Help

Got questions? We’re here to help.

Below you'll find answers to common questions about payments, shipping, tracking, returns, and more. If your question isn’t listed, our team is just an email away. We’re happy to assist you.

I'm not sure which hair is right for me

We get it — choosing between raw or virgin, textures, lengths, and styles can feel overwhelming. That’s why our team is here to help. If you want personal advice tailored to your hair goals and lifestyle, simply send us a message on WhatsApp. We’ll walk you through your options and help you make a confident, informed decision. No pressure — just real guidance from your Crown & Silk team.

💬 Chat with us on WhatsApp: +31 (0)10 261 3538

Shipping & Order Tracking

• How long does delivery take?
  - In Stock Orders:
      Netherlands & Belgium: 2–3 working days
      International: up to 5 working days
  - Pre-Orders: 12–14 days due to sourcing & quality control
• Which shipping companies do you use?
  We ship with PostNL, DHL, DPD, and FedEx, depending on your region.
• How do I track my order?
  Once your order has shipped, you will receive a tracking link via email. 
• My tracking number doesn’t work — what do I do?
  Tracking numbers may take up to 24–48 hours to update. If you’re still unable to track your order after that, contact us and we’ll help right away.

Payment

• What payment methods do you accept?
  We accept the following:
  • IDEAL
    
  • Bancontact
  • Credit & Debit Cards (VISA, MasterCard, American Express)
  • Klarna
• Why did my payment fail?
  Common issues include:
  • Incorrect card security code (CVV)
  • Insufficient funds
  • Exceeded card limit
  • Card type not supported (e.g. some business/debit cards)
  If your payment failed, double-check your card details or try a different method. If issues persist, contact your bank or reach out to us at hello@crownandsilk.com.

Orders & Cancellations

• Can I cancel my order?
  Yes — if your order hasn’t shipped yet. Contact hello@crownandsilk.com as soon as possible. If your order has already shipped, it cannot be cancelled.
• Forgot your account password?
  No problem. Go to the log-in page and click "Reset Password" to receive a reset link via email.

Returns

• How do I return a product?
  Email hello@crownandsilk.com within 14 days of receiving your order. Our team will guide you through the process and share the return address.
• Can I drop off my return in person?
  No — Crown & Silk does not have a physical walk-in location. Returns must be shipped back to the address we provide via email.
• Return Eligibility:
  • Items must be unworn, unused, unwashed, uncut, and in original packaging
  • Wigs must have lace intact
  • Custom items are non-refundable
  Return shipping costs are the responsibility of the customer. Refunds are processed after inspection.

Refunds

• When will I receive my refund?
  Refunds typically take 3–7 business days to reflect in your account, depending on your bank. If you paid via Klarna check directly with your provider for updates.

Wholesale & Partnerships

• Do you offer wholesale?
  Yes! For wholesale or salon partnerships, email us at hello@crownandsilk.com or reach us via WhatsApp: +31 (0)10 261 3538.

📩 Still need help?

We’re happy to support you — always.

Email: hello@crownandsilk.com
Phone & WhatsApp: +31 (0)10 261 3538
Instagram: @crownandsilk

Still stuck? Reach out — we’re here to keep your experience as flawless as your hair.