Call 07930245095 Visit 79 Stoke Newington High Street, N16 8EL

FAQ'S

Salon Policy

Time Keeping
Please arrive up to five minutes before your appointment time, the salon has limited seating so please do not arrive any earlier.

Clients will be charged £10 to their final bill if they arrive more than 10 minutes after their scheduled appointment time.

On busy salon days full services will be refused or your appointment will be cancelled and your deposit will be lost. Please call or text the salon to notify if you will be late with expected time of arrival. Walk in clients will be serviced if arrival is after 15 minutes.

Deposit Fee
Deposit fee is non-refundable in the event of cancellation. Appointments can only be rescheduled 72 hours before your appointment. After 72 Hours you will loose your deposit fee.

Plus ones
We run a small salon with only two styling chairs. We do not hold the capacity for plus ones.

Refunds 

We want you enjoy your service at the salon. If your not satisfied with your service, we're here to help. We do not offer refunds, but we are happy to rectify any service after 5 days of your original visit - providing that the fault was caused by the salon. 

Our Virgin Hair 

Heroine Hair Collection exclusively provides 100% Virgin Human Hair, it comes in a range of brown colours from 1B & 2 tones. Our hair has been sourced from Russian and Peru. We assure that all the hair we provide has its cuticle aligned in the same direction to prevent any tangling, this ensures that your hair extensions behaves like your own natural hair. 

We are an authentic brand so we can assure you that our hair is not mixed with any synthetic or animal fibres. Some brands claim that they provide 100% Human Hair, but often this is untrue. 

How long will the hair extensions last?

We can assure that our Peruvian hair can last over 24 months and still maintain its original health and luster. Brazilian hair can last for up to 9 months. To ensure this you will need to respect your hair extensions as you would your natural hair, this involves using high quality products to wash, condition the hair and limit excessive heat. 

Can the hair be coloured

YES - Our Peruvian Hair Extensions which means they can be easily lifted with the use of pre-lighter and hair dyes. Our hair can be lifted to lighter blonde tones with the correct products and professional help. Pre-lighters and hair dyes are chemicals which have the potential to cause damage to hair, so we advise that you consider this when colouring. Our Brazilian can be coloured up to level 7. 

Can the hair tolerate heat 

YES - Our hair extensions can be straightened or curled with up to 230 degree's of heat. Remember that like your natural hair, hair extensions can also be heat damaged. To prevent this use a heat defence product and limit the use of excessive heat. Excessive heat on body wave hair will loosen the curl and will cause the hair to appear heat damaged, this limits the lifespan of your extensions. 

How many bundles do I need

12 inch - Two bundles. 

16/ 18/ 20 inch - Three bundles.

26 inch -Three - Four bundles.

Maintenance

Our virgin hair is very low maintenance, but here are some tips on helping you to extend the wearability. 

1 - Use a sulphate free shampoo and deep conditioner to cleanse the hair every 10 days. 

2- Use serum after washing, this will add shine and heat protect the hair. 

3- Seek professional help before colouring. Over processing the hair will cause permanent damage.  

4- Detangle with a wide tooth comb, this will prevent the hair from shedding. 

Delivery

We offer worldwide shipping. 

  • All orders are delivered via Royal Mail courier. 

  • Delivery is £8.95 to UK customers. 

  • Deliveries are made between Monday to Saturday, excluding bank holidays. 

  • All hair extensions take one day to process and will be received within 5-7 working days.

  • All custom made wig take 10 working days to construct and will be received within 2-3 working days from this point.
  • FLASH SALE orders will be shipped one weeks after offer ends. 

Delivery to International customers 

  • International delivery are sent via Royal Mail courier.
  • Delivery is £19.95 to USA, Carribbean and European countries. 

  • All hair extensions take one day to process and will be received within 7-10 working days. 

  • All custom made wig take 10 working days to construct and will be received within 7-10 days working days from this point.

  • We do not hold responsibility for customs fees or taxes for international orders.  

What if my parcel does not arrive 

In the incident that you do not receive your hair please contact info@heroinehaircollection.com and we will promptly look into it. Please note that all orders can be tracked on Royal Mail.  

Refunds online and in-store purchase

We do not accept refunds on any of our products.

*We do not accept exchanges and refunds on any customised products. This includes hair extensions and wigs that has been coloured, customised, cut and remade wigs purchased from the website. 

In the unlikely incident that you are dissatisfied with your product we are happy to offer you an exchange under the following circumstances; 

  • The seal (bundle wrap) of the extensions must be intact.
  • The hair must be returned in its original packaging. 
  • The hair must be returned in its original condition, unwashed, uncoloured, uncustomised and the original curl pattern must not be loosened. 

Exchanges will only be accepted within 7 working days.

If you have a problem with the quality of the hair and are outside of the terms listed above we are happy to investigate this and provide you with advise.  

Please email us on info@heroinehaircollection.com if this support is needed. 

Please note that wigs, sample products, sale items and promotional items are non-refundable and non exchangeable ALL SALES ARE FINAL.