All of our hair extensions are made to order and customised by colour, meaning each set is classed as a bespoke product under the Consumer Contracts Regulations 2013.

As such, these items are non-refundable and non-returnable, except in the case of a confirmed manufacturing fault.

However, if you wish to return an item for a credit note, this can be arranged under the following conditions:

• The return is requested within 14 days of delivery

• The hair is unopened, unused, and in its original packaging, with all ties and tamper seals intact.

• You have filled out the return form so we can authorise the return.  returns form

• Returns must be sent at the customer’s expense using tracked postage.
  We strongly recommend Royal Mail Special Delivery by 1pm to ensure your parcel is insured and trackable.
  We cannot be held responsible for parcels lost or damaged in transit.

Once the returned item has been received and inspected, a credit note will be issued equal to the value of the goods (excluding postage).
Credit notes are valid for 12 months from the date of issue.

We reserve the right to refuse any return that does not meet the conditions above.

Faulty Hair Returns

If you believe your hair extensions are faulty, please complete our Faulty Hair Returns Form to start the process >  faulty product online form.

• Returns must be sent at the customer’s expense using tracked postage.
  We strongly recommend Royal Mail Special Delivery by 1pm to ensure your parcel is insured and trackable.
  We cannot be held responsible for parcels lost or damaged in transit.

Once submitted, our team will review your case and confirm whether the hair needs to be returned for inspection.

Please note:

• We may request photos and additional information before confirming a return.

• If, after inspection, the issue is found to be caused by incorrect application, colouring, use of unsuitable products, or failure to follow aftercare instructions, the return will not be accepted.

• Only once a manufacturing fault has been verified will a replacement, repair, or credit note be issued.

Returns on Non-Hair Products

For any non-custom items (such as stylist accessories, tools, or merchandise), you may return your order within 14 days of delivery for a refund or credit note, provided the item is unused, unopened, and in its original packaging.

Please note, a 15% restocking fee will be deducted from the refund or credit amount.
This fee covers transaction costs, handling, and restocking time.

Refunds will be processed to the original payment method within 7–10 working days once the returned item has been received and inspected.

Please send with a returns form inside your item parcel so we can process your return.