FAQ
Frequently Asked Questions
Can I amend or cancel my order?
We process orders quickly, so please contact us immediately if you need to make changes. Once an order has been dispatched, we are unable to amend or cancel it.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, American Express, as well as PayPal and Apple Pay.
How do I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email with your tracking number. You can use this to track your order via our order tracking page.
What is your returns policy?
We accept returns within 14 days of delivery on unopened, unused items in their original packaging. Hair extensions cannot be returned once the bundle has been opened for hygiene reasons. Please contact us to initiate a return.
I received the wrong item — what should I do?
We're sorry to hear that! Please contact us within 48 hours of receiving your order with your order number and a photo of the item received. We will arrange a replacement or full refund as quickly as possible.
I can't find my shade — what should I do?
We offer a FREE Colour Matching service! Simply send us photos of your hair in natural light via our contact form or Instagram DM and one of our experts will recommend the perfect shade for you.
How long does the Colour Matching service take?
We aim to respond to all colour match requests within 24 hours during business days. Submissions made over the weekend may take slightly longer.
Do you ship internationally?
Yes! We offer worldwide shipping. Delivery times and costs vary by destination. International customers may be subject to customs duties and import taxes, which are the responsibility of the buyer.
How many packs do I need for a full look?
This depends on the method and your desired result. For tape-in extensions, most clients use 2–4 packs for a full head. Clip-ins typically require 1–2 sets. Wefts vary by density preference. Our team can advise during your free colour match consultation.
Can I dye or use purple shampoo on the extensions?
As our extensions are 100% Remy human hair, they can be coloured by a professional colourist. However, we do not recommend bleaching lighter than 2 shades from the original. Purple shampoo can be used on light-coloured extensions — use sparingly to avoid toning too cool.
Can I use my regular shampoo and conditioner?
We recommend using a sulphate-free, alcohol-free shampoo and a moisturising conditioner to keep your extensions looking their best. Avoid applying conditioner directly to the bonds or tape.
Can anyone install my extensions, or does it need to be a professional?
Clip-in extensions can be applied at home with ease. Tape-in, weft, and I-tip extensions require professional salon installation for the best result and to protect your natural hair.
Can I use heat tools every day?
While our Remy human hair extensions can be styled with heat tools, frequent daily heat use can shorten their lifespan. We recommend using a quality heat protectant spray and keeping tools below 180°C where possible to maintain the longevity and shine of your extensions.