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Oh goodness!!!! HER HAT!!!Okay, I got mine second hand too, and she had massive clumps of rat poo in her knotted up hair. I shampooed, which to my error tangled her hair more but still got the poo out. I held her between my legs with a towel and spent time working from the base of her tail upwards towards the roots(using lots of conditioner and water to keep the hair slick), doing small sections at a time. After that, I used a hot iron. Her hair is gorgeous now <3 Yours doesn't look as bad as mine was (afro of turds ) so you may be able to skip the heat!A little trick I use is when I'm all done, I run it under hot water, holding it out away from my hand with a utensil, and then shape it into how I want it to dry, and leave it like that overnight. Having the hair that wet makes it dry stuck together, making it looks very slick, and when it's nice and dry, a little massage witht he fingers...oh it's just so soft <3