Answers to our most frequently asked questions...
1. How do I get in contact?
Our normal business hours are Monday to Friday from 9am - 6pm
Please complete the Contact Us form or email us directly at
Our contact number (+44) 07790 010 777 is available for texts messages.
If you need to speak with us, please drop us a text messagerequesting a call back.
2. How do I place an order?
All orders can be placed online through our website.
PayPal processes our payments however you do not need a PayPal account to make payment.
Debit and credit card payments accepted.
If you are having problems making payment please contact us with your order detail.
3. How quickly will I receive my order?
Virgin hair orders will be delivered within 3 - 5 working days within the UK
and 5 - 10 working days outside of the UK.
Coloured hair and braiding hair orders may take up to 10 working days within the UK
and 15 working days outside of the UK.
Failure to sign for the delivery will result in the package being sent to your local postal depot for collection or returned to us (postage cost will not be refunded).
Shipping cost is calculated according to the size of your order and starts at £2.50 for lace closures up to £9 for orders of for UK and range from £10 - £20 for international orders.
Orders are sent via Royal Mail tracked services.
If you have not received your order within the delivery times stated above, email us and we will locate your order via a tracking reference. We are not currently able to provide a tracking reference until after the estimated delivery time has elapsed.
4. Can I return my order?
We offer refunds on unworn, unused, untampered items in their original state and packaging returned to us within 7 days(UK) and 14 days(Outside UK) of receipt.
Refunds can take up to 5 days to appear in your account once issued.
Postage costs will not be refunded.
No refunds offered on our coloured hair or custom orders/services.
No refunds on sale items.
Full refund including postage offered on faulty hair/goods.
The faulty item must be returned to us for review before refund will be issued.
Refund will not be issued if the hair has been altered in a way in which may have caused the fault.
We offer exchanges on unworn, unused, untampered items in their original state and packaging returned within 14 days(UK) and 21 days(Outside UK) of receipt. You will need to cover the postage costs for the exchange replacement.
Exchanges are also offered on coloured hair and sale items.
5. How do I look after my hair?
Check our Hair Care Advice page for guidance.
If you have any specific hair care questions send us an email via our Contact Us page.
6. Do you sell coloured hair?
Yes, we now offer precoloured hair - see our Coloured Locks product pages.
Please note as these colours are custom ordered we are unable to offer refunds
and delivery may take up to 2 weeks.
For colouring of hair previously purchased fromus,
please email us for our recommeded Colourists.
7. Do you sell wigs & clip-ins?
Please contact us to request contact details for our recommended Stylist who create these for our customers.
8. Do you offer discounts?
Yes, we offer a number of discounts to the groups listed below:
Hair, Beauty & Fashion Bloggers
New & Soon to Be Brides
Please email us with your full name, address and proof of your eligibility. We will review and issue you with a unique discount code.
9. Do you have bundle deals?
Yes, on our Brazlian and Peruvan Straight and Wavy Locks and Coloured Locs.
We also offer discounted wholesale prices on orders of 50 pieces or more.
Email us with your full order details for a quote.
10. When is your next sale?
To enquire about items we currently have on sale please email us.
For sale orders we issue invoices by email which can be paid using a credit/debit card or paypal.
We generally have seasonal flash sales (Easter, Summer Holidays, Christmas).
We also issue loyalty discount codes to existing customers.
Follow us on Instagram & Facebook to make sure you don't miss our flash deals.