Frequently Asked Questions (FAQs)

We’ve answered some of our most frequently asked questions to help you shop confidently and find the perfect hair for your desired look.

ORDERS & DELIVERY

How long will my order take to arrive?

Please allow 7–12 working days for your order to be processed and delivered.

This timeframe covers the entire fulfilment process, including sourcing your selected hair, receiving and preparing your order, packaging and delivery.

Working days exclude weekends and UK bank holidays. Although we aim to deliver within this timeframe, occasional delays may occur.

How much is delivery?

All UK orders are shipped via Royal Mail Tracked 24 for a flat rate of £8.

Once your order has been dispatched, you will receive an email containing your tracking information.

Do you offer international delivery?

We currently deliver within the United Kingdom only.

Where is my order?

Please allow the full 7–12 working day timeframe for your order to arrive.

You will receive an email with tracking information once your parcel has been dispatched.

If your order has not arrived after 12 working days, please contact us at thdhairltd.enquiries@gmail.com, quoting your order number.

Can I order hair for a specific date?

If you’re purchasing hair for an upcoming appointment, holiday or special occasion, we strongly recommend ordering in advance.

While we aim to fulfil all orders within our stated timeframe, we cannot guarantee delivery on a specific date.

My tracking says delivered, but I haven’t received my parcel. What should I do?

Firstly, please check with members of your household, neighbours and any designated safe places.

If you are still unable to locate your parcel, contact us at thdhairltd.enquiries@gmail.com with your order number.

We will investigate the delivery with Royal Mail and advise you on the next steps.

RETURNS, REFUNDS & CANCELLATIONS

Can I cancel or change my order?

Please carefully review all product selections, including your preferred texture, length, density and wig cap size, before completing your purchase.

Once an order has entered processing, changes may not be possible.

Cancellation rights depend on the nature of the product and applicable consumer law. Products made to a customer’s individual specifications may be exempt from the usual change-of-mind cancellation rights.

Please contact us as soon as possible if you need assistance with an order.

Do you accept returns or exchanges?

We ask customers to review all product information carefully before purchasing.

For hygiene reasons, certain hair products may not be eligible for return once their hygiene seal has been broken, where the applicable legal exemption applies. Bespoke products may also be exempt from change-of-mind returns.

This does not affect your statutory consumer rights, including your rights where goods are faulty, damaged or not as described.

What if my order arrives damaged, faulty or incorrect?

If you experience an issue with your order, please email thdhairltd.enquiries@gmail.com, ideally within 48 hours of delivery.

Please include:

Your order number.
Clear photographs showing the issue.
Photographs of the original packaging.
An unboxing video, if available.

We will review your enquiry and advise you of the appropriate resolution.

Reporting an issue outside the suggested 48-hour period does not remove your statutory rights.

What happens if my parcel is lost during delivery?

If your parcel has not arrived and is suspected to be lost, please contact us with your order details.

We will investigate the matter with Royal Mail and arrange an appropriate resolution in accordance with your consumer rights.

CUSTOMER CARE

How can I contact THD Hair?

For assistance with an order, product recommendations or general enquiries, please contact us via email:

thdhairltd.enquiries@gmail.com

When contacting us about an existing order, please include your order number so we can assist you efficiently.

Thank you for choosing THD Hair . We look forward to being part of your hair journey.