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Covid-19 Operations Update

Monday 29th March 2021

We have ended our extended returns policy as the 'stay at home' message from the Government has been lifted. Our normal returns policy is now in effect. You can find our returns policy here.

Any orders placed from the 8th December 2020 will have until the 9th April 2021 to return any unwanted products for a refund.

Tuesday 5th January 2021

It was announced yesterday evening (Monday 4th January) that England will go into a national lockdown effective immediately until an unspecified time, therefore, we will be implementing further changes within our workplace to follow the ‘stay at home, protect the NHS, save lives’ message, and to protect the health and mental well being of our team.

The health & safety of our team is our top priority and we will not do anything that would put them at risk. We have already made a number of changes to make our premises Covid Secure and will go further due to the current national lockdown.

Since the start of the pandemic we have put new technology systems in place so that we can still safely, and effectively dispatch orders with minimal people, minimising the risk of any potential exposure between members of our team. Due to this, we are still able to dispatch orders on a daily basis with no change to our cut-off times, however, please expect that there may be some delays due to the volume of orders that we receive.

We will also be extending our returns period for any orders placed on and from the 8th December 2020 until after restrictions are lifted. We will make further announcements regarding this in the near future.

We would like to thank all customers for their continued support and advise that you should not hesitate to get in touch if you require any help or guidance during this period of lockdown.

We understand that this can be a difficult time for all, here are some numbers you can call if you need help:

Samaritans - 116 123 
CALM - 0800 58 58 58 
ChildLine - 0800 1111 
Anxiety UK - 03444 775 774 
Mind - 0300 123 3393

Monday 4th January 2021

We are operating as normal.

Tuesday 1st December

We are operating as normal.

Monday 2nd November

Important Update

Over the weekend it was announced that England will go into a national lockdown until the 2nd of December, therefore, we will be implementing a number of changes within our workplace to accommodate our staff and their well being throughout this time. We will follow all guidelines set by the UK Government and any legislation that is passed.

The health & safety of our team is our number one priority and we will not do anything that would put them at risk. We have already made a number of changes this year to make our premises Covid Secure, these include but are not limited to; social distancing, an increase in handwashing and the use of hand sanitizer, reduction in the warehouse team, and the use of split shifts, and those working from home who can.

Due to the measures that we have put in place, we will still be dispatching orders every day (excluding weekends), however, we will be using a reduced number of staff so please expect that there may be some delays during this time with your order.

As this lockdown does not currently apply to those outside of England, and as we ship Internationally, our full product range will still be available to purchase.

We would like to thank all customers for their continued support this year and advise that you should not hesitate to get in touch if you require any help or guidance during this period of lockdown.

Returns

We will be extending our returns policy throughout the lockdown period to give you 7 days once the lockdown has been lifted to return any unwanted goods. This will apply to any order placed after today (2nd November).

We are still accepting returns throughout the lockdown period, but only advise this if it is safe to do so and in line with Government guidance.


Thursday 1st October

We are operating as normal.


Tuesday 1st September

We are operating as normal.


Monday 3rd August

We are operating as normal.


Wednesday 1st July

We are operating as normal.


Friday 29th May

Important Update

Over the course of the last few weeks, we have made provisions to safely dispatch orders placed on our website. We have put safety measures in place to ensure social distancing is adhered to and so we can prepare shipments of orders placed via the website this involves a very limited number of staff on site at any one time. Please note, as a company we are still not fully operational, however, these measures will allow us to ship orders 3 times a week from Monday 1st June 2020.

This ensures that stylists can plan and order in preparation to returning to work during July. or when the government advises. 

PLEASE NOTE: Returns can now be processed as normal. Please see the returns details along with return address. Refunds will be processed within 7 days of receipt. 
 

Thursday 30th April

Important Update

Over the course of the last few weeks, we have made provisions to safely dispatch orders placed on our website. We have put safety measures in place to ensure social distancing is adhered to and so we can prepare shipments of backlogged orders, this includes a very limited number of staff on site at any one time. Please note, as a company we are still closed and are not fully operational, however, these measures will allow us to ship orders once a week. From this week onwards all orders placed before midnight on a Sunday will be dispatched the following week, using your chosen delivery method. 
 
The nature of some removal and aftercare products are essential during times where visiting a salon or your stylist is not possible, especially for those that are  currently due a maintenance appointment. If this is the case, it is always best that you consult your hair extension professional for advice.
 
If you have placed an order, please check your account page and emails for dispatch updates and expect a delay not only with us, but also from delivery services who are also experiencing staff shortages and delivery delays.
 
We also strongly advise that if you are a hair extension professional, you should not be providing a service to your clients until told to do so by the Government, as this helps to ensure that COVID-19 is kept under control.
 
We still aren’t accepting returns - please keep hold of them.
 
Thank you for your patience and understanding and we hope to provide more positive updates to you all soon.


 
Monday 23rd March

Following advice from the UK Government, we have taken the decision to cease operations with immediate effect from Tuesday 24th March. This is not a decision that we have taken lightly, but one made with the well-being and safety of our staff at the center of our decision as well as our customers.
 
We will be dispatching any orders placed before 10 am on Tuesday 24th March, however, any orders placed after this time will not be dispatched until we resume work at an unspecified time in the future. This will be when we are instructed to return to work by the UK Government. Currently, this is estimated to be in 3 weeks' time, but we believe this will be extended.
 
You may still order from our website during our time of closure, but all orders will not be dispatched until we reopen for business. It is important to note that our phone lines, emails and social media will not be monitored during this time so we will not be able to assist you with your order if you choose to proceed.
 
In light of our temporary closure, we will be implementing the following -

  • Extending our returns period to include an additional 14 days to return goods once we reopen for business in the future.
  • Postponing our planned price increase and will make further announcements in the future as to when this will occur.

We want to take this opportunity to thank you, our customers, for your continued support during these times. 
 
We also want to thank our staff for their commitment to us, especially, over the most recent weeks, we are ensuring that their needs are being taken care of during this difficult downtime. 
 
When the time is right we look forward to seeing you both in-store and online.
 
 
 

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