Welcome to The House.đź–¤
Here you’ll find answers to the most common questions about our hair, ordering, delivery, House Credit and aftercare.
Can’t find what you’re looking for?
The door is always open. đź–¤
What is raw hair?
Raw hair is 100% human hair that has not been chemically processed to create a specific texture or finish.
Because the hair remains in its natural state, slight differences in colour, texture, body or wave pattern can occur.
No two natural bundles have to be completely identical.
That is part of what makes raw hair raw.
What does One Donor Hair mean?
One Donor Hair means that the hair within one bundle comes from one donor rather than being mixed from multiple donors. This helps create a more consistent texture, natural movement and a more uniform feel from root to end.
House of JSN sources its Raw Hair as One Donor Hair. Because it remains natural human hair, slight differences between separate bundles can still occur.
Why can my bundles look slightly different from each other?
Raw hair is a natural product.
Small differences in colour, texture, body or pattern can therefore occur between bundles.
This is normal and part of the natural character of raw hair.
How long does House of JSN hair last?
With proper care and normal use, House of JSN Raw Hair can last 2 years or longer. The actual lifespan depends on how the hair is worn, styled and maintained.
Frequent heat styling, colouring, bleaching, improper washing or poor maintenance can affect the lifespan of the hair. Following our recommended Hair Care Tips will help maintain the quality for as long as possible.
With the right care, your House hair is made to stay with you for years. đź–¤
Does the hair shed?
A small amount of shedding can occur with human hair.
Shedding can increase through cutting the wefts, rough brushing, dryness, excessive heat, chemical processing or improper installation.
Always detangle gently from the ends upward and avoid unnecessary cutting of the wefts where possible.
Can I straighten or curl the hair?
Yes.
Our human hair can be straightened, curled and restyled.
Always use a heat protectant and avoid unnecessary or excessive heat to help maintain the condition of the hair.
Can I bleach or colour the hair?
Raw human hair can be coloured and chemically processed.
However, colouring and bleaching change the condition of natural hair.
We strongly recommend having chemical processing carried out by an experienced professional.
Always perform a strand test first.
Results may vary depending on the products used, developer strength, processing time, technique and condition of the hair.
Chemical processing is performed at your own risk.
Can I use heat every day?
We do not recommend excessive daily heat.
Just like natural hair, repeated exposure to high temperatures can eventually cause dryness and damage.
Always use heat protection and keep unnecessary heat to a minimum.
How many bundles do I need?
Our general House recommendation is:
12”–16”
3 bundles
18”–22”
3 bundles
Prefer more volume?
Add 1 extra bundle.
24”–30”
4 bundles
Prefer an even fuller look?
Add 1 extra bundle.
The final amount can also depend on your desired style, head size and installation method.
Why do longer lengths sometimes need more bundles?
As hair gets longer, the finished look may appear less full toward the ends compared with shorter lengths.
Adding an additional bundle can create a fuller result.
That is why we generally recommend more bundles for longer lengths.
How do I choose the right length?
Hair texture affects how long the hair appears when worn.
Straight hair
Shows most of its full measured length.
Wavy hair
May appear slightly shorter because of the wave pattern.
Curly hair
May appear shorter because the curl pattern naturally draws the hair upward.
If you want a longer finished look with a wavy or curly texture, consider choosing a longer length.
How is the hair length measured?
Hair is measured from the weft down to the longest end.
Textured hair may need to be gently stretched to show its full measured length.
I don’t know which texture or length to choose. Can you help?
Of course.
Choosing your hair should feel exciting, not confusing.
If you’re unsure about your texture, length or number of bundles, contact The House before ordering.
Tell us what kind of look you’re going for and we’ll help you find your room.
Can I restyle my hair?
Yes.
Depending on the texture, our human hair can be worn naturally, curled, straightened or restyled.
Keep in mind that repeated styling, heat and chemical processing can affect the condition of the hair over time.
Should I wash my bundles before installation?
We recommend gently washing and conditioning your bundles before installation.
Use a gentle, moisturising, sulfate-free shampoo and conditioner.
After washing, allow the hair to air dry whenever possible rather than immediately applying unnecessary heat.
How should I wash my hair?
Treat your bundles with care.
Use a gentle, moisturising, sulfate-free shampoo and conditioner.
Sulfate-free products are our preferred option for helping the hair stay moisturised, soft and manageable.
Avoid excessive product buildup and detangle carefully from the ends upward.
Do not aggressively rub, twist or pull the hair while washing.
What type of shampoo and conditioner should I use?
We recommend using a sulfate-free shampoo and conditioner.
Choose products that are gentle and moisturising to help maintain softness and moisture in the hair.
Avoid products that leave heavy buildup.
Do I need a lot of products?
No.
More product does not automatically mean better results.
Heavy oils, waxes and excessive styling products can build up and make the hair feel heavy or dull.
Lightweight products are usually enough.
Should I deep condition the hair?
Deep conditioning can be helpful for maintaining moisture and softness, particularly for wavy or curly textures or hair that has been exposed to heat or chemical processing.
For our full recommended routine, see our Hair Care Tips.
How should I detangle the hair?
Start at the ends and gently work your way upward toward the roots.
Do not force a brush or comb through knots.
Take your time and work in sections when needed.
Can I brush wavy or curly hair?
Yes, but keep the texture in mind.
Brushing textured hair while completely dry can disturb the natural pattern and create unnecessary frizz.
For better definition, gently detangling while the hair is damp or during conditioning may work better.
Can I sleep with wet hair?
We strongly advise against sleeping with wet or damp extensions.
This may contribute to tangling and matting.
Make sure the hair is completely dry before going to bed.
How should I protect my hair at night?
For longer or textured hair, loosely securing or braiding the hair can help reduce tangling.
A satin or silk bonnet, scarf or pillowcase may also help reduce unnecessary friction.
How should I store my bundles?
Before storing your hair, make sure it is clean, completely dry and gently detangled.
Store it somewhere dry and protected from moisture, excessive sunlight, dust and unnecessary tangling.
How do I place an order?
Select your preferred texture, length and quantity.
Add your hair to your room and proceed through checkout using one of the available payment methods.
Can I change my order after placing it?
If you would like to make a change, contact us as quickly as possible and within 48 hours of placing your order.
Once your order has entered processing or fulfilment, changes may no longer be possible.
We cannot guarantee that an order can still be changed after checkout.
Can I cancel my order?
If you would like to cancel your order, please contact us within 48 hours of placing your order.
Whether cancellation is still possible depends on the status of your order.
Once processing or fulfilment has started, cancellation may no longer be possible.
What payment methods do you accept?
The payment methods currently available for your order are shown during checkout.
Available payment methods may vary depending on your country and the options active in The House at that time.
What is House Credit?
House Credit is credit connected to your House of JSN customer account that can be used toward eligible purchases.
House Credit is not the same as cash and is subject to the conditions attached to the credit.
How can I receive House Credit?
House Credit may be offered through selected campaigns, gifting, partnerships, activations or customer service solutions.
Not every customer automatically receives House Credit.
How do I use my House Credit?
Use the same email address connected to your House of JSN account.
Any available House Credit can then be used according to the options available through your account or checkout.
Can House Credit expire?
If an expiry date or specific condition applies, this will be communicated when the House Credit is issued.
How long does my order take?
Our current processing time is 1–5 business days. Once your order has been processed, estimated delivery generally takes 7–10 business days.
Processing time and delivery time are separate. Your order first needs to be prepared before it can be handed over to the carrier.
When will I receive tracking?
Once your order has been prepared for shipment and tracking becomes available, you will receive your tracking information.
Use the tracking link to follow the latest carrier updates.
Which carrier does House of JSN use?
For orders within the Netherlands, House of JSN currently ships with PostNL.
Available methods may differ for international orders.
How are Netherlands orders shipped?
We treat every House order with care, especially because of the value of the products inside.
Our current Netherlands shipping method includes:
PostNL
Signature on delivery
Home address only
Insured shipping
Where applicable, we may also use additional shipment protection alongside the carrier service.
We want a clear delivery trail from The House to you.
Why is a signature required?
Our orders can have a high value.
We therefore use additional protection during delivery.
Your order requires a signature before it is handed over at the delivery address.
Tracking, signature on delivery and insured shipment give both you and The House a clearer delivery record.
What happens if I’m not home?
Your package is first offered at the home address provided with your order.
A signature is required before the package is handed over.
If the package cannot be delivered at your home address, PostNL may take it to a nearby PostNL collection point.
Follow the latest information through your Track & Trace.
Identification and/or a signature may be required at collection according to PostNL’s current rules.
Is my package insured?
Yes.
Applicable House of JSN orders are shipped using insured delivery according to our current shipping setup.
Where applicable, additional shipment protection may also be used.
How much is shipping within the Netherlands?
Our standard Netherlands shipping rate is:
€12.95
When do I receive free shipping in the Netherlands?
Free shipping is available on Netherlands orders from €375.
The applicable conditions shown on our website or during checkout always apply.
Can I use House Credit and still receive free shipping?
House Credit can be used according to the conditions attached to your account.
Free shipping applies when your order meets the applicable free-shipping conditions shown on our website or during checkout.
Do you ship internationally?
Yes. House of JSN ships worldwide. Available shipping options, rates and estimated delivery information for your country are shown during checkout.
Does international delivery take longer?
It can.
International shipments may require additional time due to distance, carrier processing, customs and local delivery networks.
Always check the current estimated delivery information for your destination.
Do I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes or local fees depending on the destination.
Where these are not collected during checkout, they may be charged by local authorities or the carrier.
These costs may be the responsibility of the recipient.
What if tracking says my package was delivered but I can’t find it?
House of JSN orders require a signature before they are handed over.
If delivery cannot be completed at your home address, the parcel may be taken to a PostNL collection point according to the carrier’s delivery process.
Always check your Track & Trace first for the latest delivery information.
If something still appears to be wrong, contact us with your order number so we can investigate the shipment.
Can I collect my House of JSN order myself?
Not at this time.
House of JSN currently does not offer customer collection.
We prefer orders to move through our controlled shipping process with tracking, signature on delivery and insurance.
This gives both you and The House a clear shipment record and additional protection for higher-value orders.
If collection becomes available in the future, we will communicate this separately.
Can I return my hair?
Hair extensions are hygiene-sensitive products and cannot be returned. Always inspect your order carefully before opening, installing, washing, colouring, bleaching, cutting, chemically processing or otherwise altering the hair.
If your order arrives damaged, defective or incorrect, please contact The House within 48 hours after receiving your order so we can review the situation.
Why is your return policy strict?
We believe in the quality of the hair we offer and we have spent significant time testing and working with our products before offering them through House of JSN.
At the same time, hair extensions are hygiene-sensitive.
Once hair has been opened, worn, installed, washed or altered, we cannot simply place it back into stock for another customer.
That protects everyone entering The House.
What if the problem was caused by House of JSN?
That is different.
If an item was supplied incorrectly, arrived defective or does not meet what you were reasonably entitled to expect, contact The House.
We will record the issue, investigate it and determine the appropriate solution based on the circumstances and applicable consumer rights.
House of JSN does not use its return policy to avoid responsibility for genuine product defects or fulfilment mistakes.
What should I do if something is wrong with my order or hair?
Please contact The House within 48 hours after receiving your order if your item arrived damaged, defective, incorrect or otherwise not as expected.
Please include:
Your order number
A clear description of the issue
Clear photos and/or videos where relevant
Depending on the situation, we may also ask about:
Installation
Products used
Heat exposure
Colouring or bleaching
Your maintenance routine
Every situation is reviewed individually.
We take the time to understand what happened before determining the appropriate next step.
What if I receive the wrong item?
Please contact us within 48 hours of delivery.
Include:
Your order number
What you ordered
What you received
Clear photos of the product and packaging
Please do not open, install, wash, colour, alter or use the hair while the issue is being reviewed.
If the mistake was made by House of JSN, we will take responsibility and determine the appropriate solution.
What if my package arrives damaged?
Please contact us within 48 hours of delivery.
Keep all packaging and send us:
Your order number
Photos of the outer shipping packaging
Photos of the product
A clear description of what happened
This allows us to document the issue and, where necessary, open an investigation with the carrier or shipment protection provider.
What if I experience an issue with the hair after using it?
Contact The House within 48 hours of noticing the issue.
Explain what happened and provide your order number.
Where relevant, we may request photos, videos and information about:
Installation
Products used
Heat exposure
Colouring or bleaching
Washing
Aftercare
Hair can be affected by many external factors.
We therefore investigate situations individually rather than automatically assuming the cause.
Does House of JSN cover damage caused by colouring, bleaching or excessive heat?
We cannot provide a blanket guarantee for damage caused by chemical processing or excessive heat.
These processes can permanently change natural human hair.
That is why we strongly recommend professional treatment, appropriate products and strand testing before processing the full bundle.
Is every order checked before shipping?
Our hair goes through a House quality check as part of our fulfilment process.
We have spent significant time testing and working with the hair ourselves before offering it through House of JSN.
However, human hair remains a natural product.
If you genuinely believe something is wrong, contact us within 48 hours of noticing the issue and allow The House to review it properly.
How can I contact House of JSN?
For general questions, product advice or support, you can contact us through:
WhatsApp: +31 6 15 71 74 28
or
WhatsApp is usually the fastest way to reach The House.
I already placed an order. How should I contact you?
If your question or issue relates specifically to an existing order, please contact:
or reach us through:
WhatsApp: +31 6 15 71 74 28
Always include your order number so we can help you faster.
Can you help me before I place an order?
Absolutely.
If you need help choosing your:
Texture
Length
Number of bundles
Overall look
contact us before ordering.
We would rather help you find the right room than leave you unsure.
Do you have a physical store?
House of JSN currently operates primarily online.
When we organise pop-ups, activations, events or physical House experiences, we’ll share them through our own channels.
Where can I see more from The House?
Follow House of JSN on TikTok and Instagram for:
Hair tips
Real results
New drops
Behind the scenes
House moments
Collaborations
Updates
Community content
The webshop is where you shop.
Our socials are where you see what happens inside The House.
Still have a question?
Come talk to us.
WhatsApp: +31 6 15 71 74 28
For existing orders:
The door is always open. đź–¤