Shipping & Returns

  • We aim to ship your order on the SAME/NEXT working day of payment receipt. To process your order quickly and correctly, please provide us your full delivery address including post code/zip code, county/province name. Please also remember to leave your contact number and email address. 
    • Your order will be DISPATCHED on the same working day, provided that the order is placed before 11.00 am for Sleek, Hair Couture & Remy Couture products & 2.00pm for all others (Saturday, Sunday and Bank Holidays are not classed as working days).
    • All items are sent out with the chosen postal service on the next working day of payment receipt. Delivery is not possible on a Saturday, Sunday or Bank Holiday. All prices include package and postage charges.(please select “free UK only” for free shipping to the UK on orders over £99
    • If you have any urgent need please call us on: 02380195081 .
    • After your order has shipped: The delivery address may not be changed.
    • Some items are not available for special/next day delivery STANDARD UK mainland 2-5 days on orders valued up to £15.00 (excluding Scottish Highlands) £3.95 STANDARD UK mainland 2-5 days on orders valued from £15.00-£25.00 (excluding Scottish Highlands) £4.95 STANDARD UK mainland 2-5 days on orders valued from £25.00-£99.00 (excluding Scottish Highlands) £5.95 EXPRESS UK mainland next working day (excluding Scottish Highlands) £6.95 STANDARD UK Off Shore/Scottish Highlands 3-8 days £14.00 STANDARD Europe 3-8 days £15.00 FREE 1-5 days UK only for orders over £99.00
      For Express UK deliveries all orders must be placed by 11am for Sleek Hait couture & Remy couture & 2 pm for all others on the Cut-off date.We aim to dispatch orders within 1 – 2 working days however this can vary due to stock availability. You will be advised of the estimated delivery date shortly after your order is placed, depending on what delivery method you have selected. We use a courier for ‘Next Working Day’ deliveries and it can be delivered up until 6 pm that day. 

      Please allow an extra working day for delivery to UK Offshore and Scottish Highlands destinations.

      Delivery times are quoted in good faith, we cannot accept liability for any expenses or other costs incurred due to failed or late deliveries. On the rare occasion that delivery is delayed due to our courier service we will not be able to send out any replacement goods until the original parcel has been confirmed as lost in transit. This can take up to 10 working days.
      Different Delivery and Billing address?It is highly recommended that your delivery address is the same as your billing address. Delivery will be subjected to fraud risk assessment and the order could be sent to your billing address if the risk of fraud is anticipated high.
      RETURNS: All goods purchased from Entourage Extensions may be returned for refund, exchange or replacement within 14 working days from receipt of delivery.  Before sending the parcel back to us, please ensure that you have enclosed your name address and proof of purchase
      Please Note: The terms and conditions below apply solely to individuals purchasing goods for their own use. If you are buying goods for your business, salon or for the purpose to apply them to another individual in the course of your work, it is a business to business transaction and as such is exempt from the Distance Selling regulations. Terms and Conditions apply to our online service only.
    •  stating the subject as Trade Terms and Conditions. Please ensure that all goods are in sale-able condition and the hair products have not been used or handled, example; brushed, worn, labels removed or opened etc. for health and hygiene reasons.We do not recommend Colouring or Silver Shampoo on any human hair product as they have all been through a harsh chemical process. If you do decide to go ahead and colour the hair, all guarantees are voided and we will not accept hair back to be tested if you think that the hair is faulty as you have made a change to the original condition of the product. We will refuse to test hair that has been coloured.
      You must take care of our goods whilst they are in your possession and at any item, returns must be returned in its original shipped condition and original undamaged packaging. Please note all hair must be returned still attached to the original card. If you have removed it from the card we are unable to re-sell the item as new. 

      Please remember that you or your carrier are responsible for any returned goods until they reach our warehouse. Cost and Risk of return will be at your expense and we strongly recommend that you get Proof of Postage or use Royal Mail’s “Recorded Signed” service. You may like to opt for Royal Mail’s “Special Delivery” service if a valuable item.  For exchanged items, you may be asked for a nominal fee as a contribution towards any additional postage of shipping, depending on which shipping method you require.  We try to make refunds within one week of receipt back to us,  we do our up-most to make all refunds within 14 calendar days from receipt of goods to our warehouse. Please note that we will not be held liable for any interest payment that you may incur because any refund was made outside of your credit/debit card timescales. Please return the goods to the address on the top of your receipt/invoice and fill in the returns form available from our website.  Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us.  We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to Entourage Extensions . If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date. Sometimes and especially if goods are purchased in advance for a present, or delivered whilst on holiday, as fore-mentioned 14 day response timescales can be missed. Therefore, without prejudice and as a gesture of goodwill, we are happy to consider the following remedy on a case by case basis: Should an item not be required and is returned and received by us between 14 working days and 30 Calendar days, we will be happy to accept the item(s) back with refund of goods to the value of 70% of the purchase price (excluding shipping) or refund of 100% if taken as a gift certificate or coupon redeemable in the future at Entourage Extensions. Should an item be returned and received after 30 calendar days, we will have no obligation to refund. If you wish the item resent to you, we will ask for a nominal fee to cover additional shipping costs.  14 working days from receipt of delivery shall be defined as the date from when your shipment is received by yourself, being the date of signature that the package is received by you.
      Order Cancellation: Pre-Shipment
      If you wish to cancel an order or part order transaction before it is shipped, please do so immediately via telephone or via email. Cancellations made via email will be timed at time of reading, not sending or receipt. You will not be charged any penalty and your payment method will also be cancelled. If the order has been shipped, then the Post-Shipment cancellation will apply.Order Cancellation: Post-ShipmentYou may cancel your order up to 14 working days from receipt of your purchase. All goods must be returned in an unopened and unused state for refund. Please see our Returns Policy for more information. 
    • Returns Policy – Faulty Goods If hair extensions appear faulty due to quality issues, the fault must be reported to us within a maximum of 30 days of the receipt date; this is due to human hair being a consumable item during wear. Please note, all returns must have a fully completed Hair Returns Form & noted faulty. Any goods received without the appropriate paperwork will not be processed until the correct paperwork is received. Failure to provide the completed paperwork within 91 days will result in the goods being destroyed.We will not test any hair extensions that have been coloured, tinted or chemically damaged; all hair extensions must be returned as the original product colour. We must receive the hair within 7 days of the complaint being made, this will then be examined and inspected. Goods are not considered faulty if their condition deteriorates due to poor hair management or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer and we will not refund or replace the goods. Entourage Extensions will not be held responsible for any additional expenses due to faulty goods e.g. removal or re-application costs. We recommend that a qualified professional applies any professional hair extensions and that customers are to have a consultation before any permanent extensions are applied. 

      We aim to provide any unsuitable product exchanges within 24 hours of its arrival into our warehouse. This will then be shipped via courier which can take 3-5 days for delivery. Please note that testing of faulty hair extensions can take up to 3 weeks, this is due to the hair being returned to the manufacturer where the relevant examination processes will take place.  Please allow extra time over bank holidays for exchanges i.e. Christmas, Bank Holidays, New Year. The goods are the responsibility of the customer until they reach Entourage Extensions Warehouse. Please ensure all items are packaged properly to avoid transit damages. We do not guarantee the use of our hair extensions whilst on holiday/in warmer climates for various reasons, including discolouration of the hair when coming into contact with swimming pool chlorine and the hair drying out through excess heat. We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour. Any colouring of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been coloured, dyed or tinted. Entourage Extensions will not be held responsible for any extensions that have been exposed to heat damage by the customer. Synthetic products can only be heated in moderation up to 180°, synthetic hair extensions cannot be coloured or washed. Any returned goods that we receive which are outside of this Returns Policy will be defined as “In Dispute”. Such In Dispute items will not be refunded or exchanged. A reason for this decision will be provided. We are happy to re-ship such In Dispute items back to you, otherwise they will be destroyed within 91 calendar days from their receipt back to us. We are sorry but due to false promises in the past, we are unable to replace a faulty item until the original is returned to Entourage Extensions. All returns must be accompanied with name address 7 proof of purchase : Entourage Extensions 4 the bridgeway, Portsmouth rd, Woolston, So19 7pe