IMPORTANT NOTICE: We are open and dispatching orders as normal. Please expect delays with our delivery partners - Updated 2nd Sept
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Covid-19 Operations Update

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.



FAQ

We have some answers to our frequently asked questions whilst closed:

 

1. I HAVE PLACED AN ORDER. WHEN WILL IT ARRIVE?

A: If you placed an order BEFORE 10:00 am on the 24th March this will have been dispatched and you should have received this by now. You should have received an email with the tracking information, alternatively, you may log in to your online account, navigate to your previous orders and track your order from there. If our delivery partners have been unable to deliver, this will then be kept by them for a short period of time before being returned to us. 

If you have placed an order AFTER the 24th March, then this will only be dispatched when it is safe to return to work, in line with the UK Government's guidelines.  When you placed your order, the delivery options will have given you the best estimates for delivery from Royal Mail and as an example, Royal Mail Next Day is estimated for mid-May currently.   This will continue to roll, as we await the UK Government’s advice for when we can actually re-open. Your order confirmation will also include this expected date. 

Don’t worry, your order will allocate the stock to you so you won’t miss out. Keep tuned on social to find out as soon as we can get back to normal. 

If you have changed your mind, and now want to cancel the order, that is not a problem please just email admin@additionallengths.co.uk with your order number and that will be processed and your payment refunded. This may take up to 7 working days to fully process. 

2. CAN I STILL RETURN A PRODUCT?

A: In line with the current situation, we have extended our returns policy to include an additional 14 days to return goods once we have reopened for business.

We recommend that you hold onto the goods and please do not attempt to return them at this point as this is not a sufficient reason to leave your home and fall foul of the social distancing guidelines from the UK Government.  Only send back once we have reopened the business to accept the delivery.   

 
3. I NEED TO GET IN TOUCH. HOW AM I BEST TO CONTACT YOU?

A: With the offices closed temporarily, please email admin@additionallengths.co.uk.  This email is being monitored by the team working from home, and they aim to get back to you as soon as possible within normal working hours.  

Our social media channels are also open and would love to see examples of your home hair creations, just remember to tag us in.  Comments and DMs are also open for general questions and help, as well as a little chit chat to share the love of all things hair. 

4. HAS THE PRICE RISE STILL GONE AHEAD?

A: Our new pricing will come into effect from 1st August 2020.  
 
We are pleased we were able to hold off the price rise during the lockdown for as long as possible and we are happy to help and support our salons and stylists returning to their salons during July, by extending the rise for a further month. However, with the loss of sales during the lockdown and the fact that we have paid for the products at a higher price since December, we really do need to introduce the new pricing. 
 
Many salons are being organised and are pre-ordering ahead of their re-opening next month. This also means that the timing of the price rise comes in line with last year's date.  

#RCSTYLISTS with Trade Accounts can login into their Trade Accounts and Download the new price list from there, to enable them to work on their new price lists. 

5. CAN I STILL PLACE ORDERS ONLINE?

A: Absolutely. Just be aware that your order will not be processed or dispatched until it is safe to return to work in line with the UK Government's guidelines. 

Don’t worry, your order will allocate the stock to you, so you won’t miss out.    Keep tuned on social to find out as soon as we can get back to normal. 

If you have changed your mind, and now want to cancel the order, that is not a problem please just email admin@additionallengths.co.uk with your order number and that will be processed and your payment refunded.  This may take up to 7 working days to fully process. 
 
6. YOU ARE OUT OF STOCK. WHEN IS THE NEXT DELIVERY?   

A: Unfortunately, we do not have a timeframe for any products that are showing as out of stock.  However, we aim to have these back in stock as soon as possible when we reopen.

We recommend using the ‘EMAIL ME WHEN BACK IN STOCK’ function on the product page and you will get a notification the moment it becomes available to then place your order as normal.      
 
 
 

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