RETURNS | FAULTS | REFUNDS | SHIPPING

RETURNS

We accept returns on ready-to-ship products available on our website. The products must be unused and accompanied by proof of purchase. We will also request images of the unused products before any return is accepted. To be eligible for a return, you must complete a Product Return Form. All returns must be made within 14 days of the purchase date.

Please note that custom-made, sale, and digital products are not eligible for return or refund.

The health and well-being of our customers and clients are paramount. As hair extensions are considered an intimate product, we take great care to ensure that returns are not cross-contaminated. Therefore, products that have been worn, washed, brushed, coloured, or cut are considered used and are not eligible for return, exchange, or refund.

Important: Only use products if you are 100% satisfied and ready to install them.

To initiate a return, please complete a Product Return Form.

FAULTS

We uphold the highest quality standards through stringent quality control protocols. In the unlikely event that you receive a faulty product, please complete our online Product Return Form within 48 hours of noticing the fault.

To initiate a return, please complete a Product Return Form.

We aim to respond to all email inquiries within 24 hours.

REFUNDS

Website Purchases

Unused products authorised for return are eligible for a refund or exchange. Refunds will be issued to the original payment method. Please note that card refunds may take up to 10 working days to process. Custom-made, digital, and sale products are not eligible for return, exchange, or refund.

Salon Purchases

Hair extension consultation fees, fitting and colour services, and deposits for custom-made product services (hair extensions, hair replacement systems, custom-made wigs and toppers) are non-refundable.

Salon Hair Enhancement Lead Times

Hair Enhancement Services that involve custom-made products (including hair extensions, wigs, hair loss systems, and toppers), lead times may vary during each stage of production and shipping. All hair enhancement services will require a minimum of 3 salon consultation appointments (initial consultation, enhancement sizing and colour consultation, and final fitting consultation). We aim to deliver custom-made products to salon customers by the dates outlined in their consultation recaps. However, in certain circumstances beyond our control, lead times for custom-made products may extend up to eight weeks.

SHIPPING

Customers will be notified via email when their orders are ready for dispatch. This notification will include your order details, tracking information, and images of the finished product(s).

We use the following shipping services:

United Kingdom: Royal Mail - Next Day Delivery (1 Business Day) on order placed before midday Monday - Friday.

International: UPS (3-5 Business Days)

We are not responsible for lost, stolen, or damaged items, customs clearance delays, or shipping delays once your order has been dispatched and received the respective shipping companies.

All shipping costs associated with orders, including the return of products, are non-refundable and are the responsibility of the customer. Please use a trackable and insured service for product returns.

TRACK MY ORDER

You can track your order using the following services: Royal Mail and UPS .

IMPORT AND CUSTOM FEES

International purchases may incur import customs fees, which are the sole responsibility of the customer (importer). Import fees vary from country to country. We advise all customers to check applicable import fees on their country’s government website before placing an order.