Terms and conditions

Policies

APPOINTMENT CANCELLATION POLICY

  1. Your appointment time is reserved exclusively for you. We operate a strict 72-hour (3 days) cancellation and rescheduling policy.
  2. Should you need to cancel or amend your booking, a minimum of 72 hours’ notice is required.
  3. Cancellations made with less than 72 hours’ notice, or failure to attend your appointment, will result in the full service fee being charged.
  4. Outstanding balances must be cleared before future bookings can be made. We reserve the right to refuse further appointments until payment has been received in full.

DEPOSITS

  1. A 50% non-refundable deposit is required to secure all new client bookings. Appointments are confirmed only once the deposit has been received.
  2. For hair extension fittings, a non-refundable hair deposit is required before any hair is ordered. Production and ordering will not begin until payment has cleared.
  3. Deposits are non-transferable and non-refundable.

CUSTOM-MADE TO ORDER

All of our hair extensions are fully bespoke and customised to each individual client.

Every order is tailored to your chosen:

  • Colour blend
  • Length
  • Density
  • Texture
  • Application method

Because each set is made to your personal specification, the following production timeframes apply:

IN-SALON ORDERS

  • Please allow up to 14 working days for your customised hair to arrive at the salon following consultation and booking confirmation.

ONLINE ORDERS

  1. Please allow up to 21 working days for your bespoke extensions to be customised and delivered to your address.
  2. These timeframes ensure precision colour matching, preparation of your chosen method, and thorough quality control.
  1. Due to the bespoke and hygienic nature of our products, all hair sales are final.
  2. We do not offer refunds under any circumstances.
  3. As each set is customised to your specification, it cannot be restocked or resold.
  4. If you receive a faulty or incorrect item, you must notify us within 48 hours of delivery.
  5. To qualify for a replacement:
  • Hair must remain unopened
  • Security ties must remain intact
  • Packaging must be undamaged
  • The product must not be worn, brushed, coloured, cut, washed, chemically treated, or altered

Once inspected and approved, a replacement will be issued. No monetary refunds will be provided.

Proper aftercare is essential to maintain the quality and lifespan of your extensions.

Clients must:

  • Use professional, extension-safe products
  • Avoid excessive heat without protection
  • Brush extensions correctly using a suitable extension brush
  • Avoid overuse of oils near bonds or tapes
  • Attend recommended maintenance appointments

Failure to follow correct aftercare advice may result in tangling, matting, shedding, or bond slippage. We cannot be held responsible for issues arising from improper care, incorrect products, swimming, holiday damage, or third-party fitting/removal.

Maintenance appointments are the client’s responsibility and must be booked within recommended timeframes.

 

WORKMANSHIP WARRANTY

We provide a 7-day workmanship guarantee on all in-salon fittings.

If you experience bond or method-related issues within 7 days of fitting, you must notify us immediately.

This warranty covers fitting workmanship only and does not cover:

  • General wear and tear
  • Improper aftercare
  • Product misuse
  • Colour changes after fitting
  • Issues caused by third-party interference

After 7 days, maintenance charges will apply.

 

PRODUCT QUALITY GUARANTEE

We pride ourselves on supplying premium-quality hair. However, as hair extensions are a natural product, variations in texture, tone, and behaviour may occur.

Longevity depends entirely on:

  • Aftercare
  • Maintenance
  • Lifestyle
  • Heat usage
  • Product choice

We cannot guarantee lifespan, as this varies per client.

PAYMENT TERMS

In-Salon Services

Remaining balances may be paid via bank transfer or cash on the day of your appointment.

Online Orders

Full payment is required at checkout.

We also offer Klarna, allowing you to spread the cost of your purchase subject to approval and Klarna’s terms.

Orders will not enter production until payment has been successfully authorised.

SHIPPING & DELIVERY

  1. Delivery timeframes are estimates and not guaranteed.
  2. We are not responsible for courier delays, lost parcels due to incorrect addresses, customs delays, or failed delivery attempts.
  3. Once dispatched, responsibility transfers to the courier provider.

SOCIAL MEDIA & PHOTOGRAPHY

  1. We may take photographs or videos of your hair for marketing and portfolio purposes, including use on our website and social media platforms.
  2. If you do not wish to appear in any content, you must notify us prior to your appointment.
  3. All content remains the property of the business and may not be copied or reproduced without permission.

RIGHT TO REFUSE SERVICE

  1. We reserve the right to refuse service to anyone displaying inappropriate, disrespectful, aggressive, or abusive behaviour.
  2. We also reserve the right to refuse service where hair condition, scalp health, or previous work may compromise the final result.

GENERAL WEBSITE TERMS

  1. By purchasing from our website or booking an appointment, you agree to all policies stated above.
  2. We reserve the right to update or amend these policies at any time without prior notice.
  3. It is the client’s responsibility to review our policies before purchasing or booking.