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

HOW DO I FIND MY TRACKING NUMBER FOR MY ORDER?

Once your parcel has been sent out by Parcelforce, they will send you a tracking number to either your email or mobile, whichever you provide us with at checkout.

HOW DO I TRACK MY ORDER?

Visit the ParcelForce 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 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.

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 PARCELFORCE DELIVER UNTIL?

ParcelForce delivery between 8am and 7pm.

WHAT IS STANDARD SHIPPING?

Standard shipping is next day when ordered Monday to Thursday. If your order is placed on a Friday with Standard Shipping then it will be delivered on Monday.

DO YOU OFFER SATURDAY DELIVERY?

Yes, we offer Saturday delivery. 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.


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.

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.