Capilli FAQs
We have compiled a list of frequently asked questions to help you find the answers you’re looking for quickly and easily. If you can’t find the information you need here, we encourage you to visit the individual product pages for more specific product information.
Products
What is the lifespan of a product?
Our products follow USA cosmetic standards, which mean unopened items are good for three years. Once opened, products can be used for up to 12 months.
Does Capilli work for alopecia?
Our products are designed to help customers with alopecia achieve positive results, though individual outcomes may vary.
Do you have studies proving your claims?
Absolutely! We have linked and sumized studies that validate the effectiveness of our products. Visit our science page for detailed information about the research behind our products.
Are there any side effects?
Customer safety and satisfaction are our top priorities. We adhere to and exceed the strict quality and safety standards set by the USA for cosmetics.
These regulations ensure our products are safe, effective, and reliable. You can trust that every product has been thoroughly assessed to avoid any known adverse side effects. Your well-being is at the heart of everything we do.
Our micro-infusion kit is designed to be safe and gentle when used as directed. However, slight redness or irritation may occur, which is normal and should subside quickly. Always follow the instructions and consult with a dermatologist if you have sensitive skin or existing skin conditions.
Can microneedling cause drier skin than usual?
Slight dryness and temporary redness are normal when microneedling, as it creates tiny channels in the skin. To address this, apply unscented facial moisturiser to the skin.
This step effectively restores hydration, reducing dryness and promoting a well-nourished, healthy follicle area. Incorporating this into your routine ensures maximum results.
Do the products contain fragrance?
Most of our products are fragrance-free because we prioritize functionality over unnecessary additives, especially for items like our Daily Activator. However, for styling aids and other products, we’ve added a subtle, fresh scent to enhance the experience and promote a sense of well-being.
Do the products contain parabens?
None of our products contain parabens, we use Phenoxyethanol, Sodium Benzoate, and Citric Acid as preservatives.
Are the products vegan?
All of our products are vegan and cruelty-free.
Growth
What can I expect and when?
Some customers notice new small white hairs (vellus hairs) within 2–4 weeks of consistently using the Capilli System. However, visible results typically appear after 6–8 weeks, depending on individual growth rates.
Growing and/or regrowing takes time, and every journey is unique. Your starting point and goals will shape your progress. We recommend a 150-day commitment to get a realistic sense of your growth potential. Remember, it’s important to continue your routine even after initial gains, as vellus hairs need time to become terminal.
Ready to deepen your knowledge? Explore our blog.
How does it work?
The micro-channels created in the skin allow the Activator to penetrate deeper into hair follicles, ensuring the active ingredients are absorbed more effectively. This process directly stimulates dormant follicles, promoting growth. Additionally, the needles enhance blood flow and collagen production, further revitalizing inactive follicles and boosting growth.
How often should I microneedle?
Microneedling should be performed once a week as part of your routine. Mild redness and irritation are common following the procedure, so we recommend planning your sessions accordingly to allow for proper recovery. For the best results, please follow the instructions provided with your kit carefully.
Do I need to continue using the kit to maintain my results?
Yes, to maintain your results, continued use of your selected system is recommended. Regular use supports healthy growth and helps sustain your progress over time.
How long does an infusion head last?
Each infusion head is designed to last for four uses when used once per week. Over time, the needles can become dull, reducing effectiveness. For optimal performance and hygiene, we recommend replacing the infusion head monthly as part of your subscription.
What helps growth besides a Capilli System?
In addition to using the Capilli System, maintaining a healthy lifestyle can support growth. This includes:
- Proper Nutrition: Foods rich in vitamins like biotin, zinc, and vitamin D can promote hair health.
- Good Skincare: Keeping your skin clean and moisturized provides a healthy foundation for growth.
- Adequate Sleep: Rest supports overall health, including hair growth.
- Exercise: Regular physical activity improves blood circulation, which helps nourish hair follicles.
While these factors can contribute, the Capilli System offers a targeted, science-backed approach to achieve the best results.
What are the ingredients in The Activator and Cleanser?
Our Activator and Cleanser are formulated with high-quality, science-backed ingredients to support healthy growth, skin care, and hygiene.
- The Activator: Contains copper peptides, caffeine, biotin, and natural extracts to stimulate hair follicles, promote growth, and nourish your follicles.
- The Cleanser: Contains 91% isopropyl alcohol, which is specifically chosen for its effectiveness in sanitizing the micro-infusion kit.
For a detailed list of ingredients, please refer to the product packaging or visit our product pages.
Can I use the infuser more than once a week?
We strongly recommend using the infuser only once a week. Overuse can lead to skin irritation or damage, which may hinder your progress. For best results, follow the instructions provided and allow your skin time to recover between sessions. Consistency and proper use are key to achieving optimal outcomes.
Can you use the infusion Kit if you have acne?
It’s not recommended to use the infusion kit on areas with active acne, open wounds, or irritated skin, as this could worsen the condition or lead to further irritation. If you have severe acne, we suggest consulting with a dermatologist before incorporating the infusion kit into your routine to ensure it’s safe and suitable for your skin.
Can you shave when using the infusion Kit?
Yes, you can shave while using the infusion kit. However, we recommend waiting at least 24 hours after shaving before using the kit to allow your skin to recover and minimize irritation. This ensures a smoother application and reduces the risk of sensitivity during the microneedling process. Always follow the instructions for best results.
Can you use a Capilli System if you are under 18?
The Capilli System is designed for adults aged 18 and older. We do not recommend its use for individuals under 18, as their skin and hair growth patterns are still developing. If you have questions or concerns, consult a dermatologist or healthcare professional before use.
What are the lengths of the needles?
The needles in the micro-infusion kit are 0.5mm in length, carefully selected to provide effective stimulation of hair follicles while remaining safe for at-home use. This length is ideal for promoting growth without causing unnecessary irritation or discomfort.
Order & Delivery
Can I cancel or change my order?
Yes, you can cancel or modify your order. To ensure timely processing, please contact our customer support team as soon as possible after placing your order. Once the order has been shipped, cancellations or changes may not be possible. For subscriptions, you can update or cancel your plan directly through your account portal.
I haven’t received an order confirmation.
If you haven’t received an order confirmation, please check your spam or junk email folder first. If it’s not there, contact our customer support team with the name and email address used for the purchase, and we’ll assist you in verifying your order. We’re here to help ensure everything is on track!
I’m missing something in my package.
We’re sorry to hear that! If an item is missing from your package, please contact our customer support team with your order number and details about the missing item. We’ll resolve the issue promptly by sending a replacement or addressing the concern as needed. Your satisfaction is our priority!
When will my order be shipped?
Orders are typically processed and shipped within 1-2 business days after they are placed. You’ll receive a confirmation email with tracking information once your order has been shipped. If you have any questions about your order status, feel free to contact our customer support team.
My package states “delivered”, but I haven’t received it.
If your package shows as “delivered” but you haven’t received it, please follow these steps:
- Check your surroundings: Look around your delivery area (porch, mailbox, etc.) and check with neighbors or building management.
- Wait a little longer: Carriers sometimes mark packages as delivered shortly before actual delivery.
- Contact us: If the package still hasn’t arrived, reach out to our customer support team with your order number. We’ll work with you to resolve the issue quickly.
Your satisfaction is our priority, and we’re here to help!
What is the difference between Import fees and VAT?
Import fees and VAT (Value Added Tax) are both costs associated with international shipments, but they serve different purposes:
- Import Fees: These are duties, tariffs, or customs charges imposed by a country's government on goods imported from another country. Import fees vary based on the type, value, and origin of the goods.
- VAT (Value Added Tax): This is a consumption tax applied to goods and services within a country, including imported items. VAT is usually a percentage of the item's value, plus any applicable import fees.
In summary, import fees are related to bringing goods into a country, while VAT is a tax on the value of the goods being sold or used within that country. Both may apply to international orders, depending on the destination country's regulations.
Payment & Returns
Has my order been accepted?
To check if your order has been accepted, look for an order confirmation email from us. If you haven’t received one, please check your spam or junk folder. If you still don’t see it, contact our customer support team with your name and the email address used for the purchase, and we’ll confirm the status of your order for you.
Which payment methods do you accept?
We accept a variety of payment methods to ensure convenience for our customers, including:
- Credit and Debit Cards: Visa, MasterCard, American Express, and Discover
- Digital Wallets: PayPal, Apple Pay, and Google Pay
- Buy Now, Pay Later: Options like Klarna or Afterpay (if available)
For more details or specific inquiries, feel free to reach out to our customer support team.
Does anybody get access to my payment information?
No, your payment information is secure and private. We use trusted third-party payment processors to handle transactions, ensuring that your payment details are encrypted and never stored on our servers. This keeps your information safe and inaccessible to unauthorized parties. If you have concerns, feel free to contact our customer support team.
Do you have a discount code I can get?
We occasionally offer discount codes through promotions, email newsletters, and social media. Follow us on social media or subscribe to our email list to stay updated on the latest deals. You might even find an exclusive discount waiting for you right now!
I regret my purchase, can I cancel?
If you regret your purchase, you may cancel your order if it hasn’t already been shipped. Contact our customer support team as soon as possible with your order details, and we’ll do our best to assist you. If the order has already shipped, we can guide you through the return process once the package arrives.
How do I return my purchased products?
To return your purchased products, please follow these steps:
- Contact Customer Support: Reach out to our team to initiate the return process. Provide your order number and reason for the return.
- Review Eligibility: Ensure the products are unused, in their original packaging, and meet our return policy criteria (e.g., within the specified return window).
- Receive Instructions: We’ll provide a return shipping address and any additional instructions.
- Ship the Product: Package the items securely and use a trackable shipping method. Keep the receipt for your records.
Once we receive and inspect the returned products, we’ll process your refund or exchange as per our policy. If you have any questions, feel free to reach out!
I’m unable to complete my payment.
If you’re unable to complete your payment, here are a few steps to troubleshoot:
- Check Your Details: Ensure your card or payment information is entered correctly, including the billing address and CVV code.
- Verify Funds: Confirm that your payment method has sufficient funds or credit available.
- Try Another Method: Use an alternative payment method, such as PayPal or another card, if available.
- Contact Your Bank: Sometimes, banks block online transactions for security reasons. Contact your bank to authorize the payment.
- Clear Cache or Switch Browsers: Refresh your browser, clear your cache, or try using a different browser or device.
If the issue persists, reach out to our customer support team, and we’ll assist you in completing your order.