CUSTOMER FAQS

Got a question? We've got you covered.

Below you will find the answers to our most commonly asked questions. Hopefully you'll find everything you need, but if there is something here that we have not answered, please contact us so that we can help.



ORDERS & deliveries

WHAT PAYMENT OPTIONS ARE AVAILABLE?

You can pay for your order by card, PayPal or Buy Now Pay Later with Klarna. For more information on Klarna, click here.

HOW DO I FIND MY TRACKING NUMBER FOR MY ORDER?

Once your parcel has been sent out by Royal Mail, you will be sent your tracking number by text or email.

HOW DO I TRACK MY ORDER?

Visit Royal Mail's website here and enter the tracking number that we have provided you with. It will then display the current status of your order.

CAN I AMEND OR CANCEL MY ORDER?

Unfortunately, no amendments can be made to your order once the order has been placed including name, address or items. If you would like to change your order, please call us on 0151 3780972 as soon as possible to cancel your order, then you are able to make a new one. If you would like to cancel your order all together, please let us know by 3pm on the same day the order was placed.

CAN I RETURN MY ORDER?

Yes, we have a 14 day returns policy. For more information, please read our Returns & Refunds Policy.

WHAT TIME DO ROYAL MAIL DELIVER UNTIL?

Royal Mail deliver between 8am and 4pm.

WHAT IF I AM NOT IN WHEN MY PARCEL IS DELIVERED?

Royal Mail will attempt to deliver your parcel to a neighbour, but failing that, will take your parcel to the closest post office or depot and leave a collection card with instructions.

WHAT IS THE DIFFERENCE BETWEEN ROYAL MAIL 48HR AND ROYAL MAIL 24HR?

Royal Mail 48HR takes 2-3 working days to arrive, and Royal Mail 24HR takes 1-2 working days to arrive.

DO YOU OFFER SATURDAY DELIVERY?

Yes, we offer Saturday delivery. This is sent via Royal Mail. This is not a guaranteed service, please see our Returns & Refunds Policy page for more information.

I HAVE A DISCOUNT CODE BUT IT IS NOT WORKING, WHAT SHOULD I DO?

Each discount code is limited to one use per customer, so if you have already used the discount code then it will not be valid at checkout. Some discount codes are also only available for a limited amount of time, so you may be using a discount code that has now expired.

WHERE CAN I FIND DISCOUNT CODES?

Our brand ambassadors advertise discount codes, so please be sure to follow our Instagram @hairchoiceextensions to stay up to date with the latest HC Dolls. Make sure you subscribe to our newsletter too for exclusive deals and offers.

I HAVE RECEIVED MY ORDER, BUT MY COLOUR DOES NOT MATCH. WHAT SHOULD I DO?

Please contact us so we can arrange for you to return your unworn hair for an exchange. Please note, it must be returned unused and in its original packaging in order for us to swap. For more information on where to return your product, please visit our Returns & Refunds Policy page.

HOW LONG DOES A REFUND TAKE?

As soon as we receive your item back into our warehouse it will be processed for a refund. It should show up in your bank within 3-5 working days.

DO YOU REFUND THE DELIVERY COST?

All delivery costs are the responsibility of the customer so if you return your items, we do not refund the initial delivery charge or the cost of returning.

I'VE RECEIVED THE WRONG ORDER, WHAT SHOULD I DO?

Well this is embarrassing, that should not have happened. Please email us orders@hairchoiceextensions.com and we will ensure you receive your correct order.

WILL I BE CHARGED FOR CUSTOMS & IMPORT DUTIES IF I AM OUTSIDE THE UK?

All of our delivery charges are inclusive of customs and import duties.


PRODUCTS

HOW CAN I GET A COLOUR MATCH?

Please send a picture of your hair down from the back in natural light with no filter, to the whatsapp button on the bottom left of the website.

I CAN'T FIND MY SHADE, WHAT SHOULD I DO?

If you can't find your shade, contact us for a Colour Match. The great thing about Hair Choice Extensions is that there is a shade for every babe!

HOW LONG DOES IT TAKE FOR ME TO RECEIVE MY COLOUR MATCH RESULTS?

As we receive hundreds of messages a day we aim to reply within 24 hours of you sending us a photo of your hair to match.

ARE THE BACK STAGE & PONY PIECES MADE OUT OF REAL HAIR?

Our Back Stage Clip Ins & Pony Pieces are luxury synthetic and are super sleek and soft just like real hair.

CAN I BLOW DRY OR WAND THE BACK STAGE & PONY PIECE HAIR PIECES?

As these hair pieces are not real hair, we would not recommend blow drying, wanding or applying any other kind of heat to the hair.

CAN I DYE THE BACK STAGE OR PONY PIECE HAIR PIECES?

As these hair pieces are not real hair, we would not recommend dying the hair.

CAN I WASH THE BACK STAGE OR PONY PIECE HAIR PIECES?

If you need to wash then you can apply a small amount of shampoo then conditioner and wash with lukewarm water. Please be aware that no heat can be used to dry the piece.

HOW MANY PIECES OF YOUR BACK STAGE CLIP INS DO I NEED FOR A FULL LOOK?

One piece is all it takes to achieve your stunning voluminous lengths.

I CAN'T FIND THE PRODUCT I AM LOOKING FOR ONLINE.

We have a search function on our website which you can find in the top right hand corner. Click the spyglass and type in what you are looking for and it should come up in the search results. If there are no results, please contact us and let us know what you are looking for.

WHAT IS THE DIFFERENCE BETWEEN SYNTHETIC HAIR, HUMAN HAIR AND BRAZILIAN HAIR?

Our Back Stage and Pony Pieces are manufactured to look and feel like real hair but are made from synthetic fibres and intended for light use. Our 100g, 150g and Tape extensions are all Brazilian double drawn hair and will last up to a year if cared for correctly.

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