FAQ
Shipping & delivery
Where do you ship from?
All orders ship from our warehouse in Ottobrunn (Munich), Germany, with DHL. Nix Ice Extension gel, activator and remover are also stocked in Houston, TX, for US customers.
How long does delivery take in Germany?
Orders are processed within 1–3 business days, then DHL delivers in 1–2 business days. Shipping in Germany costs EUR 5.49 (up to 2 kg).
How long does delivery take to other EU countries?
DHL transit to EU countries is 2–7 business days after dispatch (most countries 3–5). Shipping costs EUR 14.49 up to 2 kg. EU orders include VAT, so there are no extra charges on delivery.
Do you ship worldwide?
Yes, to 224 countries and territories, including the UK and Switzerland (EUR 19.49, 2–5 business days) and the USA and Canada (EUR 26.49, 5–8 business days). Outside the EU, customs duties and import VAT are paid by the recipient.
Do you offer free shipping?
Yes, within Germany: orders from EUR 100 ship free of charge. Orders to other countries are charged at the standard DHL rates listed in our Shipping Policy.
Is my parcel tracked and insured?
Every parcel is tracked and insured up to EUR 500. You get a tracking number by email when your order ships.
Returns
Can I return a product?
Yes. EU, UK and Swiss consumers can withdraw within 14 days of delivery, and we voluntarily accept returns of unopened, sealed products in original packaging within 30 days. Email hairproeu@gmail.com with your order number before sending anything back.
Can I return opened keratin, glue or gel?
No. For hygiene reasons, keratin bonds, gels, glues, activators and removers cannot be returned once the seal has been opened (§ 312g BGB).
What if my order arrives damaged or wrong?
Contact us within 48 hours of delivery with photos. We pay the return shipping and replace the item or refund you in full. Refunds go to your original payment method within 14 days.
Wholesale for salons
Do you offer wholesale prices for salons and stylists?
Yes. Salons, extension artists and distributors can request wholesale prices by emailing hairproeu@gmail.com.
Keratin & products
Do you make your own keratin?
Yes. Hair Pro Shop has produced its own keratin granules since 2010, made from Italian raw material.
What temperature should the tongs be set to?
Set the keratin tongs to 180–200 °C. This is the working temperature of the tongs; the keratin itself melts at a lower temperature.
Which extension methods can I use your keratin for?
Our keratin works with hot-fusion methods (U-tip, I-tip, flat-tip, nano-tip) and can be used both for new extensions and for rebonding.
How long do keratin bonds last?
With proper application, bonds last 10–14 weeks. The keratin has 95% moisture resistance, which helps bonds hold longer.
Where does your hair come from?
Our bulk hair is Ukrainian, single-donor Remy hair, available from 50 cm.
Are your products for professional use?
Yes. Keratin bonds, gels, adhesives, activators and removers are intended for professional hair-extension work and must be used according to the supplied instructions.
How can I contact you?
Email hairproeu@gmail.com or call +49 175 6296979. Hair Pro Shop, Putzbrunner Straße 10, 85521 Ottobrunn, Germany.