Infinity’s FAQ

Hi beauty! Do you have any questions, or is there anything you are still unclear about? Check our list of frequently asked questions & answers. We hope this will help you. Can’t find your question? Send an e-mail to and we’d be happy to see how we can help you.

1. Product

Finding your perfect color match
Of course we want to make this as easy as possible for you! On our 'Find your color' page we'll tell you all you need to know.

That depends entirely on your taste! Every person on our team has a favorite style, and that probably applies to you as well ;) Our Lizzy regular braid is the most popular choice among children, for example. If your hair is fine or thin, Jolie fishtail and Viènne messy will probably look best on you. These styles are a bit flatter than the Lizzy regular braid.

Can’t choose? Here’s a little gift from us: order two styles and use the code TWICETHEFUN to get your second braid for only €34.95 instead of €44.95! Ofcourse, the discount is only valid if you keep both styles. 

You can be as creative as you want, but to we will e-mail you a few fun and easy tutorials get you started after buying your braided headband. We’re certain that you will get the knack of creating a
gorgeous Infinity hairdo in no time at all. So, keep an eye on your inbox!

Want to see more tutorials? Check out our YouTube channel.

Our headbands all have an adjustable strap (comparable to a bra strap). This makes them suited to every head size. Both adults and children (aged 3 and older) can adjust the braided headband for a perfect fit.

Is the braid still too large for you at its shortest setting?
No problem! There’s a way to tighten the strap even more. Just pull the entire strap through the loop near the clasp and attach the hook on the other side (so that the strap is double). That will make the headband a bit shorter and you will still be able to adjust it as you please.
Watch this video for instructions.

To get the best fit for your Infinity braided headband, wear it with the clasp as low in the nape of your neck as possible, near your hairline. Some people nestle the clasp in their hair, but if you do this the headband could slip off (particularly if you just washed your hair). Another great tip for more grip: make your hair (or the braid) a bit rougher by applying a little dry shampoo to it, or by teasing your own hair a bit. You can also attach your braid a bit more securely to your head by fastening it with bobby pins near your ears. Good to know: the more you wear your braid, the rougher it will get! The grip simply improves with wearing. 

Our braided headbands are handmade. We carefully selected ultra-soft synthetic hair of the highest quality with a 100% natural look and feel. We do not use animal hair – at Infinity, we love animals too much to harm them! Our braids are, in fact, vegan: better for animals, the planet, and your look! Keep in mind that because our headbands are all handmade, every braid is unique and no two will ever look exactly identical. Minor differences in color can occur. 

Could your braid do with some freshening up? Soak it in a basin with lukewarm water and a little mild shampoo for a few minutes. Pat dry carefully. Warning: do not dry it with a blow drier! Our braids cannot be dyed. 

Because we want you to receive wonderful gift, all Infinity Braids are packaged in a luxury gift box. Apart from your braided headband, the box also contains a satin storage bag. This bag protects it and keeps it soft and supple. We recommend always keeping your braid in this satin bag. Planning to go on a trip? Be sure to take your favorite hair accessory with you in its stylish bag! This way, you can be assured of a stunning hairdo that can be created in seconds, wherever you go!

Loose hairs are perfectly normal and will only make your braid look more natural. If these hairs bother you, we recommend pulling them out in their entirety (and not cutting them).

The photos we use for our Color Cards were shot in daylight, while the photos we use for our website were taken with studio lighting. That’s why they may not look identical. When you ask us to find a color match for you, we always ask you to provide us with a photo that was shot in daylight. We will then match your photo to the hair on an Infinity Color Card (which was also shot in daylight) to select your perfect match.

Yes, you can try them out at our Infinity sales points. Click here to find the sales point closest to you.

Please note that our sales points apply their own policies for sales and returns. This means that any discounts we apply online will not be valid at our sales points (and vice versa), and that the sales point’s own return policy applies if you wish to return your purchase. You cannot return an Infinity Braid purchased at a sales point online.

2. Ordering

Oops! The e-mail probably ended up in your spam folder. If you can’t find it there either, please send an e-mail to Our customer service department will then send you a confirmation e-mail.

Our customer service department can only change your address before your order has entered the processing stage. If this is not the case, you can send an e-mail to to inform us of the change. Be sure to include your name, the order number, and the new delivery address in your e-mail. Our customer service will then make the necessary adjustments. Please note that the sooner you do this, the greater the chances will be that your order has not been processed.

You will be sent an e-mail with a track & trace code the minute your order has been dispatched. You can use this code to track and trace your order.

No, online discounts are valid exclusively on We want to make sure you have a pleasant experience, whether you're shopping online or at our sales points. You can see our braids in real life at our sales points, try them on, and try out some cute styles right away (if you are visiting a hair stylist!). When you visit our online shop, you will be able to choose from our full range of products, take advantage of online discounts (if applicable), and enjoy the convenience of having your order delivered to your doorstep.

3. Payment

You can use various payment methods on our website:

- PayPal
- Klarna
- iDeal
- Bancontact
- SOFORT banking
- Apple Pay
- Creditcard: MasterCard, VISA of American Express.

There can be different reasons for this:

- Your discount code may have expired.
- Some discount codes require you to have an account.
- You may have already used your discount code.

Yes, you can. You will find the invoice for your order in your account on our website.

4. Dispatch & delivery

You probably can’t wait to get your Infinity Braid! We understand :) No worries! We are doing everything we can to ensure that your order is delivered as quickly as possible. Here are our anticipated delivery times:

The Netherlands and Belgium: 2 - 3 business days
Europe: 3 - 7 business days
International: Over 7 business days

Your order will be packaged by us and sent to you with the greatest care immediately following receipt of your payment. We use DHL as our carrier in the Netherlands and Belgium. For international shipments we use PostNL. Please understand that we are not responsible for delays by DHL or DHL or any other carrier, and that delivery delays will not entitle you to compensation. Neither are we responsible for taxes, excise or other duties, or any other costs associated with the shipment of your product. Orders are sent as parcel post, unless your order is small enough to be fit through your letterbox.

The Netherlands: €2.95
Belgium: €3.95
Germany: €3.95
Track & trace code included.

Other EU countries: €3.95 (without tracking ) & €6.95 (with tracking)
USA & UAE: €3.95 (without tracking ) & €6.95 (with tracking)
International: €3.95 (without tracking ) & €7.95 (with tracking)

Yes! You can have your package delivered to one of the 3,750 DHL Service Points
in the Netherlands. As soon as your package is ready, you will receive a message from DHL. Don't forget to bring a valid ID to the Service Point!

Oh no! That’s not what we want at all! If the order you received is damaged, please let us know by sending an e-mail to our customer service: Remember to include your order number and a photo of the product, clearly illustrating the damage. The deadline for notifying us of damage upon receipt of your parcel is 5 days after you received your parcel. Our customer service will process your message as soon as possible and look for the best solution, together with you. If we agree to send you a new product, we can only send you a product that is identical to the one you originally ordered. We cannot send you a different item to replace a damaged one.

5. Exchanging and returning

Of course you can! The fastest way to exchange your Infinity Braid is to place a new order and return the one you received from us. If you need color advice for your new order, send us a DM with a photo showing your hair color, photographed in daylight, plus a photo of the braid that doesn’t match your hair color. These photos will help us find the best match for you.

We apply a 14-day return policy. This means that you have 14 days, from the date on which you received your order, to return the product to us.

We apply a 14-day return policy. This means that you have 14 days, from the date on which you received your order, to return the product to us. To be eligible for a return, the product must be in the same condition as it was when your received it: unworn and unused, with all labels affixed, and in the original packaging.

You can return your product quickly and conveniently though Returnista. Before you start the return make sure you check this step-by-step. Just click the link to start the process. Make sure you remember to include your packing slip in your return parcel so that we can process your return without any problems. Please note that we cannot take responsibility for any product being returned that has become lost or damaged in transit.

 If you have any questions about returning a product, don’t hesitate to send an e-mail to

All returns are processed and refunded within 14 days of receipt, using the same payment method as in the order. Please note: It may take 10 days for the refund to appear in your bank account. Please bear in mind that shipping costs, including the cost of the return shipment, are not refunded.

Your return may not yet have been fully processed within Klarna’s payment terms. We therefore advise you to mark your order as a return in the Klarna app. Klarna will then put the invoice on hold. This will give everyone more time to finish processing the return shipment and prevent you from being charged any additional costs.  

Did you order several braids at once?
Then you can also choose to pay the entire invoice. The “surplus” amount will be refunded as soon as we have processed your return shipment.

Note: shipping costs remain in Klarna after you have sent us your return shipment. You will still have to pay these costs.

Yes, you can. Just don’t forget to put the packing slips of both orders in with the parcel! Otherwise, we will not be able to link the products we received in your return shipment to your orders. Have you lost our packing slip? Put a note stating your name, address, and order number in with the parcel.

Unfortunately, it is not possible for you to return or exchange an item that was purchased online at one of our sales points.

Oops! That’s not what we want at all! In spite of the fact that we always do everything we can to make sure that all orders are perfectly picked, packaged, and sent, something may nevertheless go wrong from time to time. If this is the case, please let us know by sending an e-mail to Our customer service department will check your order and help you get through the return process so that your order will be returned to our warehouse. As soon as we have received proof of delivery, we will send you the right item or items.

6. Sales points

Click the link to find your nearest sales points.

Please note that our sales points apply their own policies for sales and returns. This means that any discounts we apply online will not be valid at our sales points (and vice versa), and that the sales point’s own return policy applies if you wish to return your purchase. You cannot return an Infinity Braid purchased at a sales point online.

We’re delighted to hear that you would like to serve as one of our sales points! If you run a beauty salon, this will probably be possible. Send an e-mail to and we will get in touch with you.

7. Collaboration

We are delighted that you are interested in collaborating with us! You can send you application to Don’t forget to include links to your social media account(s), your number of followers, and a cover letter telling us why you want to collaborate with us.

That’s great! We’ll be delighted to help. Please send an e-mail to