Customer Services

Payment and credit/debit Card

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What cards do you accept?

We accept the following major Credit Cards via our hairtrade online payment:

We accept the following major Credit Cards via Paypal:
Visa MasterCard Switch Solo Visa Electron Amex Delta

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It's safe to order online

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our web site cannot be read in the event someone else intercepts it.

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Credit Card Security

Currently we are using Sagepay, Paypal, and Amazon as our payment processor. When the order is placed at our website, the customer completes their online payment transactions securely. Online payments are secured using an industry standard technology called SSL. This makes sure that your card details can't be intercepted en route between your PC and our servers. As soon as we receive your card details, we encrypt them and pass them to the bank. We never actually store your card details anywhere. You will have an email confirmation when you finish your payment process and return to Hairtrade.com. Also you will get email notification whenever your order's status has changed.

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Can I pay by any other method?

We accept payment by Credit Card, or Debit card on the Internet.

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When Will I be Charged?

When you reach the final billing page and have successfully submitted your order; we will immediately contact your bank/card issuer for authorisation to take payment from your account.

If the payment is authorised, you will receive an e-mail within a few minutes confirming your order, and payment will be taken from your account shortly afterwards.

If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.

If the payment is not authorised by your bank or card issuer, you will be contacted by us advising you of the reason why. (Please note some issuing banks may still reserve your funds for a period of time).

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Why is my credit card rejected?

The payment system is separated from our online shopping cart. During checkout stage you are redirected to the Protx secure online payment gateway where your card details are checked. Your credit card could be rejected due to the following:

  • Card holder name is incorrect
  • Billing address is incorrect
  • Numbers/expiration dates are incorrect
  • Issue number is incorrect
  • Not enough balance
  • Your issued bank blocks the card from internet usage for security reasons
  • Unusual or unusually large transaction
  • The issuing banks server was down/unavailable for some reason
  • If a credit card has been used several times in one day
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Billing address & Delivery address

When placing orders we recommend:

  • Please ensure your billing address is exactly as it appears on the statement of the card you will be using
  • Your delivery address is where you will be between 9am-5pm on weekdays
  • If the card you are using is not yours, we may ask for authorisation from the cardholder before your order is processed
  • It is highly recommended that your delivery address is the same as your billing address, which appears on the statement of the card that you are using
  • For security reasons your first and second order may be shipped to your billing address
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Checkout By Amazon

With Amazon Payments, you can use the delivery addresses and payment information stored in your Amazon account to shop quickly and securely on Hairtrade by clicking the Pay with Amazon button on the shopping basket page.

  • When shopping on our website, look for the amazon button.
  • Click the button and sign in with your Amazon account
  • Select the payment and delivery information stored with Amazon to make your purchase

Trusted & secure: Checkout by Amazon helps you shop quickly, safely and securely. You can pay on our website without re-entering your payment and address details. Eligible Checkout by Amazon transactions are protected by Amazon Payments' A-to-z Guarantee. For more information about Amazon Payments, please visit: https://payments.amazon.co.uk/personal

Product & order

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I need more information about a product

We include as much information as possible about a product on the product page. Usually, more detailed information like product length and units can be found on the product page. If you need more detailed information, please contact us quoting the product name, model(if available), which can be found on the product page (e.g. Human Hair Silky Weaves P27/613).

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Will you be getting any more in?

Unfortunately some items will be out of stock or be removed from the site altogether if discontinued. Please be advised that our Customer Care team cannot tell you when a product will be back in stock. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.

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I saw this item in an advert but cannot find it on your site

This means that the product is temporarily out of stock or has been discontinued. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.

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The product I ordered is now reduced. Can you refund me the difference?

Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

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Can I change my order

If the product status is not yet in 'Dispatched' then it may be possible to amend it. Please note that we can only:

  • Change size and colour options
  • Cancel items from your order or cancel your entire order
  • Change delivery details

If your order status is 'Dispatched', unfortunately it is not possible for us to:

  • Add items to your order
  • Upgrade your order postal method

You will need to return the order to us. To change your order please contact us via our website with your Order Number and include details of the amendment(s) required. Customer Care will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.

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You haven't replied to my query

It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please Contact us stating your secondary email address or a family member's or trusted friend's email address. Please include YOUR Name, registered Hairtrade email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

We only reply to email sent to info@hairtrade.com, please make sure you send to the right address.

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Tax Charges

For orders made from the UK or the European Union, 20% VAT is added. VAT is a tax that you pay when you buy goods and services in the European Union (EU), including the United Kingdom. Where VAT is payable, the price shown on the website normally includes VAT.

Backordered Items

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Backordered Items

Back ordered items are items which are currently not in stock but will be ordered in for you. Once we have received delivery of the item, it will then be dispatched to you immediately. Backordered items cannot be shipped at the time an order is placed, but will ship at a later date with the order. When a backordered item is selected, we will provide you with an approximate shipping date. Please be aware that backorder dates are approximate and subject to change. If you have selected an item that is on backorder, you have the option to order it, or select an alternate size or color if available. Please note that the total shipping and handling charge will not increase. For international orders the backordered items and non-backordered items will be shipped together. You will always be emailed with the option to cancel your order if you would rather not wait.

Delivery

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Delivery Options

We will ship your order on the SAME/NEXT working day of payment receipt. To process your order quickly and correctly, please provide us your full delivery address including post code/zip code, county/provice name. Please also remember to leave your contact number and email address.

  • Your order will be DISPATCHED on the same working day, provided that the order is placed before 3.00pm (Saturday, Sunday and Bank Holidays are not classed as working days).
  • All items are sent out with the chosen postal service on the next working day of payment receipt. Delivery is not possible on a Saturday, Sunday or Bank Holiday. All prices include package and postage charges.
  • If you have any urgent need please call us on: 0845 051 0342. Cost subject to weight. Prices refer to the following table. If you want to make a purchase out of our weight range, please Contact Us.
  • After your order has shipped: The delivery address may not be changed.
  • Some items are not available for special/next day delivery, they are specified in the products description.

UK DELIVERY

Standard: £2.60 (not over 150g) Or £4.50 delivered within 2-5 working days

Express: £6.60 delivered within 1-2 working days (majority arrive next day by 5pm)

Express 1PM: £7.60 (not over 500g) Or £12.00 delivered 1PM next working day

Express 9AM: £19.80 delivered 9AM next working day

For next working day delivery, you must place your order before 3pm Mon-Fri (GMT), We cannot guarantee delivery on Saturdays. Excludes Channel Islands, Jersey and BFPO addresses. We do not deliver on Public Holiday/Bank Holiday.


WORLDWIDE DELIVERY

Intl Standard: £13.00 delivered within 3-8 working days.

Intl Express:
Australia £31.30
Canada £26.70
Cyprus £28.00
Czech Republic   £23.10
Denmark £23.10
Finland £23.10
France £14.00
Germany £14.00
Gibraltar £30.00
Greece £23.10
Italy £23.10
Ireland £20.20
New Zealand £34.60
Norway £29.10
Slovakia £26.40
USA £26.70

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Next Day Delivery

You need to order before 3pm (Mon-Fri) for guaranteed next working day (Mon-Fri) delivery. We cannot guarantee delivery on Saturdays.

Notice that some products will not be available for next day delivery and those are stated on the individual product page. You may not be able to receive these items on the next working day even if you choose the next day delivery service. However you will receive the items on the next working day upon despatch.

Why is the order delayed/lost?

Always make sure you provide the correct delivery address. Orders with Royalmail Special Delivery (Next Day) always arrive on time. In experience however there are very rare situation that it delays. We are not responsible for orders that have been delayed by the carrier over which we have no control. Please place your order earlier to avoid delay.

If after 15 working days (25 working days for overseas parcels) of despatch you still have not received the item please contact us and we will either send the replacement or refund you.

Different Delivery and Billing address?

It is highly recommended that your delivery address is the same as your billing address. Delivery will be subjected to fraud risk assessment and the order could be sent to your billing address if the risk of fraud is anticipated high.

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Which courier company do you use?

We use Royal Mail, Interlink, UPS for deliveries within the UK, Europe and Rest of World.

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Can someone else sign for my delivery?

Yes, anyone at the specified delivery address can sign for the goods.

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Do I have to pay import charges?

Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

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Do you deliver to my country?

We deliver to the following countries: (in alphabetical order)

Austria
Australia
Belgium
Canada
Cyprus
Czech Republic
Denmark
Estonia

Finland
France
Germany
Greece
Iceland
Ireland
Italy
Japan

Latvia
Lithuania
Liechtenstein
Luxembourg
Malta
Netherlands
New Zealand
Norway

Poland
Portugal
Slovak Republic
Slovenia
Spain
Sweden
Switzerland
United States

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Different Delivery and Billing address?

It is highly recommended that your delivery address is the same as your billing address. Delivery will be subjected to fraud risk assessment and the order could be sent to your billing address if the risk of fraud is anticipated high.

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Choosing a shipping method

You can simply choose the options available during check-out. The cost of shipping is calculated automatically on the billing page once the delivery destination is confirmed. Please tell us any of your postage enquiries by adding your own message in the message window while you proceed with your order.

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Why have the order delayed/lost?

You need to order before 3pm (Mon-Fri) for guaranteed next working day (Mon-Fri) delivery. We cannot guarantee delivery on Saturdays.

Always make sure you provide the correct delivery address. Orders with Roymail Special Delivery (Next Day) always arrive on time. In experience however there are very rare situations in which the order is delayed. We are not responsible for orders that have been delayed by the carrier over which we have no control. Please place your order earlier to avoid delay.

If after 25 working days of despatch you still have not received the item please Contact Us and we will track the item and send the replacement or refund you if lost.

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Order Tracking

If you are registered with us you can always track your order status by logging into your Hairtrade account. The order tracking number is sent to you via email when the order has been despatched. You can also track the package via RoyalMail for special delivery.

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Some products are not available for next day delivery

Notice that some products will not be available for next day delivery and those are stated on the individual product page. You may not be able to receive these items on the next working day even if you choose the next day delivery service. However you will receive the items on the next working day upon despatch.

Return & Exchange

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Returns

We are committed to ensuring you are completely satisfied with your purchase every time you shop with Hairtrade.com. If for any reason you are not satisfied with any of the products purchased from us, simply return the item or items to us in their original condition within 14 days of receipt.

Exchanges and refunds can be issued providing the item or items are in a suitable, saleable condition. Hair extensions must be in the original, saleable condition with all packaging intact and must not be removed from the cardboard insert.

Items can be exchanged for a different size, colour or product; or a refund will be issued with a 10% administration charge deducted from the refund amount.

Returns Address: I&K International Ltd, IK House, Team Valley Trading Estate, Gateshead, Tyne & Wear NE11 0NY.

All returned goods must be in saleable condition and the hair products must not have been used or handled (e.g. packets opened, brushed, worn, labels removed etc, for health and hygiene reasons). Hair returned for refund or exchange must not have been removed from the cardboard under any circumstances for hygiene purposes. Unwanted hair removed off the cardboard will not be refunded or exchanged under any circumstances for hygiene reasons and the product will be returned to the customer. All returned items must be in original packaging. No refund will be given if the hair products have been used (e.g. hair products removed from the packaging).

Returns and exchanges are accepted within 14 days after delivery. Postal charges will not be refunded for unwanted goods. We may refuse a refund if any goods are returned in un-saleable/un-resaleable condition and are not faulty.

Please note: Postage will be charged for all returns and exchanges except quality issues. We ARE NOT liable for any responsibility for returned goods sent back. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Please make sure to include a copy of the original invoice/receipt that has the order number on and put a brief note for return reason. It may delay your refund/exchange process if you do not include them.

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Wigs

For all wigs items it must be returned within 7 business days of receipt of product(s). We reserve the right to refuse the return/exchange of any items that have been worn, damaged, or had the tags removed. If an item we receive has been worn, the tags removed, or the item deemed unacceptable we reserve the right to return to you any unacceptable pieces. All packaging for product must be intact and not damaged in any way.

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I received the wrong item

If the item you received is not what you originally ordered, please Contact Us quoting your order number, your name and address, details of the product(s) and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

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Faulty item

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days the purchase date to return the item to us.

If hair extensions appear faulty due to quality issues, the fault must be reported to us within 30 days of the purchase date due to human hair being a consumable item during wear. We 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, the goods will be returned to the customer and we will not refund or replace the goods. We recommend the usage of hair products we suggest in our care instructions. We will not refund if our products have not been maintained properly. Refunds or exchanges will be the equivalent value of hair products received.

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How long will it take to refund me?

Before contacting us please take note of the timescales required to process a refund:

  • Please allow 3 working days from receipt of a return for us to process a refund. This may take longer during the Christmas Period.
  • Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address where your Order Confirmation email was sent).
  • After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This timescale is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
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When will I receive my replacement?

Before contacting us please take note of the timescales required to process an exchange:

  • Please allow 3 working days from receipt of a return for us process an exchange.

Once the exchange has been processed please allow the following additional days for delivery of your replacement item:

  • UK - Up to 4 Working Days
  • European Union - Up to 8 Working Days
  • Rest of World - Up to 14 Working Days
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Do I have to pay for return postage?

If you are returning an item, or items to us for a refund or an exchange then the cost of returning the item to us is your responsibility unless the items are faulty.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

If the item you received is not what you originally ordered, please contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

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Why have you not refunded the delivery charge?

Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.

Member Discount

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Discount Policy

When the total of your orders reach a certain amount, you will be upgraded to a higher grade membership and you will get a corresponding discount. This discount will apply to your next order until your total orders amount reaches the higher grade. Currently we offer 5% discount when you reach a total order amount of £1000 (inc tax) and 10% discount when you reach a total order amount of £5000 (inc tax). The customer discount is on everything except sales & special items. You can find out your current discount info in the 'Discount Group' section in MY ACCOUNT page

Technical Problem

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My Browser can't display your product content

If the pop-up window appears to freeze it is likely that your Internet Browser is not fully up to date and we suggest running Microsoft's Windows Update to install the latest updates. The General step for updating your Browser(Internet Explorer for example) is below:

  • Launch Internet Explorer on your local machine (from the desktop icon or the Start menu).
  • Once Internet Explorer has started type http://windowsupdate.microsoft.com in the address bar.
  • Internet Explorer will connect to the Windows Update web site. Click on Scan for updates to get started.
  • You will see something like a gauge as Microsoft Windows Update determines what software is needed to update your computer.
  • Once the needed updates are found you will have a chance to review the updates before the software patches are installed. Click on Review and install updates to proceed.
  • Click on Install to install the needed software patches.
  • You will be asked to accept the terms of the License Agreement. Select Accept to continue.
  • Next you will see the window below as the software is downloaded and installed on your computer.
  • You will be asked to reboot your computer after which you are done.
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My email address/password is not recognised

Maybe you registered with more than one email address? It is often the case that people forget which email address they used to register with us. Remember you must use the exact email address and password combination with which you first registered in order to log back in to the site.

Maybe you have forgotten your password? If so we can send you your password to the email address you registered with us. Just fill in the box by 'Password Forgotten? Click here' on the login page. If you still can't receive the new password please Contact Us.

If these are not successful or you have other email address or password related problems please Contact Us quoting your registered email address.

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I'm having trouble with my shopping cart

The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further shopping cart problems.

Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the HAIRTRADE website. Do not use your 'back' button, or any other button on your browser if you can help it.

We use cookies to remember who you are, please make sure that you can accept cookies from us, for an explanation of cookies Click here.

If these problems persist please Contact Us.

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I’m getting lots of pop-up ads when viewing your site

On the Home page a popup window(image) could be present for promotion and news depends on different period. Except this HAIRTRADE does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware.

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Other Technical Problems

Before contacting HAIRTRADE we recommend that you update your PC using the Windows Update tool.

If problems persist please contact us with the following information

  • Your Operating System (e.g. Windows XP, Mac OS 9.0)
  • Internet Browser (Internet Explorer 6, Netscape 7.02)
  • What URL you were trying to access (e.g. http://www.hairtrade.com/)
  • What time the problem occurred
  • Please cut and paste into the email any error message that appeared on the screen



Hairtrade Payment Options