Frequently Asked Questions

How will the withdrawal of the United Kingdom from the European Union (“Brexit”) affect HairDirect customers within the UK?

Due to changes in customs and trade between the UK and our EU warehouse, please be aware of the following changes that will occur:

  • Because of an anticipated shipping backlog while our warehouse adjusts to new regulations, there will be no UK orders processed between 23 December 2020 and 1 January 2021.
  • As of 1 January, 2021, there will be a $15 Customs Clearance Fee for any shipment into the UK. Additionally, the new VAT rate will be 20% for all orders of £135 or below. 

Services and General Issues

Who is HairDirect?

HairDirect is a leader in hair loss help, providing various solutions and services for those who are impacted by hair loss. We've been serving the hair loss community for over 20 years.

How can I speak to someone about my hair loss/hair replacement concerns?

You can reach us by phone, email, and chat. Convenient links are provided at the bottom of every page in our website, with the ability to schedule phone calls and video chats. If you would like to speak with a hair replacement consultant, you can call 800-424-7436 (U.S. & Canada) or 1-717-553-6633 (local & international), Monday through Friday from 6 a.m. to 8 p.m., and Saturday, 9 a.m. to 5 p.m. Eastern Time.

What is your address?

Our physical location and mailing address is:


1866 Colonial Village Lane

Suite 106

Lancaster, PA 17601

Do you offer hair replacement for men and women?

We offer custom hair replacement for both men and women.

Do you offer hair systems for children?

Yes, we are able to make custom hair systems for children. Please contact us to learn more.

Do you offer wigs, wiglets, or toppers for women?

We do offer pre-made wigs and toppers of all sizes for women, as well as custom hair systems designed precisely for your unique pattern of hair loss.

Do you offer “stock” hair systems for men?

Yes, we stock ready-to-wear hair systems for men that are ready to ship upon ordering. We also offer the option to customize ready-to-wear hair systems, including cutting and styling prior to shipping.

What other hair loss solutions do you offer?

In our Store, you can find options for hair loss concealers, hair thickeners, regrowth products, and DHT inhibitors.

Can I come to your headquarters for a consultation?

Because we are an online, ecommerce company, we only have one physical location (in Lancaster, Pennsylvania). We feel confident we can meet all your needs via phone and webcam, but if you would feel more comfortable meeting us in person, we do offer a free, one-time in-house consultation. We normally schedule the consultation for two to three hours so our hair replacement consultants have plenty of time to listen to your concerns and answer any questions. If you’d like, they can also walk through Gather™with you to help place your first order during your consultation.

Hair Systems

Does a hair system really look natural?

A hair system can and will look natural if it is properly designed and maintained. There are many variables that affect achieving a natural appearance when creating your hair system. Once you provide the information requested in Gather™, our personalized pre-consultation tool, we’ll meet with you via phone or webcam to design a natural-looking hair system that meets your style requests and lifestyle needs. We’ll discuss base design, density, color, hairstyle, your options for attachment methods, and many other applicable variables before we order your hair system.

How do I learn how to attach, remove, and maintain my own hair replacement system?

We have the world’s largest library of educational hair replacement resources in the Learn section of our website. There you will learn everything you need to know with step-by-step articles and videos. Start at the beginning, and you will learn all you need to know in order to be successful. Just remember: practice makes perfect! Of course, you can always contact us if you have questions.

If I’m maintaining my hair system at home, how do I maintain my growing hair?

You continue to maintain your growing hair just as you always have, or by going to your regular stylist for a trim or style.

Are there any salons I go to get my hair system serviced and maintained?

We are an online, mail order hair replacement company. Without leaving your house, you can order a custom-made hair replacement system from us. Plus, you can learn how to fit, attach, and maintain your own hair system right here on our website. We will cut, blend, and style your hair system at no charge before shipping it to you. However, if you prefer to visit our salon in Lancaster, Pennsylvania, in the United States, please contact us, or you can search for a stylist in your local area.

How or where do I get the system cut and styled?

The cost to cut your hair system to the style you choose is included in the price. However, because it ships in a box, you’ll need to style it yourself after you attach it. You can choose or modify a style from the hairstyle gallery in Gather™, our personalized pre-consultation tool, or send us a picture of a style you like, and we’ll try to create something similar. Before placing your order, we’ll let you know if a style is not possible or will be difficult to achieve.

Do I have to shave my existing hair?

Whether or not you shave the hair under your hair system depends on the attachment method you choose and how natural you want/need the system to look.

Your custom-made hair system is uniquely designed to fit your head, and is handmade with the most contemporary materials to achieve the best realism. If you choose to bond your system to your scalp using hair system tape or liquid adhesive, you will have to shave any existing hair where the hair system will be bonded to your head. Without shaving, your growing hair will prevent the system from adhering flat against your head, and therefore will not fit properly or look natural. Trying to bond with tape or liquid adhesive over existing hair can damage your growing hair, prevent a strong bond, and limit the type of base you can wear, among other issues. When adhesive breaks down, it will leave a gooey mess throughout your growing hair that is difficult to get out.

In most cases, shaving hair that is already very thin and sporadic makes the process of wearing a system much easier and more realistic-looking. However, if you don’t have extensive hair loss, or want to remove your hair system daily, you might consider a clip-on hair system.




How do I know which attachment method is for me?

Your attachment method depends on your level of hair loss, whether you need to or are willing to shave your head, and your body chemistry, among other variables, such as skin sensitivity and how long you’d like your attachment to last. In your consultation, we’ll determine if you intend to clip your system to growing hair or to shave and bond. If bonding, you might need to try a few different adhesives to learn what works best for you, so we’ll discuss your options and make recommendations based on your unique needs.

How long does a hair system last?

The durability of a hair system depends on many factors, including the base material, the method of attachment, and the way you care for the hair itself. Hair systems are essentially disposable, and meant to be replaced as they age — preferably before the aging is noticeable. In general, the more durable the base material used in the hair system, the more detectable it is to touch and sight, because the material needs to be heavier to last. The converse is also true: the more delicate the base is, the less detectable it is. And as you would expect, a delicate base deteriorates faster and needs to be replaced more often. Your consultant will discuss what your priorities are and help you decide on a base material that meets your needs.

How long can I wear the system before I have to remove and clean it?

How long you can wear a bonded hair system before removing and cleaning it will depend on the attachment method and adhesive you choose, how your body reacts to the adhesive, and how much hold time you’re hoping to get. Ultimately, each person experiences a different hold time; there are a few different reasons for that. Everybody’s body chemistry is different, and breaks down the adhesive in differently.

The term “body chemistry” refers to variables like scalp oil, perspiration, and hormones. For example, someone with an active lifestyle may have a shorter hold time, because the salts, oils, and bacteria released during perspiration cause the adhesive to break down faster than someone who has a sedentary lifestyle. Similarly, those with oily skin typically need to remove their systems more frequently, because scalp oils break down the bond faster. In general, most people wear their hair systems for a week or two before removing, cleaning, and reattaching.

What if I don’t know what to do when I get the system?

You’ll have plenty of time to learn all the ins and outs of hair replacement via the Learning Center while your system is in production. If you have questions about your system once it arrives, if it’s not what you expected, or you just need some guidance, call our customer service number to speak with a trained hair replacement consultant, who will be happy to answer any questions you may have. Check your hair system as soon as it arrives to make sure the following qualities are correct: base size, wave and curl, cut and style, hair quality, color, density, hair length, and base design. Remember, should you be dissatisfied in any way, we have a 30-day money-back guarantee.

How do you cut, blend, and style my hair system without seeing me in person?

We’ve spent more than 20 years of perfecting our cutting and blending technique so it integrates with your growing hair without you needing to be present. You’ll provide us with a photo of the style you wish to achieve (via email, link, or from our hairstyle gallery), and we’ll discuss what hair lengths would be needed to achieve it and how we can blend it into your growing hair, if necessary. We’ll also discuss what steps you may need to follow to achieve that style, such as products that may be needed to bring the look together after your hair system is attached.

What is a “custom made” hair system?

A custom hair systemis tailored to fit your unique hair loss pattern and head shape. In contrast, ready-to-wear (or “stock”) hair systems are available in common shapes and sizes, but are not made custom to your specifications. Our custom systems are made to blend into your natural growing hair to look like the hair is growing right out of your scalp. We can use human hair, synthetic hair, or a blend of the two, and can match any hairstyle you want.

Why do I need more than one hair system?

Sometimes, things don't go exactly as planned. A backup hair replacement system is like an insurance policy: it gives you peace of mind. When something goes wrong, panic strikes, and you're left with either an old, undesirable hair system, or no hair system at all. You're forced to place a hair order right away and wait weeks or months for it to arrive. Plan ahead and always be prepared.

Should I order human or synthetic hair?

There are various differences between human hair and synthetic hair that need to be considered when choosing a hair type for your system. You may also choose a combination of the two.

Human hair is the most common choice for hair replacement systems. Particularly if your hair system blends with your growing hair, human hair will provide the most natural appearance.

Synthetic hair requires different care than human hair. It does not reflect light the same way human hair does, and tends to be shinier and more reflective. Also, synthetic hair cannot be dyed. However, if you want the hair color to last as long as possible, then synthetic hair is a great choice, since it does not oxidize to the degree that human hair does. Also, consider synthetic hair if you are opting for a tighter curl pattern, light hair colors, or a combination of both, as synthetic hair holds curl better and allows for lighter hair colors in combination with a tighter curl.

To learn more, see our articles on human hair and synthetic hair for hair replacement systems.

Can you match the texture of my growing hair?

If you supply a hair sample, we will try to match it. Ultimately, we leave it up to experts at the production facility to make the final decision regarding the best type of hair for certain scenarios, such as what will best hold the color and curl ordered.

Can I use any shampoo and conditioner on the system?

We encourage you to use sulfate-free products. Sulfates strip the hair of oils and can cause dryness and tangling, as well as fade the hair color quicker. To learn how to make the best choices when choosing hair care products, see Understanding Product Ingredients.

How often do I need to shampoo and condition my system?

Your growing hair is nourished with natural oils called sebum. If you are prone to oily hair, you need to wash it frequently. However, a hair system does not get regular exposure to oils, and in fact, the hair can tend to be dry because of the processing it goes through. For this reason, you only need to shampoo the hair system once or twice a week. Shampooing strips the hair of dirt and oils, so over-washing a hair system can actually damage the hair and cause it to dry out, break off, and tangle. That said, conditioning your system helps hydrate and strengthen the hair, keeping it healthy and softer longer. We recommend using a leave-in conditioner every day and using a rinse-out conditioner whenever you shampoo your hair.

Payments / Billing

Can I make partial payment on my standing order plan?

Yes. Just log in to your HairDirect account, click My Account, and select Hair Systems. Find the order you want to make a payment on and click Make a Payment.

Can I cancel my Standing Order Discount at any time?

Yes. Believe it or not, there's no contract, and you can hold, cancel, or make changes to your hair system specifications at any time. This is a service we happily provide for people who want to save money, not worry about regular ordering, and ensure they always have good hair on hand.

What shipping companies do you use?

We use UPS or USPS to ship our orders. If an order is shipping from our EU location, we use GLS or PostNL.

What is the cost of shipping for hair systems?

Shipping within the continental United States is $12.95. Shipping internationally varies, based on your location and applicable customs and duties charges.

What is the cost of shipping products?

If you are in the continental United States and place a product order over $50, you will receive free shipping. For orders less than $50, shipping is based  on the products ordered as well as the weight of the order. If you are outside the United States, shipping costs are based on the products ordered and what shipping options are available to your country.

Money-back Guarantee and Returns

Do you have a guarantee on your product, and if so, what is it?

We have a 30-day 100% unconditional money-back guarantee on our hair systems and products. You can send hair systems back to us for a refund (less the original shipping charges) or you can choose to have the system remade, or have in-house corrections done. All other product, you can send back for a refund (less the original shipping cost), or exchange for a different product.

Do you offer free returns on hair systems?

Free returns are available within the contiguous United States. We do not offer free shipping outside the contiguous United State;, however, we will reimburse you up to $25 dollars of your shipping fees for international orders.

Do you offer free returns on hair care and maintenance products?

Free returns are available within the contiguous United States. We do not offer free shipping outside the contiguous United States; however, we will reimburse you up to $20 dollars of your shipping fees for international orders.

Hair Order Tracking

How long is production time?

Production time takes eight to twelve weeks, depending on the complexity of your individual order.

Can I track the progress of my hair order?

If it has been at least four weeks since your order was placed, you can track the progress of your new hair system from start to finish of the production process. Log in, go to My Account, and then to Hair Systems and Shipments. Or, give us a call at 800-424-7436 (U.S. & Canada) or 1-717-553-6633 (local & international), and one of our hair replacement consultants will give you a more specific ship date.

Can I apply rush service to my order?

At this time, we are only able to apply a rush to orders which are sent to our production facilities to be remade under our 30-day guarantee.


How much does a hair system cost?

Your total hair system price depends on the size of your hair system base and the various features you select. We offer special design features at additional cost, such as hair lengths longer than 6 inches and high density. To estimate the cost of your hair system, use our Cost Calculator.

Is there way to save money?

Yes! Our Standing Order Discount program is a very flexible, contract-free hair subscription service that automatically delivers your hair and saves you money. No contracts ever; it's just a simple automatic ordering program with total flexibility and great discounts. Your discount is calculated on a 12-month cycle and based how many systems you'll need in that amount of time. You can pause, cancel, or change your order frequency at any time with no penalties.

Do you offer payment plans?

For single hair systems, our customers pay 50% up front and 50% prior to shipping the hair system. Our Standing Order Discount offers a discount on your systems as well as affordable monthly payment plans.

How much will I spend the first time I order products?

It’s hard to estimate. Hair care and maintenance products really contribute to keeping your hair healthy-looking and manageable, and proper care is important to enjoying the full lifespan of your system. Just like any other personal care products, you’ll probably try a few before you settle on the ones that work best for you. After you wear hair for a while, you’ll know better what your needs and budget are. Contact us to schedule a consultation and we’ll help you determine what you’ll need to get started.

Do you offer a discount on bulk accessory product orders?

HairDirect offers a wholesale program for retail-only stores and salons. An application must be completed and approved to receive a discount on bulk accessory product orders.  Please contact us if you would like us to send you an application.

What if I want to order more than one system without the Standing Order Discount program?

You can certainly place an order for multiple systems without being on the Standing Order Discount Program. Just let us know the number of systems you would like to order, and we will apply the correct discount for you based on the number of systems you would like to purchase.


How do I get started?

To begin the process, start with Gather™, our online personalized pre-consultation tool. Through Gather, you’ll submit the information we need to get the process started. You’ll also schedule an appointment with a hair replacement consultant to review all your information so we can design the best solution for you. If you've previously worn hair from another company, the best and easiest way to order your first system from us is to send in an old system (one that is not frayed or torn) that fits you well, so we can duplicate it.

Do I have to travel to your location in Pennsylvania to get measured and color matched?

It’s not necessary to travel to our physical location for any reason. Gather™, and your follow-up consultation with a hair tech, are extremely comprehensive and result in a custom-designed hair system. It’s very efficient and effective for us to work with you remotely, as we do with thousands of people from all around the world every day. Gather includes all the instructions you need to get us the correct measurements, color, and hairstyle choices. Then you’ll meet via phone or webcam with a hair tech to finish the process, ask any questions, and work out all the details before your order is placed.

How long does it take to receive my hair system?

From the time you place your hair system order, it typically takes approximately nine weeks for top of head, 10 weeks for a three-quarter cap, and 12 weeks for full cap systems. This can vary depending on your specifications and the current schedule at the production facilities.

Do I have to sign a contract?

There are no contracts to sign. We don’t believe in locking you into anything, nor do we feel the need to do so. Instead, we offer you the flexibility of a Standing Order Discount (SOD). It’s optional; however, it does provide you with a generous discount on each system if you intend — not commit — to buy a certain amount of systems per year. In addition, your order will be placed on an automatic schedule throughout the year, so you don’t have to worry about reordering hair.

What if I don’t like the hair system or change my mind?

Our 30-day unconditional guarantee makes placing an order much less stressful. Once you receive your hair system, you have ample time to wear it and live in it before deciding if it’s right. As long as you return the system to us within 30 days, we’ll either remake it to your requests, or refund your money if you completely change your mind.

How do I reorder online?

If you've ordered hair replacement from us in the past, we already have your specifications on file. You’ll need to speak with a hair replacement consultant so we can confirm your address and payment information, as well as make any changes you require, before placing the new order. Log in, click on My Account, and select Orders. Find the order you want to reorder and follow the steps to be contacted by a hair replacement consultant, or just give us a call at 800-424-7436 (U.S. & Canada) or 1-717-553-6633 (local & international).

Do styling and/or maintenance products come with my hair order?

Products and accessories are not shipped to you with your hair system order. However, prior to receiving your order, you can speak with a hair replacement consultant to help you choose the products you’ll need based on your specifications, body chemistry, lifestyle, hairstyle, and how long you need your attachment to last. Please contact us to schedule an appointment with a hair replacement consultant.

Money-back Guarantee and Returns

How do I return a hair system or products?

We offer a 30-day unconditional money-back guarantee on our hair systems as well as our products. This means you have 30 days from the date you receive your order to send it back to us. To complete a return, log in to your account, choose My Returns, and find the order you wish to return. Follow the steps to complete the information regarding the return.