UK Standard Delivery – £5.99 (5-7 working days)*
UK Next Day Delivery – £12.99 (next working day)*
Orders over £149.99 – Free Standard Delivery**
ROI & Continental Europe (7 – 10 working days – Maximum 5 items per order – £19.99)***
Rest of the World (10-14 working days – Maximum 5 items per order – £24.99)***
*Please note: whilst we make every effort to get your order out on the same day, if you place it after midday there is a possibility that it will be sent out the following day. This excludes items that are out of stock; where an item is out of stock the customer will receive a refund of the shipping charges whilst the order is being processed. In addition, orders place on a Friday, Saturday or Sunday will be delivered on Tuesday.
**Orders weighing more than 1kg will incur additional postage costs.
***Buyer is responsible for all custom and import duties where applicable.
ACKNOWLEDGEMENT AND ACCEPTANCE OF YOUR ORDER
We will notify you by email as soon as possible to acknowledge receipt of your order. If we are unable to fulfill your order following this acknowledgement, we will contact you by email or telephone advising you of this. If you require any information concerning your order please email us at firstname.lastname@example.org. We may not accept your order if an item you have ordered is out of stock, if we have identified a product or pricing error or if we are unable to obtain authorisation for your payment. Please note that we reserve the right to reject any offer to purchase by you at any time.
We use Royal Mail recorded and special delivery or a courier service, to deliver all orders. Please ensure that someone can sign for the package at the delivery address.
Provided there is stock availability, your order should be dispatched within 24 hours, except for weekends and Bank Holidays. If the total weight of the order exceeds 1kg, a higher delivery charge will apply, in which case we will contact you by email or phone so that you can approve the higher shipping costs. If not, we reserve the right to cancel the order.
As all our parcels require a signature upon delivery; we are unable to deliver to PO Box addresses.
We will deliver the merchandise in accordance with the delivery option selected by you. Please view our delivery options for full details. Whenever referred to, working days exclude Saturday, Sunday and Bank holidays and UK public holidays. Orders to one address may be delivered in one or more deliveries however you will only incur one delivery charge.
Upon receipt you should inspect the merchandise and check that everything specified on the delivery note is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem or you cancel the order in accordance with your cancellation right and/or you return the goods in accordance with our returns policy and procedure. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date.
We understand that picking the right colour might be a bit difficult when choosing from a computer screen, so we are more than glad to exchange your unused and unopened hair extensions for the right colour.
Please inform us by email before you send any item back.
We hope that you will love everything you buy from us, however if this is not the case, we promise to exchange any item (except items stated below) providing you return it to us in a saleable condition within 7 days of the date shown on your dispatch note. For hygiene reasons, some products are non-exchangeable this includes: virgin human hair bundles, closures, frontals, lace wigs, custom made wigs and extensions bought in our bundle deals. These items cannot be exchanged or refunded.
When returning items to us, please place your unused goods in their original packaging and do not remove any labels or tags.
If you would like to return an item to us please re-pack your parcel and attach the returns label on the front of it, please notify us of your intention to return the item by email: email@example.com
Please follow the below process for returning your parcel to us:
1. Repack the item in its original packaging with labels and tags still attached.
2. Return the package to the address specified and obtain proof of postage
3. Please do not post the package through the post box without obtaining a certificate of posting.
4. Keep your certificate of postage safe as your will need this as your proof of return.
HOW DO I RETURN A FAULTY ITEM?
If you receive a faulty item and would like a refund, please state the fault on your returns note which you include inside the returned package. We will then examine the returned product and will notify you of any refund you are entitled to via email within a reasonable period of time.
HOW LONG WILL MY REFUND TAKE TO BE PROCESSED?
If you would like to return an item, we will refund you within 10 working days from the day that we email you to confirm that you are entitled to a refund. Please note, this is provided that the product returned is received back to us within the 7 day returns period or is faulty. Late returns cannot be accepted and may be returned to you. Faulty products returned will be refunded in full, excluding the shipping charges. In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting. Your refund will be processed back to the original payment method used to pay for your purchase.
For UK & European customers, we will deduct a £6.00 administration fee from any refund to your debit / credit card/ PayPal account. This cost is in respect of the cost we will incur in administering the return/refund. This is also applicable when free delivery has been received as part of a promotion on our website.
However, we will not deduct an administration fee in respect of products which were delivered faulty or incorrectly by us.
All other overseas customers will incur a £10 administration fee for orders under £200; orders over £200 will incur an additional 20% plus an administration fee of £10.