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.
WHAT PAYMENT OPTIONS ARE AVAILABLE?
You can pay for your order by card, Paypal, or buy now pay later with Lay Buy and Klarna. For more information on these options please refer to the appropriate sections on our website.
HOW DO I TRACK MY ORDER?
Head to the drop down section of our website and select ‘Track my order’ where you can input your details and receive an update. Once your parcel has been dispatched you will be sent your tracking number by text or email.
WHAT TIMES DO ROYAL MAIL AND DPD DELIVER?
Royal Mail deliver between 8am and 4pm DPD deliver between 7.30am and 7.30pm
WHAT IF I AM NOT HOME TO RECEIVE MY PARCEL?
Due to current COVID updates, please refer to the courier website directly for more information
CAN I RETURN MY ORDER?
Yes, we currently have a 3 month return policy but terms and conditions apply. For more information, please read our Returns & Refunds Policy.
DO YOU OFFER SATURDAY DELIVERY?
Yes, we offer Saturday delivery. This is sent via DPD. This is not a guaranteed service, please see our Returns & Refunds Policy page for more information.
I HAVE RECEIVED MY ORDER BUT THE COLOUR DOES NOT MATCH. WHAT SHOULD I DO?
Please follow our returns policy which can be found in our Returns & Refunds Policy section.
I'VE RECEIVED THE WRONG ORDER. WHAT SHOULD I DO?
In the very rare case this should happen, please email firstname.lastname@example.org and our customer care team will come back to you as soon as possible to resolve.
I CAN'T FIND MY SHADE. WHAT SHOULD I DO?
If you can't find your shade, please utilise our Whatsapp colour matching service where a colour expert will be able to help you.
HOW LONG DOES IT TAKE FOR MY TO RECEIVE COLOUR MATCH RESULTS
We aim for you to receive a reply within 24 hours of you sending us a photo of your hair.
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. If you require further assistance please email email@example.com
CAN YOU TELL ME MORE ABOUT INTERNATIONAL DELIVERIES?
We ship to all countries via DHL express tracking service. Upon check out this will provide you with the option. Most orders are with you within 2-5 working days.
CAN ANYONE BECOME A STOCKIST?
Please refer to our trade section of the website, and make an application. You do need to be an industry professional. Once your application is processed you will be contacted by our team.
ARE THE BACK STAGE AND PONY PIECES REAL HAIR?
Our Back Stage Clip Ins & Pony Pieces are luxury synthetic and are super sleek and soft. This product range has limited wears due to not being real (around 2-5 wears) which is reflected in the price point
CAN I BLOW DRY OR WAND THE BACK STAGE & PONY PIECE HAIR PIECES
We would not recommend blow drying, wanding or applying any other kind of heat to the hair as it is synthetic.
CAN I DYE THE BACK STAGE OR PONY PIECE HAIR PIECES?
As these hair pieces are synthetic, we would not recommend dying the hair.
HOW MANY BACK STAGE CLIP INS DO I NEED TO ACHIEVE A FULL LOOK
One clip in is all you need to achieve a full look, as each hair piece is around 180g -200g of hair
CAN I USE PURPLE SHAMPOO ON HUMAN HAIR WEFT & TAPES?
No, we don’t recommend as it can distort the colour and damage and dry out the hair to an irreparable condition
CAN I USE MY USUAL SHAMPOO & CONDITIONER ON MY HUMAN HAIR EXTENSIONS?
No, we advise using our professional aftercare range which includes shampoo, conditioner and a mask to enhance the longevity of the product and protect your warranty.
CAN ANYONE FIT MY WEFT AND TAPES?
The hair is a professional product and should only be fitted by qualified, industry professionals. Wefts should be cut to measure, and double sewn on each of the ends prior to application to fully secure, and tapes applied and sealed correctly. You otherwise run the risk of damaging the hair and voiding the warranty.
HUMAN HAIR CARE & MAINTENANCE
CAN I USE HIGH HEAT ON MY HUMAN HAIR EVERY DAY?
Try and limit the number of times you straighten and use heated tools on the hair each week. Excessive and frequent heat causes damage and will dry out the hair
DO YOU RECOMMEND ANY ACCESSORIES FOR THE HAIR I HAVE PURCHASED
We offer a full range of brushes including a Knots Out detangler, paddle and vent brush that will again help prevent snapping of your natural and extension hair. We also have a wide tooth comb.
DO YOU HAVE ANY BEST PRACTICE TIPS FOR HUMN HAIR MAINTENANCE
Post hair wash, don’t twist and tie hair up wet in a towel as this again can cause snapping-you need to blot dry the hair in a downward motion with the towel to dry off.
If going on holiday to a hot country or using regular sunbeds, please tie hair up and pop conditioner through your hair to prevent drying out.