Refund & Delivery Policy
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Refund & Delivery Policy

Delivery Policy

Purchased items will usually be dispatched on the next working day, depending on stock availability.

If an item is out of stock, we will let you know as soon as possible and give you an estimated delivery date.

We cannot be held responsible for delays from Royal Mail or any other courier service that we may use at the time.

It is best to allow up to 2 weeks for an item to arrive to allow for unforeseen circumstances.

Please note delivery is to the address, not to you personally, so the courier is authorised to leave the parcel with anyone at that address.

Once an item has been packed for shipping we will not be able to recall it. 

Shipping costs

  • By Royal Mail post to a UK mainland address:

Orders over £70 (UK only) - FREE shipping.

Orders £70 and under - £4.99 for Royal Mail 1st Class "Signed For" service.

  • By Royal Mail post to an overseas address (including ROI):

£12.99


Returns Policy

The purpose of our Returns Policy is to ensure that we can keep prices competitive for all our customers. We made every effort to keep it simple. However, if something is not clear, feel free to contact us so we can answer you.

Consumer Contracts Regulations

Under the Consumer Contracts Regulations the sale of hair extensions online is considered as "for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly".

Therefore, whenever possible or practical to do so, we will endeavour to fix minor faults or replace faulty parts (e.g. broken clips) rather than replace the whole product. 

Please note that neither real hair, nor synthetic extensions, are designed to last forever. Hair are expected to fall out and some matting/tangling may occur over time. We recommend you follow care recommendations to guarantee the maximum longevity of our products.

We supply both Remy real human hair and synthetic hair. Please see each individual item for product full details and care instructions.

Selecting the right colour

Please take time to select the right colour before you order. Please be aware that despite our best efforts, display screens from PC, tablets or Android devices can alter the way colours are displayed on this website.

If you're unsure about which colour to choose, we strongly advise you to borrow a colour ring before you buy or send us a sample of your hair (a lock on a piece of card will do) so we can find the right matching colour for you, free of charge.

Please note that in case you return an item because it turns out not to be the matching colour for your hair, we will be more than happy to help with your second order so as to maximise the chances for a successful colour match. However, you are liable to pay for return postage costs.

How to return a product

To submit a return, in the first instance please contact us by email, clearly mentioning "Return", the order number and the exact reason for the return in your message.

If you are returning products we strongly recommend you send them by recorded delivery as we can't accept responsibility for items lost in the mail.

You have 7 (seven) days from receipt of delivery to decide if you would like to opt for an exchange. This means that the item should reach us no later than 14 days after you originally received it.

All returned products will be checked to see if they meet the Returns Policy criteria, as explained in the next section. We will notify you by email if your item does not meet the criteria. Should you fail to respond within 28 days, the product will be destroyed.

No Hassle Money Back Guarantee

We offer a No Hassle Money Back Guarantee if an item you order is not the right colour or if it is faulty.

The refund will be issued to you when the product reaches us and has been duly checked.

Faulty products should be notified and returned to us as soon as possible. Faulty products will be analysed to determine the nature of the fault. If the fault is thought to be user-generated (e.g. incorrect fitting or lack of reasonable care) then no refund will be given and we will not refund the cost of you returning the item to us. However, we will advise you on how to improve the condition/rectify the fault. The item will also be returned to you at your own cost.

Please note that you are liable to pay the return postage of any unwanted items, unless the item is faulty.

However, please note that we cannot accept returns for:
- Non-standard items i.e. Mixed-colour items; Items over 22'' in length.
- Products that have been used or tampered with in any way. This includes (but is not limited to) dyeing, curling, straightening and cutting. We cannot accept returned items where the backing card has been removed.

Should we feel your return does not qualify for a refund or exchange, we will advise you by email and specify the reason.