FAQs
Order & Processing
How long does it take to process my order?
Virgin hair items are processed within 1–2 business days. Express delivery items are processed the same working day. Raw hair products, including bundles and lace systems, are made to order and require up to 7–14 business days of processing before dispatch
Can I change or cancel my order after placing it?
No. Orders begin processing immediately and cannot be amended or cancelled once placed.
Delivery and Tracking
Which couriers do you use?
We ship orders using FedEx, Royal Mail and Parcelforce.
When will I receive my tracking information?
Tracking details are emailed once your order has been dispatched.
Are delivery times guaranteed?
No. All delivery timeframes are estimates and may vary due to courier or external factors beyond our control.
What happens if my parcel is delayed or lost?
If a parcel is delayed or suspected lost, we will open an investigation with the courier. A refund or replacement can only be issued once the courier confirms the parcel is officially lost.
Returns & Refunds
Can I return my order if I change my mind?
Under UK consumer law, customers have a 14-day right to cancel. However, due to the hygienic nature of hair products, this right does not apply once hygiene seals have been broken. Opened, unsealed, used, or altered hair products cannot be returned.
Are raw hair or made-to-order items refundable?
No. Raw hair and made-to-order items are non-returnable and non-refundable.
What if my item arrives damaged or faulty?
You must contact us within 48 hours of delivery with clear photographic evidence. If a fault is confirmed, a refund or replacement will be offered in line with UK consumer law.
Products & Care
What is the difference between virgin hair and raw hair?
Our Virgin hair is steam processed and ready to ship. Raw hair is unprocessed and made to order, which is why it requires longer processing time.
Can I cut, colour, or style the hair?
Yes, however once the hair has been altered in any way, it is no longer eligible for return.
Are delivery times guaranteed?
No. All delivery timeframes are estimates and may vary due to courier or external factors beyond our control.
What happens if my parcel is delayed or lost?
If a parcel is delayed or suspected lost, we will open an investigation with the courier. A refund or replacement can only be issued once the courier confirms the parcel is officially lost.
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