HOW LONG IS DELIVERY TIME?
Orders placed on weekdays before 3 PM will be shipped the same day. Orders placed on the weekend will be shipped the following weekday. Normal delivery time is 2-5 business days (Note! Only applies to orders of products that are in stock).
I JUST PLACED AN ORDER BUT I HAVE CHANGED MY MIND, WHAT DO I DO?
Contact us before 3 PM the same day that you've placed the order, or as soon as possible if you ordered during the weekend (no later than the following Monday before 3 PM), otherwise we will have already shipped your package. Send us an email at firstname.lastname@example.org and we'll cancel your order. We will email you a cancellation confirmation.
We include a tracking number in your confirmation email that can be used to track the package. You may also email us for help. If you see that the package has arrived at your delivery point without you being notified, you can still collect your package by showing your ID and the tracking number.
I HAVE LOST MY INCVOICE/PAYMENT SLIP, WHAT DO I DO?
All invoices are handled by Klarna so contact their customer service first.
Customer service: https://www.klarna.com/uk/customer-service/
I WOULD LITE TO PLACE AN ORDER WITH INVOICE AS PAYMENT METHOD AND HACE THE PACKAGE AND THE INVOICE SENT TO DIFFERENT ADDRESSES, IS THAT POSSIBLE?
No, our invoicing partner Klarna does not allow that. Invoice and packages must be sent to the address at which you are registered.
All the credit evaluations are made by Klarna and nothing we can change. Please contact Klarna if you have any questions.
Customer service: https://www.klarna.com/uk/customer-service/
WHAT DO I DO IF THE COLOUR DOESN'T MATCH?
If the package is unopened, you may exchange the product. Use our return form or write down the information and send it along with the item/s you wish to exchange. Use the attached return label to get free return shipping.
DO I HAVE TO PAY THE SHIPPING COST TO EXCHANGE PRODUCTS?
Unfortunately we do not have free returns from Great Britain, so you have to pay for the shipping back to us. Although we will not charge you for the extra shipping cost of sending out a new product.
If you send back the product and write on a note in the package that you want a new product, we will send you the new product the same day as we receive the return. If you want your hair faster you can make a new order and write in the return that you want your money back.
WHAT DO I DO IF I REGRET MY PURCHASE?
Under the Distance and Doorstep Sales Act, you always have a 14 day right of withdrawal. If for any reason you regret your purchase, you may return the items and receive a refund. Applies only to unopened packages. Use the attached return label to get free return shipping.
DO I HAVE TO PAY THE SHIPPING COST TO SEND BACK THE PRODUCTS?
Unfortunately we do not have free returns from Great Britain, so you have to pay for the shipping back to us.
WHAT DO I DO IFMY HAIR EXTENSIONS ARE DEFECTIVE?
As we do not carry out the attachment, we cannot provide warranty for that. But if there is a problem with the hair extension that you have purchased, you may send it back. You must send back the entire product along with our complaints form within 30 days of receiving the order. The hair extension will be sent for analysis and it might be up to two weeks before you receive an answer. Should the hair extension turn out to be defective, we will send you a new extension. If the defect is caused by you (incorrect care, dyeing of the hair, etc.), we will not refund you. Use the attached return label to get free return shipping.
MY EXTENSIONS ARE NOT STICKING, WHAT CAN I DO?
We do not provide warranty for carrying out the attachment, so if the hair is faulty attached you have to talk to your hairdresser. If you have used tape hair you can always buy new tape and attach the hair again. We recommend that you thoroughly follow our instructions to attach the hair for it to last as long as possible.
I HAVE SPENT A LOT OF MONEY HAVING THE EXTENSIONS ATTACHED BY A HAIRDRESSER, BUT I WANT TO MAKE A COMPLAINT BECAUSE THE EXTENSIONS ARE DEFECTIVE. CAN I RECIEVE REIMBURSEMENT FOR THE COST OF ATTACHMENT?
No. We only reimburse the hair extensions. How the customer chooses to have the extensions attached is up to him or her.
DO I HAVE TO PAY THE SHIPPING COST WHEN I RETURN THE PRODUCTS?
Unfortunately we do not have free returns from Great Britain so you have to pay for the shipping cost when returning products.
CAN I RETURN THE ITEM/S IN THE SAME PACKAGING THAT I RECIEVED IT IN?
Yes, you can, but it’s important that you cross over the original label with barcodes and your name and address on the packaging. Enclose the return form or note with your contact information and indicate whether you would like to exchange or return the item/s.
I AM A MAJOR CUSTOMER/HAIRDRESSER. DO I RECIEVE SOME KIND OF DISCOUNT?
We use a so called discount scale. The discount depends on how often and how much you order and goes into effect at month 2.
Shop for more than SEK £300/month, get a 10 % discount.
Shop for more than SEK £500/month, get a 15 % discount.
Shop for more than SEK £700/month, get a 20 % discount.
Shop for more than SEK £1000/month, get a 25 % discount.
Example: Once you’ve ordered for £300 during a month you receive a 10% discount the next month. Once you've shopped for £1000 you receive the maximum discount of 25% the next month. If you don’t order anything for two months, you lose the discount. Upon reaching one level, contact us and we’ll move you up to the next level. Please contact our customer service if you have any questions.
DO I AUTOMATICLY GET THE DISCOUNT WHEN I REACH £300?
Our system is unfortunately not automated so you have to contact our customer service to get an account. When you log in you will automaticly see your new prices. No discount code is necessary.
No, everyone who shops for more than £300 a month is entitled to the discount. Just contact our customer service and we will help you.
I AM NOT SURE THE COLOUR IN THE PICTURE MATCHES MY OWN HAIR COLOUR, WHAT DO I DO?
Colours may look different on different screens (e.g. mobiles and computers). We have colour rings that you may borrow to compare with your own hair. You may also take a picture and email it to us and we’ll try to find a colour that we think would match.
CAN I DYE THE HAIR EXTENSIONS?
We do not recommend dyeing hair extensions since the hair is already dyed. Typically, it’s ok to dye them again, but results may vary. You dye the hair extensions at your own risk and no reimbursement will be paid out in case of a complaint.
MY SCALP ITCHES, WHY?
There is a risk that you may be allergic to the attachments; for instance, nickel can cause itching if you have a sensitive scalp. You could also be itching because your hair follicles aren’t used to the extra weight of the hair extensions, but this irritation usually subsides gradually. Should the irritation persist or if you suspect that you’re allergic, we recommend that you remove the hair extensions.