Frequently Asked Questions

All orders are dispatched within 10 working days of purchase (bank holidays aren't included in this window). Once dispatched, UK delivery with DPD typically takes 1–2 working days. Next-day delivery isn't currently available.

UK orders over £150 qualify for free shipping. Orders under this amount are charged a shipping fee at checkout.

Yes, via FedEx or UPS. A shipping fee is calculated at checkout based on your destination and order weight. Please note any customs duties or import taxes are the responsibility of the recipient.

UK orders ship with DPD's One-Time PIN service — you'll be sent a unique PIN to give the driver at the door to confirm receipt, and a tracking link by email or SMS once your order is dispatched.

Unfortunately not — processing begins as soon as your order is placed to keep your dispatch window on track, so orders can't be changed or cancelled afterwards.

You have 14 days from delivery to let us know you'd like to return an item, then a further 14 days to send it back to us. Hair extensions are a hygiene-sealed product under UK law, so the bundle security seal must still be fully intact — once it's broken, the item can no longer be returned.

We offer refunds only for change-of-mind returns — we don't currently offer exchanges. If the seal is intact and you're within the return window, you're entitled to a full refund to your original payment method.

We offer a prepaid, fully-insured DPD return label for 4% of your order value (minimum £12), or you're welcome to arrange your own tracked and insured return at your own cost.

Faulty items are covered separately under your statutory rights — if hair is genuinely faulty, not fit for purpose, or doesn't match its product description, you're entitled to a full refund if you contact us within 30 days of delivery.

Raw hair is our most premium tier — 100% unprocessed and sourced from fewer than three donors per bundle, with the cuticle fully intact. Virgin hair is ethically sourced and gently processed, giving a softer, more accessible alternative at a lower price point.

Our bundles come in two weights: our standard 100g, or 150g for extra fullness and volume — ideal if you want a thicker result using fewer bundles overall, or if you're blending with finer natural hair. Both weights are cut from the same low-donor, Super Double Drawn hair; the only difference is how much hair is in each bundle. Choose your preferred weight alongside length on the product page.

Because it's natural hair, slight variations in colour, texture and wave pattern between bundles are normal and expected — this is a feature of raw and virgin hair, not a fault.

Our hair can be coloured, but we strongly recommend having this done by a professional stylist — we can't take responsibility for damage caused by home bleaching or incorrect chemical use. If you'd rather leave it to us, add our Colouring Service to your order and we'll have it professionally coloured before it ships.

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We've put together a full guide covering washing, conditioning, styling and storage — visit our Hair Care page for the details.