Orders placed before 2.00pm Monday - Friday will be dispatched from us the same day, excluding UK bank holidays***
Tracked 24 - Next working day delivery aim (This is NOT a guaranteed delivery ETA)
Special Delivery Guaranteed - Pre 1pm Next Working Day
Free Express Delivery - Next Working Day
***Please note that it can take couriers 2-3 days to deliver to the Isle of Man, Scilly Isles, Areas of Scotland based on Postcode (please refer to Royal Mail for particulars), and the Scottish Highland & Islands, in addition to Northern Ireland.
We do not offer a Saturday Guaranteed service however Royal Mail can attempt a tracked/special service on a Saturday however it does not formulate part of their delivery guarantee.
Consequential insurance is not covered by the carrier delivery terms, therefore financial recompense is not eligible in the event of a parcel being delayed or incorrectly received.
Incorrect Delivery Details
It is the customer's responsibility to enter the correct delivery address details at the time of ordering. If the customer enters the incorrect or incomplete address and goods are delivered to the wrong address, we are under no obligation to issue a refund or send replacement goods. If goods are returned to us due to an address error, we are not obliged to re-send at our expense, however, redelivery at our standard rate will be offered or a refund less the postal expense on receipt of the returned parcel.
We will aim to fulfill a request for order amendments where possible however once a parcel has been picked, packed, and tracking assigned we are unable to add to/combine/cancel an order. Therefore in the event, a refund is required the item would need to be returned in line with our returns policy.
HairPlanet Hair Extensions Ltd shall not be liable for delay or failure to deliver or perform due to any cause beyond its reasonable control, or for Acts of God, acts of Buyer, acts of any governmental authority, strikes or other labour disturbances, delays in transportation, fuel or energy shortages, or inability to obtain necessary components, services, or facilities from usual sources.
In the unlikely event, a parcel is delayed we will work with you to trace and locate the parcel as promptly as possible.
If a parcel arrives damaged we would require the following to file an investigation:
- The parcel needs to be signed for as damaged which flags the issue immediately in the Royal Mail system.
- A photograph showing clearly the damage and the tracking number on the parcel.
- Confirmation of any missing items.
We would need the above evidence within 7 days of receipt of the parcel in order to process a claim with Royal Mail.
Missing/Not received Parcels
We are unable to report an item as missing until 15 working days after the original shipment date and are therefore unable to deem an item as lost until this time and will not refund or replace it until 15 working days from the original shipment date has passed and Royal Mail has confirmed the parcel is lost.
If you are advising us of a parcel that has not been received, this must be reported within 14 days of the tracking number confirming it as delivered so we can file an investigation to obtain the GPS location marker taken on delivery. Royal Mail obtains both a signature on delivery and GPS geofenced location to legally satisfy the terms and conditions of the merchant banks and credit providers as evidence of delivery. Signatures can be taken from the recipient/occupier of the property or an immediate neighbour. For full details of special delivery conditions please visit www.royalmcil.comWe are unable to file an investigation on a "receipt denial" claim after 14 days.
Any items lost by the couriers will be fully refunded or replaced AFTER the courier has finished their investigations. This can take several weeks in extreme circumstances. We will not resend or refund items before the investigations have been completed. If the courier requires you to sign and return a denial of receipt form or similar this may delay your refund further. You will not be entitled to any extra compensation for fitting fees or loss of earnings.
You can repurchase any items while you wait for the courier to finish their investigation. You can request we simply refund the lost shipment once the investigation has been completed.
Incorrect order received
You have 7 days from the date of delivery to report any missing or incorrect items in your order. During the packaging of items, we utilise a barcode scanning system, synchronised to timestamped CCTV. This provides detailed records including batch numbers of items sent and the weight of the parcel dispatched, this information is used to help resolve any missing item complaints. You must not use the hair or dispose of the packaging as they are needed in the event of a claim against the courier.
You may need to wait for the courier’s investigation and meet with them yourself to sign legal declarations before a refund can be issued (this typically happens when there is a delivery dispute rather than an order lost in transit).
We will defend all suspicious claims using information from CCTV, parcel weights, and documentation recorded by both ourselves and the couriers. Fraudulent claims will result in the termination of your account.
Returns and Exchanges
If an item is unsuitable you may return to HairPlanet Hair Extensions ltd as we operate a “no quibble” 14-day money-back return or exchange policy.
To return items for a refund or exchange you must email us at email@example.com to let us know of your intent to return.
We ask that all goods are in saleable condition and the hair products have not been used or handled, e.g., brushed, worn, labels removed etc. for health and hygiene reasons.
We do not recommend colouring or toning any human hair products as they have already been subjected to bleaching and chemical processes therefore further treatments can be unpredictable and are therefore at your own risk. If you decide to go ahead and colour the hair all guarantees are void and we will not accept hair back to be tested, as you have made a change to the original condition of the product sold.
All postage costs must be paid by the buyer for the return of items and if an exchange is required the buyer must pay all postage costs for the postage of the new item.
All exchanges/refunds must be posted back to us within 14 days of the delivery date for refunds to HairPlanet Hair Extensions Ltd, Unit 4 Blackwood Hall Estate, North Duffield, Selby YO8 5DD. Refunds will be reversed back to the original method of payment only. Any returns received after 14 days of the delivery date will be issued with a credit note only. No returns will be accepted after 28 days of the delivery date.
All hair returned for refund or exchange must be in the original packaging and unopened otherwise a 5% restocking charge will be made. If hair is in un-saleable condition the exchange/refund will not be accepted and the buyer will be responsible for the cost of returning the item(s) back. All Hair Extensions are non-returnable if they are removed from packaging ties, this is due to hygiene reasons.
Please send all exchanged/refunded items via a recorded/trackable delivery method as we are not responsible for any packages that are not received. If the return is due to an error made by HairPlanet Hair Extensions Ltd, all related postage will be refunded. This returns policy does not affect your statutory rights. 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), if goods are returned unused and unopened and are fit for re-sale.
We can only deliver your exchange to the same delivery address as your original order
If your chosen item is out of stock, you will automatically be given a refund
If you wish to exchange your item for a different product or colour, you must return the item for a refund and place a new order
Returns - Faulty Goods
If hair extensions appear faulty due to quality issues, the fault must be reported to us within 1 month of the purchase date due to human hair being a consumable item during wear.
We will require any faulty hair back in full for testing and examination.
Hair must be received by us within 7 days of the reported date before any further damage can occur. If no fault is present, or the hair has been damaged in any way by the customer due to poor application or aftercare, the goods will be returned to the customer and we will not refund or replace the goods.
We recommend the use of our own brand hair care products on our HairPlanet Hair Extensions. We refuse the right to a refund if our products have not been used to maintain the hair correctly. Hair Extensions will last up to 3 months with continuous wear if applied and maintained correctly.
We recommend only our specifically designed hair care products to help maintain the life of your hair extensions. Refunds or exchanges given for faulty hair extensions will only be given to the equivalent or value of hair received by us. By accepting these T&C's when registering and purchasing goods from HairPlanet Hair Extensions Ltd, you agree to abide by our Terms & Conditions of Sale.
Due to the lack of control we have over application and operation procedures for the use of glue, glue gun, and other application products, our manufacturers and HairPlanet Hair Extensions Ltd cannot accept any responsibility whatsoever for any damage or injury caused to third parties. The purchaser must determine if the glue, glue gun, colours or any other products are suitable for their requirements prior to application. All products are intended for professional use only and advise a full consultation with all clients prior to installation.
HairPlanet Hair Extensions Ltd does not accept any responsibility for hair that has been coloured or altered in any way after purchase.
Our human hair products and Tools are of Indian, Asian, Russian & Chinese origin, and we always aim to maintain the highest possible standards at all times.