Hopefully, you'll find answers to your questions below. If you don't, please contact our Customer Service. You'll find the information in this order:
HOW LONG IS DELIVERY TIME?
Orders placed on weekdays before 3 PM will be shipped the same day. Normal delivery time is 2-5 business days (Note! 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 and we'll cancel your order. We will email you a cancellation confirmation.
CAN I TRACK MY PACKAGE?
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 would like to place an order with invoice as payment method and have the package and the invoice sent to different addresses, is that possible?
No, our invoicing partner does not allow that. Invoice and packages must be sent to the address at which you are registered.
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. Send the package to:
SE-906 20 Umeå
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. Send the package along with the return form to:
SE-906 20 Umeå
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 DON'T HAVE THE PACKAGING THAT THE ORDER ARRIVED IN, WHAT DO I DO?
Pack the item/s carefully and make sure to write the sender information. Enclose the return form or a note with the same information.
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. Send the hair extension to:
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 FPR 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.
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 £300.00/month, get a 10% discount
Shop for more than SEK £500.00/month, get a 15% discount
Shop for more than SEK £700.00/month, get a 20% discount
Shop for more than SEK £1000.00/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.
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.
HOW DO I TAKE CARE OF MY HAIR EXTENSIONS?
Hair extensions require more care than your real hair. For your real hair, your body produces keratin, a substance that strengthens your hair and gives it the moisture it needs. Since hair extensions are not moisturized naturally by the roots, you have to moisturize the hair for it to maintain its shine and not get too dry and tangled. Use our shampoo and conditioner, specifically designed for hair extensions. Complement with hair treatments on a regular basis. Under the tab, Care, you can read more about how to best take care of your hair extensions.
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.
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.