Please see below for information regarding current shipping options and dispatch times. Should you require any further information, please contact our customer services either through Facebook Messenger on our Facebook page: www.fb.com/msg/prestigehairextensionshq or via email [email protected]
Customer service operates Monday to Friday 9.30 to 2.30 (excluding Bank Holidays and Weekends).
Available shipping options at checkout will vary depending on the value of an order, country & postcode. Please ensure that you enter a valid mobile number during checkout, this will allow you to receive text updates from some couriers regarding your shipment.
DPD CUT OFF TIMES – NEXT DAY DELIVERY in the UK:
Items to be shipped with DPD must be paid for by 2pm (Monday to Friday) for same day dispatch.
DPD operates a number of next day services, whilst over 99% of items will be delivered on time these services are not guaranteed, this means that customers are not able to claim a refund of postage costs from either DPD or UK Remy Hair Extensions Ltd if an item is delivered late.
Items dispatched with DPD will not be delivered on a Saturday unless customers specifically select the more expensive Saturday delivery option.
NO ITEMS ARE DISPATCHED ON A SATURDAY OR SUNDAY. We are currently considering the possibly of Sunday dispatches and will update our customers if we determine this is viable.
ROYAL MAIL CUT OFF TIMES – NEXT DAY DELIVERY:
Items dispatched with Royal Mail must be paid for by 2pm (Monday to Friday) for same day dispatch.
‘Next Day Guaranteed’ delivery options offered by Royal Mail do not include Saturday Delivery unless the Saturday Guaranteed option is specifically selected. Saturday Guaranteed options are available on Fridays util cut-off at 2pm. NO ROYAL MAIL ITEMS ARE DISPATCHED ON SATURDAY OR SUNDAY.
OTHER SHIPPING INFORMATION
ALL ORDERS ARE DISPATCHED BY COURIER ONLY, PLEASE DO NOT REQUEST LOCAL COLLECTION OF ITEMS AS THIS IS NOT AVAILABLE.
When placing an order, please always ensure that you provide valid contact information. Your order may be delayed or cancelled if you are a new customer and we are unable to verify your identity.
We are able to ship to virtually any address in the world however, owing to restrictions, some products are not eligible for shipping internationally. If you are an international customer and cannot find a valid shipping option for your country/location, please contact customer services to discuss the possibility of making a suitable shipping option available.
Shipping rates for all items vary in cost dependent upon your country, postcode, item weight and item value. We have two couriers available to most parts of the UK. Northern Ireland and Scottish Highlands and Islands may only see Royal Mail available at checkout.
TRACKING YOUR ITEMS / PROBLEMS WITH DELIVERY
Items can be tracked directly with the courier using tracking information provided following checkout, it is important to ensure you provide a valid mobile number during the checkout process as some couriers will use this to update you with tracking information.
It is always quicker to track delivery items directly with your chosen courier. If you experience any issues with delivery or the tracking of an item, customer services are available to assist you 0930am – 0230pm (Monday – Friday).
When your order is dispatched, Prestige Hair Extensions will send you a shipping confirmation e-mail which will contain any relevant tracking numbers. Some customers report that shipping confirmation e-mails have automatically gone to their junk or spam e-mail folders. To avoid this issue please register a Prestige Hair Extensions website account, then email us from your email address to help avoid our replies going into spam.
Tracking numbers are added to your orders, visible in your Prestige Hair Extensions website account. This ensures you always have access to your tracking numbers outside of business hours, providing you with the ability to monitor your own deliveries.
Dependent upon the selected delivery method and the information provided, the courier may also provide you with text messages regarding delivery of your item.
LOST OR LATE DELIVERIES
Most ‘next day guaranteed’ deliveries (excluding DPD) offer a money back guarantee for late deliveries providing that the couriers’ terms and conditions have been met, in these circumstances we are happy to claim your postage costs back and refund you.
Occasionally Couriers may suspend a delivery guarantee at busy times or during adverse weather conditions, when this happens, they will not accept claims for late deliveries. Please be aware when ordering using a next day delivery option, there is always a possibility of failure or late delivery which is beyond our control.
We do not offer additional compensation for late deliveries or loss of business/money as a result of a late or lost delivery. We advise customers to order in advance especially around Bank Holidays and Christmas to reduce the chance of any disruption caused by late deliveries.
In response to feedback from our customers we began offering DPD delivery options in early 2020. DPD offer a higher level of autonomy for customers to control their deliveries, with several features available via text, email and their app to keep customers updated. Whilst offering a higher level of service, DPD will not refund late any late deliveries, customers must accept this before choosing to order using DPD services.
Sometimes, despite UK Remy Hair Extensions shipping your items correctly, the courier may fail to deliver them on time. If you experience a late delivery for a guaranteed item (excluding DPD), you can inform customer services and claim a refund of the shipping costs. Please note, no additional compensation is available above the cost of the original shipping. If a late delivery means you are no longer able to use an item, you can return it unused for a refund via our free returns portal.
Any items lost by couriers will be fully refunded or replaced AFTER the courier has finished their investigation process. This may take several weeks (or longer in extreme circumstances) with Royal Mail but usually takes about 8 days with DPD. If a courier requires you to sign and return a denial of receipt form or similar this may delay your refund further. You will not be entitled to any additional compensation for fitting fees or loss of earnings and we are not able to expedite or influence a couriers investigation.
Although we understand that lost deliveries can have a huge impact on our customers, owing to multiple past fraudulent claims, we will never repost or refund a customer until the couriers have completed their investigation (you may of course re-purchase items while you wait for the couriers to complete their investigations and request a refund for the lost items once the investigation is complete).
NORTHERN IRELAND, SCOTTISH HIGHLANDS & ISLANDS
Unfortunately, DPD Next Day Delivery is not available in these areas. When ordering from one of these locations you must select the appropriate Royal Mail Special Delivery option.
REPUBLIC OF IRELAND
Since leaving the EU, we have been unable to export hair extensions by road to most countries in Europe. We are still able to export hair extensions using DPD’s Air Service but there is no Air service available to the Republic of Ireland.
Unfortunately this means we are currently unable to export to Republic of Ireland until restrictions on exports by road have been lifted. We hope to be able to ship to Republic of Ireland again in the coming weeks or months, but we have not been given any timelines to work from.
USA, CANADA AND AUSTRALIA
DPD Air Express is available to these areas. This service takes about 2-4 days to USA and Canada but around 4-8 days to Australia. There are no late delivery refunds so please allow extra time for your items to arrive.
As detailed above, items which are ordered after 2pm on a Friday will not be dispatched over the weekend, this also applies to items ordered during a Saturday, Sunday or Bank Holiday. We are considering opening on Sundays for DPD collections in future and will update all customers if this becomes an option.