Terms and conditions

Delivery & Returns

If you wish to return your item for a refund or an exchange you must do so within 30 days from the purchase date.

All items must be returned to us in its original condition complete with the invoice.

Please check you are 100% happy with your purchase, once the item has been used it can no longer be returned. The customer is responsible for the cost of the return postage unless the Item/s received was a substitution, faulty or incorrect and need to be returned, then delivery will be paid for by us, please contact us before sending them so that we can arrange the best way to return them.

You MUST ensure you are happy with the hair extensions before application. Any Discrepancies in colour/style/length/quality must be corrected before the band is removed from the pack and then the hair can be returned for an exchange or a refund. Once the band is removed you are accepting you are happy with the hair extensions and it is fit for purpose. If you have an issue with the quality of hair once fitted you must return ALL of the hair within 30 days of the purchase date for us to test the hair, if the product is deemed faulty a replacement or refund will be given

Phoebe-s will not accept liability for any item returned to us by you that is lost or damaged in transit, we recommend all items returned to us are sent recorded delivery.

Once the item has been dispatched it is then the responsibility of Royal Mail to delivery your parcel safely, they do not accept the parcel in transit as missing until 15 working days have passed, if 15 working days have passed and your item has not safely arrived this is when we can offer a replacement item or a refund.

Phoebe-s cannot be held liable for the performance of Royal Mail as we are bound by their terms and conditions.

It is the customer’s responsibility to enter the correct delivery address details at the time of ordering. If the customer enters the incorrect or incomplete address and goods are delivered to the wrong address, we are under no obligation to issue a refund or send replacement goods. If goods are returned to us due to an address error, we are not obliged to re-send at our expense, however a redelivery at our standard rate will be offered or a refund less the postal expense on receipt of the returned parcel.

Phoebe-s cannot be held responsible for any loss of income or costs incurred for any reason. 


Hair extensions are a natural product and issues can occur from time to time, should you have a quality issues you must return all the hair extensions within 1 month from the purchase date, if the correct aftercare steps have been followed and the hair is deemed faulty after testing by us we will offer replacement hair in this instance but will not offer any form of refund for products or fitting charges incurred.

Phoebe-s will not accept any responsibility for hair that has been coloured or altered in any way after purchase as we do not recommend colouring or toning of the hair. Our hair has already been through extensive colouring/bleaching processes therefore this is done at your own risk.

Phoebe-s will not accept any responsibility for incorrect fitted hair Extensions.

We take special care to show correct sizes and specifications and such descriptions and specifications, whist given as a guide and in good faith, all colours are as near as can be can show up different on different screen resolution.

All prices are correct at time of publication, Phoebe-s reserve the right to change, alter or amend any price at any time without notice.

Phoebe-s are liable only for the value of goods supplies and cannot be held responsible for any loss of income or costs incurred for any reason.


In the unlikely event you have a problem with one of our products, or our services please email us at sales@phoebe-s.co.uk and one of our team will get back to you.