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FAQ'S


VIRGIN HAIR VS REMY HAIR?  

Virgin hair is natural human hair that has not be chemically processed in anyway. Each bundle has been cut from one donor and the hair cuticles have not been altered, this makes the hair tangle free and long lasting.

Remy hair is chemically processed hair.  The hair has been cut from multiple donors which causes the hair cuties to lay in an un-natural way. Due to this Remy hair is prone to tangling and shedding. 

HOW LONG WILL MY HAIR LAST?

Virgin Hair has a longer shelf life than Remy hair. With proper care our hair extensions can last 1 year +. 

WASHING, DYING & STYLING

Our hair can be washed, tonged and dyed to create the styles you desire. For best results, please follow our advise: 

Washing 

We recommend washing our virgin hair with sulphate free shampoo and following up with a deep conditioner. We recommend using Kercare 1st Lather Shampoo, Detangling Hydrated Shampoo and Humecto Creme Conditioner 

Styling 

We recommend heat styling on an infrequent basis to avoid heat damage. Heat Damage causes our virgin hair to become dry & brittle. When using heat please use a quality heat protectant. We recommend using Thermal Wonder 6 in 1 heat protectant. Spray on damp hair, blow dry and tong. 

Dyeing 

We recommend using our in house colouring services to create custom colour. Our Hair can be dyed to 613 blonde tones when coloured by a professional stylist. Please note, we do not take any responsibility for damage caused by colour. 

DELIVERY

STANDARD UK DELIVERY

  • Standard Delivery is £4.70.
  • UK 4-7 Working days.
  • Orders are dispatched on Working days only. 
  • All Bespoke Wigs require 10 working days to construct before dispatch

INTERNATIONAL DELIVERY
  • Standard Delivery is £20.00.
  • International 7-10 working days.
  • All Bespoke Wigs require 10 working days to construct before dispatch.

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

WHAT IF MY PARCEL DOESN'T ARRIVE 

Please contact: info@heroinehaircollection.com and we will promptly look into it.  

REFUNDS 

7-day money back guarantee. All items must be unused and in their original packaging. This excludes the following:
  • All wigs are non-refundable 
  • Hair extensions without the bundle wrap 
  • Unsealed hair products 
 RETURN BY POST
  • Email us at info@heroinehaircollection.com to request a refund and state the reason.
  • You will be responsible for postage costs, please ensure you send your parcel via recorded delivery. We will not be responsible for loss or custom fees.
  • Once we have received the hair extension we will inspect it thoroughly to make sure the returns requirements are met.

RETURN ADDRESS

Heroine Hair Salon, 79 Stoke Newington Church Street, N16 8EL

All items will be throughly inspected. If a refund is granted please allow 5 working days for the funds to appear in your account. 

CANCELLATIONS

All cancellations must be made up to 5 hours after sale. NO Cancellations can be made after this point.

PLEASE NOTE:  Processing fees, Shipping charges, duties, customs, interest, or any other fees charged by a third-party will NOT reimbursed.

PAYMENTS

We accept payment via Payal or Klarna. 

KLARNA

Instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by the merchant and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

SALON POLICY 

HEALTH & SAFETY 

Upon entry please expect the following: 

  • Temperature check 
  • Hand Sanitiser & Mask provided 

If your temperature if high your appointment you will be asked to return to the salon on an alternative date. 

 

TIME KEEPING
We allow a 10 minute grace period. If you arrive beyond this time, your appointment could be cancelled and your deposit will be lost. 

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 do not have the capacity for plus ones. Please come to your appointment alone, friends & family will be asked to leave. 

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.