Frequently Asked Questions
- General Enquiries

Click > here < for questions specifically regarding our tresses and > here < for questions specifically regarding our acrylic powder.

WHY HAS MY ORDER BEEN CANCELLED?

All orders and their respective card transactions undergo our billing verification process, in the event that your transaction is flagged up as medium risk, high risk or completely fails your order will be cancelled and immediately refunded, any second attempts made within 7 working days will be automatically refunded for security purposes. In the event that a payment has passed our billing verification process, orders may be cancelled as Discount codes are only applicable to fully priced items, orders made including discounted or 'on sale' items, bundle deals and package deals will be immediately cancelled and a refund will be processed.

I'VE PLACED AN ORDER BUT WISH TO MAKE AN AMENDMENT, what do i do?

All amendments must be made prior to the order status changing from unfulfilled to fulfilled. In the event that you wish to do so please send an email in reply to your order confirmation email. Once your order has been fulfilled we are unable to make amendments and the order will be subject to our refunds & returns policy.

I'VE PLACED AN ORDER BUT WISH TO CHANGE MY DELIVERY ADDRESS, what do i do?

Unfortunately we cannot change delivery addresses manually once orders have been fulfilled, however our systems automatically amend any minor discrepancies in all addresses (spelling mistakes ect.). For orders that have not yet been fulfilled please send an email in reply to your order confirmation email.

In the event that the new address is in a separate region as the billing address we will not be able make any amendments and your order will be cancelled and immediately refunded.

WHY HAS MY ORDER NOT ARRIVED?

Please check whether your order has been marked as fulfilled, custom orders and orders placed after the cut-off times stated on our shipping pages will not be processed until the following working day and as a result may delay receipt. We are also unable to control issues that may arise with our third party delivery carriers and are not under any circumstances responsible for missed deliveries, lost deliveries, or the cost of delivery rerouting due to incorrect or incomplete addresses.