SHIPPING & Delivery Policy

Order Processing Your order enters our fulfilment system as soon as payment is confirmed. Changes to your order can only be made within the first 24 hours after purchase.

During this window, you may request amendments to product selections, shipping methods, or delivery addresses by contacting us. Beyond this 24-hour period, orders become final and modifications are no longer possible.

For security purposes, we may request additional verification before processing certain purchases. This could include payment confirmation or identity verification. Should our fraud detection system identify potential risks, we reserve the right to cancel the transaction and issue a full refund.

Pre-Order Information
All products are available on a pre-order basis. The shipping date for pre-orders will always be clearly displayed in each product description in the following format:

Ships [DATE] [MONTH] [YEAR]
For example, if a product you pre-order ships on Monday March 16, 2026, and you select a shipping option that takes 3-5 business days, your order will arrive by approximately Friday March 20, 2026 (barring any shipping carrier delays).

It is possible to order multiple products with different pre-order shipping dates in the same order. In such cases, your order will be shipped when we have ALL items available at our facility.

If you place multiple separate orders (with different order numbers) before our designated shipping date, we reserve the right to combine them into a single shipment under one tracking number to streamline processing and ensure more efficient delivery.

Estimated Delivery Time
We partner with trusted courier services to provide reliable international shipping.

The timeframes below represent carrier transit times only and do not account for our pre-order fulfilment schedule. Our business week runs Monday through Friday, excluding weekends and public holidays.

United Kingdom:
• Express Courier: 2-3 business days
• Price: Approx £10.99
• Orders dispatched on the designated shipping date shown in product description

Europe:
• DHL Express, UPS, FedEx or Royal Mail: 3-5 business days
• Price: Approx £25.99
• Delivery times may vary slightly depending on destination country

United States:
• DHL Express, UPS, FedEx or Royal Mail: 5-7 business days
• Price: Approx £35.99
Please note: We do not ship to Africa at this time.

Shipping & Delivery Explanation
To protect your purchase, all shipments require a signature at the point of delivery. This verification step helps prevent theft and confirms your order reached the intended recipient safely.
You'll receive comprehensive tracking information via email once your package leaves our facility. This allows you to monitor your shipment's journey in real-time and prepare for its arrival.

While we carefully select our shipping partners, circumstances may occasionally require us to utilize an alternative courier offering comparable service levels. Should this occur, your delivery timeline and costs remain unchanged from your original checkout selection.

Transit times are estimates based on typical carrier performance. Various factors including severe weather, customs procedures, peak season volume, and logistical challenges can impact delivery schedules. We cannot guarantee specific arrival dates as these variables fall outside our direct control.

Changing Delivery Instructions
Should you elect to alter delivery parameters through the courier's system such as authorizing release to a neighbour, designating a safe location, or redirecting to an alternative address, you assume full responsibility for the package once these instructions are implemented.

We cannot provide refunds, replacements, or other remedies for issues arising from customer-initiated delivery modifications. This includes scenarios involving theft, damage, or non-receipt following execution of your alternative instructions.

Tracking Policy Every shipment includes complete tracking capabilities. Your unique tracking reference will be sent to the email address associated with your order as soon as the package is dispatched.

We recommend saving this tracking information and checking it regularly to stay informed about your delivery status.

If your package appears missing beyond the expected delivery window, please reach out to us within one week. We'll work with the carrier to investigate and resolve the situation.

Duties & Import Taxes Disclaimer
For UK Customers: Domestic deliveries within the United Kingdom are not subject to import duties or additional taxes.

For International Customers: Orders shipped outside the UK may incur customs duties, value-added tax, handling fees, or other government-imposed charges. These costs are not reflected in your checkout total and must be settled directly with your country's customs authority or delivery service.

Import regulations and fee structures vary significantly between countries, making it impossible for us to predict exact amounts. We suggest consulting your local customs office or tax authority to understand potential charges before placing an international order.

Completing your purchase constitutes agreement that you will settle all applicable import fees. Should you decline to pay these charges, customs may return or dispose of your package, and we are unable to offer refunds under these circumstances.

Lost, Stolen & Undeliverable Shipments
Our liability ends when the carrier confirms successful delivery. We cannot accept responsibility for packages that go missing after this confirmation, are stolen from delivery locations, or are sent to incorrect addresses due to customer-provided information.

Address accuracy is crucial. If you provide incomplete information - such as omitting flat numbers, missing building names, or incorrect postal codes - the carrier may be unable to complete delivery. Monitor your tracking closely in these situations, as the courier will typically attempt to contact you or return the shipment to us.

If you input an address that exists but is incorrect, you will be responsible for contacting the residents at the address provided to retrieve the package.

If you suspect your order has been lost or stolen, filing a claim with the shipping carrier is typically the most effective course of action. Contact us within seven days of the expected arrival date, and we'll assist you in navigating the carrier's claims process.

Non-Refundable Items - Hygiene Products & Made-to-Order Goods
Our human hair products are exempt from the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013. This means all sales are final and non-refundable for the following legal reasons:

Hygiene Product Exemption
Human hair extensions, wigs, closures, frontals, ponytails, toppers, and clip-ins are classified as hygiene-sensitive goods under UK consumer law (Consumer Contracts Regulations 2013, Regulation 28). Once packaging has been opened or protective seals have been broken, these items cannot be returned for health protection and hygiene reasons.

This exemption exists to safeguard all customers from potential contamination risks. Just as underwear, earrings, and cosmetics cannot be returned once opened, the same principle applies to hair products that come into direct contact with the body and scalp.

Therefore, we cannot accept returns, offer exchanges, or provide refunds on any hair products once the packaging has been unsealed, regardless of personal preference, texture expectations, colour perception, or styling results.

Made-to-Order & Customised Goods Exemption
Under the Consumer Contracts Regulations 2013, Regulation 28, goods that are "made to the consumer's specifications" or "clearly personalised" are also exempt from the right to cancel.

All our products are offered on a pre-order basis with specific dispatch dates, meaning each order is prepared according to your individual requirements regarding:

• Selected length specifications (14" to 26")
• Chosen texture type
• Quantity of bundles ordered
• Specific product combinations (bundles, closures, frontals)

Because we source and prepare items based on your exact order specifications, these constitute customised goods under UK law and cannot be returned simply due to a change of mind.

What This Means for You
• All sales are final once your order is confirmed beyond the 24-hour modification window
• You cannot return products because you changed your mind about length, texture, or color
• Personal preferences regarding how the hair looks or feels are not grounds for return
• Natural variations in human hair texture, color, and appearance are expected characteristics and not defects

Pick-Up Service Policy
Unfortunately, we do not offer in-person pick-up services at this time. All orders placed on our website are available for shipping only.

Carrier Responsibility & Delivery Delays
While we work with reputable courier companies known for reliable service, certain circumstances affecting delivery timelines remain beyond anyone's control.

We are not responsible for delays caused by:

• Shipping carrier network issues or delays
• Weather conditions or natural disasters
• Customs processing and clearance procedures for international orders
• Warehouse processing delays during peak periods
• Any other circumstances beyond our reasonable control

If we anticipate a delay beyond the estimated delivery timeframe, we will notify you promptly via email with updated delivery estimates.

Once the carrier's system shows a successful delivery, the transaction is considered complete. Remember that if you've requested special delivery arrangements, any subsequent issues fall outside our area of responsibility.

If you have concerns about your order's status or require assistance, please contact us at We are committed to helping you and ensuring your satisfaction.

These Shipping & Delivery Policy are effective as of 29 Mar 2026.

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