Your Account – FAQ | RH Excellence
This FAQ is here to help you get the most out of your RH Excellence account. From creating your profile to tracking your orders and updating your details, you’ll also discover how to benefit from our exclusive loyalty program and referral rewards — designed to thank you for choosing RH Excellence and sharing it with your friends.
To track your order, log in to your RH Excellence account, click on your name, then select “My Orders.” Choose the order in question, click on “Details,” scroll down slightly, and click on the carrier’s link to access your tracking number and view the delivery status.
Each euro spent earns you 1 point. You can also earn extra points by completing missions such as subscribing to the newsletter, following us on social media, posting reels with our products, doing an unboxing, or leaving a Google review.
From 500 points, you get a €5 discount; 1000 points give you €10, and 1500 points give you €15. These rewards are converted into vouchers to use on your next orders. The more you shop, the more you save.
Invite your friends to discover RH Excellence: both the referrer and the friend receive a €10 discount to use on their next order. The referrer’s voucher will be available 14 days after the friend’s purchase.
Yes. At RH Excellence, the security of your personal data is a top priority. We use advanced SSL encryption to protect all transactions and communications on our site. Your information is stored on secure servers and is never shared with unauthorized third parties. We also follow strict privacy protocols and comply with GDPR regulations.
Yes. In your RH Excellence account, you can save multiple delivery addresses to make checkout faster and more convenient. Simply go to the “My Addresses” section in your account area to add, edit, or delete addresses as needed. This allows you to easily switch between your home, workplace, or a friend’s address without re-entering your details for every order.
No, you don’t need to create an account to shop at RH Excellence. You can check out as a guest quickly and without registration.
However, creating an account comes with many benefits: easy order tracking, full purchase history, saved delivery addresses, access to our loyalty and referral programs, and exclusive offers reserved for members.
If you haven’t received your invoice after placing an order with RH Excellence, first check your account in the “My Orders” section. Click on the relevant order to download your invoice as a PDF.
Also, make sure to check your email’s spam or junk folder, as the message containing your invoice might have been filtered there.
If you still can’t find it, contact our customer service team by email or phone, providing your order number. We’ll promptly send you a copy of your invoice.
If you’re having trouble completing your order on RH Excellence, first make sure all required fields are filled in, including your contact details, delivery address, and payment method.
Also, check that your browser is up to date and your internet connection is stable. You can try clearing your cache or switching to a different browser.
If the issue continues, contact our customer service team by email or phone with as many details as possible (device type, browser used, any error message). Our team can even complete the order directly with you
Delivery times depend on the carrier you choose:
Colissimo Home with Signature: 2 business days, Monday to Saturday.
Colissimo Home without Signature: 3 days, delivered directly to your mailbox.
Chronopost Express (home delivery): 24 hours if the order is confirmed before 2 p.m., Monday to Saturday, with signature and insurance included.
Chrono Relais Express (pickup point): 24 hours, Monday to Saturday, with signature and insurance included.
DHL Express: 24 to 48 hours to your home, Monday to Friday, before 1 p.m., with signature and insurance.
Chronopost Pickup Points (Shop2Shop): 2 to 5 days within France and Europe, with signature.
Colissimo Pickup or Home Delivery: usually 2 to 5 days depending on the option selected.
Orders confirmed and paid before 2 p.m. are shipped the same day, except weekends and public holidays. Shipments are made Monday to Saturday, excluding Sundays and public holidays.
For deliveries outside mainland France, Europe, or internationally, shipping times may be longer depending on the destination and customs processing.
In case of exceptional weather or unforeseen events, delivery times may vary slightly.
If your RH Excellence order hasn’t arrived within the estimated delivery time, first check its status using the tracking number you received by email or in your account under “My Orders.” This will show whether the package is still in transit, waiting at a pickup point, or if there was a delivery issue.
If the tracking shows the order as delivered but you haven’t received it, check with your neighbors or building manager in case the carrier left it with them.
For unusual delays or if no tracking information is available, please contact our customer service team by email or phone, providing your order number. We will open an investigation with the carrier and, if necessary, arrange a replacement shipment or a refund depending on the situation.
Yes. RH Excellence ships to many countries around the world. When placing your order, you can select your delivery country in the address form. Shipping costs and delivery times vary depending on the destination and carrier chosen.
In mainland France, delivery takes 24 hours to 5 business days depending on the shipping method. For Europe and international destinations, delivery times depend on the country and any applicable customs procedures.
Some countries may be subject to restrictions or additional fees for customs duties and import taxes, which are the customer’s responsibility. Before confirming your order, the exact shipping cost will be displayed.
If your country is not listed at checkout, please contact our customer service team to confirm availability and receive a personalized quote.
Yes. At RH Excellence, you have 14 days from the date you receive your order to exercise your right of withdrawal and return an item. The product must be in its original condition — unworn, unwashed, unused — with its packaging and seals intact for hygiene reasons.
To request a return, log in to your account, go to “My Orders,” select the relevant order, and follow the return request process. You’ll receive instructions by email on how to send the product back to us.
Return shipping costs are the customer’s responsibility, except in cases where we made an error or the product is defective. Once we receive and inspect the item, we’ll process a refund to your original payment method or arrange an exchange, depending on your preference.
To request an exchange or a return on RH Excellence, follow these steps:
Log in to your customer account on remyhair.fr.
Click on your name in the top right corner of the page.
Select My Orders from the menu.
Find the order containing the item you want to exchange or return and click Details.
Check the box for the relevant item(s), then choose Request a Return or Request an Exchange.
Enter the reason for your request in the provided field and confirm.
You will then receive an email with detailed instructions to prepare and ship your package. Items must be returned in their original condition — unworn, unwashed, unused — with packaging and seals intact, for hygiene reasons.
Return shipping costs are the customer’s responsibility, except in cases where we made an error or the product is defective. Once we receive and inspect the package, we will process the exchange or refund according to your choice and product availability.
If you’ve returned a product to RH Excellence and haven’t received any confirmation, start by checking your shipment’s tracking number with your carrier. This will let you know if the package has been delivered to our facility.
Once we receive your package, our team performs a quality check to ensure the product meets our return conditions: in new condition, unworn, unwashed, unused, with original packaging and seals intact. This process can take 3 to 5 business days after delivery.
If you still haven’t received any updates after this time, please contact our customer service team by email or phone, providing your order number and return tracking number. We will check the status of your request and confirm the next steps: exchange, refund, or store credit.
Once we receive your return, RH Excellence will carry out a quality check to ensure the product meets our return conditions: in new condition, unworn, unwashed, unused, with original packaging and seals intact.
After this check is approved, we process your refund within 3 to 5 business days. The exact time it takes for the amount to appear in your account depends on your bank or payment provider and may take an additional 2 to 7 business days.
Refunds are issued via the same payment method used for the original purchase (credit card, PayPal, etc.). You will receive a confirmation email as soon as the refund has been processed.
At RH Excellence, color exchanges are possible as long as the extensions are in their original condition, unworn, unwashed, unused, with packaging and seals intact, for hygiene reasons.
For voluntary exchanges (for example, changing the color or length), return and reshipping costs are the customer’s responsibility. However, if the error is on our part (wrong color sent compared to the original order), we cover all shipping costs related to the exchange.
To start the process, log in to your customer account, go to My Orders, select the relevant order, and submit an exchange request specifying the new color you would like. You will then receive instructions by email on how to return the product.
If you paid for your RH Excellence order in installments (via a payment provider such as Alma or PayPal), the refund will be made using the same payment method you used for the purchase.
Once we receive and approve your return, the payment provider will be notified and will process the refund:
If there are still remaining installments: the upcoming payments will be canceled, and any amounts already paid will be refunded to the same account or card.
If all installments have already been paid: the total amount for the returned item will be refunded in one payment.
The time it takes for the refund to appear on your account depends on your bank and the payment provider, usually between 3 and 10 business days.
Clearance items are final sale and cannot be returned or exchanged, except in the case of a defective product or an error on our part when shipping your order.
For sale items (excluding clearance), returns and refunds are possible within 14 days of receipt, provided the product is in its original condition, unworn, unwashed, unused, with packaging and seals intact.
If you entered an incorrect email address when placing your RH Excellence order, you won’t receive the confirmation or tracking emails. Don’t worry, your order is still registered in our system.
To correct your email address and receive your order information, please contact our customer service team by phone or email, providing:
Your full name
The date of your order
The order amount
The correct email address to use
Our team will update your details in our system and resend your confirmation email along with your tracking information.
If you haven’t received your confirmation email after placing an order with RH Excellence, first check your spam or junk folder, as the message may have been filtered there.
If the email is not in your inbox, make sure the email address you provided at checkout is correct. A typo in your email address can prevent you from receiving your order details.
If you suspect an error, contact our customer service team by phone or email, providing:
Your full name
The date of your order
The order amount
The correct email address to use
Our team will verify that your order has been registered, update your details if needed, and resend your confirmation email.
If you notice that an item is missing from your RH Excellence order, first carefully check the contents of the package, including under the packing material or protective fillers.
Next, compare what you received with the packing slip included in your box. Sometimes an item may be shipped separately, in which case this will be noted on the document or in your shipping confirmation email.
To ensure the accuracy of our shipments, every order is photographed and weighed to the exact gram before dispatch. This allows us to quickly verify any claim.
If the item is neither in the package nor listed as a separate shipment, please contact our customer service team by phone or email as soon as possible, providing:
Your order number
The name of the missing item
Photos of the package and its contents (if possible)
Our team will promptly investigate the situation and arrange either a replacement shipment or a refund, depending on your preference.
At RH Excellence, the processing of an exchange or refund begins as soon as we receive and inspect your returned item. All products must meet our return conditions: brand new, unworn, unwashed, unused, with original packaging and intact seals.
Once the quality check is approved, the usual processing time is 3 to 5 business days.
For an exchange: your replacement item will be shipped immediately after validation, subject to availability of the chosen reference.
For a refund: it will be issued to the same payment method used for your purchase. The time for the amount to appear on your account depends on your bank or payment provider (usually 2 to 7 additional business days)
If your package arrives damaged, please report it immediately to the delivery driver or pickup point, and refuse the package if the packaging is severely damaged.
If you choose to accept it, take clear photos of the package (outside and inside) and of the affected items.
Then contact our customer service within 48 hours of receipt, providing:
Your order number
The tracking number
The photos taken
This information is essential for filing a claim with the carrier and quickly offering you a solution (exchange, replacement, or refund depending on the case).
If you’re a hair professional, you can enjoy exclusive wholesale prices at RH Excellence. Simply create a customer account on our website, then contact our customer service via the contact form or by email at [email address], providing your business registration number and details about your activity.
Once your information is verified, your account will be switched to “professional” mode, giving you automatic access to wholesale prices when shopping online.
At RH Excellence, we are committed to ensuring that every strand comes from an ethical and traceable source. Our suppliers collect hair directly from donors, limiting intermediaries to guarantee fair and equitable compensation. This approach supports local communities while preserving exceptional quality through strict selection and processing controls.