Delivery of Your Hair Extensions

SHIPMENT

Orders placed before 3.00pm Monday – Friday will be dispatched same day via Royal Mail Special Delivery which is our standard service for the UK to arrive Next Working day pre 1:00pm, subject to Royal Mail Terms & Conditions. This does not apply to orders placed on Friday which should arrive Monday.  If goods are required for a Pre 9am or Saturday delivery, this option must be purchased from the express delivery upgrades page.

Royal Mail Special Delivery™ Next Day guarantees delivery, by 1.00pm of the next WORKING day, to 99%* of the UK.  Please note Saturday is not classed as Next Working Day by Royal Mail. Some destinations may take longer, in which case Royal Mail guarantee delivery within three working days by 5.30 pm.

For overseas customers items will be shipped via Royal Mail International (recorded and signed for service) which will take around 5-7 working days for arrival. Please note we dispatch goods only on Monday – Friday.  Any orders placed between 3pm Friday  and 3pm Monday will be shipped Monday.

There is no shipping on Bank Holidays.

Deliveries must be signed for.

ANY DELAYS BY ROYAL MAIL ARE OUT OF THE CONTROL OF SECRET HAIR EXTENSIONS.

PLEASE ALLOW FOR EXTRA TIME FOR DELIVERIES.  WORKING RESTRICTIONS AT ROYAL MAIL DUE TO THE WORLDWIDE COVID PANDEMIC MAY IMPACT ROYAL MAIL DELIVERY TIMES.

ANY DELAYS WILL NOT BE REIMBURSED BY SECRET HAIR EXTENSIONS.

RETURNS

We DO NOT accept any responsibility for goods not returned to us. In addition, under the Consumer Protection (Distance Selling) Regulations you may cancel your order for any reason within 14 working days following receipt of the item(s), only where all goods are returned unused and unopened and are fit for resale.  To be fit for resale, all hair products must have the securing bands in their original position. Under no circumstances will we refund or exchange a product that has been removed from the inlay card, or any of the security tags/bands removed as all Secret Hair Extensions products can be clearly inspected without doing so.

Postage costs will not be refunded for returns.  Where a free shipping method has been selected, upon  return a deduction will be made towards the original cost of shipping when goods are returned.  Please keep this in mind when ordering.

All goods need to be returned by a signature required method.  This is to ensure their safe receipt and avoid discrepancies. Secret Hair Extensions do not accept any responsibility for goods upon their return to us. It is the sender’s responsibility to ensure that adequate insurance is taken to cover the costs of said goods if they are lost or damaged on return to us. It is the customer’s responsibility to cover the cost of postage when returning or exchanging products. Postage costs will not be refunded for returns or exchanges.

Please allow a maximum of 7 days for the processing of refunds and exchanges once the products are in our possession.

Refunds can take up to 3-5 days after processing depending on which payment method has been used. We can not be held liable for any bank charges or interest payment that may occur.

QUALITY ISSUES

In the unlikely event that quality issues occur, any fault must be reported to Secret Hair Extensions within 28 days of purchasing as human hair is a natural product and as such is consumable during wear. Faulty hair MUST be returned for testing and examination.  Refunds will not be considered where goods have not been returned for quality testing and inspection.

Hair must be received within 2 days of the report date before further damage can occur.   Faults must be reported to us truthfully and in full detail. Failure to provide us with the products and adequate information within this time frame will result in no further action by Secret Hair Extensions. Evidence of a Consultation and Consultation Form must also be provided.

Only the customer who originally purchased the hair can provide us with this information; we cannot deal with any other individuals or parties in line with data protection services,

Should no fault be present, or the hair has been damaged in any way due to poor application or aftercare, the goods will be returned to the customer and will not be refunded or replaced. We do not test, refund or exchange any hair extensions that have been chemically damaged, coloured or tinted while in the purchaser’s possession, this includes the use of Silver/Purple Shampoo.  Goods used for any purpose oter than their intended use or fitting method are not covered by our guarantee.  All items must be received in their original colour condition to be eligible for refund/exchange.

Goods are not considered faulty if their condition has deteriorated due to inadequate care, application or cutting. This includes incorrect fitting, incorrect fitting methods or the use of extensions in any way other than their intended purpose.  If no fault is found, or the hair has in any way been damaged, coloured, inappropriately cut or applied by the customer or a professional, we reserve the right to decline a refund or exchange.

We require the use of our own hair care products and brushes on all of our extensions. This will extend the life of your human hair product.  Secret Hair Extensions refuses the right to any refund if our after care range has not been applied to maintain our hair extensions products. Aftercare products must be purchased on the same order receipt or within 7 working days of purchase to guarantee your hair extensions. Asian Hair Extensions will last up to 3 months if applied and maintained correctly. We cannot be held responsible for any heat damage exposure or incorrect products used on the hair. We will not inspect hair quality issues if the correct aftercare has not been purchased at this time, we reserve the right to refuse any refund/exchange due to incorrect products being used.

We do not guarantee our hair extensions while abroad or on holiday. Chlorinated water, high mineral content in hard water, hot climates and use of sun creams could damage or discolour hair extensions. It is the customer’s responsibility to ensure the product is correctly cared for once purchased.

Please Note:  The Secret Wire on the Secret Halo comes with a lifetime guarantee.  Each and every Halo and Halo Wire is double tested for strength and fitting by our Quality Assurance team. As such we are confident that no Halo Wire will break.  In the event that a wire is accidentally cut or melted, we are still happy to replace the wire free of charge.  However, due to customers abusing our returns policy, it is a condition of sale that Halos cannot be returned because of a broken wire.  We trust that our valued customers can understand this policy.

Refunds or exchanges are given where any fault is found by us to the equivalent quantity or value of hair received by us. When purchasing goods from Secret Hair Extensions, you agree to abide by our Terms & Conditions of Sale. We recommend that only fully qualified professionals purchase and apply our hair extensions.