FAQ

If you are not entirely satisfied with your purchase, we have a hassle-free refund policy in place. You can request a return within a 28 day period, and once we recieve your returns we will process your refund promptly. For more information on eligibility and the return process, please visit our returns page.

Delivery costs are determined based on the weight of each order and are automatically calculated during the checkout process. The final shipping fee will be displayed before completing your purchase. For more details, please visit our Delivery page.

All orders are processed and dispatched from Monday to Friday, with shipments leaving at 3pm each day. Orders placed after 3pm will be processed the next business day, excluding weekends, bank holidays and Christmas holidays.

It is crucial to provide the correct delivery address when placing your order. If you realize that you entered incorrect address details, please contact us immediately, as we will need to cancel and issue a refund. Once your order has been dispatched, we are unable to make any changes. Note, its important that you contact us at least one hour before our weekly 3pm dispatch deadline for any order amendments.

We are happy to accept an exchange. If you need your order urgently, we recommend placing a new order and returning the original for a refund. Alternatively, we can send replacements as soon as we receive the returned order, but additional postage fees will apply. If you’d like to proceed this way, please submit a return request, and we’ll provide you with the postage cost and payment options.

If you received an item different from what you originally ordered, please contact us with your name, address, order number, product details, the reason for the return, and whether you prefer a refund or a replacement. We will provide further instructions on how to proceed with the return.

All orders within the UK are shipped via Royal Mail Tracked. Please allow 1-3 working days for delivery after dispatch. Note that this is not a guaranteed service, and delays may occur. Special Delivery is a next-day service (on weekdays). If your order hasn't arrived within the expected time, please contact us, and we will provide you with a tracking/reference number.

We apologize for any inconvenience, but please note that we do not offer free returns. Customers are responsible for the return shipping costs. If you have any questions or need assistance with the return process, feel free to reach out to our support team.

If you urgently need hair extensions, tools, or haircare products, we offer next-day delivery. Just add the Special Delivery upgrade to your cart. Please note that the Special Delivery fee is an additional charge on top of the standard delivery cost.

We proudly offer worldwide shipping to most countries, with only a few exceptions. Shipping costs are calculated based on the weight of your order and are automatically determined during checkout. This ensures that you receive the most accurate shipping fee for your location. If you have any questions or concerns about shipping to your country, feel free to reach out to our customer service team, and we’ll be happy to assist you!

We accept all currencies. For international payments, you can use PayPal, Shop Pay, Apple Pay, Google Pay (G-Pay) or credit/debit cards. All transactions will be automatically converted into British Pounds, ensuring a seamless checkout experience.

Once your order is dispatched, usually shortly after 3pm Monday to Friday (though occasionally it may take 1-2 hours), you will receive your tracking details via email. If you haven't received them, please check your spam folder. You can also view the tracking information in Your Account.

This indicates that the item is currently out of stock but will be restocked soon. We are working to make it available as quickly as possible. If you would like an estimated restock time or any further details, please don’t hesitate to contact us, and we will be happy to assist you.

All prices displayed on our website already include VAT, ensuring complete transparency in your purchase. The price you see is the final amount you will pay, with no hidden charges or unexpected fees. The only additional cost that will apply is for postage, which will be clearly stated at checkout. We believe in honest pricing, so you can shop with confidence, knowing exactly what to expect.

Once we receive your returned order, we typically process refunds on the same day. However, please note that card refunds may take 3-5 working days to appear in your bank account, depending on your payment provider.

Click here to review our Terms and Conditions, which outline important details regarding purchases, returns, refunds, and other policies. We encourage you to read them carefully to ensure a smooth shopping experience.

Click here to view our helpful How to Order guide, where you'll find detailed instructions to assist you through every step of the ordering process. Whether you're a first-time shopper or a returning customer, our guide is designed to ensure a smooth and hassle-free experience from start to finish.

Unfortunately, we do not have credit card facilities and are unable to accept payments over the phone. However, we offer a range of secure and convenient payment methods to ensure a smooth checkout experience. You can choose from PayPal, Shop Pay, Google Pay (GPay), Apple Pay, and Bank Cards. Rest assured, all of these options are safe and designed to provide you with a hassle-free payment process.

Unfortunately, we do not operate via phone and handle all communication via email. This approach enables us to respond to your inquiries more efficiently and ensures we can provide prompt, detailed responses. Using email also helps us keep costs down compared to maintaining a call center, and we've passed those savings on to you by offering more competitive prices. If you have any questions or need assistance, please send our helpful customer service a message, and our team will get back to you as soon as possible. We appreciate your understanding and look forward to assisting you!

If you’d like to leave feedback on a product you’ve purchased, simply visit our website, select the product, and click on the "Click to Review" section to share your thoughts. We greatly value customer input, and your reviews help other shoppers make informed decisions. If you’d like to leave a comment about your experience with our services, we encourage you to visit our Testimonials Page, where you can share your feedback with us directly. We truly appreciate your time and insights, as they play an important role in helping us continue to improve and serve you better. Thank you again for your support!

Yes, we do offer wholesale on our hair extension ranges. If you're interested in bulk purchasing, please refer to our Wholesale Info Page for all the details, including pricing, minimum order quantities, and terms. We provide competitive rates for wholesale customers and are happy to support your business needs. Should you have any specific questions or need assistance, feel free to contact us directly through the information provided on the page.

All new customers can claim a discount on their first order by using the code HAIRX. Occasionally, we release special discount codes for savings, usually shared on our social media pages. You can also subscribe to our newsletter to stay updated on the latest deals and offers.

Hair extensions are a fantastic way to experiment with your look! For those with thin hair, extensions can add the desired thickness, and for flat or limp hair, they can provide a much-needed volume boost. If you're looking for colour without the commitment, extensions are perfect for adding highlights or even trying something more bold and daring! Extensions also offer incredible length and can be seamlessly blended with your natural hair for a flawless, natural look. Whether you're using clip-in extensions for a special occasion or opting for a more permanent solution, hair extensions give you the flexibility to achieve any look you desire.

Unfortunately, we do not offer hair samples. However, if you need assistance with a colour match, please refer to our online colour chart for guidance. If you'd like to test the quality of our hair, we offer small quantities starting from just 25 strands, so you can try before committing to a larger purchase.

There are several ways you can match your colours:

1. You can use our Colour Chart guide, although please note that it may not be completely accurate due to variations in computer screen resolutions.
2. You can purchase or rent one of our Colour Rings for a more precise match.
3. Alternatively, you can send us a sample of your hair that you'd like us to colour match. HairXtensions.co.uk (Colour Match), Po Box 557, Eastleigh, SO50 0GJ. Be sure to include a cover letter with your name, address, and email address.
4. You can also send your photos directly to our Colour Match Team for assistance.

We’re here to help you find the perfect match!

Each pack of hair will have its own unique characteristics, and it is unlikely that two packs will be completely identical. Since our hair extensions are made from raw human hair, natural variations in colour, texture, and tone are to be expected. These differences occur because each batch comes from different donors, and no two individuals have exactly the same hair. Additionally, factors such as processing, lighting, and even how the hair is maintained can contribute to slight variations in appearance. While we strive to maintain consistency, some variation is unavoidable due to the natural qualities of human hair. If the colour you received is not suitable you can return the unused product back to us within 28 days of receiving your order for a refund or exchange. Simply request a return.

Choosing the right hair extension method depends on your hair type, lifestyle, and desired results. We offer a variety of options to suit different needs, including:

• Pre-Bonded Extensions: These are ideal for those looking for a more permanent solution and are suitable for most hair types. They provide a natural blend and are great for adding both length and volume. They require professional application and removal.
• Wefts: A versatile option that works well for thicker hair and can add volume or length. Wefts are sewn or glued into place and can be used for both permanent and semi-permanent styles.
• Tape-In Extensions: These are great for a more seamless, lightweight look. They’re easy to install and remove, and are ideal for those with fine or medium hair. Tape-ins offer flexibility for styling and require less maintenance compared to other methods.
• Clip-Ins: Perfect for temporary transformations. Clip-ins are ideal for adding volume, length, or color without commitment. They are easy to apply and remove, making them a great choice for those with an active lifestyle or who only want to wear extensions occasionally.

Each method has its own benefits, so consider your hair type, how much maintenance you're willing to commit to, and how long you want the extensions to last when making your decision. Please refer to our methods page for more advice. If you're unsure, we’re happy to help guide you in choosing the best option for your needs!

Whether you need a full head or half a head of hair extensions depends on factors such as the thickness of your natural hair, the volume you want to achieve, and the type of hair extensions you choose. For more personalized advice, we recommend referring to the product description, which provides detailed information to help you make the best choice.

Our hair extensions, made from 100% Chinese hair, are designed to last between 2 to 3 months when cared for properly. By following our detailed aftercare instructions, you can ensure your extensions maintain their quality, texture, and shine. Regular maintenance, such as gentle washing, conditioning, and avoiding excessive heat, will help extend their lifespan. We recommend using our high-quality haircare products and handling the extensions with care to get the most out of your purchase. For best results, please refer to our aftercare guide to help you preserve the beauty and durability of your extensions.

All of our human hair is 100% Chinese Remy hair, meaning it is cuticle-correct. This ensures that the hair is aligned in the same direction from root to tip, preserving its natural texture and minimizing tangling. With proper care, our Remy hair offers a smooth, shiny, and long-lasting finish.

We don’t recommend colouring hair extensions. Yes, you can dye or tone our hair, but please note that since all of our hair is multi-tonal (made up of different shades), the dye may pick up various tones. If you choose to dye, we recommend only going darker and avoiding any contact with the bonds, glue, adhesives, or tapes, as this can damage the extensions. It’s important to remember that over-dyeing can harm the cuticles and cause the hair to lose its natural shine and texture. We cannot be held responsible for any issues that arise from dyeing or toning the hair, this is done at your own risk.

Please note that Chinese hair tends to be coarser and more resistant, which can make it more challenging for curls to hold compared to other hair types. To achieve the best results, we recommend the following techniques:

Use the Right Tools: A curling iron with adjustable heat settings is ideal. Be sure to avoid using too high of a heat setting to prevent potential damage to the hair.

Heat Protectant: Always apply a heat protectant spray before styling to minimize damage from heat.

Curling Technique: Instead of curling large sections at once, try smaller sections to help the curls hold better and achieve more defined curls.

Hairspray: Finish with a strong-hold hairspray to lock the curls in place and maintain their shape throughout the day.

By following these tips, you should be able to achieve longer-lasting curls with our Chinese hair extensions.

On the day of your fitting, please make sure your hair is washed, preferably with a clarifying shampoo, to ensure that all oil and residue are removed from your hair. This is especially important if you're having the pre-bonded method of extensions. If you don't have a clarifying shampoo, a regular shampoo will work fine. Please avoid applying any styling products or conditioner near the roots, as this can affect the adhesion of the keratin bonds or cause micro rings to slip. We also recommend arriving at your appointment with your hair straightened and styled in your usual parting.

If your hair extensions are applied by a qualified technician and you follow the correct aftercare, they will not damage your natural hair. We strongly recommend that all hair extensions be installed by a trained professional to ensure proper application and longevity. For more detailed care tips and advice, please visit our Hair Extension Aftercare Instructions page.

It is not recommended to remove the extensions yourself, as this can potentially damage your natural hair. Always return to the stylist or salon that applied them, or have them removed by a professional hair extension technician. If you choose to go to another salon for removal, we offer the removal solution and removal pliers to assist with the process. Please note, we cannot be held responsible for any damage that may occur during the removal process, whether done by yourself or another salon.

Yes, it is normal to lose some extensions over time with all extension methods. The amount can vary from person to person—some clients may only lose a few, while others may lose more. This largely depends on how gently you care for them. The more careful you are when washing, brushing, and styling the extensions, the less likely they are to come out. Taking proper care will help minimize any loss and ensure your extensions last as long as possible.

To properly care for your hair extensions, it’s important to brush them daily, starting from the scalp and working down to the ends, using one of our specialized hair extension brushes. This will help prevent tangling and keep them looking smooth. You can also wash your extensions regularly, following our aftercare instructions to maintain their quality and longevity. Be sure to use specially designed aftercare products for hair extensions to preserve their texture and shine. Always handle your extensions with care to ensure they last as long as possible.

Yes, it is crucial to treat your hair extensions just like your own natural hair to ensure they remain healthy and last as long as possible. We highly recommend using our HairXtensions Aftercare Range, which is specifically formulated to preserve the texture, shine, and overall quality of your extensions. Our products help prevent tangling, dryness, and damage, keeping your extensions looking beautiful. By using the right aftercare products, you'll maintain the softness and longevity of your hair extensions, ensuring they continue to enhance your look for an extended period.

Yes, you can use heat tools on our hair extensions, but it’s important to avoid applying heat directly to the keratin bonds, tapes or adhesives. To protect the hair from heat damage, we highly recommend using a Thermal Protection Serum. This will help shield the hair from high temperatures and keep it looking smooth and shiny without compromising its quality. Always ensure that you use the right products and settings to maintain the health of both your natural hair and extensions.

We do not recommend using hair extensions while on holiday, as exposure to heat, chlorine, and the sun can cause significant damage to the hair. These elements can weaken the hair and affect its texture, making it harder to maintain and prolong the life of your extensions. For the best results, it’s advisable to take a break from extensions while on vacation and allow your natural hair to breathe and recover.

To ensure secure attachment and proper blending with your extensions, your natural hair should generally be at least 4-6 inches long. This applies to most types of extensions, including tape-in, fusion, and micro-ring methods. Having sufficient length helps the extensions blend seamlessly with your natural hair for a more natural and secure look.

All of our hair extensions are single to medium-drawn, meaning that within each bundle, there will be a mix of shorter and longer strands. This is different from double-drawn hair, where all the strands are full-length from root to tip, also known as the natural ratio. The single to medium-drawn method gives a more natural, voluminous look, with variation in length that mimics the way hair grows naturally.

Generally, all our hair extension ranges include all the colours from our colour ring, but most of our collections focus on the most popular shades, excluding some of the more vibrant options. If you can't find the colour you're looking for online, please email us, and we will do our best to offer an alternative solution to meet your needs. We're here to help!