Can I change my order?

This will depend on the status of your order, basically if your order is being ‘processed’ then please contact us and we will try our very best to amend your order.

However if the status is ‘dispatched’ then we’re afraid it cannot be changed.

Can I cancel my order?

Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order (before dispatch) for any item purchased from HAIREXTENSIONSNOW.COM, for a full refund. This does not apply to items that have been opened and in any way tried on or used. Please refer to our terms & conditions regarding this.

If it has been dispatched please follow the returns procedure - see How to return my order.

Where is my order?

All orders are shipped using a trackable service with Royal Mail. Please contact us for more help.

I have received the wrong item

If the item you received is not what you originally ordered, please contact us.

Please have your order number, your name and address, details of the product you have received compared with what you actually ordered.

How do I return an item?

If you are not completley satisfied with your purchase, simply follow the online instructions to complete a return.
  
Returns step by step guide:
1) Log into my account
2) Click 'my orders'
3) Find the order you wish to return
4) Click return
5) Enter the problem and whether you would like a refund or replacement
6) We will get back to you with a returns address and RMA number
7) Send your item(s) back to us with RMA number
8) Once the item(s) are received we will quality check and approve the refund or replacement
9) In the case of a refund we will refund you to your card, and send a product replacement immediately with a confirmation email of dispatch in the case of a replacement.
10) The return process is now complete.
 
All returns must be in accordance with our terms & conditions

Where is my refund?

Refunds will be processed back to the account you originally made payment from.  This can take up to 3-4 business days to show once we have processed it. 

We aim to process all refunds within 7 days of receiving your products back to our distribution centre.

Can I track my order?

Please contact us for further help.

What methods of payment do you accept?

We accept PayPal and the following cards:

What currencies do you use?

We accept the following currencies:

UK Pound Sterling (GBP)
US Dollar (USD)
Euro (EUR)
Australian Dollar (AUD)
Canadian Dollar (CAD)

To change type of currency, simply click on the flag of your choice on the top banner of the website.

Is it safe to order online?

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity – this checks the data being transferred to ensure it has not been altered

What is Verified by Visa and Mastercard Secure Code?

How can I match the right colour to mine?

Please view our colour matching video

What if the extensions don't match my colour?

Please follow our simple returns procedure:

Returns step by step guide:
1) Log into my account
2) Click 'my orders'
3) Find the order you wish to return
4) Click return
5) Enter the problem and whether you would like a refund or replacement
6) We will get back to you with a returns address and RMA number
7) Send your item(s) back to us with RMA number
8) Once the item(s) are received we will quality check and approve the refund or replacement
9) In the case of a refund we will refund you to your card, and send a product replacement immediately with a confirmation email of dispatch in the case of a replacement.
10) The return process is now complete.
 
All returns must be in accordance with our terms & conditions

I will not be in when you deliver my parcel

Royal Mail should leave a card informing you that they have tried to deliver your order.  You can use this card to either collect your item from your local Royal Mail delivery office or arrange for it to be re-delivered on a day that you know you will be in. 

Alternatively, you can enter a delivery address for where you will be at the time that the post normally arrives.

How much will delivery cost?

All UK orders are shipped FREE of charge using Royal Mail 1st Class Recorded delivery.

International orders are shipped using Royal Mail's International Signed For service and the cost is dependant on the weight of the items purchased.  It will be automatically calculated and displayed at the checkout page.

How long will it take for my order to arrive?

For UK orders, target for delivery is next day but can take between 1 & 3. 

European destinations can take 3-5 business days.

Rest of the World destinations can take 5-7 business days.

While Royal Mail have these delivery targets, delays can occur for many reasons.  Therefore, they advise allowing 14 business days before any item is considered lost.

* Please note ALL orders require a signature on receipt.

Important: Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information

Do you deliver to my country?

We deliver to all major countries.

Which courier company do you use?

Royal Mail deliver all our orders.

Can you leave the delivery at an agreed hiding place?

While we can put a message on your parcel for the postperson, it is entirely up to them as to whether they choose to follow any instruction we put on it.  Some postal workers will try to leave it with a neighbour or in a safe place but this is done at your own risk and we cannot be held responsible for any losses as a result.

Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

Can you confirm you have received my return?

Unfortunately we cannot confirm when we have received your return but you can contact us and we will get back to you as soon as we can. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 14 working days of receipt of your return. At this point we will refund, or send you your replacement. Please therefore do not contact us until 14 working days have passed since we received your return.

When will I receive my replacement?

Replacements are shipped within 7 days of receiving your items back to our distribution centre.

Do I have to pay for the return postage?

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Any returns that are due to receiving a faulty item or a picking mistake on our part, we will re-imburse any delivery costs incurred

My order contains a missing/faulty item

If the order you received is missing an item or is faulty, please contact us quoting your order number, your name and address, details of the product 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. You have 30 days from receipt of the faulty item to return it to us.

How do I order?

All the items you see are available to buy online. Simply click on the item you wish to buy, select the length and colour required and click 'add to basket'. You can then go back and add additional items to your basket or 'proceed to checkout'.

Please note you will need your credit/debit card details, including the billing address.

Can I sell your hair extension products?

If you would like to learn more about selling Clipinz® products, please visit our trade page