Frequently Asked Questions

Email Support

Support Email

info@realhairlondon.com

Phone Support

Support Phone

+44 7985344152

Check most frequently asked questions here, if you still need help then please contact us at info@realhairlondon.com

Account

The answer is no!

Please do not share your account details with anybody else but yourself.

If you are shopping from a mobile, laptop or computer device, select the female icon at the header of this page in between the shopping bag “🛍” icon and the search icon “🔍”

Creating an account at Real Hair London comes with all the extra perks of course.

Manage your orders online with ease. View order history, click to get shipping updates and track orders. Your account will give you access to all of your order details, stored in one place. manage your address book by login into your account to, edit or add a new address.

📧 : info@realhairlondon.com

 

We adhere to respond to your email inquires within 72 hours of receipt. Or telephone our office line from Monday - Friday 9am - 10pm on +44 7985344152 and we will be able to assist you.

No need to panic!

As long as you remember the email you used to create your account. Click to login to your account with your email address as usual and select “forgotten your password” to change your password to something more secure that you can remember.

Discount Codes

By registering your email with us at the footer of this page.

Apply your discount code at the cart after you have entered your shipping details on the payment page.

No, you can only redeem 1 discount code per order. The discount code section at the cart only caters to 1 discount code entered per order.

Yes, enter the discount code and the gift card number issued in the box where applicable in your cart after adding your shipping details.

Gift Card

Customers can click “resend gift cards” from their order confirmation email. This link will only work if your order has been fulfilled.

Yes, provided there is still a balance left on the card.

No, you cant reload a gift card once the total balance has been spent. Please purchase another gift card.

Customers are not able to check the balance remaining on their gift card manually.

To request the amount remaining please reach out to support at info@realhairlondon.com and the remaining balance will be issued to you via email.

Yes, a customer can use another gift card at the checkout to redeem value at the same time in one transaction.

No, you can’t use a gift card to purchase a gift card.

Yes, gift cards are applied to the final order total which includes shipping and taxes. 

Yes, gift cards are a form of payment.

If your refund has been approved by us and your payment was made using a gift card, then the amount refunded will go back to the gift card.

If payment is to be refunded for an order made using a gift card and other forms of payment, we will split the amount and refund the amount spent via gift card back to the gift card and debit/credit back to debit/credit card or Klarna.

Yes, you can still use your gift card to redeem the remaining balance until it has been spent.

Orders And Payments

Select the products that you like and add to cart.

 

You can attach more information like your measurement details in the note section of your cart. Contact us on +44 7985344152 to place your order.

We accept all major methods of payment, including debit/credit card at the checkout.

For a speedy service from order to delivery, we prefer direct payment. Direct payment ensures that your payment has reached us directly and we can process your order immediately.

To use direct payment via bank/faster payments deposit to Real Hair London business banking. Please add to cart and checkout then we will send you your invoice to collect payment for your order, or contact us via email at info@realhairlondon.com or add us on messenger. To request this option click here Real Hair London available to chat now! 

For a secure chat entry, just scan our QR code below. Or hold the image down for more options on your device.

Real Hair London Watsapp business account

Product Information

At Real Hair London we cater to all women and ethnicities across the world. We have crossed the globe to bring you the most impeccable virgin, unaltered human hair extensions. Our classically timeless wigs are custom hand made, paying close strategic attention to detail. You can be guaranteed that your luxury piece has been constructed with the worlds most exquisite raw human hair. Our craft guarantees the most exclusive wigs in the real hair industry. You are welcome to experience our house of luxury at Real Hair London. Put your feet up and grab yourself a coffee or better yet a glass of champagne and just take your time to browse. Lace is a luxury lifestyle.

All of our hair extensions and lace systems are 100% human hair. Our wigs are glueless and also suitable for glueing on, sew in or it can be worn securely as it is.

Hair density

This density chart is a guide to determine how much hair is used on the wig and frontal cap and how full your lace will appear. Please note that the type of hair used and how it is styled may determine the hair density. For example, wavy and curly hair expand when combed out and appear thicker. Light densities are not advised for straight hair textures as it has less volume and fullness.

To get the most natural look, we suggest you select a density similar to your own.

Our wigs at Real Hair London are very versatile and can be re-styled into a hairstyle you desire. You will be able to style and part anywhere on the lace replicating a real life scalp appearance. This makes our wigs look very natural. We call it “illusion lace or illusion hairline”.

Choose between our Thin Swiss lace or Hollywood Film Lace (HD), each lace is of superior and is a matter of choice and preference.

Thin Swiss Lace is extremely soft yet durable. It’s the most popular lace on the market as it has the capabilities to give a beautiful melt into your skin, mimicking your natural hairline without leaving a line of demarcation. At Real Hair London we use Hollywood HD Film Lace & Thin Swiss Lace. Hollywood High Definition Film Lace (HD) is the thinnest lace in the hair industry. More care should be taken when wearing HD lace. It is very delicate and is the softest lace you will find anywhere in the world. We may as well call HD second skin. As you will never experience a more effortlessly seamless blend, from your skin to the lace itself. It is literally undetectable and no one will ever question if you are wearing a wig.

Absolutely!

At Real Hair London all of our hair extensions are versatile and can be styled as desired. This includes blow drying and curling. Curls and waves can be restored after washing.

Yes, you can use styling products on your hair extensions. It is recommend that you keep products to a minimum to avoid extreme residue. We strongly suggest avoiding alcohol base products as they can alter and shorten the life of your hair extensions. Alcohol products have a drying effect which in turn will damage the lifespan.

Yes, you can apply oils or serums to your extensions. We recommended to keep the movement and fullness of your Real Hair London hair extensions, it is not recommended. If oils or serums is to be applied we recommended to use it in small quantities so the integrity of the hair is not affected.

Our hair extensions come in natural colour 1b. Our hair extensions may also be bleached and dyed to achieve desired results on coloured wigs and hair extensions.

Yes, our hair extension are 100% unprocessed Virgin Human Hair that can be coloured, bleached and dyed. Professional colour should be done by a Licensed  Cosmetologist.

Yes, you can and it is highly recommended that you let your hair air dry. At Real Hair London our hair is 100% Virgin Human Hair which means you should treat them as your own. Shampooing should be done to keep your extensions from product build up (maybe twice a month and co-wash in between) make sure to use sulfate free shampoo and heat protector before blow drying.

Yes, you can swim in your hair extensions but it's not recommended.  If you do swim we suggest putting your extensions in a bun to keep it from tangling when wet. Take extra care to shampoo your extensions with clarifying shampoo to remove chlorine, followed by a moisturizing shampoo and conditioner to preserve the life of your extensions. Use good products as you would with your natural hair to keep your hair extensions in the best condition.

Refunds And Returns

Real Hair London pride in high levels of customer satisfaction. We maintain a very high level of quality control whilst ensuring that our customers receive nothing short of the finest quality of human hair extensions and lace systems. All of our hair products are derived directly from its countries of origin and are prepared by the most skilled craftsmen in the industry.

As part of our quality assurance measures, every order is thoroughly inspected before shipping in order to maintain the premium standard requirements of our customers.

Due to the nature of our products, all sales are final. Refunds are not allowed, however exchanges may be accepted subject to the terms and conditions listed in our refunds policy.

Real Hair London refund policy click this link to view

* All products are throughly monitored by photo image and video recording before products are sent out to customers. This will ensure that there is no damage to the product before sending out.

Yes,

  • We will agree to exchange any purchased product for another product of an equal value or offer store credit if the product is reported to us within 72 hours of the recorded receipt of the item and no later
  • We will not accept any returns or exchanges of any products where the seal holding the hair together has been untied or cut off due to sanitation requirements
  • We will not accept any returns or exchanges of any products where the seal has been broken, damaged or tampered with due sanitation requirements.
  • All shipping and handling costs will be at the customer's expense, therefore we suggest sending through a courier that provides tracking information and delivery confirmation as we are not responsible for missing or lost packages.
  • We must receive the merchandise before an exchange can be made.
  • In the specific case of customized lace wigs, handmade wigs, lace frontals and lace closures, hair wefted bundles, they will not be accepted for returns or exchanged once the order has been placed

In a case where any of the conditions above are not met, we reserve the right to refuse an exchange.

Don’t! start to process a return without confirmation from us first. Once your return has been confirmed we will confirm the correct returns address to be processed for strict checking.

To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, with tags, and in its original packaging with the seals intact. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@realhairlondon.com. If your return is accepted we will send you instructions on where to send your package to. All shipping and handling costs will be at the customer's expense therefore we suggest sending items through a courier that provides tracking information and delivery confirmation as we are not responsible for missing or lost packages. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at

[Re: Returns] info@realhairlondon.com.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

📧: info@realhairlondon.com

We adhere to respond to your email inquires within 72 hours of receipt.

📞: 020 8087 2787

Office lines are available Monday-Friday 9am-5pm.

We will notify you once we’ve received and inspected your return, and let you know if the refund or return was approved or not. If approved for a refund, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund back to you.

Shipping And Delivery

All of our items and products at Real Hair London are custom handmade. Once a order is placed it can take up to 7-28 working days for processing.

In most cases it will usually take up to 7-15 days for your order to be dispatched. Please be considerate of the timing before contacting us to get a order update. You can do this by checking your order date next our processing timing of up to 7-28 working days from the date you placed your order. You will be notified via email once your order has been dispatched with the tracking number to track your order online.

Once a order is dispatched it can take a further 1-4 working days for delivery to be made depending on your chosen courier.

DPD, Royal Mail and DHL international shipping services are all 1st class, secure and trackable online.

Delivery: DPD

Courier: DPD Tracked & Signed: Orders for delivery within the UK are £12 and sent via DPD. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 10:30am - 12pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.

Delivery: Royal Mail

Courier: Royal Mail 1st Class Tracked & Signed: Orders for delivery within the UK are £12 and sent via Royal Mail. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 9am - 1pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.


Delivery: DPD 

Courier: DPD Tracked and Signed. Heavy Goods: Orders for delivery within the UK are £24 and sent via DPD Heavy Goods. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 10:30am - 12pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.


Delivery: Express (1-3 business days)

Courier: DPD Tracked and Signed: Orders for delivery within the UK are £150 and sent via DPD Tracked and Signed. We use 1st class signed for tracked and traced. You will be able to track and trace your items online with a reference number provided to you by us. You will be notified if you opted in via email and or sms. Delivery time is next working day after your order has been dispatched. All deliveries are made between 10:30am - 12pm, which would need to be signed for (except bank holidays). A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.

Delivery: DHL international 

Courier: DHL The (rest of the world) delivery 1-4 working days: Orders for delivery using DHL express international delivery is charged at £65. Delivery time is 1-4 working days. You will be able to track and trace your items online. A tracking number will be sent to you via email and or sms once the order has been fulfilled and dispatched.

Failure to sign for the delivery would result in the package being sent back to your local postal depot for collection. 

Wig Tips And Tricks

Lace wig application tips

The following products are optional and may be required:

  • Scalp Protector
  • Rubbing alcohol
  • Got2b (mild/strong hold)
  • ULTRA HOLD (long lasting lace adhesive)
  • Cotton buds/Q tips
  • 2 Small makeup brush (for gluing and makeup)
  • Cotton wool
  • Nude lip pencil
  • Make-up powder
  • Hair clip and pins
  • Baby wipes
  • Comb 


Step 1 - Clip hair up and pin baby hairs away from your face to prevent it from touching the glue.

Step 2 - Carefully cut the lace around the perimeter of the full lace wig system, frontal or closure

Step 3 - Remove excess oil from your hairline (where you want the lace placed) with cotton wool and rubbing alcohol. Repeat this until the skin is clean and feels oil free.

Step 4 - Apply scalp protector along your hairline. This will act as a barrier between your skin and the adhesive. This mainly favours those who workout or with sensitive skin.

Step 5 - Use a nude lip pencil (that matches your skin tone) to trace dots along your hairline where you want your lace positioned. For best results, make sure there is a 4 finger (horizontal) space from eyebrows to traced line.
Step 6 - Apply a thin coat of Ultra Hold glue using a small makeup brush or cotton bud/Q tip. Wait until the first coat is dry (approximately 5minutes) before applying a thin second coat. Wait until the glue feels tacky (can take up to 10 minutes) - this should feel like tape. Do not use a blow-dryer and allow it to dry naturally so it sets properly. If it is still wet, use a small makeup brush to sweep in a horizontal direction until it's tacky.

Step 7 - Use fingers to accurately position lace down on the tacky adhesive. Make sure that it is aligned precisely i.e. the middle parting is positioned in the centre point of your forehead or the side parting is positioned above brow arch. Then from one edge to the other, use the flat edge of a comb to firmly press the lace on the scalp until it feels secure.

Step 8 - Apply powder makeup to the parting and edges of lace with a clean makeup brush or cotton bud/Q-tip. This is to add to the illusion of it growing from your scalp.

Please avoid any heat like hair dryers 24hours after lace application. This is to prevent from lifting.

Lace wig removal tips

The following products are optional and may be required:

The Got2b products can be removed with Luke warm water and a cloth, using a gentle patting motion.

To remove stronger lace adhesives see below:

Step 1 - Spray the C-22 Solvent along the required areas of your lace and hairline and leave on for 3 minutes

Step 2 - Gently lift your lace up (you may need to spray more if necessary). Removing the lace with care will prevent hair loss.

Step 3 - Gently wipe the area of your lace that needs to be cleaned onto the mirror (it may help to start from the top and work your way to the bottom of the mirror)

Step 4 - Clean the adhesive residue off the mirror using baby wipes. Make sure you dry the mirror with towel before you continue

Step 5 - Repeat this process until the entire lace is clean.

Step 6 - Now wipe your actual hairline with baby wipes before washing it with soapy water. Continue to clean until oil residue is removed

Step 7 - Wipe your hairline using cotton wool and rubbing alcohol

Step 8 - If your lace is feeling greasy, then shampoo and condition (please refer to hair maintenance for a step by step guide on how to wash and condition)

TIP If there is residue or glue on the hair cuticles, simply spray a fine mist of C-22 Solvent to a thin tooth comb and gently remove it off the hair

Lace wig tape application tips

Step 1 - Cut double sided tape into desired shapes. Peel one side of the tape to expose the adhesive and press to your skin around the perimeter of your head below the hairline.

Step 2 - Place your lace on your head and position it so that the perimeter edge of the lace lines up with edge of the tape.

Step 3 - Peel tape off to reveal the adhesive. Attach lace by pressing and holding it to the adhesive for 1 minute.

Step 4 - Apply powder makeup to the parting and edges of lace with a clean makeup brush or cotton bud/Q-tip. This is to add to the illusion of it growing from your scalp.

TIP Leave small spaces between the tape strips, to allow moisture to escape.

Lace wig tape removal tips

Step 1 - Using your fingers, gently lift a corner of the tape and gently peel off the lace.

If there is any tape residue remaining on the system, please follow the cleaning instructions above.

It is recommended that you remove your lace wigs, frontals and closures every 1-2 weeks for cleaning. This would preserve the hair and keep the appearance looking immaculate.

got2b by Schwarzkopf is the perfect spray to adhere your lace products to your skin temporarily for the day.

Spray evenly across your hairline where you wish to adhere the lace. Wait 2-3 minutes until the spray feels tacky. You can also opt to apply a second or third layer if you wish. Apply the lace to the area of skin where you have just sprayed and allow to dry for 10-15 minutes. 

💡A top tip is to secure the lace down further by applying a hair scarf to the area whilst drying.

Great to know that you can purchase a bottle of got2b by Schwarzkopf here 👉 Lace Adhesive Hairspray

In order to remove got2b, use a damp cloth soaked in lukewarm water. Wipe the area clean until all the residue has come off. Gently wipe the excess water away and pat your skin dry.

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