Terms & Conditions

Welcome to our website (“www.authenticextensions.co.uk”).

The purchase of products available through this website are subject to the following terms and conditions.

You are agreeing to all the terms and conditions without revision by the use of the services. You acknowledge that members of the Authentic Extensions team may update the terms and conditions when necessary.

Please check this page periodically for changes.

 

 

Refund Policy

Authentic Extensions upholds a very high level of quality control, ensuring all of our clients receive authentic hair extensions and lace products.

All of our hair products are sourced directly from Southeast Asia and are prepared by very skilled craftsmen. As part of our quality assurance measures, every order is inspected before shipping in order to maintain the high standard requirements of our customers.

Due to the nature of our hair products, all sales are final. Refunds are not permitted, however exchanges may be accepted upon inspection within 3 working days from receipt of delivery excluding lace frontals and lace closures.

Exchange requests should be sent via email to orders@authenticextensions.co.uk. We endeavour to deal with requests for exchanges within 10 working days.

We only exchange products if they are defective or damaged. To be eligible for an exchange, your item must be returned in its original shipped condition and packaging. We will not accept any exchanges of hair extensions where the bundle weft has been unraveled and the hang tags must still be attached.

Please note, we deserve the right to refuse an exchange for hair that has been combed or tampered with and please ensure you select the correct lengths as exchanges will not be issued for this. In addition, exchanges will not be issued by the dissatisfaction of colour, split ends, shedding or any other concerns that are typical with natural virgin hair products.

We must receive the merchandise before an exchange can be made. All shipping and handling costs will be at the customer’s expense.

Shipping Back to Us

All shipping and handling costs will be at the customer’s expense and are non-refundable. To return your item for an exchange, an address will be provided for you. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning an item for an exchange, you must use a traceable shipping service or purchase shipping insurance as we cannot guarantee that we will receive your returned item and are not responsible for lost packages.

Payment Options

In order for your order to be processed and dispatched, we must receive an authorised credit or debit card with the same billing and shipping address. Any orders with different billing and postal addresses will be put on hold to which we will then request that you provide us proof of address in form of a government issued identification document (ID) or any supporting documentation of the alternative address before your order is processed. This information must be submitted within 48 hours of placing the order.

Failure to provide the necessary information will result in your order being cancelled. Orders are processed securely online using a valid credit or debit card. Payments are taken in advance at the checkout before your order is processed. A confirmation email will be sent to you once your order is approved.

You can pay with credit or debit cards. We accept Visa, Mastercard, American Express, Visa Electron and Maestro enabled debit cards.

PayPal

If you are a PayPal user, you can pay via PayPal without having to enter your credit card details on the website.

Klarna

At checkout, you can choose Klarna as your payment method. You will then be directed to the Klarna website to register and provide payment details. If you are already an Klarna user, just log in to your Klarna account. Then complete your order. 

Order Processing & Shipping 

Please allow 2-3 working days for processing of your order.

Orders for delivery within the United Kingdom (UK) are sent via Royal Mail Signed For® 1st Class. Delivery takes 3-10 working days upon dispatch. All orders placed on Saturday and Sunday will be processed on the following working day. All Royal Mail deliveries are made between 9am - 1pm, which would need to be signed for (except bank holidays). Failure to sign for the delivery would result in the package being sent back to your local postal depot for collection.

In the event where next day delivery is available (while stock lasts) orders received before 1pm will be sent via Royal Mail Special Delivery Guaranteed by 1pm the following day. Please note that orders placed by 1pm on Friday for next day guaranteed will be delivered on Monday.

Depending on your country of origin, our main couriers include Royal Mail (International Tracked & Signed), DPD, Fedex, DHL, and USPS for all orders outside of the UK. International deliveries have a lead time of 3-15 working days. A tracking number will be sent to you via email once your item(s) are dispatched.

Please note that international shipments must clear customs. The rules and requirements for customs clearance vary from country to country. It is the customer’s responsibility to pay any additional taxes, fees or duties or to arrange for any permits or special paperwork that may be required. Delivery options are a close estimate, depending on your location there is a possibility your order may arrive later than the estimated time.

Please also note that during the festive season deliveries may be delayed by a few days, therefore please allow additional days in transit for your delivery. If there is a significant delay in delivery of your order, we will contact you via email.

Delayed Deliveries 

It is advised to order your item(s) in advance to avoid unanticipated delays and disappointment. We are not responsible for late shipments due to increment weather, holidays, natural disasters, or courier delays. Please note that bank holidays are not counted as business/ working days and should be considered when calculating shipping times.

We entrust Royal Mail to deliver your package within our delivery time frame. If your package is delayed we will not offer a reimbursement of shipping charges.

PO Boxes

We recommend that our packages are not sent to PO Boxes as they require signatures. In addition, treatment of this mail varies from country to country where there is no one to sign for the item(s).

This excludes destinations in Africa or the Middle East, where PO Boxes are routinely manned to accept mail and provide a signature.

Product Availability

If a product is out of stock we will contact you immediately via email giving you two options;

  1. Wait for the product to be available with an estimated delivery date.

  2. Cancel your order with a full refund credited directly to the credit or debit card used to place your order.

Failed Deliveries

Please ensure you thoroughly check the shipping information you provide at the checkout. Make sure you include all the information needed to deliver your package. Your order will be delivered via Royal Mail to the address you provide.

If your parcel is signed for or by someone else other than yourself at your address, we will not be held liable as our duty is to deliver to your address. No refunds will be issued for refused or abandoned shipments. In addition, if a shipment is returned to us due to an incorrect address you will be responsible for additional shipping charges.

Trading & Discounts

Any purchases made at pop-up events/ trade shows, or received as prizes (giveaways) are not permitted to be exchanged, replaced or returned.

Delivery charges are applicable for all discount code users.

Discount codes are not to be used in conjunction with any other discount codes or special offers.