ins cannot be returned and are excluded from the returns policy. 

Fair use

We pride ourselves of providing exceptional customer service and luxury hair extensions in its purest form. Schwan Hair is proud of our quality products and want you to be happy with purchasing new and breathtaking hair. Therefore, under no circumstances do we allow returns past the above deadline and any returns of already worn, washed or altered hair.

Schwan Hair works with a number of anti fraud services and have air tight security procedures to ensure our customers safety. We aim to provide you with the safest and best buying experience. If we notice an unusual pattern of returns activity e.g. we suspect someone is actually wearing their purchases and then returning them, returning fake hair or ordering and returning more than our most loyal Schwan Hair customers, then we might have to deactivate the account and any associated accounts. 

Refunds (if applicable)

Refunds are not permitted as all sales are final! At point of purchase you are agreeing to these terms. However, if you have a genuine concern please get in touch within 3 days of receiving your order and we will address it accordingly. We love our customers and want you to be happy with any Schwan Hair purchase and endeavour to get you a replacement ASAP. 

If at any point the item is sold out at point of purchase, a refund will be issued to your original payment method instead. Please allow your refund to be processed back to your credit card or original method of payment within 5-10 working days.

Please note that unfortunately, sale or discounted items cannot be returned/exchanged and are excluded from our Refund & Returns policy. 

Please get in touch with us immediately within 72 hours of receiving your parcel. We want to help ASAP and the sooner you can get in touch with us the quicker you are able to enjoy your luxury raw hair. Please note we may ask you to provide pictures of any issues, so that we can process your enquiry accordingly. Please also make sure that you have not removed any security tags or product labels, as the hair needs to be returned in its original condition. Any worn, washed or altered hair will not be accepted as stated in the Returns Policy here. 

Please get in touch with us immediately within 72 hours of receiving your parcel. We want to help ASAP and the sooner you can get in touch with us the quicker you are able to enjoy your luxury Schwan Hair & Beauty products. Please note we may ask you to provide pictures of any issues, so that we can process your enquiry accordingly. Please also make sure that you have not removed any security tags or product labels, as the hair needs to be returned in its original condition. Any altered or used hair & products will not be accepted as stated in the Returns Policy here. 

Hair maintenance is your responsibility. If you have damaged*, cut or bleached your hair extensions and are not satisfied with the outcome as a result, please note that we are not held responsible for your actions and are not able to offer an exchange or a refund. 

*The definition of "damage" is: "Physical harm that impairs the value, usefulness, or normal function of something". Examples are, but not limited to: "tangling of lace closure or frontal after receiving it in perfect and immaculate condition, cutting bundles or lace systems, bleaching of hair or lace, texturising curls or applying chemicals that interfere with, or impair the natural state of hair resulting in either hair breakage or shedding; hairline customisation, excessive plucking, wig construction" etc.

Unlike "Virgin Hair" (VH), Raw Hair (RH) is 100% unprocessed, dead hair, which therefore may feel "drier or rougher" in comparison. Of course this varies and entirely depends on the health and texture of its original hair donor. After-all, our slogan "Sisters, not twins" underlines the concept of our single donor hair, which simply means that though similar by nature, not every bundle will be 100% identical, but true to its native origin. Therefore, you may well observe different shades or textures within a hair origin.

If you are used to VH you will have noticed that the presence of chemicals and silicons makes maintenance initially a lot easier, until it wears off after a few weeks. As VH is processed it appears shinier and has a palpable "greasy slip". This becomes apparent when washing lace closures and frontals. The presence of which makes detangling a breeze. However, raw hair closures/frontals, if incorrectly handled (such as rubbing the hair closure/frontal against itself, or not using the correct hair tool i.e. here), tangling as a matter of fact may occur due to the lack of these "slippery" silicons. 

Due to the absence of these chemicals in RH a healthy and careful hair care routine is indispensable, as our hair is extremely delicate, which for obvious reasons require a different, careful handling than what you may be used to. 

Every single item undergoes vigorous quality inspection before being placed into inventory and a secondary assessment is completed before being shipped to the customer. Please ensure you wash and treat the hair according to the nature of the product (read our hair care guide here) and ask questions if unsure of how to handle. We are not held accountable for hair that has been damaged due to improper handling or incorrect use of tools and hair care products. 

We encourage every customer and Raw-Hair-Newbie to independently research before purchasing raw hair and once bought, establish a hair care routine that works for you. Should you have any questions please do get in touch with us and we are always happy to assist you in your raw hair journey.

Before contacting customer service, we will need you to do the following checks first:

• Read Shipping Terms
• Is your order a pre-order item?
• Check the tracking link
• Contact courier service
• Ask people in your household in case they have signed for your order 
• Check with your neighbours 
• Check safe places (front porch, garden etc.)

If you have completed the above checks, please contact us after 24 hours of delivery date based on your tracking details to further investigate this for you. 

Please note that we are not held accountable for parcels where the tracking information shows successful delivery to your selected shipping address. Read more here

Instagram:
@schwanhair
Facebook:
SchwanHair
Email:          
info@schwanhair.com for general or order related enquiries
Whatsapp:
+447716050834 (WA only)

Your enquiry is important to us and we aim to respond to you within 48 hours. Please hang tight and allow above time for us to provide you with the appropriate support. Please note that Schwan Hair is a "bully free" zone and we do not support abusive or offensive language. We believe in mutual respect and will only respond to customers who respect this. The same rule applies on all social media accounts - any abusive comments or DM's will result in automatic comments deletion and blocking of the abusers profiles. Thanks for your understanding and happy shopping :) 

Schwan Hair team ♡

We frequently run exciting promotions and reward our loyal customers with some amazing goodies to use for your next orders. Want to save some hard $$ on your next Schwan Hair order? Keep an eye out on our website or sign up to our newsletter at the bottom of the website. 

Please note only regular priced items may be returned for an exchange. Unfortunately, sale or discounted items cannot be returned and are excluded from our Refunds & Returns policy. This also includes orders with promo codes, as all sales are final and are also excluded from our Returns & Refund policy.  Read more about our policy here.

Our discount codes aren't available on delivery charges, sale items and gift vouchers. Your discount can't be used in conjunction with other offers and you can only use one code per order, including our free delivery codes. 

We advertise our sales and big promotions on our social media accounts. Sale orders are treated the same way as discounted orders. Please note only regular priced items may be considered an exchange according to our policy. Unfortunately, sale or discounted items cannot be returned and are excluded from our Refund & Returns policy.

Our discount codes aren't available on delivery charges, sale items and gift vouchers. Your discount can't be used in conjunction with other offers and you can only use one code per order, including our free delivery codes.