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Professional support is not "customer service". A client asks whether it will look real; a stylist calls when a bond did not last a week, when a shade came out different from what she matched, or when a removal did not go cleanly. Those are working questions, and they need a professional answer rather than an apology.
What to do first
Four situations
A bond that did not hold
Before contacting us: when it was fitted, which method, whether the client washed within the first 48 hours, and which shampoo she uses. In most cases the answer is there — conditioner at the root and shampoo containing salts are the common causes. The instructions.
If all of those are sound, this is a case that needs looking at. Send us the details and the order number.
A shade that came out differently
A shade mismatch is not a product fault — it is a matching failure. What helps: a photograph of the weft beside the client's hair in daylight, the shade code ordered, and the shade code you thought you ordered.
In most cases the gap appears between "what the screen showed" and the physical board. How a shade gets settled.
A removal that did not go cleanly
Removal is where damage to natural hair happens, not the bond. The tape line has a dedicated remover matched to the double adhesion strength, and pulling by force or using another solvent is the common cause. Removal as part of the method.
Who to reach
The company WhatsApp is the fast channel, and Sunday to Thursday 9:00–17:00 Israel time are the hours. An enquiry arriving outside those hours is answered the next business day.
If the enquiry concerns the product rather than a professional question, the service track for an existing customer on the contact page is the place, and it will arrive tagged.
⚠️ There is currently no named contact for professional support, and no separate direct number. See the people page.