FREQUENTLY ASKED QUESTIONS ORDERS Can I place orders over the phone? Unfortunately, we cannot place orders over the phone and all orders must be placed via the website. If you have a Trade Account, you also order via the trade website, if you require your log in information contact us and a member of our team will provide this for you. Can I amend or cancel my order once it has been confirmed? Our Warehouse Team are extremely busy making sure your orders go out on time, any amendments to orders cause delays, therefore we cannot amend or cancel any order once it has been confirmed. If you need to add to your order, you will need to place a new order, we do offer free standard delivery with orders over £25.00. Can I track my order? Once your order has been dispatched you will receive confirmation including your tracking information. If you do not receive tracking information, please contact us. I've received the wrong order, what should I do? We are sorry to hear this, please contact us and our dedicated agents will get this sorted for you. I've received a faulty item, what should I do? We are sorry to hear this, please refer to our terms and conditions in relation to faulty items. DELIVERY What delivery options do you offer? Please see our Shipping page for our delivery options to the UK and Rest of the World. For Next Day Delivery, orders must be placed before 4pm Monday-Friday otherwise your order will be dispatched the next working day. Next Working Day does not include Saturday or Sunday. Please note: All International Delivery Costs are now measured on the weight of your parcel including the territory you want your parcel shipped to. All international prices stated online is the minimum delivery cost. Please ensure you check the quote given for your parcel to be delivered to your selected country before placing your order. Will I be charged for customs & import duties? If you are an international customer, then you will be charged for customs and import taxes. This will depend on the weight of your parcel and the country the parcel has been shipped to. Beauty Works is not responsible for any customs or import costs. What if I am not in at the time of delivery? As our couriers are operating contact free delivery, you will need to be present to obtain your parcel from our couriers at a safe distance. The courier will leave your parcel with you safely and will take an image to confirm safe receipt. If you are not at the delivery address at the time of delivery, a second attempt will be made the next day as well as a final third attempt. If the parcel has still not been delivered, then it will be returned to us, and you will be refunded. Our couriers cannot leave any of our parcels in a “safe place” and any instruction between you and the courier, Beauty Works will not be held responsible in the event of loss or damage. My order hasn’t arrived We are sorry to hear you are yet to receive your order. Have you checked in your “safe place” with your neighbours? Have you checked the tracking information? A calling card will be left by the courier advising of the parcel’s location. If you are still unable to retrieve your parcel, please contact us within 24 hours and we can contact the courier to raise an investigation. We must allow 10 working days for our couriers to complete an investigation and deem your parcel as lost. Once the courier has confirmed the parcel as lost, we can raise a claim. Refunds or replacements cannot be processed until the claim has been approved. Claims can take up to 30 days to be approved. During COVID-19 all couriers are operating a contact free delivery service and therefore you are not required to physically sign for your parcel, the courier will complete this on your behalf upon successful delivery to your posting location. With all investigations and claims we process; we must make you aware that we record the claim via Action Fraud UK which is a Police database. With the increase of online fraud, we want to protect our genuine customers as well as monitor the fraudulent claims. Please note this is not in any way an indication that you are fraudulent customer, we want to reassure you that we investigate thoroughly and take these matters seriously. Please see their website for any further information you may require: https://www.actionfraud.police.uk/ I'm missing an item from my order, what should I do? We are sorry to hear this, firstly we would advise to double check all the packaging just in case it has become lodge within the inner packaging. If you find an item is missing, please contact us and one of our dedicated agents will get this sorted for you. PRODUCTS I can't find the product I'm looking for online? Not all colours are available in all product ranges, if the colour is not showing on the product page this generally means this item is not available in the particular colour. If an item is missing from our website it could mean we have now discontinued the item or it is out of stock, please contact us and we can check this for you. Can I have a colour match? Sure! We would be more than happy to provide you with a colour match. If you could please send over 2-3 pictures of your hair, including the ends to our Colour Match Experts and they will get this information across to you as soon as possible. Please ensure the images are taken in natural sunlight without the use of the flash or any filters and advise which type of extensions you are looking for. Whilst we endeavour to give the best advice for colour matching will not be held responsible for any disparity in colour matching. Colour Match Swatches can be purchased on our website for a more accurate match. Which professional application method is the best? Not all types of hair extensions are suitable for everyone. For professional extensions we recommend a consultation with a professional stylist before purchasing. Click here for our recommended stockists and stylists. What is the difference between Human Hair and Remy Human Hair? Human Hair Human hair is 100% human hair and can last up to 3 months depending on aftercare. Human hair has the cuticles removed which means the life time of the hair extensions are shorter compared to Remy hair extensions. for a short period of time. Remy Human Hair Remy Human Hair is 100% Human Hair and ideal for clients who want hair extensions. Remy hair is specifically processed to ensure that the protective layer of the cuticles remain intact and are facing in the same direction from root to tip. Ensuring natural shine and vitality allowing the hair to behave tangle-free throughout its lifetime. Remy Human hair can last around 6 to 9 months depending on the aftercare and maintenance of the product. How long should my extensions last? The lifespan of any hair extensions depends on the aftercare and maintenance. We only recommend the use of our aftercare range on our hair extensions as these products have been exclusively designed for our hair. All professional extensions require regular maintenance. The correct aftercare and maintenance will increase the lifespan of the hair. Can I heat my hair extensions? Yes, Beauty Works Remy Human Hair and Human Hair can be heated up to 180 degrees, however any kind of heat can reduce the lifespan of the hair. Always apply the Beauty Works Heat Protection Spray to protect your hair extensions from heat damage. What lengths of hair extensions do you offer? Beauty Works offer a range of lengths from 14” to 28” however not all products are available in all lengths. Please refer to the product pages for more information. What length extensions do you recommend? We recommend no longer than 6" past your natural hair length to result in natural looking hair extensions. How many packs do I need? This will depend on your natural hair length and type of hair. Beauty Works offer a wide selection of hair extensions to cater for different types of natural hair. We recommend a professional consultation to obtain the right amount. Can I colour my hair extensions? Human hair can be coloured, but we do not recommend it. Any colouring of the hair extensions is done entirely at your own risk. Beauty Works will not accept any liability for hair extensions that have been coloured or tinted. We only recommend the use of the Beauty Works Anti Yellow Shampoo, Cool Covers Mask and Brass Banish Mask to remove unwanted tones. Any silver or purple shampoos that have been applied to the hair extensions will also be done at your own risk and we do not accept any liability. What is the best aftercare to use on my extensions? We only recommend the Beauty Works aftercare to maintain healthy hair extensions. As a basic guide we advise to use the following products: Beauty Works Pearl Nourishing Sulphate Free Shampoo – to be used with the professional ranges, Stick Tip, Nano Bonds, Tape and Flat Tip. Beauty Works Pearl Nourishing Shampoo (contains sulphates) – to be used on Wefts and Clip-in extensions. Beauty Works Pearl Nourishing Conditioner - which has been expertly formulated to nourish, repair and de-tangle all hair types. Beauty Works Pearl Nourishing Mask - specially formulated to nourish deeply and restructure all hair types. Beauty Works Heat Protection Spray - to be used during drying, straightening and styling to protect the hair and prevent snapping and damage. Beauty Works Argan Oil Serum - is a salon professional serum designed to lock in moisture and restore any dryness. What other products do you recommend for Beauty Works Extensions? We have developed over the years and tried and tested many products to achieve our award-winning aftercare range. We have extended our range to now include products for all common concerns. Beauty Works 10-in-1 Miracle Spray is fortified with super oils to give hair the ultimate nourishment and conditioning. Use after washing and to protect hair from UV rays. During the summer and in hotter climates our hair is exposed to more UV light which can affect the colour of hair. Too much sun exposure, heat styling or pollution can cause hair to feel and look dry, damaged and dull. Using the correct shampoo and conditioner will protect the hair. Our After Sun Collection, Anti Yellow Shampoo, Brass Banish Mask and Cool Covers Mask are designed to banish those common concerns. My hair extensions have turned brassy, can I restore the colour? Banish brassy hair tones that have been exposed to sun or effected by sun creams, heat, chlorine and other factors by using the Beauty Works Aftersun Discoloration + Restore Shine Duo. Eliminate the build-up of sand, salt and sun cream by cleansing away environmental aggressors using gentle ingredients that deep cleanse the hair. For extreme discoloration for blonde hair colours, use the Beauty Works Anti Yellow shampoo to neutralise unwanted yellow and orange tones. Beauty Works 100% vegan Anti-Yellow shampoo and Brass Banish Mask can be used on bleached, highlighted, balayage and blonde hair. Our special violet pigment neutralizes unwanted yellow tones, while our all-natural and sulphate-free blend of potent ingredients works to nourish the lengths for a healthy and vibrant shine. Can you use Anti-Yellow or purple shampoos on Beauty Works Hair Extensions? You can use Beauty Works formulas to help restore blonde tone to our extensions. Our 100% Vegan ingredients can be used on hair extensions. Beauty Works Anti-Yellow Shampoo or Beauty Works Brass Banish Mask can neutralise yellow & brassy tones to reduce the appearance of discolouration, whilst giving shine to dull hair. Do not leave on the hair for any more than 2/5 minutes maximum. If leaving on your hair for longer than the advised time, the results can have a purple staining. When should I use a Clarifying Shampoo? Think of clarifying shampoos as shampoos to cut through product build-up and oils to leave your hair squeaky clean. There are lots of reasons why hair can look sad and lifeless, too much heat styling and even residue from normal shampoos and conditioners, all of which can cling to hair and scalp, making your freshly-washed hair seem heavy. Use a clarifying shampoo to cleanse hair monthly if you have normal hair, or weekly if you have greasy hair. Do you test your products on Animals? No, we strictly do not test any of our aftercare on animals. All Aftercare products are manufactured in Europe where testing cosmetic products and their ingredients on animals was banned across the EU in 2013. The legislation is part of EU Regulation (Cosmetics Regulation). All Beauty Works Aftercare are produced in Italy. Are your products Vegan friendly? Within our hair care collection, we have vegan ranges. This means these products are completely free from animal delivered ingredients and are plant-based. Do your products contain Sulphates? Yes, certain lines contain sulphates, sulphates are used in shampoo. The purpose of these sulphates is to create a lathering effect to remove oil and dirt from your hair. Shampoo containing sulphates need to be used with wefts and clip-in applications. RETURNS & EXCHANGES International Customers please use Global-e Helpdesk Global-e Helpdesk How do I return an item? You can return items to us within 14 days of receipt. Due to the nature and hygiene of our products, ALL products must be unopened and in its original shipped condition for the return to be accepted. Any products that have been opened or tampered with will not be accepted for a refund. Please click here to start your return. Can I exchange items? Yes exchanges are accepted within 14 days of receipt. Due to the nature and hygiene of our hair products, ALL products must be unopened and in its original shipped condition for an exchange to be accepted. Please use the returns portal to exchange your item. Do I have to pay to return an item? Unfortunately, we do not have a free returns system. However, our new returns portal is quick and easy to process exchanges or returns. Please use our returns portal to arrange your return or exchange. I have lost the returns label, can I get another copy? Please log into our returns portal for a further copy. How long does a return take to process? We’ll be sure to keep you updated via email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund. Refunds can take 14 days from the day we receive your return in our warehouse. Please allow 3-5 working days from your refund notification for the funds to clear in your account. Do you refund the delivery charge? Unfortunately, the delivery charge will not be refunded as this service has been obtained. If I exchange an item, do I have to pay for delivery again? There’s no need to worry about paying delivery again if you’re exchanging items, we’ve got it covered. Please allow 5 working days for your exchange to be processed and dispatched. PAYMENTS How can I pay for items? We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron. We also accept PayPal, Klarna and Payl8r. PayPal Safer & faster; Pay online with your PayPal password and skip entering your financial details. Or pay even faster with One Touch™, stay logged in and check out without entering your password. Rest assured knowing Buyer Protection is available for your eligible purchases. Read more about PayPal Klarna Klarna offers flexible payment options so you choose how you shop: Pay now - Pay by card directly at the checkout. No lengthy forms, no passwords, no worries. Pay later - Klarna lets you pay up to 14 to 30 days after delivery. Read more about Klarna Payl8r Payl8r lets you buy the products you want today. With flexible repayment plans, you decide when and how to pay back. You can repay in full within 30 days at 0% interest, or choose an instalment plan to repay on a monthly basis. You can change your instalment plan at any time Interest rates from 0% - 24% per year. Click the Payl8r button at checkout and they could approve you within minutes. Read more about Payl8r When is payment taken from my card? Payment will be taken from your card at the time of purchase. Global-e International Payments & Shipping We partnered with Global-e, a third-party service acting as your seller-on-record, so you can buy and ship your Beauty Works products to over 100 destinations worldwide! When you buy your Beauty Works products from Global-e, you will see that your payment method is charged by **Global-e// Beauty works **, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). Do you offer Gift Vouchers? Unfortunately we do not currently offer gift vouchers. PROMOTIONS How do I use a promotional code? If there are promotions running at the time you purchase, you will enter the promotional code at the checkout stage of your order in the ‘discount code’ box. Please be aware that promotion codes are case sensitive. If you have any problems, please contact us prior to processing your order. Once you place the order, we will not be able to honour the discount. Why doesn't my promotion code work? There could be several reasons why the promotion code doesn't work. Sale items and certain products are excluded from many promotions, please contact us for further assistance. YOUR CUSTOMER ACCOUNT Do I need to have an account to place an order? You don’t need an account to buy online at Beauty Works but if you register with us you will receive newsletters with regular hair trends and the latest offers. Do you have a guest checkout? Yes we have a guest checkout but if you register with us you will receive newsletters with regular hair trends and the latest offers. What If I can’t log in to my account? If you can’t log into your account please check all of your details are correct. If you still can’t log in then please contact us. What if I have forgotten my username or password? Please click “forgotten password” if you have forgotten your email or username please contact us to rest this for you. BEAUTY WORKS HAIR SOURCING Where is Beauty Works hair extensions from? Beauty Works source raw human hair extensions from all over the world. Beauty Works hair extensions is part of the largest manufacturer of human hair in the world and work with factories both in India and China to manufacture our production line. This allows us to deliver the highest quality hair at the best price possible. Our partner’s source our raw hair from Malaysia, Vietnam, Mongolia, India and China, depending on the product range this is than manufactured to our specifications before it arrives at Beauty Works. Is Beauty Works hair extensions ethically sourced? We source our hair straight from verified distributors, who depend on their long-standing reputation for ethical sourcing and quality hair. Human hair is donated, sold, or exchanged fairly and ethically in the region its sourced. Selling hair is a supplementary source of income for women, which does not require any labour. How is the hair sourced? Our factory partners source hair from regions all over the world which are renowned for women donating healthy, strong and long hair lengths. Hair is never chemically treated and grows to lengths up to 32”. The majority of human hair used in extensions comes from India and Asia. Religious believes in Hindu religion believe sacrificing hair is a sign of devotion. Daily pilgrimages to temples such as the Venkateswara Temple in Tirumala, India, where they shave/tonsure their heads in a ritual of devotion. In Asian communities’ women donate their ponytails for a fair value, the hair is willingly donated and cut at the ponytail, leaving the donor with a bob length hair style. The ponytail bundles are than sorted into length and size and exported to our factories where the production of hair extensions starts. Beauty Works Factory With over 30 years in the hair extension industry, our factory partners are globally recognised as the leaders in human hair development. The team consists of over 1000 employees whom are skilled at sewing, colouring and crafting to produce quality hair extensions to Beauty Works specifications. From sourcing materials to arranging production, our factory partners strive for excellence every step of the way. Our hair is sourced directly from verified distributors who have a long-standing reputation for ethically sourcing quality human hair. All hair is sold or exchanged freely and fairly. How does Beauty Works audit their supply chain? Beauty Works hair suppliers are required to abide by our Supplier Code of Conduct. We do not condone any unethical treatment of workers or donors in our supply chain. Included in our “Supplier Code of Conduct” are Labor Standards and Ethical Hair Sourcing provisions. Our Ethical Hair Sourcing policy requires our factories to ensure fair compensation for hair purchases from donors/suppliers and prohibits coercion in collection of hair. All suppliers have signed agreements to abide by our Supplier Code of Conduct. We confirm compliance through detailed questionnaires, regular factory visits, and Social Compliance Audits conducted by third-party auditors. Because of these standards, we have high confidence that our hair products are ethically sourced and produced. Want more info on how we source human hair around the world ethically? Discover the journey of how Beauty Works sources human hair: click here CONNECT WITH US Sign up & be the first to receive exclusive drops & offers Yes, I agree. We would like to send you promotional emails with regard to our products, please see our privacy notice to see how we manage your data. CUSTOMER CARE INFORMATION © 2010-2021 ALL RIGHTS RESERVED. BEAUTY WORKS IS A TRADING NAME OF ECOTRADE EUROPE LTD, REG'D IN ENGLAND NO. 07094786. By continuing to use our site you agree to us using cookies in accordance with our Privacy Policy & Cookie Policy. 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