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Treat yourself - we have hundreds of hair colours to choose from!

27th November 2009

Do you accept overseas orders?
Do you use airmail?
What postage methods are available to UK customers?
How long does delivery take?
What happens if my order doesn't arrive?
What happens if part of my order is missing something or damaged or I get the wrong item?
Can you ship to PO boxes or Armed Forces addresses?
Will I have to pay customs fees?
Can you mark the item as a gift to avoid customs fees?
Can I have a tracking number for my order?
What if I make a large purchase – is it insured?
What if I miss the delivery?
I got an email to say my order was shipped 2 days ago but it hasn't arrived. Where is it?

Do you accept overseas orders?
Yes! We will send items to most countries providing your billing and shipping addresses match.

Do you use airmail?
We send all non-UK orders by airmail so that you receive your order as soon as possible.

What postage methods are available to UK customers?
UK customers can have their orders sent by first class mail, first class recorded or by insured delivery for items over £25 in value.

How long does delivery take?
For the UK delivery usually takes around 1-2 working days after we update you that your order has been sent. For Europe it's about 3-5 days, North America 5-7 days and around 10 days for the rest of the world. It's common for overseas orders to take 1-3 weeks to arrive.

Please keep in mind that holidays, adverse weather and customs inspections can all delay the delivery of your order.

What happens if my order doesn't arrive?
Occasionally orders are lost in transit by the various postal services involved. This a rare occurrence but unfortunately it happens sometimes.
If it's been 15 working days (or 25 working days for overseas orders) and your order still hasn't arrived please do the following:
Check your email (don't forget to check your junk filter) to make sure we've sent confirmation that your order is on the way or in case we have contacted you with a query about your order. Some orders can be tracked online and we'll have emailed you a tracking code if this is possible. Please click here to view your order history which will show you any updates we've made to your order.
Check your post box for any missed delivery cards – this is the most common reason for orders going missing!
If you are still unsure as to where your order has gone, please email us with your name, order number (this can be found on any emails we have sent regarding your order or in your order history and let us know that your order hasn't arrived.

We can usually resolve any problems you have directly so please do not raise a dispute with PayPal or your credit card company without first letting us know that you have a problem. We don't get updates when orders are delivered so unless you tell us you haven't received your stuff we won't know there's a problem.

What happens if part of my order is missing something or damaged or I get the wrong items?
If there are any problems with your order please email us with the following details and we'll be happy to sort out the problem:
Your real name or username
The email address you use for your HairCrazy account
Your order number (this can be found in the email we sent when you placed the order or by logging in to your order history)
Information on the problem with your order.

If you've received damaged goods we might request a photograph of the damage so that we can prevent it from happening again in future.

Can you ship to PO boxes or Armed Forces addresses?
Yes but please note that valuable orders will require a signature on delivery.

Will I have to pay customs fees?
If you are not in a European Union country you may have to pay customs fees. This varies from country to country so please check with your local customs office before ordering.

Can you mark the item as a gift to avoid customs fees?
No, we cannot mark your package as a gift as this is fraudulent and against the law.

Can I have a tracking number for my order?
If you paid for Recorded Delivery, Insured Delivery or International Signed-For we will include your tracking number with your order history. Unfortunately it is not possible to track mail sent by First Class Royal Mail or Airmail.

What if I make a large purchase – is it insured?
We will replace or refund lost orders up to a value of £25. Above this amount we strongly recommend that you choose “Insured Delivery” for UK orders or “International Signed-For” for overseas orders or we will be unable to fully compensate you if anything should happen to your order in transit.

What if I miss the delivery?
If you miss your delivery the delivery person will usually leave a card advising you about redelivery or where to collect your package. Please be sure to collect it within the time limit stated. If you forget to collect your package we can't be responsible for its loss or for re-postage costs.

I got an email to say my order was shipped 2 days ago but it hasn't arrived. Where is it?
Usually orders sent by first class mail within the UK arrive in 1-2 working days. We send the majority of our orders by Royal Mail, so there can be a delay of a few days occasionally. Please allow an extra 5 working days before emailing us about your order as 90% of the time delayed orders will arrive within this timeframe.

If you're overseas please allow 1-3 weeks for delivery of your order.

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