FAQs

Frequently Asked Questions

Orders & Processing

How long does it take to process my order?

All ready-to-ship orders are usually processed and dispatched within 1 business day. Orders placed before 1:00 PM are typically dispatched the same day.

How long do custom or pre-order items take?

Custom and pre-order items require approximately 4-5 working days for production, as each item is made to order. Once completed, your selected shipping method will be used for delivery.

Can I change or cancel my order?

If you need to make changes or cancel your order, please contact us as soon as possible. Once an order has been processed or dispatched, we may be unable to make changes.

Shipping & Delivery

Do you offer international shipping?

Yes, we ship worldwide using trusted delivery partners including Royal Mail and DHL Express.

What are your delivery times and shipping costs?

UK Delivery – Royal Mail

• 1–2 business days
• £10.99

Europe Delivery – DHL Express

• 2–3 business days
• £25.99

USA Delivery – DHL Express

• 3–5 business days
• £35.99

Please note that delivery times are estimates and may vary during busy periods.

When do you dispatch orders?

Orders are dispatched Monday to Friday. Public holidays are not included in processing or shipping times.

Will I receive tracking information?

Yes, once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

Customs & Import Fees

Will I need to pay customs fees?

International orders may be subject to customs duties, import taxes, or additional charges depending on your country’s regulations. These fees are not included in the item price or shipping cost and are the responsibility of the customer.

What happens if I refuse to pay customs charges?

If customs charges are refused and the parcel is returned or destroyed, we are unfortunately unable to issue a refund.

Hair Care

How should I care for my hair extensions or wigs?

We recommend using sulfate-free products, limiting heat usage, and storing your hair properly when not in use to maintain quality and longevity.

Can the hair be dyed or styled?

Yes, our hair can usually be coloured, straightened, curled, and styled. We recommend professional colouring for the best results.

How long does the hair last?

With proper care and maintenance, the hair can last for an extended period depending on usage and aftercare routines.

Returns & Refunds

Do you accept returns?

Due to hygiene reasons, we only accept returns on unused items that remain sealed and in their original packaging.

What should I do if my order arrives damaged or incorrect?

Please contact us within 48 hours of receiving your order with photos and your order number so we can resolve the issue promptly.

Contact Us

How can I contact customer support?

You can reach our customer service team via email or through our contact page, and we’ll respond as quickly as possible.