HairXtensions: Questions & Answers

General Ordering Questions

Q: What is your return policy?
A: If you are not 100% satisfied with our products we do offer a refund policy. Please refer to our returns page for more details.

Q: I purchased the wrong colours, can I exchange?
A: Sure we will accept an exchange although it would be best if you returned the unused hair within 12 working days in original packaging for a refund then you can make a fresh order. If you are in urgent need of the order, we suggest you place a new order then you can return the original for a refund please contact us for full terms and conditions and our returns policy.

Q: I recieved the wrong item?
A: If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product(s) and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Q: Where is my order?
A: All orders are dispatched within the UK via 1st Class Recorded, please allow 1-2 working days after dispatch for your goods to arrive, however this isn't a guaranteed service and may take longer than expected. Special Delivery is an next-day service (during weekdays) and Guaranteed Saturday (if ordered before 3pm on Friday) If you order still hasn't arrived please contact us and we will issue you with a tracking/reference number.

Q: How long does delivery normally take and how much does it cost?
A: Please visit our delivery page.

Q: When will my order be dispatched?
A: All items will be dispatched same or next day. Providing payment has cleared and if you need to let us know what colours you require. We dispatch at 3pm Mon-Fri and 10.30am on Saturday's.

Q: Do you offer next-day delivery?
A: Yes, we have 2 available delivery options here.

Q: Do you sell in bulk?
A: Yes we can sell our products in bulk although as our prices are already at trade cost so we are unable to offer further discounts. Should you decide to purchase in bulk we can offer discounted postage or free postage upgrades.

Q: Do you ship internationally?
A: Yes we do! All international orders must be purchased via PayPal only. Postage depends on the weight of your order and is automatically calculated upon checkout.

Q: What currency do you use?
A: We accept all currency's, all international payments must be made via PayPal which is automatically exchanged into British Pounds.

Q: Where can I find my Royal Mail Tracking number?
A: If you have paid for Royal Mail's Recorded or Special delivery, please contact us along with your contact details and order number and we will send you your tracking number.

Q: Item is saying "coming soon"?
A: This means that the item is currently out of stock and will become available shortly, if you need an exact timescale please contact us.

Q: Will VAT be added on?
A: All prices shown on our website include VAT within the cost displayed. The price you see if the price you will pay, no hidden extras apart from postage costs.

Q: How long will it take to refund me?
A: Once your order has been returned back to us will normally refund the same day.

Q: What are your Terms and Conditions?
A: Click here to view our Terms and Conditions.

Q: How do I remove the items within the shopping cart?
A: All you need to do is click on the box (located to the left) next to the item you want to remove (within your shopping cart, then at the bottom of your shopping cart click "update" If the items still remain within your cart, you will have to clear your internet browsers cookies or cache.

Q: I am new to the site, how do I order?
A: Click here to view our helpful How to Order. page

Q: Can I order over the phone?
A: Unfortunately we do not have credit-card facilities so we are unable to accept payments over the phone, however we do accept payments via Google Checkout, PayPal or Postal Order.

Q: I have a question, can I call you?
A: Unfortunately we do not operate via phone. We only communication via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. Click here to send us a message.

Q: How can I leave feedback?
A: If you would like to leave feedback on our website for the product you purchased please go onto our website and click on the product you would like to leave a comment about and click "reviews" and then click "write review" Also if you like to leave us a comment regarding our services you can do so on our Testimonials Page thank you your feedback is much appreciated.

Hair Extension Questions

Q: Do you offer samples?
A: Unfortunately we do not offer hair samples although we do sell our hair in small quantities from 25 strands.

Q: Unsure which colour to purchase? Want a colour match?
A:There are several ways you can match up your colours: 1) You can use our colour-chart guide although this is not completely accurate due to different computer screen resolutions. 2) Purchase one of our colour-rings 3) Alternatively you can send us a sample of your hair you want us to colour match: HairXtensions.co.uk, Po Box 557, Eastleigh, SO50 0GJ - Please remember to include a cover letter along with your name/address and email address.

Q: How many hair extensions will it take to apply a full head?
A: It normally takes between 150 - 200 extensions (from our 0.5g range) although this depends on the thickness of your hair and the volume you want to achieve.

Q: How long will your hair extensions last for?
A: Our hair is designed to last up to 3 months, when following our aftercare instructions.

Q: What origin is your remy hair?
A: All our human hair is 100% Human Chinese Remy (cuticle-correct)

Q: Can you dye the hair?
A: Yes you can dye our hair, although as all of our hair is multi-tonal (made-up of different colours) the dye may pick-up different tones. If you do dye make sure you avoid the bonds and its only advisable to dye darker. We also cannot be responsible for any problems you have with the hair as any contact with the bonds can seriously effect the keratin and also over dyeing will kill the cuticles.

Q: Applying hair extensions to my head damage my hair?
A: If you have your hair extensions applied by a qualified technician and correct aftercare is taken, they will not damage your hair. Please visit our Hair Extension Aftercare Instructions and Hair Care Advice

Q: Would you recommend using aftercare products?
A: Yes, it is very important you treat your hair extensions as you would do on your own natural hair, we highly recommend our Balmain Aftercare Range and our very own HairXtensions Aftercare Range.

Q: Can you use heat tools on hair extensions, e.g. tongs, straighteners?
A: Yes, as long as your extensions are 100% natural, although DO NOT apply heat on the keratin bonds. We also recommend you use a Thermal Protection Serum to help protect the hair from heat.

Q: What length does my hair have to be to have extensions?
A: Your hair length ideally should be at least 4 inches long.

Q: Do you supply all the colours on your colour ring?
A: The colour ring contains all the colours available on the general market, we only currently sell the most popular colours.

If your questions weren't answered please use our discussion forums for general related questions, but if have a direct ordering question please use our contact form.