Frequently Asked Questions

Email Support

Support Email

info@realhairlondon.com

Check most frequently asked questions here, if you still need help then please contact us at info@realhairlondon.com

Account

The answer is no!

Please do not share your account details with anybody else but yourself.

If you are shopping from a mobile, laptop or computer device, select the female icon at the header of this page in between the shopping bag “🛍” icon and the search icon “🔍”

Manage your orders online with ease. View order history, click to get shipping updates and track orders. Your account will give you access to all of your order details, stored in one place. manage your address book by login into your account to, edit or add a new address.

Our friendly customer service team can be reached Monday to Friday 9:00 am - 5:00 pm GMT  +44 7985344152

You can send us a email and we adhere to respond to your email inquiry as soon as possible. Email: info@realhairlondon.com 

Explore more ways to get in touch with us by visiting Contact Us!

 

No need to panic!

As long as you remember the email you used to create your account. Click to login to your account with your email address as usual and select “forgotten your password” to change your password to something more secure that you can remember.

Discount Codes

By registering your email with us at the footer of this page.

Apply your discount code at the cart after you have entered your shipping details on the payment page.

Yes, you can redeem multiple discount codes per order if you are entitled to the discount code. The discount code section at the cart caters to multiple discount codes entered per order. You must enter the discount code one after the other in order to redeem. Please note, If an item is eligible for multiple discounts, only the largest discount will apply.

Yes, enter the discount code and the gift card number issued in the box where applicable in your cart after adding your shipping details.

Gift Card

Customers can click “resend gift cards” from their order confirmation email. This link will only work if your order has been fulfilled.

Yes, provided there is still a balance left on the card.

No, you cant reload a gift card once the total balance has been spent. Please purchase another gift card.

Customers are not able to check the balance remaining on their gift card manually.

To request the amount remaining please reach out to support at info@realhairlondon.com and the remaining balance will be issued to you via email.

Yes, a customer can use another gift card at the checkout to redeem value at the same time in one transaction.

No, you can’t use a gift card to purchase a gift card.

Yes, gift cards are applied to the final order total which includes shipping and taxes. 

Yes, gift cards are a form of payment and can be used with a discount code.

If your refund has been approved by us and your payment was made using a gift card, then the amount refunded will go back to the gift card.

If payment is to be refunded for an order made using a gift card and other forms of payment, we will split the amount and refund the amount spent via gift card back to the gift card and debit/credit back to debit/credit card.

Yes, you can still use your gift card to redeem the remaining balance until it has been spent.

Orders And Payments

Select the products that you like and add to cart. You can attach more information like your measurement details in the note section of your cart and simply checkout!

We also accept telephone orders. You can contact us if you wish to place your order via telephone on +44 7985344152 

We accept all major payment methods, including debit/credit card at the checkout.

For a speedy service from order to delivery, we prefer direct payment. Direct payment ensures that your payment has reached us directly and we can process your order immediately.

To use direct payment via bank/faster payment deposit to Real Hair London. Please add to cart and checkout. We will gernerate a invoice to collect payment for your order. Your invoice will be sent to you via email along with instructions on how to deposit payment for your order to Real Hair London.

Product Information

At Real Hair London we cater to all women and ethnicities across the world. We have crossed the globe to bring you the most impeccable virgin, unaltered human hair extensions. Our classically timeless wigs are custom handmade, paying close strategic attention to detail. You can be guaranteed that your luxury piece has been constructed with the worlds most exquisite raw human hair. Our craft guarantees the most exclusive wigs in the real hair industry.

All of our hair extensions and lace systems are 100% human hair. Our wigs are glueless and also suitable for glueing on, sew in or it can be worn securely as it is.

 

Hair density

This density chart is a guide to determine how much hair is used on the wig and frontal cap and how full your lace will appear. Please note that the type of hair used and how it is styled may determine the hair density. For example, wavy and curly hair expand when combed out and appear thicker. Light densities are not advised for straight hair textures as it has less volume and fullness.

To get the most natural look, we suggest you select a density similar to your own.

Our wigs at Real Hair London are very versatile and can be re-styled into a hairstyle you desire. You will be able to style and part anywhere on the lace replicating a real life scalp appearance. This makes our wigs look very natural. We call it “illusion lace or illusion hairline”.

Choose between our Thin Swiss Lace or Hollywood Film Lace (HD), each lace is of superior and is a matter of choice and preference.

Thin Swiss Lace is extremely soft yet durable. It’s the most popular lace on the market as it has the capabilities to give a beautiful melt into your skin, mimicking your natural hairline without leaving a line of demarcation. At Real Hair London we use Hollywood HD Film Lace & Thin Swiss Lace. Hollywood High Definition Film Lace (HD) is the thinnest lace in the hair industry. More care should be taken when wearing HD lace. It is very delicate and is the softest lace you will find anywhere in the world. We may as well call HD second skin. As you will never experience a more effortlessly seamless blend, from your skin to the lace itself. It is literally undetectable and no one will ever question if you are wearing a wig.

Absolutely!

At Real Hair London all of our hair extensions are versatile and can be styled as desired. This includes blow drying and curling. Curls and waves can be restored after washing.

Yes, you can use styling products on your hair extensions. It is recommend that you keep products to a minimum to avoid extreme residue. We strongly suggest avoiding alcohol base products as they can alter and shorten the life of your hair extensions. Alcohol products have a drying effect which in turn will damage the lifespan.

Yes, you can apply oils or serums to your extensions. We recommended to keep the movement and fullness of your Real Hair London hair extensions, it is not recommended. If oils or serums is to be applied we recommended to use it in small quantities so the integrity of the hair is not affected.

Our hair extensions come in natural colour 1b. Our hair extensions may also be bleached and dyed to achieve desired results on coloured wigs and hair extensions.

Yes, our hair extension are 100% unprocessed Virgin Human Hair that can be coloured, bleached and dyed. Professional colour should be done by a Licensed  Cosmetologist.

Yes, you can and it is highly recommended that you let your hair air dry. At Real Hair London our hair is 100% Virgin Human Hair which means you should treat them as your own. Shampooing should be done to keep your extensions from product build up (maybe twice a month and co-wash in between) make sure to use sulfate free shampoo and heat protector before blow drying.

Yes, you can swim in your hair extensions but it's not recommended.  If you do swim we suggest putting your extensions in a bun to keep it from tangling when wet. Take extra care to shampoo your extensions with clarifying shampoo to remove chlorine, followed by a moisturizing shampoo and conditioner to preserve the life of your extensions. Use good products as you would with your natural hair to keep your hair extensions in the best condition.

Returns

Real Hair London pride in high levels of customer satisfaction. We maintain a very high level of quality control whilst ensuring that our customers receive nothing short of the finest quality of human hair extensions and lace systems. All of our hair products are derived directly from its countries of origin and are prepared by the most skilled craftswomen in the industry.

As part of our quality assurance measures, every order is thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.

Due to the nature of our products, all sales are final. Refunds are not accepted, however exchanges may be accepted subject to the terms and conditions listed in our refunds policy.

Real Hair London refund policy

* All products are throughly monitored by photo image and video recording before products are sent out to customers. This will ensure that there is no damage to the product before sending out.

All products are throughly monitored by photo image and video recording before products are sent out to customers. This will ensure that there is no damage to the product before sending out.

However, if you want to exchange a product, exchanges may be accepted subject to the terms and conditions listed in our refunds policy.

Real Hair London refund policy

Don’t start to process a return without confirmation from us first. Once your return has been accepted, we will confirm our return address for your return items to be processed for strict checking. To be eligible for a return, your return must adhere to the terms and conditions listed in our refund policy

To start a return, you can contact us at info@realhairlondon.com or you can log into your customer account to start the return process here: My Account

By logging in to your customer account. If your return is accepted we will issue you instructions on how to send your package to us. All shipping and handling costs will be at the customer's expense therefore we suggest sending items through a courier that provides tracking information and delivery confirmation. When you request a self-serve return by logging in to your customer account, we will issue you a return label that you can print at home. We are not responsible for any missing or lost packages. Items sent back to us without requesting a return first will not be accepted.

You can always contact us regarding any return question at;

[Email: Subject regarding: Returns] info@realhairlondon.com

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right!

Email [Reagarding: Returns: info@realhairlondon.com with your order number. We adhere to respond to your email inquires as soon as possible.

Or you can contact us directly on our office telephone line: +44 7985344152  our office phone line is available Monday-Friday 9am-5pm.

We will notify you once we have received and inspected your return. We will notify you to inform you if the refund or return was approved or not. If approved for a refund, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund back to you.

Shipping And Delivery

All of our items and products at Real Hair London are custom handmade. Once a order is placed it can take up to 7-28 working days for processing.

In most cases it will usually take up to 7-15 days for your order to be dispatched. Please be considerate of the timing before contacting us to get a order update. You can do this by checking your order date next our processing timing of up to 7-28 working days from the date you placed your order. You will be notified via email once your order has been dispatched with the tracking number to track your order online.

Once a order is dispatched it can take a further 1-4 working days for delivery to be made depending on your chosen courier.

DPD, Royal Mail and DHL international shipping services are all 1st class, secure and trackable online. You can manage your orders, shipping and delivery details by logging into your customer account here My Account

Delivery service: Express 1-3 days
Courier; Royal Mail Tracked 24: Orders for delivery within the UK are £11.99 and sent via Royal Mail. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 9am - 1pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.
 
Delivery service : DPD
Courier; DPD Tracked & Signed: Orders for delivery within the UK are £12 and sent via DPD. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 10:30am - 12pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.
 
Delivery service: DPD 
Courier; DPD Tracked and Signed. Heavy Goods: Orders for delivery within the UK are £24 and sent via DPD Heavy Goods. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 10:30am - 12pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.
 
Delivery service: DHL international
Courier; DHL The (rest of the world) delivery 1-4 working days: Orders for delivery using DHL express international delivery is charged at £65. Delivery time is 1-4 working days. You will be able to track and trace your items online. A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.
 
*Failure to sign for the delivery would result in the package being sent back to your local postal depot for collection.

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