FREQUENTLY ASKED
QUESTIONS

In the unlikely event you have a complaint/ fault with your goods we have a dedicated team of experts who can assist. We ask you contact our Customer Care Team hello@faithluxury.co.uk within 24 hours of receiving your faulty goods so the issue can be dealt with. If an item becomes faulty due to product build up, toners/ Coloured Shampoos/ Dye or styling Faith Luxury can not be held accountable. If however you have any Quality issues with the product we will accept the product back for analysis and testing, this must be returned back to us within the first 21 days of receiving the product.

If for any reason you have ordered the wrong shade of hair please contact us within 24 hours of receiving your order to notify us. You can return the hair back to us within 14 days. The product must be returned untouched in the original packaging. If returned within the 14 day returns period you are eligible for a refund (to the original payment method) or exchange. If you wish to exchange for an alternate shade/colour please contact us prior to returning so this can be arranged. Please contact hello@faithluxury.co.uk for the return address. Custom Orders No refunds / exchanges on any colour / customisation hair.

If you wish to cancel your order you must contact our customer care team hello@faithluxury.co.uk within 10 minutes of placing your order. Orders can not be cancelled after this time.

Faith Luxury Hair can for the most part be washed, dried, straightened and curled in almost the same manner as your natural hair. Certain products can contain chemicals that can cause slight damage to the hair extensions. For example- Toners, Toner shampoos, Hair spray etc. Minimal use of these products will prolong the condition and lifespan if you’re extensions. If you are unsure of the best products to use Please contact us via email for assistance - hello@faithluxury.co.uk ​ Faith Luxury hair will not matte or bunch up. Please take caution when dying the hair. NO bleach can be used on the hair. Please try to avoid exposing the hair to chlorine. ​ Please note over time due lighter coloured extensions can fade In colour due to heat exposure. Certain products such as sun lotions, creams and perfumes can cause discolouring. For a longer lifespan we suggest minimal heat applied to the hair especially lighter colours this also includes direct heat such as straighteners. Curlers etc. ​ Please colour test each client before dying hair. Taking this into consideration, we do not claim that Faith Luxury Extensions are suitable for anyone with allergies to hair dye. Occasionally, hair dye can be seen washing out during the first couple of washes - this is not a fault and can happen with your own natural hair following a colouring service. ​ If you require further assistance for any other enquiries please contact our customer care team on hello@faithluxury.co.uk

We advise all extension specialists to provide their clients with personalised customer after care advice. We advise that all clients use professional, shampoo, conditioners rather than cheaper products. This will prolong the lifespan of the hair. ​ After fitting, be sure to avoid non-professional products that contain sulphates, paraben or silicone. These ingredients, depending on their formula, can strip hair of its oils and reduce the life expectancy of your Hair Extensions. ​ Some harsher products (such as anti-dandruff shampoos) can strip the colour from Hair Extensions. Professional products containing these ingredients usually have higher quality formulas and are often ok to use with your Hair Extensions.

Cut off point for delivery is 3pm Monday- Thursday Orders after this time will be shipped the following working day. (Excludes Bank Holidays and Public Holidays) Please select Saturday delivery if you would like your order to be dispatched Friday and delivered to you Saturday. This is for an extra charge. PLEASE NOTE; Our courier Royal Mail STRIKE ACTION on the following dates; October- 13th,20th,25th November- 2nd,3rd,4th, 8th,9th,10th,14th,15th,16th,23rd, 24th,25th,28th,30th December- 1st,2nd Royal Mail have said they are prioritising all special delivery parcels but nothing is guaranteed on these dates and could cause further delays. Please order your hair in advance so not to cause you any disruption, especially with our busiest time period fast approaching. ​ ------- ​ All products are sent on a Royal Mail Tracked Next Day Delivery before 1pm. You will receive a shipping confirmation with a tracking number once your item has been sent. If you require further tracking assistance please contact us - hello@faithluxury.co.uk You can Track your parcel by entering your tracking number via this link- https://www3.royalmail.com/track-your-item#/ Please note FAITH LUXURY can not be held liable for any delivery delays / disruptions. In the unlikely event your parcel gets lost in transit to you please contact Royal Mail for further assistance using your tracking number. If you need any further information about the delivery please get in touch. ​ Saturday Delivery is now available for UK and NIR Customers. Please order before 3pm. International Shipping - Please allow approx 7-10 working days for this to reach you (Please note this can change depending on country). Using Royal Mail shipping. If you need any further information please contact us on hello@faithluxury.co.uk