Help Center

Help Center menu
Orders & Shipping
Help! My orders are missing from my order history?
Don't worry, we recently changed our internal systems and website which means that your order history will not be visible to you. If you need to ask a question about a previous order you've made with us, please get in touch with our Customer Support Team.
How do I use a promotional code?
You can use a promotional code at the checkout by typing it into the ‘Discount Code’ box which will apply the promotional code to your order. If you use an instant payment method such as Apply Pay, this may bypass the checkout altogether and you will be unable to use a promotional code. We are not able to apply a promotional code to your order once it has been submitted.
Can I use more than one promotional code at the same time?
Sadly, you can only use one promotional code at the checkout on your order.
Do you offer gift cards?
Yes we do! We offer gift cards in a variety of amounts that can be used to purchase any product from our website.
Do I need to have an account to place an order?
You don't need an account to buy online at Additional Lengths, but if you register with us you will receive newsletters with regular offers and promotional codes.
What If I can't log in to my account?
If you can't log into your account, please check all of your details are correct. If you still can't log in then please contact our customer support team.
What if I have forgotten my username or password?
Please click "forgotten password" if you have forgotten your password and you'll be sent a password reset email.
I'm not sure what product(s) I need; can I talk to you about the different options available?
If you have any questions regarding what product(s) you need, please contact our customer support team and we'll make sure you get the advice you require.
How do I find out when products are back in stock?
We receive stock on a regular basis. You can request back in stock notifications direct from the page of the product you are looking to purchase. You will receive an email once this product is back in stock. You can also contact our Customer Support Team for a more specific date.
How accurate are the colours shown for each product?
We have made every effort to make the colours on screen as accurate as possible. Unfortunately, we cannot guarantee an exact colour match of the on screen colour to the colours of the actual products as this may vary depending on your screen settings and resolution.

If you're unsure, you can always contact our customer support team who will be happy to help you.
I can't find the product I'm looking for online?
If you are struggling to find a product you can use our search facility or get in touch with our customer support team who will assist you in finding the product or a suitable alternative.
Do you have a store that I can visit before I buy?
We do! You can visit our store in Stockton on Tees to get specialist advice from our team, assistance with colour matching, or to get hands on with our products.
What types of products do you sell?
We stock a wide range of products including human hair extensions, accessories, styling tools and haircare products.
What lengths of Hair Extensions do you offer?
We stock a variety of lengths ranging from 10" all the way up to 30" depending on the range that you wish to purchase from. Not every product is available in every length, please check the product page for more information.
Can you help me find a colour match?
Yes we can! If you are unable to find a suitable colour match online, you can contact our customer support team who will assist in helping you find the correct colour for your hair.
Can I wear different hair extension ranges/brands at once?
No, we never recommend you wear different hair origins, ranges and brands at once in your hair because of the different qualities and specifications. To find out more information about this and why we do not recommend, head to our journal post answering this question here.
Help! My orders are missing from my order history?
Don't worry, we recently changed our internal systems and website which means that your order history will not be visible to you. If you need to ask a question about a previous order you've made with us, please get in touch with our Customer Support Team.
How do I place an order through
Navigate to the product(s) that you wish to purchase and select add to basket. Once you're ready to complete your purchase, click the basket symbol at the top right of the page and proceed to the checkout, following the on-screen instructions.
How can I change my order
Unfortunately, we can’t change or add to your order once it has been placed. Our systems are fully integrated and orders are actioned immediately. If you need to change or add to your order then you will need to place a new order.
How do I cancel my order?
If you wish to cancel an order please do so immediately via telephone. Your order will be cancelled and your payment refunded. If your order has already been shipped we are unable to cancel your order.
When will you dispatch my order?
All orders placed before 4pm are typically dispatched the same day. Orders placed after this time or on a Saturday, Sunday, or bank holiday will be dispatched the next working day.

You will receive an email to confirm when your order is dispatched
How do I change my delivery address?
We are unable to change your delivery address once your order has been placed. Please contact us if you wish to cancel your order
How long will it take to receive my order?
Delivery normally takes 1 - 2 days to most UK addresses although delivery may take longer to remote areas, islands and during exceptionally busy periods (e.g. Christmas).

Delivery to Europe and the rest of the world will take longer, please contact us for more details if your order is time sensitive.

For more information please see our Delivery and Returns page.
Can I track my order?
Yes, your order can be tracked through your online account or by using the information in your confirmation email.
What if I am not going to be home when the delivery is made?
A signature is required for all deliveries. If nobody is available when your parcel is delivered and you haven't requested the parcel be left in a safe place, the delivery driver may leave a calling card with instructions on how to rearrange delivery or how to collect your parcel. It may also be left with a neighbour or left without a signature.
I've received the wrong product. What should I do?
You can report any order errors by contacting our customer support team.
My product has arrived damaged. What should I do?
Please contact us as soon as possible to report any problems / damage. Our customer support team can advise on how this can be resolved.
How do I return my product?
You can return a product to our warehouse along with our returns form within 28 days from the day you received your order. We will refund the price you paid for the product to the original payment method.

Our returns address is: Additional Lengths, Unit 2 Easter Park, Teesside Industrial Estate, Stockton on Tees, TS17 9NT, UK.

Please check out our Delivery & Returns page for more information.
How long do I have to return a product?
You have 28 days from the day you received your order to return it to us for a refund.

Please check out our Delivery & Returns page for more information.
How long do refunds take to process?
We aim to process refunds within 14 days of receiving your return, but funds can take up to 10 working days to appear or clear in your bank account due to your banking providers internal processes.
Can I exchange a product for another?
Sorry, we do not currently offer exchanges.
Do you pay for my returns?
You are responsible for all return shipping costs and we recommend using a tracked and insured method to return your products for your own peace of mind. Your courier of choice may offer recommendations based on the value of your return. For International orders you should indicate RETURN, NO DUTIES or your package may be returned to you.
What types of payment do you accept?
For your convenience, we accept:

Visa, Mastercard, Maestro, American Express, Discover, Diners Club, Apple Pay, Shop Pay, Google Pay, and Klarna.
When will I be charged for my order?
Once you have placed your order your chosen payment method will be charged immediately upon completion.
Do your prices include VAT?
Yes, all of our prices include UK VAT.
Are there any additional costs I need to be aware of?
No, the price shown in your basket is the price you pay if you are in the UK. If you are an international customer, there may be tax or import duties.
Why is my payment failing?
Our payment gateways are automated and carry out a number of security checks. If your payment is failing, it is likely that the information you have given us is incorrect, such as your card's registered billing address. If you feel this is in error please contact us.
How do I care for my Hair Extensions?
Depending on the range that you've purchased, we would recommend using the products that the manufacture advise to use. We have a handy guide that you can follow to get the most from your hair extensions.

View our Aftercare Guide for more information.
Can I use heat on Hair Extensions?
Human hair extensions can be heated and styled, however this can reduce the lifespan of the hair extensions, and we don’t recommend heat over 180 degrees celsius. Please use the recommended hair care products to protect your hair and hair extensions from heat damage.
Can I colour Hair Extensions?
Considering that human hair extensions have already been through a chemical process, it is at your own risk if you decide to dye them as it may affect the hair condition. For this reason, it’s a good idea to dye your own hair before getting hair extensions installed, and having the hair colour matched to your desired colour. Colouring or toning hair extensions may cause damage.
Is discolouration and colour fading normal?
It can be entirely normal for hair to discolour or fade, especially, if it is exposed to hard water, chlorinated water, certain ingredients or other environmental factors.

For avid swimmers and summer holiday pool dips, there are products such as Malibu C Hard Water or Malibu C Swimmers which can rectify the problem if discoloration should occur.

We do not guarantee that these products will work every time, so it’s best to prepare the extension hair by coating it in a watered down conditioner, avoiding the bonded areas and tying the hair up securely to avoid chlorine contamination and tangling. We advise washing thoroughly afterwards and applying a generous amount of conditioner to the mid-lengths and ends. We don’t recommend wearing hair extensions abroad or on holiday.

Get in touch.

If you're still stuck, please get in touch with us using the details below.