FAQs Content ( General )
I'm worried I have been targeted by online fraudsters.
It has come to our attention that a number of our customers have received emails from addresses impersonating ourselves, and sometimes requesting money. Please be aware that we will never contact you in this way, and all communications will come directly via telephone from our Customer Support team, or our official email address, help@additionallengths.com. If you are concerned about any communications you have received from anyone claiming to be acting on the behalf of Additional Lengths, please use the contact form on our website to report them. We value the safety and security of all our customers and want to ensure you are protected online at all times. Please help us by being vigilant against these online impersonators.
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.
Cancel your order (right of withdrawal)
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you (or a third party indicated by you) acquire physical possession of the goods — or, for an order of multiple goods delivered separately, the last good.
To exercise this right you must inform us of your decision by a clear statement. You can use the form below, though you are not obliged to. To meet the deadline, it is enough to send your communication before the withdrawal period has expired.
Withdrawal requests are addressed to:
Unit 2 Easter Park,
Teesside Industrial Estate,
Stockton on Tees,
TS17 9NT,
United Kingdom.
+44 330 175 5351
help@additionallengths.co.uk
Your withdrawal has been received. We have emailed you a confirmation and will refund you within 14 days.
Effects of withdrawal: We will reimburse all payments received from you, including the costs of standard delivery, within 14 days of being informed of your decision, using the same means of payment you used for the order. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back. You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.
Returning your goods: You must send the goods back without undue delay and in any event within 14 days of telling us you wish to withdraw. Send them to [return address]. You will bear the direct cost of returning the goods. [Add any return instructions or prepaid-label details here.]
Exceptions: The right of withdrawal does not apply to certain goods, including made-to-order or personalised items, perishable goods, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed. [Edit this list to match the products you sell, or remove it if it does not apply.]
