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  Low prices      Card and invoice payment      Fast delivery        30 day satisfaction guarantee      Unlimited returns      Free returns

FAQ

Hopefully, you'll find answers to your questions below. If you don't, please contact our customer service.



DELIVERIES



HOW LONG IS THE 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 [email protected] 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.


INVOICES



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/
Phone: 020 300 50833



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.


KLARNA DOES NOT APPROVE ME PAYING BUY INVOICE. WHY?


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/
Phone: 020 300 50833



PRODUCT EXCHANGE & RETURNS



WHAT DO I DO IF THE COLOUR DOESN'T MATCH?


If the hair is unused we have an unlimited return policy. Attach the order confirmation or write down the information and send it along with the item/s you wish to return. Use the attached return label to get free return shipping. If you which to receive another colour, please make a new order and we will ship it to you that same day.


DO I HAVE TO PAY THE SHIPPING COST TO EXCHANGE PRODUCTS?


No, we have free return shipping if you use our attached return label. If you have lost your return label, please contact our customer service and we will e-mail you a new label.


HOW LONG BEFORE I GET MY NEW PRODUCT?


If you make a new order we will send it the same day. Your return will be handled as soon as we receive it, which usually takes 3-5 days after sending it.


I'VE OPENED THE PACKAGE TO LOOK AT THE COLOUR OF THE HAIR, DO I STILL HAVE THE RIGHT TO RETURN THE PRODUCT?


Yes, as long as you have not used the hair and you've only opened the plastic bag to look at the hair you still have the right to withdrawal within 14 days of your purchase.


CAN I RETURN THE ITEM/S IN THE SAME PACKAGING THAT I RECEIVED 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 order confirmation or a note with your contact information.


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 order confirmation or a note with the same information.


COMPLAINTS



WHAT DO I DO IF MY HAIR EXTENSIONS ARE DEFECTIVE?


As we do not attach the hair, 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 the order confirmation or the information written on a note, 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 RECEIVE 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.


BONUS OFFERS



I AM A MAJOR CUSTOMER/HAIRDRESSER. DO I RECEIVE SOME KIND OF DISCOUNT?


We do not offer any discounts, but we do send you a bonus gift with every order. You can choose the gift of your choice at checkout and the value of the products you can choose from depends on the size of your current order.


COLOURS, DYEING & ALLERGY



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.