1. What is in the products?
THEF makes the products from 100% real horsehair. The DIY I-tip kits contain extensions, microrings, a loop needle, microring pliers and instructions. You choose the colour and quantity yourself; the product page shows what is available for your product.
2. Can extensions and tail extensions be ordered directly?
Yes. You choose the colour, variant and quantity yourself in the shop and order directly. Not sure about the colour? Request a free photo match first via our [contact page](/pages/contact).
3. Where do you deliver to?
We deliver to the Netherlands and to the rest of the European Union. The shipping rates are shown when you complete your order. Check the shipping details and the total amount before you pay.
4. What does shipping cost?
Free shipping in the Netherlands. For the rest of the European Union a flat rate of €5 applies. Free shipping or a free product offer remains subject to the conditions shown in the cart and checkout at the moment of ordering.
5. When is an order dispatched?
If you order on a working day before 15:00, we dispatch the same day. On public holidays, at weekends and during busy periods, processing may vary. If something is back-ordered or delayed, we will let you know as soon as possible.
Completing an order on time does not mean the parcel arrives the same day. The delivery time depends on the carrier and the delivery address. As soon as the parcel has been handed over, you will receive the tracking details by email.
6. Can I return an order?
Consumers generally have a 14-day right of withdrawal for physical products. Notify your withdrawal within that period and then send the product back as soon as possible, but at the latest within 14 days of the notification. Only use the product to establish its nature, characteristics and operation.
For the full and binding explanation see the [terms and conditions](/policies/terms-of-service).
7. Who pays the return costs?
With a withdrawal, the cost of sending the item back is borne by the consumer. This is a different rule from a fault or damage that you report to us. In case of a fault or damage, contact us first and send nothing before we have given the correct instructions.
The current conditions state that the original shipping costs are not refunded when only part of the order is kept. Check this before publication against the final cart and shipping conditions.
8. Does the right of withdrawal apply if I have used the extensions?
Only inspecting the product as you would in a shop is allowed within the withdrawal period. Do not use or fit the extensions. Hair that has been fitted counts as used; the limitations in the terms and conditions apply to it.
The conditions also mention products excluded by law, including individually made or custom-coloured products and sealed products where the seal has been broken. Which THEF products actually fall under such an exception must be recorded in writing beforehand.
9. Can THEF charge €20 cleaning costs?
Under the current terms and conditions, cleanable visible signs of use can be charged at a rate of €20 per product. Visible, irreparable signs of use can lead to a refused return or a reduction in value.
So check as soon as you receive it that the product is complete, clean and unused. Take clear photos before you open the packaging.
10. Can colours differ on my screen?
Yes. Colour can look different because of the screen, camera standard, daylight, shadow, sunlight and the seasonal condition of the hair. Shots with a filter or flash give an even less reliable impression.
A web photo cannot be guaranteed to be exactly the same. If you are unsure about the shade, send a photo for a free colour match before you order.
11. How many extensions do I need?
For thickening THEF recommends 25 to 50 extensions; for a clear lengthening or more volume 50 to 100. The quantity depends on your own hair and the desired result. Do not automatically buy the largest pack.
The products come in packs of 25, 50, 75 or 100 extensions. Check the recommendation for each product and combine smaller quantities if needed.
12. Which length and size should I choose?
As a guideline, about 84 cm or longer for tail extensions, about 35 cm for mane extensions and 30 to 38 cm for a maantop clip-in. A tail extension for a horse is about 90 cm; for a pony 72 to 76 cm. Always measure and compare the exact product specification before you order.
13. How often should I care for fitted extensions?
Brush from the bottom up and start close to the attachment point. Comb out tangles with gentle movements. Keep shampoo, conditioner, detangler and other products away from the microrings, as they can make the hair slip or the attachment points go slack.
Wash with a suitable product, pat the hair dry and let it air dry as much as possible. With daily use it is wise to check the attachment points regularly.
14. How long do the extensions last and can you reuse them?
I-tip extensions often stay in place for about four to six months, depending on the hair, the quantity, the care and the use. That is a guideline, not a fixed lifespan. Horses can also lose them sooner through rubbing, stumbling or pulling on them.
An intact extension can be reattached with a new microring. That saves material, but not every damaged extension is suitable for reuse.
15. Which warranty applies?
Delivered products carry the statutory warranty of conformity. An additional warranty does not limit those statutory rights. Report a fault as soon as possible with photos, a description and your order number.