SimplyHair FAQ

General FAQs

Do you offer sample packs?

We would be more than happy to send you a sample pack. Please follow the link below and we will ship your sample pack as soon as possible – https://www.simplyhair.co.uk/sample-pack-request/

Do you offer a trade discount?

We are pleased to confirm that we are able to offer a trade discount to professionals which will enable you to assess more competitive pricing. Our trade account will entitle you to receive up to 20% off every order placed with us.

To sign up for our trade account, please click on the link below and complete the details required – http://www.simplyhair.co.uk/trade-discount/

I can’t find the product/colour/length I’m looking to buy

Not all lengths and colours are available in all of our hair extension ranges, if the colour or length is not showing on the product page, this generally means that the item is not available in this particular colour or length. If a particular item is missing from our website, the item may be discontinued or out of stock. 

Please contact either our Sales Team, Live Chat Team or Customer Service Team in order for us to look into this for you.

What is the width and length of your foils?

The width of our foil is 12.7cm. 

The length of the roll is 100m.

How many packs of hair do I need?

For our Nano Tip, Stick Tip, and Nail Tip hair extensions we would recommend 8 packs for a full head and 4 packs for half a head. Each pack includes 20 strands.

For our Tape hair extensions, we would recommend 5-6 packs for a full head and 3 packs for half a head. Each pack includes 10 strands to create 5 sandwiches.

For our Weft hair extensions, we would recommend 1 weft for a full head.

We have some articles on our website that go into further detail about this that we think you may find useful – 

https://www.simplyhair.co.uk/blog/many-packs-hair-will-need-full-head/

https://www.simplyhair.co.uk/blog/what-length-hair-extensions-should-i-choose/

Do you sell curly/wavy hair extensions?

We do not currently sell wavy hair extensions, however, our hair does dry with a natural kink due to the nature of human hair.

We have an article on our website that goes into further detail about this that we think you may find useful – 

https://www.simplyhair.co.uk/blog/curly-hair-extensions-always-best-option-wavy-hair-clients/

Can you perm your hair extensions?

You can perm hair extensions, however, as hair extensions are already processed, with any additional processing (especially blonder hair) you cannot guarantee what the outcome and quality would be with the end result. We would strongly recommend performing a strand test before you go ahead with processing the entire set.

How long do your hair extensions last?

All of our hair is double drawn and 100% human Indian Remy. Our hair will last 3-5 months, however with the right aftercare, many of our customers have seen their hair last up to 12 months.

We have some articles on our website that go into further detail about this that we think you may find useful – 

https://www.simplyhair.co.uk/blog/long-hair-extensions-last/

https://www.simplyhair.co.uk/blog/lockdown-haircare-how-to-make-your-hair-extensions-last-longer/

https://www.simplyhair.co.uk/blog/top-tips-for-keeping-your-hair-extensions-in-perfect-condition/

Can I use heated hair tools on my hair extensions?

Yes, you can use heated styling tools, however we would not recommend tools exceeding 180 degrees as this can compromise the condition of any hair.

We have some articles on our website that go into further detail about this that we think you may find useful – 

https://www.simplyhair.co.uk/blog/can-use-heated-styling-tools/

https://www.simplyhair.co.uk/blog/can-high-heat-hair-straighteners-affect-colour-hair-extensions/

What aftercare should I use on my extensions?

We only recommend using the SimplyHair aftercare range in order to maintain the condition of your extensions. As a basic guide we advise to use the following products from our range –

SimplyHair Hair Extension Shampoo – https://www.simplyhair.co.uk/shop/hair-extension-shampoo/

SimplyHair Hair Extension Conditioner – https://www.simplyhair.co.uk/shop/hair-extension-conditioner/

SimplyHair Hair Extension Repair Mask – https://www.simplyhair.co.uk/shop/hair-extension-repair-mask/

SimplyHair Heat Protection Spray – https://www.simplyhair.co.uk/shop/heat-protection-spray/

SimplyHair Leave In Conditioner – https://www.simplyhair.co.uk/shop/leave-in-conditioner/

SimplyHair Argan Oil – https://www.simplyhair.co.uk/shop/argan-oil/

Can I use purple shampoo on my hair extensions?

Many of our customers find purple shampoo to be a great product to use when toning blonde and silver hair. We stock a sulfate and paraben free purple shampoo which is suitable for hair extensions, in order to keep hair beautiful and brass-free in-between salon visits.

 Please see the link below –

 https://www.simplyhair.co.uk/shop/purple-shampoo/

Our Purple Conditioner is a purple conditioning formula, which is also perfect for removing unwanted brassy tones and compliments the use of our Purple Shampoo –

https://www.simplyhair.co.uk/shop/purple-conditioner/

Can I dye/tone my hair extensions?

As all of our hair extensions are 100% human hair, for the most part, additional processing in terms of colouring has been successfully achieved by many of our clients without issue.

However, we do have to make you aware that should you decide to go ahead, as we are not performing the processing ourselves, we will not be able to guarantee the quality after this has occurred, and this would be at your own risk. We would advise performing this on a test strand first to ensure you are able to achieve the finished look you desire, before going ahead and processing the entire set.

We have some articles on our website that go into further detail about this that we think you may find useful – 

https://www.simplyhair.co.uk/blog/how-to-tone-blonde-hair-extensions/

https://www.simplyhair.co.uk/blog/can-i-dye-my-hair-extensions/

https://www.simplyhair.co.uk/blog/i-dye-my-hair-regularly-will-i-still-be-able-to-colour-my-hair-with-hair-extensions-fitted/

What grade is your hair?

In regards to grading, each supplier uses a different grading system to another and therefore this is a difficult way to judge hair, however comparatively speaking, our hair would be 5A. This applies to all of our ranges.

Order FAQs

How can I track my order?

Once your order has been dispatched you will receive a confirmation of dispatch email that will include your tracking information.

Can I amend or add to my order?

Unfortunately, due to the systems adopted in our warehouse, we are unable to amend or add to an order. Please refer to the information regarding cancelling an order, if you wish to cancel an order and then place a new one.

Can I cancel my order?

If you would like to cancel your order, please contact our Live Chat team within 10 minutes of placing your order by filling out the relevant information in our ‘Cancel Order’ section. Our Live Chat widget can be found on the bottom right hand side of your screen.

For any order cancellation requests whilst we are out of business hours, we will aim to process these within the first 10 minutes of the following working day. 

You will receive a confirmation once your order has been cancelled.

Can I place an order over the phone?

Our Sales Team will be more than happy to process an order for you over the phone. Please call our sales line on 0208 191 8555 between 9am – 4pm and our team will be happy to assist you. You will need the email address linked to your account and the bank details you wish to place your order with in order for our team to process a phone order for you.

Can I change the shipping address on my order?

If you wish to change your shipping address, all shipping address change requests must be requested in writing to our Customer Service Team via [email protected] We recommend requesting this change as soon as possible after placing your order so that we are able to service your request. 

If your request is made out of business hours, your request will be processed the following day, and you will receive confirmation once your shipping address has been changed.

You will need to include your order number, the current shipping address postcode and the full shipping address that you wish to have your parcel shipped to in your email, so that we can service your request as quickly as possible.

Can I change the delivery method on my order?

Once an order has been placed, we are unable to change or upgrade the shipping method. If you wish to cancel your order and place a new order with a different shipping method, please refer to the information regarding cancelling an order.

My order has failed but the funds have still been taken

If an order fails for reasons such as the billing address postcode failing validation, meaning the billing address entered is incorrect as to where the card is registered to, no funds will be taken, however, this means the funds may currently be pending, which means they are reserved ready for the transaction. However, the funds should return into your account within 1-2 working days.

For more information on this please see the following link – 

https://www.sagepay.co.uk/support/32/order-failed-funds-still-taken 

This link goes into further detail about failed orders and authorisation codes.

Delivery FAQs

What delivery methods do you have available and how much are they?

Please see our delivery methods and prices below –

2-4 Working Days – £4.99

Next Working Day – £7.96

Saturday Delivery – £13.99

Free Next Working Day delivery applies to any orders over £199

What is the cut off time?

In order to service our customers as effectively as possible, we have one of the latest cut off times in the industry, with all orders placed before 3pm dispatched the same day (week days only). The term “working day” refers to Monday-Friday, and doesn’t include Saturday, Sunday or any Bank Holidays.

For any orders placed over the weekend, our opening times are Monday to Friday 9am – 5pm, therefore if your order was placed at the weekend it would mean that it is not processed until the following working day (https://www.simplyhair.co.uk/delivery-information/).

I have received customs charges

If you are placing an order with us to a delivery address outside of the UK, you may be subject to VAT and customs duties. We have a section on our website which provides more information about customs charges –

https://www.simplyhair.co.uk/delivery-information/#1592303403284-f4a96f27-0a6a

​This will vary depending on the items ordered, where you’re located, and the value of your order. ​Please see the following link in regards to how VAT and customs are calculated –

https://www.gov.uk/goods-sent-from-abroad/tax-and-duty 

You will be contacted by the courier company explaining how to pay any VAT, duty, or fees for dealing with customs. ​These details may be subject to change due to Brexit, and therefore if you have specific questions relating to your delivery destination, please follow the link to speak to the HMRC advisor.

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/customs-international-trade-and-excise-enquiries

SimplyHair is not responsible for any customs or import costs.

I had to reschedule my client/appointment due to late delivery

Whilst we appreciate, hair extensions are often fitted for a special occasion and/or event, SimplyHair cannot be held liable for any decisions made in relation to such occasions.  We strongly suggest that you allow enough time between the purchase of your hair extensions and the fitting date to allow for any unforeseen circumstances, such as delays in transit. If the item you have received is not as expected, or you wish to make a return, allowing enough time between the purchase of your hair extensions and the event in question will allow a reasonable amount of time in order for us to resolve this for you.

Return FAQs

Can I exchange an item?

Unfortunately, we do not currently offer exchanges. You are more than welcome to send your order back as a return, once we receive your return, this will be passed to our returns team to process your refund. 

Please follow the link below to complete a returns form –

https://www.simplyhair.co.uk/returns/

Any products being returned must arrive back with SimplyHair in a resalable condition, still secured within the tamper-proof bands. Please be sure you include your order number within your parcel, we would recommend for your own protection that you use a traceable service.

If you require the correct products, we would recommend placing a new order.

How do I return an item?

Please follow the link below to complete a return form –

https://www.simplyhair.co.uk/returns/

Any products being returned must arrive back with SimplyHair in a resalable condition, still secured within the tamper-proof bands. Please be sure you include your order number within your parcel, we would recommend for your own protection that you use a traceable service.

How long does a return take to process?

Refunds can take up to 5 working days from the day we receive your return in our warehouse. Once processed, the funds should appear back in your account within 24 – 48 hours, if your order was placed with PayPal this can take up to 7 days.

Colour FAQs

Do you stock ombre?

We do not currently stock an ombre hair extension range as this is such a tailored colour and starting and finishing points can vary from client to client. However, we do offer root stretch hair extensions which can create a similar effect to balayage. Most of our customers also find blending multiple colours together is the best way to achieve a more natural result.

The colour I want to buy is out of stock

On the rare occasion that an item you require is out of stock, please don’t hesitate to ask any of our teams for advice on alternative solutions, or for advice on when this colour will be back in stock.

Can I have a colour match?

Any of our dedicated online teams will be more than happy to help you with a colour match. The quickest way to receive a colour match is via our ‘Colour Match’ chat on Live Chat. Alternatively, please get in touch with our Customer Service Team via [email protected] and include 2 or 3 images of your hair from different angles, from root to tip, ensuring that your images are taken in natural light, with no filters, so that our team can gather the best possible idea of your hair colour. 

Alternatively, please follow the link to see our online colour chart –

https://www.simplyhair.co.uk/colour-chart/

Can I have a free colour ring?

Unfortunately, we are unable to send out a complimentary colour ring. Our colour rings are created at the lowest cost possible to ensure business accessibility is as cost effective as possible, therefore we are unable to supply these free of charge, however, we are happy to help in any way that we can.

What is the length of the root stretch on your root hair extensions?

Our Root Stretch hair extensions have 2 inches of root colour.

This colour is different from last time

As all of our hair is 100% human and hand made, slight unnoticeable colour differences may occur from batch to batch. However, all of our hair goes through strict testing to ensure these colours do not deviate far from our colour ring. All of our hair goes through a strict testing process, ensuring colour and condition are kept to a high standard. However, we would always recommend checking the hair extensions prior to being fitted, to ensure you are happy with both the colour and the quality of our products as we are happy to refund any unused goods returned to us.

Please see our terms and conditions which details the colour matching process in regards to returns –

https://www.simplyhair.co.uk/terms-conditions

The extensions I’ve bought do not match the colour on the colour ring

Colour rings are designed to be used as a guide, all hair is processed individually so inevitably there will be small variations between batches.  Having said this, however, all of our hair is colour matched before leaving our warehouse by hand, and it is rare that a significant colour discrepancy would occur.

In order for us to assist with this, please return the colours in question by completing the following returns form –

https://www.simplyhair.co.uk/returns/returns-form/

Once the hair arrives back with us we will be able to investigate this for you accordingly.  Should a significant colour discrepancy be found that is outside of what would be considered normal, your postage costs for the return will be refunded for you alongside a full refund for the hair in question that has been returned.  We aim to have hair that is returned to us processed the same day, and will do all that we can to ensure this is done as quickly as possible for you.

In the event that you have noticed a discrepancy in colour after the hair extensions have been fitted, unfortunately, we are unable to accept the hair back for a return.  Please see our terms and conditions which details the colour matching process in regards to returns – https://www.simplyhair.co.uk/terms-conditions/

Sourcing FAQs

Where does your hair come from?

Our hair is of Indian origin, and we work closely with a factory who source hair directly from the women themselves. This is to ensure that the women are paid fairly, and that their donations are of their own choosing. It is for this reason that we do not list our hair as “temple” hair, and is also the reason we steer away from the traditional grading system that exists in the industry. With the hair market so highly saturated with sellers, it was important to us that rather than aligning with the status quo of the industry in terms of “temple hair” and “AAA grade hair” having the widest representation in the marketplace, we wanted to look inwards at the practice of the factory we work with directly, in order to understand how they source and process hair, whilst maintaining standards throughout their own supply chain, right through to their workers. We source directly from women who voluntarily donate their hair, and are paid for their donation.

We have an entire page dedicated to different aspects of the hair sourcing process which you may find helpful, and we have listed this below for you –

https://www.simplyhair.co.uk/blog/ethically-sourced-hair-extensions/

https://www.simplyhair.co.uk/blog/what-hair-listed-grades-mean/