Frequently Asked Questions

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We offer a color matching service to help you find the perfect shade. You can send us a photo of your hair or visit our salon for an in-person consultation. We also offer a range of swatches to help you choose the right shade.

Yes, our hair extensions are made from 100% human hair and can be styled with heat tools just like your natural hair. However, it is important to use a heat protectant spray and to avoid excessive heat to prevent damage to the extensions.

Installation time varies depending on the type of extensions and the method of installation. Clip-in extensions can be installed in a matter of minutes, while sew-in and fusion extensions may take several hours. Our trained stylists can provide a more accurate estimate based on your specific needs.

 Within the UK:
Standard Delivery: 1-4 business days
Next Day Delivery: 1 business day (Order cut-off: 12pm) 

Outside the UK:
Standard Delivery: 5-7 business days
DHL: 3-7 business days 

The order cut-off time for shipments is 12:00pm. Please note we do not ship any orders on weekends or bank holidays. Our operating business hours are Monday - Friday 9:00am - 5:00pm (GMT). 

We exclusively partner with Royal Mail for domestic and national shipments due to their reliable service, offering guaranteed 1pm delivery, optional Saturday delivery for an additional fee, comprehensive Track & Trace functionality, immediate online visibility of signature on delivery, and reliable insurance coverage. Additionally, we collaborate with DHL for international shipments within World Zones 1-3, leveraging their fast delivery times (3-7 working days), international security expertise, robust tracking capabilities, and dependable insurance 

Not within the UK. However, since 1st January 2021 (post Brexit), parcels to Europe are subject to customs and duty fees. This means that goods shipped between EU countries, UK mainland and Northern Ireland (as well as international countries) have to clear customs and require a commercial invoice and other export documentation. You will be contacted by the delivery company if custom fees apply before your goods are released from customs in the destination country.Please contact your local tax and duties office if you're unsure. 

If the tracking information appears blank, it's possible that there's a delay in the tracking update. Please allow until the end of day for tracking to update. 

Please email thegoodhairshow25@gmail.com within 14 days of receipt to create an official return. You will receive returns slip to document the reason for return. Please note we do not offer paid shipping labels. We are unable to process any returns after the 14-day window. 

• We provide a 14-day return policy from the date of delivery.
• Please always get in touch with us first before returning any items back to us.
• Returned items must be in original packaging and resalable condition i.e. not worn, washed or altered in any way.
• If the hair is not in resalable condition or plastic security tags are removed, we will be unable to process your return, and your order may be returned subject to a £30 handling fee.
• Due to hygiene reasons wigs, custom made units, clip-ins, tape-ins are excluded from our returns policy. 
• Please note sample sale items cannot be returned and are excluded from our Returns Policy.
• Your parcel remains your responsibility until it arrives back with us. If you are shipping orders over $75/£50, please consider using a trackable service and/or purchasing a shipping insurance.
• Always keep your proof of postage and tracking number in case you need to contact us about your return. 
• Any returns that arrive with us past the 14 day window will not be processed.

You have 14 days to exchange items in original packaging and condition i.e. not worn, washed or altered in any way within 14 days of receipt. Please email thegoodhairshow25@gmail.com for a returns slip. We do not offer paid return labels. Due to hygiene reasons wigs, custom made units and clip-ins as well as sample sale items are excluded from our returns policy. 

Pre-order items are specially made or manufactured specifically for you once your order is confirmed. Because of this, we are unable to accept returns or cancellations once the order has been processed and production has started. Please review your order carefully before completing the purchase. 

In line with our Returns Policy your refund will be processed back to your original payment method and should appear in your account within 5-10 working days depending on your payment provider. If you're waiting for a refund after a return, there may be a delay of up to 14 business days depending on order queues and busy holiday periods. We aim to process your order ASAP and encourage you to contact us after the timeframe has passed. 

There could be several reasons this might be happening to you.

1. Payment Issues:
If your card or payment method has been declined, flagged for fraud detection or you've chosen an incomplete, undeliverable shipping address, our system might automatically cancel and refund your order.

2. Item Availability:
In the rare case our stock levels are incorrect and your order is out of stock we will notify you and present you with current options or cancel and refund your order.

3. Account Closure - Zero Tolerance Policy:
If we observe abusive behaviour and misuse of our services we reserve the right to cancel and refund your order.

We are committed to fostering a positive and respectful environment for both our staff and customers. Any form of bullying, harassment, including hostile or aggressive communication via email, social media, or other platforms, will not be tolerated. Aggressive language, personal insults, threats, or intimidation are unacceptable under any circumstances. Violations of this policy will result in a warning, and repeated offences may lead to order cancellations or permanent account closure.

Additionally, if we detect unusual returns or purchasing patterns e.g. wear-and-return, return of counterfeit or damaged items and misuse of our services we reserve the right to deactivate your account, any associated accounts and report you to relevant authorities. If you believe a ban has been applied in error, please contact our customer care team for prompt resolution

We do not offer refunds or facilitate exchanges for sale or sample items under any circumstances, as they are priced to go. 

Our fulfilment teams immediately begin processing orders and are unable to cancel them once placed. We encourage our customers to carefully review items and order details before checking out. 

Faulty items are considered goods, that arrived damaged or non-functional before use. We endeavour to replace your items immediately. You'll therefore need to be report it within the first 24 hours of receipt. Please email thegoodhairshow25@gmail.com with pictures to substantiate your claim. We may request a return for inspection and thoroughly assess your claim within 5 working days of receipt. 

Incorrect or missing items are investigated with our fulfilment and shipping teams. Please email thegoodhairshow25@gmail.com within 24 hours of delivery. We may ask you for pictures and more information. 

The textures of Cambodian, Indian, Burmese, Brazilian, Peruvian and Vietnamese hair in our extension line differ based on the natural characteristics of hair from each region. Cambodian hair tends to be thicker and coarser, while Indian hair is typically finer with a natural wave or curl. Burmese hair is known for its medium thickness and natural shine, Brazilian hair offers a great balance of durability and manageability, making it a popular choice for hair extensions and other applications, Peruvian hair is known for being thick, silky, and soft. It has a lot of body and movement, making it look natural and vibrant while Vietnamese hair is often straight and may appear silky or coarser in texture. Each texture offers a unique look, allowing customers to choose the option that best suits their preferences and desired style. See more here: Our Textures

Please be advised that hair maintenance is your responsibility. If you have damaged, cut, or bleached your hair extensions, leading to dissatisfaction with the outcome, or if your hair experiences any issues after chemical treatments, such as severe tangling or shedding, we cannot be held responsible for these actions. Therefore, we regret to inform you that we are unable to offer exchanges or refunds in such cases.