Frequently Asked Questions

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.

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.

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.

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.

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.

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.

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.

Real London Rewards is an exclusive loyalty program tailored for shoppers at Real Hair London. By signing up, you'll earn points on every purchase, unlocking exciting rewards and discounts tailored to your hair shopping needs.

Joining Real London Rewards is quick, easy, and completely free! Simply sign up online and start earning points immediately with no membership fees or hidden costs.

As a member of Real London Rewards, you'll have access to a range of enticing rewards, including discounts on wigs, extensions, hair products, and exclusive member-only offers to enhance your shopping experience.

Yes, you'll earn points on every pound spent at Real Hair London, including purchases of wigs, extensions, hair care products, and accessories, ensuring that every shopping trip is rewarded.

Redeeming your hard-earned points is simple. You can conveniently redeem your points online at Real Hair London's website. Choose from a variety of redemption options, including discounts on your favorite hair products, wigs, or even free items, all designed to make your shopping experience even more rewarding.

No need to worry about your points expiring. Your Real London Rewards points are valid indefinitely as long as you remain an active member, allowing you to save up for bigger rewards or redeem them whenever you please.

Real London Rewards points are non-transferable and can only be used by the account holder. However, you can use your points to treat friends and family to discounts or freebies during your next shopping trip at Real Hair London.

Monitoring your points balance is a breeze. Simply log in to your Real London Rewards account online or check your points balance on your receipt after each purchase at Real Hair London, ensuring you're always in the know about your rewards.

Absolutely! Real London Rewards members enjoy exclusive access to special promotions, early access to sales, events, birthday treats, and other exciting perks to enhance your shopping experience at Real Hair London.

If you have any questions or encounter any issues with your Real London Rewards account or points balance, our dedicated customer service team is here to help. Simply reach out to us via email or phone, and we'll resolve any concerns promptly.

Yes, protecting your privacy and personal information is our top priority. Real London Rewards adheres to strict security measures to ensure that your data remains safe and confidential at all times, giving you peace of mind when joining our loyalty program.

Yes, we occasionally run referral programs and special promotions where you can earn bonus points by referring friends or participating in specific activities. Keep an eye on our website and social media channels for updates on these exciting opportunities.

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.