FAQ

Choose the products you need, select the correct colour, length and quantity, add them to your basket and continue through checkout.

Before paying, double-check the products, delivery address and email address. Our How to Order guide explains the complete process.

Payment options available through our checkout include major credit and debit cards such as Visa, Mastercard, Maestro and American Express, together with PayPal, PayPal Pay in 3 for eligible customers, Apple Pay, Google Pay, Shop Pay and Amazon Pay where available.

Some payment methods only appear when your device, account, location or order is eligible for that particular service.

Eligible customers may be offered PayPal Pay in 3 during checkout. Approval and eligibility are determined by PayPal and are subject to PayPal's own terms.

No. Orders and payments should be completed through our online checkout. We do not take card details or payments over the phone.

The currency and payment options available for your order will be displayed during checkout. If your bank or payment provider performs a currency conversion, they may use their own exchange rate or apply additional charges.

Our displayed product prices include applicable VAT where required. Delivery charges and any other applicable checkout charges are shown separately before you complete your purchase.

Contact us immediately if you notice a mistake. We may be able to make a change before processing is complete, but amendments cannot be guaranteed once an order is being prepared or has been dispatched.

Contact us about an order.

It means the product or variant is not currently available to purchase. It may be awaiting stock or be a product that is due to become available.

If you'd like information about a particular item, please contact us.

Yes. Wholesale purchasing is available on selected HairXtensions ranges. Visit our Wholesale Information page for current requirements and details.

From time to time we may offer promotional codes or special offers. Current promotions may be advertised on our website, social-media pages or through our newsletter.

Discount codes can have individual conditions, expiry dates and product exclusions, so always check the terms of the promotion.

Our normal dispatch days are Monday to Friday. Orders completed before our normal 3pm dispatch deadline can be dispatched that same working day when we're open.

Orders completed after 3pm normally move to our next working dispatch day. Bank Holidays and announced closure periods are excluded.

Delivery charges depend on the contents, weight and destination of your order and are calculated automatically during checkout.

You'll see the applicable delivery charge before completing your purchase.

Standard UK Royal Mail Tracked orders typically arrive around 1–3 working days after dispatch.

This is an estimated delivery period rather than a guaranteed delivery time.

Yes. UK customers can add our Royal Mail Special Delivery by 1pm upgrade.

For eligible UK postcodes, the service is designed for delivery by 1pm on the next working day, subject to Royal Mail service conditions and geographical restrictions.

View Special Delivery.

No. Weekend delivery should not be assumed unless a specific guaranteed weekend service is offered and purchased.

Our current Special Delivery upgrade should be treated as a next-working-day service subject to the applicable Royal Mail conditions.

Tracking information is sent after a tracked order has been dispatched. Check the email address you used when ordering, including your spam or junk folder.

Contact us immediately if you notice an error in your delivery address.

We may be able to help before processing is complete, but a delivery address cannot be guaranteed to change once an order is being prepared or has been handed to the carrier.

Yes. Delivery is available to a range of destinations outside the United Kingdom. Enter your delivery address during checkout to see the services and charges currently available for your destination.

See our Delivery Information for current international guidance.

European deliveries typically take around 3–5 working days after dispatch.

Customs processing, local postal services and other circumstances can increase delivery times, so this is an estimate rather than a guarantee.

Deliveries outside Europe typically take around 7–12 working days after dispatch.

This is an estimated delivery period rather than a guarantee and customs procedures can cause additional delays.

International orders may be subject to customs clearance, import VAT, duties or other charges imposed by the destination country.

Where applicable, these charges are normally the responsibility of the recipient and are separate from the HairXtensions delivery charge.

Check the latest tracking information first. Weekends, Bank Holidays, busy postal periods, weather, transport disruption and customs processing can affect delivery timing.

If your parcel is significantly overdue, please contact us with your order number so we can review the available tracking information.

First review the tracking information carefully for any available delivery details.

If you still cannot locate the parcel, contact us with your order number and tracking information so we can review the delivery and advise you on the next step.

HairXtensions offers a 28-day goodwill return period for eligible unused products.

Products should remain unused, unmodified and in returnable condition. Any required hygiene ribbon or seal supplied with the product must remain intact for a normal change-of-mind return.

Read our full Returns & Exchanges policy.

For normal change-of-mind returns and customer-choice exchanges, customers are generally responsible for return postage.

Different arrangements can apply where we've supplied an incorrect item or where a product is damaged or potentially faulty, so contact us before returning those items.

Eligible unused hair can normally be returned within the applicable return period, provided it remains unused, unmodified and in returnable condition with any required hygiene ribbon or seal intact.

If you need the replacement colour urgently, placing a new order and returning the original order separately for a refund is often the fastest option.

Please contact us with your order number and details of what you received.

Keep the incorrect product unused and unmodified while we review the order and provide the appropriate return instructions.

Removing a required hygiene ribbon or seal can affect eligibility for a normal change-of-mind return.

We therefore recommend checking the colour, length and product carefully before removing any hygiene protection.

This does not remove any statutory rights you may have if goods are faulty or otherwise do not conform to the contract.

Hair that has been fitted, worn, washed, cut, coloured, toned, bleached, retaped, rebonded or otherwise materially altered will normally not qualify for a goodwill change-of-mind return.

Statutory rights relating to genuinely faulty goods remain separate.

Once an eligible return has been received and processed, refunds are usually issued the same or next working day to the original payment method, where reasonably possible.

Once issued, refunds will normally take 3–5 working days to appear in your account, depending on your bank or payment provider.

Please contact us with your order number and a clear description of the issue.

We may ask for photographs, information about fitting and aftercare, or for the product to be returned so the reported issue can be assessed.

Faulty-goods rights are separate from our normal 28-day goodwill change-of-mind policy.

Hair extensions can be used to add length, volume, thickness or additional colour without permanently changing your natural hair.

Removable products such as Clip-Ins provide a temporary style change, while professionally fitted methods can provide longer-term length and volume between maintenance appointments.

We do not currently provide free hair samples.

If you're unsure which shade to choose, use our Colour Match Guarantee and Colour Chart.

We offer several ways to help you find your closest available shade:

• Compare shades using our online Colour Chart
• Use our Colour Match service where available
• Use a HairXtensions Colour Ring for physical shade comparison

Full information is available on our Colour Match Guarantee page.

Human hair is a natural material and processed batches can have small variations in shade, tone and texture.

Lighting, screen settings and surrounding colours can also change how a shade appears.

Always compare the colour before fitting, washing or modifying the hair.

Our human hair extensions are of Chinese origin and are made from 100% human Remy-graded hair.

Remy grading means the hair is cuticle-correct, with the cuticles aligned in the same direction.

Remy refers to human hair where the cuticles are aligned in the same direction. Correct cuticle alignment helps reduce unnecessary friction and tangling compared with hair where the cuticles run in opposing directions.

Our hair is designed to provide a typical usable lifespan of around 2–3 months with suitable care.

Actual lifespan varies according to fitting, maintenance, washing, brushing, heat styling, environmental exposure and the products used.

Our hair is generally single to medium-drawn. This means a pack contains a natural mixture of full-length and shorter strands rather than every strand being exactly the same length.

No. Colour availability varies according to the extension method, length and product range.

Check the relevant product or collection page to see the shades currently available.

Yes. Where a hygiene ribbon or seal is supplied, check the visible hair against your natural colour before removing it.

We recommend checking the shade in natural daylight before fitting, washing or modifying the product.

The right method depends on whether you want a removable or semi-permanent system, your natural hair, lifestyle, preferred attachment method and maintenance requirements.

We offer Nail-Tip, Stick-Tip, Nano-Tip, Micro-Loop, Tape-In, Hair Wefts, Clip-In Sets, Ponytails and Clip-In Fringes.

Compare them on our Hair Extension Methods page.

Clip-In Sets, Clip-In Ponytails and Clip-In Fringes are removable options designed to be applied and removed by the wearer.

Semi-permanent methods are better suited to professional fitting, maintenance and removal.

Stick-Tip extensions fitted with micro rings, Nano-Tips and Micro-Loops use ring-based attachment systems rather than adhesive.

Clip-Ins, Ponytails and Clip-In Fringes also use mechanical attachment rather than adhesive.

Nail-Tip / U-Tip extensions use a pre-attached keratin bond. A suitable hair-extension heat connector is used during professional fitting to soften and shape the bond around the natural hair.

Stick-Tip / I-Tip extensions are individual strands that are fitted using separate micro rings.

Micro-Loop extensions already have a loop and ring attached to each strand to assist with installation.

Both are individual strand methods, but Nano-Tips use much smaller nano rings and a fine metal-tip attachment. Stick-Tips are normally installed with larger micro rings.

Tape-In extensions use flat adhesive tabs fitted around sections of natural hair.

A Hair Weft is a continuous track of extension hair that can be professionally fitted using an appropriate weft or weave technique.

There isn't one quantity that suits everyone. The amount required depends on the extension method, natural hair density, head size, existing length and whether you're adding volume, length or both.

Check the individual product description for pack weight and quantity information and discuss the required amount with your professional fitter if you're unsure.

There is no single minimum length suitable for every person or every extension method.

Enough natural hair is required to support and conceal the chosen attachment safely and achieve a suitable blend. A professional fitter should assess your natural hair before recommending a fitted method.

Follow the preparation instructions given by your professional extension fitter.

In general, the natural hair should be clean, completely dry and free from heavy oils, conditioners and styling products around the areas where attachments will be fitted.

Any fitted extension method can place stress on natural hair if the method is unsuitable or if the extensions are incorrectly fitted, maintained or removed.

Correct sectioning, tension, placement, maintenance and professional removal are therefore important.

A trained fitter should assess whether a method is appropriate for your natural hair.

We recommend professional removal for semi-permanent extensions. Different methods require different tools and removal techniques.

Do not pull, cut or force an attachment out of the natural hair.

See our Fitting & Removal Guides .

Some attachment loss can occur between maintenance appointments. Natural shedding, hair growth, fitting, the chosen attachment method and aftercare can all affect retention.

Unexpected or excessive loss should be discussed with your fitter so the cause can be assessed.

Maintenance timing varies according to the extension method and the individual's natural hair growth.

Follow the maintenance schedule recommended by your professional fitter and do not leave attachments in place longer than advised.

Brush gently and regularly, beginning at the ends and gradually working upwards. When brushing fitted extensions, support the hair close to the attachment area.

Wash carefully with your head upright and avoid rubbing or tangling the extensions together.

Read our complete Hair Extension Aftercare Guide.

Yes. We recommend using suitable products designed to support the care of human hair extensions.

Keep oils, heavy conditioners and creamy products away from fitted bonds, tapes and rings unless the relevant product instructions state otherwise.

Start at the ends and work gradually upwards while supporting the natural hair close to the attachment area.

Avoid aggressive pulling or dragging a brush through knots and attachment points.

Yes. Heat tools can be used on the human hair lengths using sensible temperatures and suitable heat protection.

Avoid concentrating direct heat on keratin bonds, adhesive tapes or other attachment areas.

Yes. For best results, work with smaller sections and use suitable heat protection and moderate temperatures.

Curl retention can vary according to the hair, styling technique and products used.

No. We do not recommend colouring, bleaching or toning our hair extensions.

We also advise against silver, purple, blue or other colour-depositing shampoos. Chemical processing can alter the colour, condition and cuticle of the hair and may also affect attachment systems.

We recommend choosing the correct shade before fitting instead.

Yes, fitted extensions are designed to remain in place between maintenance appointments.

However, never sleep with the hair or attachment areas wet or damp. Make sure everything is completely dry before bed.

Once dry, gently brush the extensions and secure them in a loose plait or low ponytail to help reduce tangling.

No. Removable extensions such as Clip-In Sets, Ponytails and Clip-In Fringes should be removed before sleeping.

We recommend avoiding unnecessary chlorine and saltwater exposure. Both can contribute to dryness, tangling and changes in the condition of extension hair.

Removable extensions should normally be taken out before swimming.

Yes, but holidays can expose extensions to additional sunlight, heat, chlorine and saltwater.

Protect the hair from excessive exposure, avoid unnecessary chlorine and saltwater contact and continue following your normal aftercare routine.

Yes. Secure the hair during exercise to reduce tangling and avoid unnecessary pulling on the attachment areas.

If the roots or attachments become damp from perspiration, ensure they are thoroughly dried afterwards.

The easiest way to contact our customer-service team is through our dedicated Contact Us page.

If your enquiry relates to an existing order, please include your order number.

Our customer-service enquiries are handled in writing rather than through telephone support.

This allows us to review order information, photographs and previous correspondence where necessary.

If your enquiry relates to an existing order, include your name, order number and a clear explanation of the question or problem.

For a product concern, photographs and information about fitting, aftercare and the products used can help us review the issue more efficiently.

Customer feedback can be found throughout our website and individual product pages where reviews are available.

You can also browse our Customer Makeovers for examples of HairXtensions hair being used by customers and extension professionals.

Visit our Fitting & Removal Guides for guidance covering the different extension methods we stock.

Our current terms are available on our Terms of Service page.