before you buy please note the below. When you make a purchase with us you sign-up to these terms and conditions.

Refund and Shipping Policy. 

When can I talk to your customer service team?: Our customer service team is only available on email (houseofbr18@gmail.com) Tuesday-Saturday from 10am-4pm GMT. All queries and emails will be responded to within 3 working days during our working hours. 

UK deliveries: Orders made within the United Kingdom usually take up to 10 working days to be processed and to be dispatched. Once your order has been processed we will issue you with a dispatch notification and a delivery tracking number.  Once dispatched you will receive a tracking number.  Any issues you contact them before you contact us, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel if there are any this is usually ever rare delays.

International deliveries:  Please allow 12 working days for international orders to be processed. Due to the high volume of shipments and COVID-19 restrictions impacting couriers, this may take longer than the 16 working days and up to 4 weeks. Once your order has been processed we will issue you with a dispatch notification and a delivery tracking number. Standard delivery times are 3-5 working days. If you have a delivery courier's tracking number for your parcel and your order is delayed, please contact the courier in the first instance for an update. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

Wig unit deliveries: All our Bleuribbon hand made wigs are made to order so please allow up to 13 working days to be made and processed before being dispatched. If the Lace has been cut you will be unable to provide a refund. Post this time we not longer offer a free alternation service and this will need to be booked into our salon as a paid appointment. See salon booking page for pricing. 

Delivery during sale periods: All orders made during the sale usually takes an extra few days to process. Please allow up to 15 working days to be processed. Due to the high volume of shipments it can take a little longer than usual however we aim to deliver within the normal time frame. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

My order is late and I have a tracking number?: Once you receive the dispatch notification from us that your order has gone out for delivery and you have the delivery courier's tracking number for your parcel, please contact the courier service as a first point of call as they will have the most up to date information on the whereabouts of your order. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

I have ordered hair for a salon appointment when is the earliest I can book my installation?:  Orders made as part of a hair booking appointment also take 5 working days to be processed. Please only book your appointment post this processing time.

My order is delayed, can I get a refund in the meantime?: As per our refund policy we only offer refunds once we have received back an order in a condition in line with our refund policy or if we have confirmation from the courier service that the order parcel has been lost. Orders delayed in transit or held temporarily in customs do not qualify for a refund unless the order is confirmed as lost. 

When you make a purchase with us you sign-up to these terms and conditions.

My order is delayed, can I get a partial-refund or a discount as my order is late in the meantime?: No we do not offer partial refunds or discounts based on orders being delayed. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue any sort of refunds or offer money off on orders still in transit. If you want to return your order once received please follow our refund policy.

When should I contact the team about a delayed order?: Please avoid emailing the team for an update of your order if the full processing time has not passed (14 working days, UK and 16 working days, international). If you have your delivery courier's  tracking number for your parcel, please contact the courier service as a first point of call as they will have the most up to date information on the whereabouts of your order. Once an order has been dispatched and packages are in the hands of the couriers, we cannot be responsible for these parcel delays and do not issue refunds on orders still in transit.

Can my address be changed after I have made an order?: Orders will only be dispatched to the address in the order to avoid fraudulent claims. Once you have the delivery tracking number you can contact the courier companies directly to make a change of address.

I have ordered a product can someone else make a query on my behalf?: We will only discuss orders with the customer whose name is on the order to avoid any fraudulent claims.

My order says it is 'delivered' via the delivery courier tracking system but I have not received it, can I have a refund?: Once we have been provided evidence by the courier that the parcel has been delivered to the designated address, our policy is that we do not issue refunds. Please note we do not take any liability or issue refunds when we have proof of a successful delivery from the courier services.

We have had many instances where customers have made high-value order purchases which have been delivered but then made fraudulent claims of non-delivery in order to keep the goods and then gain a refund.

In these instances where we have proof of delivery, we encourage customers to raise a claim with the courier service to raise an investigation into the whereabouts of their parcel.

When you make a purchase with us you sign-up to these terms and conditions.

My parcel has been damaged in transit I would like a refund?: We do not take responsibility for any parcels that are damaged in transit and do not issue any refunds in these cases. When you make a purchase with us you sign-up to these terms and conditions.

Will my parcel be charged customs and import charges?: In most cases, any customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel (this also applies to retail & wholesale customers). We have has no control over these charges and we can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend customers contact their local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

What is your refund policy? We are happy to offer a full refund or exchange for any full price merchandise returned within 14 days of delivery, providing goods are in their original condition and accompanied with the rubber bands have not been removed from the bundles. If you have installed, washed or applied product to hair or closures provided by us we will not issue a refund as the items are now classed as beyond their original condition. Refunds normally take 7-10 working days to appear in your account.

We are also happy to offer a full refund if you are able to provide proof from the delivery courier service that the package has been lost in transit. Orders that are delayed in transit, held temporarily in customs do not qualify for a refund.

All the bundles are machine sealed with rubber bands so we will be aware if these have been removed.

Proof of purchase is required with every refund or exchange.

PLEASE NOTE: Fees such as additional shipping charges, duties, customs, overdraft, interest, or any other fees charged by a third-party will NOT reimbursed. 

How do I return an order to you for a refund?: UK customers will receive a return label once they are approved for a refund. International customers are responsible for shipping cost. Once we have received the hair extension we will inspect it thoroughly to make sure the return requirements are met.

PLEASE NOTE: Customers are responsible for shipping, we are not liable for lost returns and if your return is lost in transit, these will not be refunded. Fees such as additional shipping charges, duties, customs, overdraft, interest, or any other fees charged by a third-party will NOT reimbursed.