FAQ

 Got a question need answering? Hit the relevant button below.

HOW CAN I PAY FOR MY ORDER?

We accept payment by credit card, debit card, Paypal.

DO YOU ACCEPT TELEPHONE ORDERS & PAYMENT?

We are unable to accept telephone orders or payment over the telephone for any new order or uplift to existing order. Please email enquiries@hairrehablondon.com if you are having trouble placing an order, uplifting or changing your order or paying online.

WHAT ARE YOUR DELIVERY OPTIONS & COSTS?

UK Orders

Our standard shipping method in the UK is Free Standard (a tracked service) via Royal Mail, which takes an estimated 14 to 28 days from placing your order to delivery.

When Free Standard is just not quick enough for you, we offer a range of premium delivery options at an additional cost and current prices can be seen at the Cart / Checkout Stage where you select your Shipping Method.

2-3 Days estimated [Signature Required]

This option is tracked and Royal Mail aim to deliver the majority of items within two working days, with a small minority within three working days.  This is not a guaranteed service and may take longer than estimated.  A signature is required upon delivery providing extra security when having the item delivered to an address other than your home address. Please ensure someone is present to sign for the delivery.


1-2 Days estimated [Signature Required]
This option is tracked and Royal Mail aim to deliver the next working day.  This is not a guaranteed service and may take longer than estimated.  A signature is required upon delivery providing extra security when having the item delivered to an address other than your home address. Please ensure someone is present to sign for the delivery.

    Please Note: The above services are not guaranteed. If you require this, one of the following options should be chosen.

    Next Day (Mon-Fri before 1pm) Guaranteed*

    This option is guaranteed delivery the following day (Monday to Friday) before 1pm. Orders placed on Friday before 4:00pm using this option will A signature is required upon delivery. Please ensure someone is present to sign for the delivery.

    Next Day (Saturday before 1pm) Guaranteed*
    This option is for orders placed before 3pm on a Friday and is guaranteed delivery the following day (Saturday) before 1pm. A signature is required upon delivery. Please ensure someone is present to sign for the delivery.

    Next Day (Mon-Fri before 9am) Guaranteed*

    This option is guaranteed delivery the following day (Monday to Friday) before 9am. A signature is required upon delivery. Please ensure someone is present to sign for the delivery.

    Next Day (Saturday before 9am) Guaranteed*

    This option is for orders placed before 3pm on a Friday and is guaranteed delivery the following day (Saturday) before 9am. A signature is required upon delivery. Please ensure someone is present to sign for the delivery.

      *Only guaranteed delivery options will be eligible for late delivery refunds. Liability for late delivery will be limited to and refunded up the cost of the delivery charge.

      Available delivery options and charges will be displayed at the Cart / Checkout stage. 

      Please note: Premium Service charges are non-refundable in the event of returning your order. 

      International orders

      Shipping charges will vary depending on country and will be shown when you enter your Delivery Country. If your country is not shown in the list, please send an email to enquiries@hairrehablondon.com and we will check shipping prices and add your country to the dropdown list as quickly as we can. Depending on your delivery location, you will be offered a Royal Mail International delivery option, a DHL delivery option or both.

      Timescales given for International Deliveries are estimates and cannot be guaranteed.  The vast majority of deliveries are within the stated timescales, however due to different postal service providers, distances involved, customs clearance etc., Hair Rehab London cannot be held responsible for delays to your parcel and an International Delivery is not considered delayed until 30 working days after dispatch. 

      General Shipping Information

      We endeavour to send a Shipment Confirmation with a Tracking Number within 18 hours of shipment which will enable you to fully track your delivery. It is essential to enter your email address correctly for this.  Please also check your spam/junk folders if you have not received this within the stated timescales.

      Our prime working and shipping days are Monday to Friday based on UK Time.

      We usually ship orders on the same day they are placed up until 4:00pm Monday to Friday and 2:00pm Monday to Friday for International Customers. Orders placed after that time will be shipped on the next working day, e.g. Orders placed after the relevant cut-off time on Friday will be shipped on Monday. It is important to note this if considering adding a Premium Service such as Next Day Delivery.

      Next Day Delivery – Saturday

      Must be requested before 4:00pm on Friday. Please note, orders placed after the relevant cut-off on a Friday requesting Next Day Saturday will not be shipped for delivery on the following day, it will instead be delivered on the following Saturday. International customers should contact enquiries@hairrehablondon.com for availability of this service in your Country.

      Next Day Delivery Mon-Fri 

      Will be delivered on the next of those days so selecting this option on Friday means the order will be delivered on the following Monday (not Saturday which is a different option and price).

      We use Royal Mail and DHL as our primary carriers and are restricted to their working days and terms and conditions for shipping purposes. If you are unsure, please check their website for specific terms and conditions or contact us before placing your order.

       

      How quickly will my order be shipped?

      Our prime working and shipping days are Monday to Friday based on UK Time (excluding UK Public Holidays).

      We usually ship orders on the same day they are placed up until 4:00pm and 2:00pm for International Customers. Orders placed after that time will be shipped on the next working day. It is important to note this if considering adding a Premium Service such as Next Day Delivery.

      Only Next Day Guaranteed options are guaranteed by the next day, i.e. orders shipped on Monday will be delivered on Tuesday, etc. Orders shipped on Friday are guaranteed delivery on the following Monday but may be delivered on Saturday. Please note 1-2 Days estimated and 2-3 Days estimated are ‘Best Endeavours’ services only.

      Next Day (Saturday) can be requested and shipped on any day for delivery on the next Saturday. Please ensure your order is placed before 4:00pm on Friday.

      We use Royal Mail and DHL as our primary carriers and are restricted to their working days for shipping purposes.

      International deliveries can be subject to delays at customs on entering your country. Unfortunately this is something beyond our control.  We are aware of current delays on Royal Mail shipments to Australia, New Zealand, Canada and Spain.  Customers shipping to these locations may wish to use DHL instead.

      Order can be tracked via Royal Mail or DHL using the relevant tracking number.

       

      My order has not arrived.

      You should have received a shipping confirmation email detailing your tracking number. You can track the progress of your order via Royal Mail or DHL using the relevant tracking number.

      If your delivery has not arrived, it is worth checking to see if delivery has been attempted whilst you were out. If you are unable to track your order or your order has not been delivered within the timescales below, please email enquiries@hairrehablondon.com:

      2-3 Days estimated [Signature Required] – contact us if not delivered after 5 days from the date of your order.

      1-2 Days estimated [Signature Required] – contact us if not delivered after 3 days from the date of your order.

      Next Day (Mon-Fri before 1pm) Guaranteed – contact us if not delivered by 6pm the day after you placed your order

      Next Day (Saturday before 1pm) Guaranteed – contact us if not delivered by 6pm the day after you placed your order

      Next Day (Mon-Fri before 9am) Guaranteed – contact us if not delivered by 6pm the day after you placed your order

      Next Day (Saturday before 9am) Guaranteed – contact us if not delivered by 6pm the day after you placed your order

      International deliveries can be subject to delays at customs on entering your country. Unfortunately this is something beyond our control.  We are aware of current delays on Royal Mail shipments to Australia, New Zealand, Canada and Spain.  Customers shipping to these locations may wish to use DHL instead. If you haven’t received your order within the expected delivery timeframe, please contact enquiries@hairrehablondon.com.

      Do you accept refunds and/or exchanges? 

      Unfortunately we don’t currently offer exchanges.

      We are happy to offer you a refund...BUT your return MUST meet these conditions:

      1. Do not remove products from any plastic kimble tags or gold elastic and foil ties – you have purchased a hygiene product, so whilst you can remove the product carefully from the outer packaging to get a closer look, you cannot put them into your own hair.  If it’s on your barnet for even one second, it's been worn.
      2. The product must be returned to us in the condition it was sent to you – if it’s stuffed back into the outer packaging, or you've ripped the outer packaging off like a frenzied five year old on Christmas morning, we will presume you are just returning it to us out of love, not for a refund.
      3. We receive your return within 14 days of the date on your despatch note - If we receive it over 14 days but less than a month, then we’ll be real nice and give you a store credit to the equivalent value of your order (less shipping).  Yes, I know according to Consumer Credit Regulations we don’t need to, but we appreciate sometimes these things get overlooked.  But any longer than a month and sorry, you’re too late.

      Have we sent you an incorrect or faulty item? Well that’s all very embarrassing!  Email us at enquiries@hairrehablondon.com within 14 days of the date on your despatch note and we will get one of our customer service team to look into this for you.

      We suggest you send your return via a tracked service.  You can download the returns label here: https://www.hairrehablondon.com/returns-form/  You are responsible for return postage and to ensure the product is securely packed to avoid damage or loss in transit.

      Please read our returns policy:  https://www.hairrehablondon.com/terms-conditions/, yeah I know, policies can be boring but it saves that awkward moment later where you have to admit you didn’t read it.

      The above does not apply to Trade customers, please refer back to your trading terms and trade terms and conditions where the returns guidance is located.  Alternatively speak to your Hair Rehab London Account Manager.

       

      How is my order refunded? 

       

      ***Please refer to “Do you accept refunds and or exchanges?” for returns policy and conditions and to avoid wasted cost before returning an order***

      After examining the items, we will inform you of whether you have the right to reimbursement of the amounts paid. Standard Delivery costs will be reimbursed when the right of withdrawal is exercised within the statutory period and all the items which the relevant order consisted of are returned. The refund will be processed within 7 working days from the date on which your return(s) are received by Hair Rehab London. We will withhold reimbursement until we have received the items back, or until you have supplied sufficient evidence of the items having been delivered to Hair Rehab London. The refund will always be paid using the same payment means you used to pay for your purchase. Please allow up to 5 working days for the funds to appear in your account from the date the refund is processed.

       

      Gift Card terms and conditions

      Hair Rehab London Ltd (“Hair Rehab London Ltd”, “Our”, “We” or “Us”)

      All our usual terms and conditions and policies apply to our Gift Cards. These terms and conditions will also apply to the purchase and redemption of ourGift Cards available at www.hairrehablondon.com (‘Website’)

      Rules

      1.1 The use of gift cards fall under the following terms and conditions:

      • In order to purchase a Gift Card, you will need to register your details with us through our Website.
      • Gift Cards ordered through our Website will be delivered automatically by electronic means to the email address you specify.  Our Gift Cards include unique numbers and configurable patterns. 
      • Our Gift Cards must be redeemed on our Website, as full or part payment of products from our Website.  A Gift Card cannot be used to purchase a further Gift Card.
      • When ordering an Gift Card, you should ensure to provide the recipient’s email address correctly.  We cannot be held responsible if the address is entered incorrectly and someone other than the intended recipient uses the Gift Card.
      • Site offers and promotions (including gifts with purchase and discounts) may not apply when purchasing Gift Card.
      • All Gift Cards are dated and expire 12 months from the date of issue.
      • Gift Cards cannot be exchanged for cash.
      • Gift Cards may only be redeemed against products purchased in the same currency as the Gift Card.
      • Where Products purchased online with an Gift Card are returned, monies owing will be refunded by a new Gift Card and the unique code emailed to the original recipient. 
      • We are not responsible if a Gift Card is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.

      1.2 Questions, comments and requests regarding Gift Card Terms and Conditions are welcomed, please email enquiries@hairrehablondon.com.

       

      HOW DO I PICK THE CORRECT COLOUR?

      Feel free to use our ‘Personal Colour Match‘ service, attach an image and we will reply to you with our colour suggestion. We offer our best endeavours to suggest the best colour but we are working within the limits of the image you send - so no filtered, dark, blurred or poor quality photos please,

      Alternatively, you may find our ‘Colour Match Wizard‘ useful.

      Try and remember that you may not be able to get an exact match but the closest shade can still give a very natural result and blend in nicely.

      WHY WON'T MY PICTURE UPLOAD ON THE COLOUR MATCHER?

      Make sure you are sending a jpeg image and also the size of the image isn’t too large.  If this still does not work then please use the contact form and we will email you back with a suitable email address to send the image to. Remember to take the photograph of your hair in natural daylight without any additional coloured filters.

      WHAT IF THE SHADE DOESN'T LOOK THE SAME AS PREVIOUSLY ORDERED?

      Our 100% Human Hair products are an organic product and as such can vary slightly in shade or tone between batches.  Whilst we strive to keep our base shades as close as possible to the International Colour Chart, we cannot guarantee absolute colour match from batch to batch.  Many of our products are a blend of colours to provide a wide selection of multi-tonal shades to optimise the blend with your own colour.

      If you are not happy with the colour match, you have two weeks to return the product providing any items returned are in compliance with our published Terms & Conditions.

      Please see “Do you accept refunds and or exchanges?” for full details.

      HOW MUCH HAIR DO YOU GET PER PACK?

      Our Original Clip-Ins weigh 120-130gms per pack. Each pack contains 1x large piece, 1x medium piece, 1x small piece and 4x mini pieces

      Our Luxe Volume Clip-Ins weigh 160-180gms per pack. Each pack contains 1x large piece, 2x medium pieces, 2x small pieces and 4x mini pieces.

      Our Luxe Half Wig weighs 220gms and come as a single piece.

      Our Luxe Wrap Ponytail weighs 110gms and come as a single piece.

      Synthetic Ponytail, Plait, Bun, etc.

      These products come as a single piece with varying weights and sizes. They are not 100% Human Hair, material may vary depending on product.

      HOW DO I PUT IN HAIR REHAB LONDON PRODUCTS?

      We provide basic Care & Use instructions with the product and also How To videos to help.  If you still have difficulties, just contact us via enquiries@hairrehablondon.com and we will everything we can to help. 

      HOW DO I CARE FOR HUMAN HAIR PRODUCTS?

      There’s no two ways about it, wearing Hair Extensions is a commitment if you want to keep them looking healthy and soft.  Hair extensions should be brushed regularly throughout the day - at least 2-3 times.  Hair Rehab London sell a range of brushes that are ideal for maintaining Hair Extensions.  Both our Bristle Brushes and Tangle Teezer brushes are designed to flow through hair extensions.

      As hair extensions have no natural oil themselves a hair oil or heat protection spray is an essential step to keeping the hair soft and supple.  Regular application of a Moroccan or Coconut Oil can really prolong the life of extensions.  Do not apply excessive heat when styling with a dryer, straighteners or other styling tools - this burns the hair, causes split ends and fades the colour.

      Hair should be brushed before washing.  It is essential to use a sulphate-free shampoo and conditioner that will not strip the hair.  Avoid using a heavy circular motion when shampooing as this can encourage matting.

      After washing the hair, gently squeeze excess water out and gently towel dry.  Do not ever rub the hair dry, just gently squeeze hair within the towel.  When drying hair only a low heat should be used.

      Avoid exposure to harsh sunlight and use a hair SPF or covering the hair in direct sunlight situations.  Also avoid chlorine and salt water as these can affect the quality and colour of the hair.

      CAN I COLOUR MY PRODUCT(S)?

      You can colour your Clip-in Extensions and Luxe Products such as Luxe Wrap Ponytails and Luxe Half Wigs but not any of our synthetic products such as Clip-on Ponytails, Clip-in Plaits, Clip-on Buns, Snap Ponytails, synthetic Wrap Ponytails or synthetic Half Wigs, etc.

      We always advise caution and to use a professional to do this. We also recommend to only change the colour by a few shades and to avoid any bleaching agents. We suggest testing a small area first. Please note, once your product has been coloured you are unable to return for a refund.

        CAN I WASH MY PRODUCT(S)?

        Yes you can wash your products(s).  Treatment differs depending on the product.  Please follow the instructions provided on the product pack or care label.

        • Clip-ins – As our Clip In Hair Extensions are made of Human Hair you can wash as if your own hair with just that extra care. We advise using Sulphate Free Shampoos on all our human hair products and be sure not to rub the hairs together when shampooing, always stroke the products in the hairs. To extend the life span of your hair we advise using a deep conditioning treatment when you feel the hair needs a moisture boost. 

        • Luxe Half Wig– As above

        • Luxe Wrap Ponytails – As above

        • Synthetic Hair Pieces  – Using your fingers, gently comb through your hairpiece to remove any tangle.  Using a mix of cold water, a mild shampoo and conditioner, gently soak your hairpiece and leave for around five minutes, then rinse throughly with cold water.  Do not rub the hair at any point.  Once rinsed, use a towel to gently squeeze out any excess water.  You can use a leave-in conditioner at this point, but do not comb or brush the hairpiece when wet.  Now leave the hairpiece to dry naturally, this may take up to 24 hours.  Do not apply any direct heat to speed this process up.  Once dry, use your hairpiece as normal.

          CAN I USE HEAT WHEN STYLING?

          You can use heat on your your Clip-in Extensions and Luxe Products such as Luxe Wrap Ponytails and Luxe Half Wigs and style as if your own, you may find the hair lasts longer if you use a heat protection spray when styling.

          Do not use heat on any synthetic product such as Ponytail, Bun, Clip-in Plait, etc. If you are unsure, please ask us via enquiries@hairrehablondon.com.

          WHY HAS THE COLOUR FADED ON MY HUMAN HAIR PRODUCT?

          Our human hair extensions have had a colourant applied to enable us to offer the range of shades we do.

          As with your own natural hair if coloured, the colour may fade over time. This colour fade can happen for a number of reasons from use of certain products, to use of high temperature styling products to the elements such as sun exposure.

          How quickly your extensions may fade will depend on how often you wear them and how you look after them. It is worth noting that high temperature hair straighteners are known to not only burn the hair and cause split-ends, but are also proven to change hair colour on both natural hair and hair extensions causing darker shades to fade, blondes to become brassy and some pastels and neons to change colour completely. Washing the hair in very hot water and having your hairdryer on the hottest setting can also contribute towards colour changes.

          You can colour our human hair products such as Original Clip-in Extensions, Luxe Clip-in Extensions, Luxe Wrap Ponytails and Luxe Half Wigs but not any of our synthetic products such as Clip-on Ponytails, Clip-in Plaits, Clip-on Buns, Snap Ponytails, synthetic Wrap Ponytails or synthetic Half Wigs.

          We always advise caution and to use a professional to do this. We also recommend to only change the colour by a few shades and to avoid any bleaching agents. We suggest testing a small area first. Please note, once your product has been coloured you are unable to return for a refund.

            CAN I SLEEP IN THE CLIP-IN EXTENSIONS?

            You can but we advise you plait the Clip-in Extensions when sleeping to save them from getting tangled in your sleep and helping them to last as long as possible. By taking the Clip-in Extensions out at night you will, however, prolong their life.

              HOW DO I DECIDE WHICH LENGTH CLIP-IN EXTENSIONS TO WEAR?

              This is all down to personal preference, most people tend to go for the 20 inches to allow for the long length when wearing them wavy or curly.

                IS MY HAIR LONG ENOUGH FOR CLIP IN EXTENSIONS?

                Ideally your hair should be around shoulder length or longer but with clever styling techniques you can wear them if your hair is shorter. You may also find our Luxe Half Wig and Synthetic Half Wig a great solution to hide shorter hair.

                  IS MY HAIR LONG ENOUGH FOR HAIR PIECES?

                  Ideally your hair should be around shoulder length or longer but with clever styling techniques you can wear them if your hair is shorter.

                  Our Luxe Half Wigs and Synthetic Half Wigs are a great solution to hide shorter hair and our Clip-on Ponytails and Buns are a great option as long as you have enough hair to pull into a mid-height ponytail.

                    HOW LONG WILL THE 100% HUMAN HAIR PRODUCTS LAST?

                    Our 100% Human Hair range can last anything from a few months up to a year or possibly longer depending on how often you wear them and how you care for them when in and out of your hair.

                    Our Hair Hangers prolong the life of your Clip-Ins by keeping them neat and covered up when not in use.

                      WILL THE CLIP-IN EXTENSIONS DAMAGE MY HAIR?

                      As long as you apply and remove them with care they should not cause any damage to your own hair.

                        ARE ALL PRODUCTS MADE OF HUMAN HAIR?

                        We use only human hair in our Clip-in Extensions (Original & Luxe) and Luxe branded products such as Luxe Wrap Ponytails and Luxe Half Wigs, so they can be treated like your own hair with just a little added care than usual.

                        However, other products such as Buns, Ponytails, Clip-in Plaits may not be 100% Human hair, if in doubt, please enquire about the specific product by emailing enquiries@hairrehablondon.com.

                          WHAT IS REMY HAIR?

                          Remy is considered to be the finest quality of human hair and is a term used for hair that is ‘Cuticle Correct’ (where the cuticles are kept intact and not stripped).

                          This is a must for extensions and means that when prepared all the hair strands are placed in the same downward direction making the extensions far less likely to matt or tangle and are completely natural in appearance.

                            WHAT IS THE DIFFERENCE BETWEEN SINGLE & DOUBLE DRAWN HAIR?

                            Single-Drawn means that whilst the majority of hair strands are the nominal length – i.e. 18″ or 20″ – there can be a number of shorter ones of varying length. The hair is thick at the top of the bundle and then taper off towards the end. This provides a natural fall and blend with your own hair, especially if it is layered.

                            Double-Drawn means a very high proportion of the strands are the same length – i.e. 18″ or 20″.   The hair extensions are very thick from root to tip. The process to achieve this is very labour intensive and requires more hair to achieve the result – hence the higher price. However, it provides a much denser result overall. All products in our Luxe range are Double Drawn, whereas our Original Clip-Ins are Single Drawn.

                              WHAT IS THE GRADE OF YOUR HAIR?

                              Human Hair Products are measured in grades from Grade A to Grade AAAAA. The higher the grade the higher the longevity of the products. All of our Human Hair Clip-Ins, Luxe Half Wig and Luxe Wrap Ponytail are Grade AAAA.  The hair goes through a vigorous quality control process and as such, is suitable for extended wear.

                              Our ITip and UTip Prebonds are Grade AAAAA.  This is the highest quality hair available and has features similar to Virgin hair. It can offer soft, sleek hair for 9-12 months when cared for correctly.

                                WHAT IS THE DIFFERENCE BETWEEN ITIPS & UTIPS?

                                Also known as cold fusion, shoelace tip or flash point, ITip extensions are applied by using a pulling tool through a micro or nano ring. The I-tip is then compressed with hair extension pliers.  Our ITips are Grade AAAAA hair, supplied in packs of 50 double drawn keratin tipped bonds, each bond weighing 0.8gms. We also sell micro rings, nano rings and hair extension pliers. Visit our Salon Professional section for the full range.

                                Also known as Fusion, UTip extensions feature a U shaped tip and are applied using a heat applicator. The ‘U’ tip can be trimmed prior to application.  Our UTips are Grade AAAAA hair, supplied in packs of 50 double drawn keratin coated bonds, each bond weighing 0.8gms.  We also sell Heat Applicators. Visit our Salon Professional section for the full range.

                                  IS YOUR HAIR ETHICAL?

                                  We look for ethical suppliers throughout our entire supply chain.

                                       

                                      TRADE CUSTOMER?

                                      Are you after award-winning hair from an industry-leading brand?  We're celebrating 10 years in the industry - come join us for the next 10.

                                      If you are interested in opening a Salon Professional Trade Account, please email salonprofessional@hairrehablondon.co.uk.

                                      Click here to join our Salon Professional Team and increase your revenue.

                                      IS THERE A MINIMUM ORDER VALUE?

                                      There is NO minimum order value.  However, you account is reviewed regularly to ensure only active Trade customers benefit from our exclusive trade discounts and promotions.

                                      DO I NEED TO BE HAIR REHAB LONDON TRAINED?

                                      Whilst there is a distinct benefit to you attending the Hair Rehab London Academy to learn how to apply our products, we do not deal exclusively with Academy attendees only.  We will however need to see proof of trading, a copy of your business licence, relevant insurance documents and qualifications/certification.

                                      DO YOU DELIVER NEXT DAY?

                                      We most certainly do!  Order up to 4pm and select the relevant Next Day delivery option.

                                      DO YOU ACCEPT RETURNS?

                                      We understand that your clients sometimes change their mind.  We accept trade returns as long as they meet our Trade T&C's.

                                      DO YOU SHIP OUTSIDE OF THE UK?

                                      We have trade customers Worldwide so are more than used to shipping to a whole host of locations across the globe.  We use DHL Express services and can deliver to most European cities in 1 working day and further afield within 2-5 days.