Welcome to our FAQ page! Here you will find answers to some of the most commonly asked questions about our online hair store, including refunds and returns, shipping, and product information. If you have any further questions or concerns, please don't hesitate to contact our customer service team, who will be happy to assist you.

ONLINE SHOP

Do you shipoutside the UK ?

Yes, we ship worldwide!

** additional delivery charges will be applied for all international orders

Do you offer installation services for the hair extensions?

We are not currently offering installation services, however we have constructed for you our top recommended stylists for braids, wigs & sewins across the UK's largest 15 cities !

check out our blog post for more info

How do I choose the right hair colour for my hair ?

All of our human hair extensions are 100% colour free. This means that the colour of the hair mimics natural hair colours ( ranging from cololurs 1B-4).

All of our human hair extensions can be bleached and coloured by both professionals and confident DIY'ers. This allows you to closely match your hair extensions to your desired colour.

How do I place an order ?

Placing an order with us is easy and convenient. You can place an order on our website by adding the items you want to purchase to your cart and checking out.

At checkout, you will be prompted to select your preferred payment method and enter your payment information. Our website uses secure encryption technology to protect your personal and payment information, so you can shop with confidence.

What Payment Options Do You Accept ?

We accept a variety of payment methods to make your shopping experience as seamless as possible. We accept all major credit cards, including:

-Visa

-Mastercard

-Maestro

-American Express

-Diners club

-Shop Pay

-Apple Pay

- Google pay

-Paypal

-ClearPay ( Pay In Instalments)

AFTER CARE

How do I maintain my new human hair extensions ?

Proper care and maintenance are essential to keep your hair extensions looking and feeling their best, and we are here to help!

To provide our customers with the best resources and tips for hair extension maintenance, we have created a YouTube channel (@LopeLocks_UK) where you can find a variety of helpful videos. Our channel includes tutorials on how to wash, condition, style, and care for your hair extensions, as well as product reviews and styling tips.

Can I colour/bleach my human hair extensions ?

Our hair extensions are made from 100% human hair, which means that they can be safely bleached or coloured without causing damage to the hair.

However, it is important to keep in mind that the hair will react differently to bleach and colour than your natural hair, so it is always recommended to consult with a professional stylist before attempting any major color changes. They will be able to advise you on the best products and techniques to use to achieve your desired look while minimizing damage to the hair.

To help you care for your newly colored or bleached hair extensions, we recommend subscribing to our YouTube channel where you can find a variety of helpful videos on hair extension aftercare. Our videos cover topics such as washing and conditioning, styling, and general maintenance, so you can keep your hair looking and feeling its best.

Can I Use heat styling tools on my hair products?

It is important to note that our different types of hair require different levels of heat to achieve optimal styling results.

If you are using our have human hair extensions, they can be heat styled using appliances such as curling irons or straighteners at high temperatures. However, it is important to use a heat protectant spray before applying any heat to your extensions to avoid damaging the hair.

For our Kanekalon braiding hair, it can be hot water sealed and styled with a low temperature flat iron or curling iron. It is important to use caution when applying heat to Kanekalon hair, as it can melt or burn if the temperature is too high.

If using our synthetic braiding hair, it is important to note that it cannot be heat styled or hot water sealed. Attempting to apply heat to synthetic hair can cause it to melt or become damaged, so it is best to avoid using heat styling tools on synthetic hair altogether.

If you have any additional questions or concerns about the use of heat styling tools on your hair extensions or braiding hair, please do not hesitate to contact us. We are always here to help and want to ensure that you are completely satisfied with your purchase.

How long do human hair extensions typically last?

The longevity of your hair extensions can depend on a variety of factors, such as how well they are cared for, how frequently they are worn, and the quality of the hair; thankfully we've already got you covered for great quality!

In general, our high-quality human hair extensions can last between 3-5 years with proper care and maintenance; we have customers who can testify to this!

It is important to follow the care instructions that come with your hair extensions, including how often to wash and condition them, how to properly store them when not in use, and how to avoid tangling and damage.

How do I store my hair extensions when not in use ?

Proper storage can help to extend the life of your extensions and keep them looking their best. Because of this, all human hair exxtension purchases come with a free storage box ( which are also available for purchase seperately)

The best way to store your hair extensions is to keep them in a dry and cool place, away from direct sunlight or heat sources. It is also important to keep them in a container or bag that is specifically designed for hair extensions to avoid tangling or damage.

Before storing your extensions, be sure to brush them gently to remove any tangles or knots. You can also apply a light leave-in conditioner or detangling spray to help keep the hair soft and smooth.

With proper storage, your hair extensions can last for many uses, so it is important to take the time to store them properly.

SHIPPING & DELIVERY

How long will my order take to be recieved

We understand that receiving your order in a timely manner is important, and we strive to get your products to you as quickly as possible.

To ensure that we can offer a reliable and efficient service, we do not use a drop shipping method. This means that we only advertise products that we have in stock and can guarantee delivery within our promised timeframe.

We offer free next day delivery for all orders over £75.00, which is guaranteed by 1pm the next day. For orders that do not meet this threshold, next day delivery can still be added at checkout for an additional fee.

Please note that all orders are subject to processing and handling time before being shipped out. We aim to dispatch all orders within 24 hours of receiving them, although during busy periods it may take longer. Once your order has been dispatched, you will receive an email confirmation with tracking information so that you can keep track of your package.

Which courier will you be sending my goods through ?

We are proud to use Royal Mail as our primary courier service.

We believe that Royal Mail offers a reliable and efficient service that allows us to get your order to you as quickly as possible. All orders are sent out via Royal Mail's tracked service to ensure that you can keep track of your package and know when to expect its arrival.

Please note that delivery times may vary depending on your location ( for orders being delivered outside the UK) . We always aim to dispatch your order as quickly as possible, and once it has been shipped you will receive an email confirmation with tracking information so that you can monitor its progress.

Can I track my order once its been dispatched ?

If you have selected our tracked delivery option at checkout, you will receive a live tracking number for your order. Our courier, Royal Mail, will provide this tracking number, which you can use to track the progress of your order.

If you have not selected the tracked delivery option, we regret to inform you that we are unable to provide you with a live tracking number. However, we will still provide you with a dispatch notification once your order has been shipped, which will include an estimated delivery date.

We recommend selecting the tracked delivery option if you would like to receive a live tracking number for your order. This option will provide you with peace of mind, knowing exactly where your package is and when it will arrive.

What countries do you ship to ?

Below are the list of countries we currently ship to:

Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Faroe Islands, Finland, France, Georgia, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Luxembourg, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine,United Kingdom, USA and Vatican City

Can I cancel my order once it's been dispatched.

Unfortunately, once an order has been dispatched, it is no longer possible to cancel it.

At that point, the item is on its way to you and we cannot stop or redirect it. If you no longer want the item, you will need to return it as a refund. However, please note that you will be liable for any additional costs incurred, such as shipping and handling fees. We recommend checking our refund policy before placing an order to ensure that you are aware of the conditions.

RETURN & REFUND POLICY

What is your refund policy

We are so sure you will love your products that we offer a 14day guarantee on all products.

If you're not happy with your purchase, simply fill out our online returns form and send it back. We offer a 14-day full refund for all purchases made in-person or online, as long as the items are returned in their original packaging and with all labels and tags intact.

We want our customers to be completely satisfied with their purchases and we strive to make the return process as easy and hassle-free as possible.

For more information please check out our Return & Refunds Page

Can I return purchases that have been opened and/or used

We understand that customers may sometimes need to open or use the products before deciding whether to keep them or not. However, once the labeling and safety seals have been removed, we are unable to accept returns or exchanges for health and safety reasons.

We kindly ask that customers ensure they are completely satisfied with their hair before removing any tags or seals. We recommend inspecting the product immediately upon receipt and checking that it matches your order and is free from any defects or damage. If you have any concerns or issues with your hair, please contact our customer service team within our specified time frame (14 days), and we will do our best to resolve the issue.

Do you offer refunds on shipping charges if I decide to cancel my order/return my items ?

We understand that sometimes customers may need to return their order, and we are happy to assist with this process. However, we are only able to offer a refund for shipping charges if the product is being returned due to a rare fault on our part, such as sending out the wrong item or a faulty item.

If you have decided to return your order for any other reason, you will need to cover the cost of return delivery yourself. We recommend using a tracked and insured delivery method to ensure the safe return of the product. Once we have received the returned product, we will issue a refund for the cost of the item(s) only, and the original shipping charges will not be refunded.

Can I exchange a product instead of requesting a refund ?

We do offer exchange services, and we are happy to assist you with exchanging your product if you are not completely satisfied with it.

To request an exchange, please contact us via email, and let us know the reason for the exchange, as well as the product you would like to exchange it for. Our customer service assistant will guide you through the process and provide you with any additional information you may need.

To initiate the exchange, you will need to return the original item to us, following our return guidelines. Once we have received and processed your return, we will send you the replacement product.

We recommend using a tracked and insured delivery method to ensure the safe return of the product. Please note that the customer is responsible for any shipping costs associated with the exchange, unless the product is being exchanged due to a fault on our part, such as sending out the wrong or faulty item.