Refunds, Exchanges and Cancellations Policy

Due to the hygienic nature of all hair products all sales of Frankie Essex Hair products are to be exchanged or refunded and will only be only exchanged or refunded for unopened original packaged products. Hair that has been opened and exposed to handling and worn and is visibly damaged due to handling will not be accepted for exchange or a refund.

Any request for a product exchange must be made within 10 working days.

Shipment charges will be incurred by the customer for any product exchange requested by the customer in the UK and Worldwide.

We will incur postage charges for UK customers if exchanging for a new product.

If hair extensions appear faulty due, the fault must be reported to us within 1 month of the purchase date due to human hair being a consumable item during wear and returned to us. We will not look at any hair hair extensions that have been coloured or tinted or chemically damaged. All hair must come back to us as the original product colour. We must receive the hair within 7days of the complaint to be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management.

Exchanges

Exchanges are accepted. Exchanges will only be made for unopened original packaging on all our hair products.

We aim to exchange your product if it is unsuitable with in 24hours of it coming into our warehouse and shipped out via Royal Mail which can take 3-5 days for delivery.

Please allow extra time over bank holidays for exchanges (i.e. Christmas,Bank Holidays,New Year,)

Please fill out your returns form and return your product to us and unsure the product is unworn and unopened in order to receive a exchange.

All goods will be inspected on return and sent out free of charge in the UK. Any customers returned products out of the UK will incur shipping charges.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way.

We recommend you obtain proof of postage when returning a product.

Please allow 5days before contacting us if you are chasing a exchange

If you require a colour match for your exchange, please provide us with a hair sample so we can colour match you perfectly

Refunds

Returns are only expected if the product is unopened and in its original packaging.

All goods will be inspected on return.

The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way.

We recommend you obtain proof of postage.

If you are chasing a retuned item make sure you allow 7days of the date the product was received in our warehouse before you contact us. Make sure you let us know your original order number, which items you have returned and any delivery reference numbers (i.e. from a collection service or courier)

Please allow extra time over bank holidays for exchanges (i.e. Christmas,Bank Holidays,New Year,)

In the unlikely event that your product has not been refunded in this time frame please email our customer service team info@frankieessexhair.co.uk

Care and Maintenance

Synthetic products can not be heated, coloured or washed.

United Kingdom's Distance Selling Regulations 2000

The United Kingdom's Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the seventh working day following the day after the day on which you received the products. You do not need to give us any reason for cancellation. If you wish to cancel your order please either write to us at Unit D9, Stanley Green Business Park, Commercial Avenue, Handforth, SK8 6QH, United Kingdom, or send an email to info@frankieessexhair.co.uk with details of your cancellation. If you have already received the products they must be returned in an un-opened condition, you must carefully repackage the item(s) in the delivery packaging and return them to us at the returns address shown below. Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will credit the price of the cancelled products once we have received and checked the items are in an un-opened and re-saleable condition. We will not refund any postage costs incurred.

Postal Address

Unit D9, Stanley Green Business Park, Commercial Avenue, Handforth, SK8 6QH, United Kingdom.