FAQ'S
DELIVERY & LEAD TIME
What does “made-to-order” mean?
A made-to-order item is created especially for you once your order has been placed. Each set is custom-coloured and prepared to your specifications.
When will I get my order?
Because our extensions are made-to-order, our current lead time is up to 5 weeks. Your order may arrive sooner (from 4 weeks), but if you’re planning around a fitting appointment, we recommend ordering 5 weeks (35 days) in advance to avoid delays.
Can I track my order?
Yes — once your order is shipped, you’ll receive a tracking number via email so you can follow your parcel’s journey.
TRADE ACCOUNTS
How do I sign up for a trade code?
Click sign up to sign up or read more here
Do you do colour rings?
Yes! You can purchase one here
Do I need an account to place an order?
No, anyone can order. But with a trade code, you’ll receive 5% off and your stylist will earn 5% commission.
Can I order over the phone?
Unfortunately, we don’t take orders over the phone — only via our website.
RETURNS & EXCHANGES
What is your return policy?
All of our hair extensions are made to order and customised by colour, so they are classed as bespoke items under the Consumer Contracts Regulations 2013.
This means they are non-refundable and non-returnable, except in the case of a confirmed manufacturing fault.
However, we do offer the option of a credit note under the following conditions:
-
The return is requested within 14 days of delivery.
-
The hair is unopened, unused, and in its original packaging with tamper seals intact.
-
You have contacted us in advance at orders@bystelle.co.uk to authorise the return.
-
Returns must be sent at your expense using a tracked delivery method (we recommend Royal Mail Special Delivery by 1pm).
Once received and inspected, we’ll issue a credit note equal to the value of the goods (excluding postage).
Credit notes are valid for 12 months from issue.
We reserve the right to refuse any return that does not meet these conditions.
Can I cancel my order once it’s been placed?
If you notify us within 12 hours of placing your order, we can cancel it.
However, a 5% transaction fee (charged by Shopify at the point of sale) will be deducted from your refund.
Cancellations made after 12 hours are not possible.
Can I exchange for a different length or colour?
Because our extensions are made-to-order, we cannot facilitate direct exchanges.
If you’d like a different colour or length, please go through the returns process above and place a new order.
What is a re-stocking fee?
Where we agree to accept unwanted products back, we may apply a 15% re-stocking fee.
This covers:
-
Shopify transaction fees
-
Stylist trade-code commission
-
Shipping costs
-
Time and resources used to restock custom items
Full details are available on our Returns page
How do I return an item?
To initiate a return, please email orders@bystelle.co.uk with your order number and reason for return.
Once approved, return the item in its original packaging using a tracked, insured postal service.
We strongly recommend Royal Mail Special Delivery by 1pm to ensure your parcel reaches us safely.
We cannot be held responsible for parcels lost or damaged in transit.
FAULTY PRODUCTS
I think my hair is faulty – can I return it?
If you believe your hair is faulty, please complete our Faulty Hair Returns Form to begin the process.
Once submitted:
-
Our team will review your form and may request photos or additional information.
-
We’ll then confirm whether the hair needs to be sent back for inspection.
-
Inspection by the manufacturer takes up to 28 days once the product has been received.
Please note:
-
If the issue is found to be due to incorrect fitting, colouring, use of unsuitable products, or failure to follow aftercare advice, the claim will not be accepted.
-
Only verified manufacturing faults will be replaced, repaired, or credited.
THE HAIR
What methods of hair extensions do you offer?
We currently offer tape extensions in various lengths and shades.
Are your hair extensions made from real hair?
Yes — our extensions are made from 100% real human hair, carefully sourced for quality and consistency.
How long do the extensions last?
With correct fitting and aftercare, they last up to 9 months.
How much hair is in each set?
-
18" & 20" sets: 150g
-
22" sets: 180g
INTERNATIONAL SHIPPING
Do you ship internationally?
Not yet — but we plan to in the near future.
AFTERCARE
How long do extensions last?
With proper care, they last up to 9 months.
What lengths do you offer?
18", 20", and 22".
Can I use heat?
Yes — but always use a heat protectant. Excessive heat without protection can cause colour fade or warmth.
Can I colour or tone the extensions?
Do not bleach or lighten extensions.
Toning should only be done by a professional and always tested on a single strand first.
What products are safe to use?
Please see our safe-product list and full aftercare advice
CONTACT
How do I contact customer service?
Email: orders@bystelle.co.uk
We aim to reply within 2 working days (Mon–Fri).
What’s your returns address?
By Stelle
5 Green Lane
Blackwater
Surrey
GU17 9DG