HELP & FAQS

RETURN OF UNWANTED GOODS: * We only offer a refund policy on any unwanted returned goods. (No exchanges are possible) * All unwanted goods must be returned within 14 days of your purchase date. * A copy of the invoice or invoice number must be sent back with the products * An order number must be included and returned with any unwanted items. If you fail to include an order number, the return will not be processed and you will be liable for the return postage of re-sending the returned goods back to yourself. * All returns must be returned in fit for resale purpose. No banding/tags should be removed and the item(s) must be returned in its original packaging. * Any items that have been tampered with/used will not be accepted as a return and you will be liable for the return postage of re-sending the returned goods back to yourself. * We do not refund for any costs associated with the return of any items being sent back to us. * All items must be returned with a tracking number and proof of postage. This must be kept safe by you the sender until the return is accepted and processed. Ragdollz-hq are not held liable for any returned items that do not arrive to our office address and are not held liable for any damaged parcels in transit. * Once Ragdollz-hq have accepted a return, a refund will be issued and this can take up to 7 working days to be complete. RETURN OF DEFECTIVE PRODUCTS: * In the unlikely event that you have received a defective product, please notify Ragdollz-hq within 24 hours of receipt of your parcel. This can be done via our customer service email: ragdollz-hq@outlook.com * Please DO NOT dispose of any item(s) you believe to be defective as these items will need to be returned to us. * All items must be returned with a tracking number and proof of postage. This must be kept safe by you the sender until the return is accepted and processed. Ragdollz-hq are not held liable for any returned items that do not arrive to our office address and are not held liable for any damaged parcels in transit. * We do not refund for any costs associated with the return of any items being sent back to us. * Once the product has been returned, If it is agreed that the item has a defect, Ragdollz-hq will issue a refund and all postage costs will be included. This can take 7 working days to be complete. Proof of postage receipt will be requested for postage refunds. SYNETHIC CLIP IN & PONYTAIL RANGE - No returns or exchanges due to hygiene reasons. HAIRBRUSHES - No returns or exchanges due to hygiene reasons. RETURN OF USED FAULTY GOODS: - RD RUSSIAN MONGOLIAN HAIR LIFESPAN UP TO 12 MONTHS. - RD LUX HAIR LIFESPAN UP TO 18 MONTHS. - RD MID RANGE HAIR LIFESPAN UP TO 9 MONTHS. Above is with correct aftercare and regular professional maintenance appointments. We recommend using our Ragdollz-hq shampoo and conditioner. We advise up to either the 9/12/18 months depeding on thr grade you choose, but will not be held responsible if products do not reach that timeframe. We can not be held responsible for the end users lack of care/maintenance. **Please be made aware, because of the way our rooted shades are processed, there can be fading to the root shade. This can be evident as early as 6 weeks after initial fitting and is not a fault with the product. We recommend a professional re-colour on the rooted shade. ***We are not held responsible for any hair colours that do not meet expectation when a hair dye is reapplied. We do offer the shades without a rooted shade pre applied. Our hair products are processed from a ‘real’ product and will perform exactly like that of natural hair. Some donors hair may hold a style longer than another donors hair, some may require more maintenance than a previous set. It is impossible to advise 2 sets will react/behave the same. We would not deem this as a fault. We cannot guarantee every set of extensions will hold a style. * We issue a 30 day warranty on our hair extension products from the date of receipt. (This is due to the human hair being a consumable product). * Ragdollz-hq offer a replacement only for any goods proven to be faulty. * If an item has been used and a fault occurs Ragdollz-hq need to be notified within 24 hours of the fault via email: ragdollz-hq@outlook.com * If you fail to notify Ragdollz-hq via email, an investigation will not be started. A written paper trail of the complaint is necessary. * The item(s) will need to be returned within 7 days of notifying Ragdollz-hq of any fault. (This is to prevent any further fault occurring). * The goods will need to be returned to Ragdollz-hq in its entirety so we can fully investigate your concerns. *PLEASE NOTE: IMAGES OF THE FAULT WILL NOT BE ACCEPTABLE FOR RAGDOLLZ-HQ TO CONDUCT AN INVESTIGATION AND ESTABLISH THE CAUSE OF YOUR CONCERN. * If you fail to return the entire product Ragdollz-hq will not proceed any investigation and the items will be returned to yourself. * You will be responsible for returning the entire product to Ragdollz-hq. * You will be responsible for any costs associated with the return of any items. * All items must be returned with a tracking number and proof of postage. This must be kept safe by you the sender until the return is accepted and processed. Ragdollz-hq are not held liable for any returned items that do not arrive to our office address and are not held liable for any damaged parcels in transit. * Once Ragdollz-hq receive the item(s) an investigation will proceed and you can expect our evaluation within 7 working days. * If Ragdollz-hq agree a manufacturing fault is evident then an exchange will be offered. The exchange will be for the same product/quantity/cost as returned as per the sales invoice. * In the event of the product being unavailable, an alternative or refund will be offered. A refund can take up to 7 working days. Return postage costs will be refunded and proof of postage receipt will be requested. PLEASE NOTE: We do not advise our hair coming into contact with sun creams as the sun cream ingredients Avobenzone (butyl methoxydibenzoylmethane) and Octocrylene can cause discolouration. In this instance that the hair has come into contact with either ingredient or a reaction causing discolouration has occurred we advise a Malibu c hard water treatment sachet to be used to remove the discolouration. THE USE OF TONERS/HAIR DYES/PURPLE/COLOUR SHAMPOOS OR GOING AGAINST ANY OF OUR AFTERCARE ADVICE IS NOT SUFFICIENT FOR RAGDOLLZ-HQ HAIR EXTENSIONS TO ACCEPT/REPLACE/REFUND A PRODUCT WHICH YOU DEEM FAULTY. HAIR THAT HAS CHANGED COLOUR IS NOT DEEMED AS A FAULTY PRODUCT. HAIR THAT CHANGES COLOUR LIKE THIS IS DOWN TO A CHEMICAL REACTION BECAUSE OF SOMETHING THAT HAS BEEN USED ON THE HAIR OR SOMETHING THAT THE HAIR HAS COME INTO CONTACT WITH. A MALIBU C HARD WATER TREATMENT IS SUFFICIENT TO REMOVE ANY COLOUR CHANGES DUE TO A CHEMICAL REACTION. PLEASE REFRAIN FROM DESCRIBING THE ITEM AS FAULTY IF OUR AFTERCARE ADVICE HAS NOT BEEN ADHERED TO. * Lifespan up to 9/12/18 months with correct aftercare and regular professional maintenance appointments. We recommend using our Ragdollz-hq shampoo and conditioner. We advise up to 9/12/18 months but will not be held responsible if products do not reach that timeframe. We cannot be held responsible for the end users lack of care/maintenance. **Please be made aware, because of the way our rooted shades are processed, there can be fading to the root shade. This can be evident as early as 6 weeks after initial fitting and is not a fault with the product. We recommend a professional re-colour on the rooted shade. ***We are not held responsible for any hair colours that do not meet expectation when a hair dye is reapplied. We do offer the shades without a rooted shade pre applied. We don’t recommend the use of OGX aftercare. We advise professional salon products to be used with the exception of Olaplex. We are aware sulphate free hair care is so gentle to the hair and from time to time a build-up can be felt on the hair where the sulphate free product has failed to remove product build up etc. In this instance we advise a purifying shampoo and a deep condition afterwards. This is not advised every wash as the hair can become dry/brittle. Our hair products are processed from a ‘real’ product and will perform exactly like that of natural hair. Some donors hair may hold a style longer than another donors hair, some may require more maintenance than a previous set. It is impossible to advise 2 sets will react/behave the same. We would not deem this as a fault. We cannot guarantee every set of extensions will hold a style. DELIVERY: * All orders placed before 3pm Mon-Fri will be dispatched the same working day via Royal Mail. * Our standard delivery is 1st class signed for via Royal Mail. Please allow 3-5 working days to receive. * Any orders placed after the 3pm cut off point Mon-Fri will be processed/shipped the following working day, excluding Bank Holidays. DELIVERY DELAYS: * Ragdollz-hq are not held responsible for any deliveries that do not arrive within the Royal Mail stated times. We will work with you to help track / locate any parcel. * Ragdollz-hq are not held responsible for any delays or failure to deliver due to any cause beyond its reasonable control, or for Acts of God, acts of buyers, acts of any government authority, strikes, delays in transportation, fuel, or energy shortages. In any event we will work with you, for you to receive your goods as promptly as possible. MISSING PARCELS: * In the unlikely event of a missing parcel, (a parcel that cannot be located once it has been dispatched from Ragdollz-hq warehouse). We are unable to report the parcel ‘missing’ to our shipping courier for 15 business days as per their terms. * An order cannot be deemed ‘lost’ until this time has lapsed and therefore Ragdollz-hq are not liable to resend goods until a missing parcel claim has been accepted. * We will endeavour to work with you to make an application for a full refund of missing goods via Royal Mail. INCORRECT DELIVERY DETAILS: * Ragdollz-hq will not be held liable for any incorrect delivery details entered at the time of ordering. * In the event that goods are delivered to an incorrect delivery address due to incorrect details being entered at checkout, Ragdollz-hq are under no obligation to refund the order. * If the good are returned to Ragdollz-hq we will offer to resend the parcel to the correct details at a cost payable to yourself. * If the order is no longer required once we have received it then a refund can be made minus the shipping costs. * If a delivery error occurs due to a mistake made at Ragdollz-hq, we will take full responsibility for our error and aim to correct the error immediately. ORDERS: * Once an order is placed on our website, you agree to all terms and conditions. * Once an order is placed and accepted no amendments to the order can be made. * All stock available will be stated upon the website for purchase. * We do offer pre-orders. * All orders are to be paid for at time of purchase. * Ragdollz-hq can cancel, refuse or amend an order at any time.