Shipping & Delivery

If you wish to cancel an order, please do so immediately via telephone. You will not be charged any penalty and your payment method will also be cancelled. If your order has already been shipped, we are unable to cancel your order.

Monday to Friday          9am to 5pm
Saturday to Sunday       Closed

How Do I Return an Item?

Our returns address:

SWAY Hair Extensions
PO BOX 460
PAIGNTON
TQ4 9DY

Please add a note to your returned parcel including your order number and reason for your return.

You can return items to us within 30 days of receipt. Due to hygiene reasons, returned items must be unopened, in the original packaging and the Silver and Hygiene security tags must be intact keeping the bundle together. Failure to do this will result in the item being returned to the client at their cost.

If you are returning outside of the UK, goods must be returned within 30 days of receipt in the original shipped condition and original undamaged packaging. The Silver and Hygiene security tags must be intact, and you are responsible for any returned goods until they reach our warehouse.

*Please be advised any clients outside the UK may be liable for import tax, this would be at the discretion of the countries customs policies and is charge accordingly.

Can I Exchange Items?

No, we do not allow exchanges.

Do I Have To Pay To Return An Item?

We do not offer free returns, it is the customers responsibility to pay for the return of products.

A £1 fee is charged on a returned order to cover the cost of packaging and all used packaging is recycled on behalf of the client.

Additional Information

Any returned goods that we receive which are outside of our Returns Policy will be returned to the billed clients within 7 days of receipt, a reason for this decision will be provided.

We will return the returned goods back to you at your cost and payment for postage will be required before dispatch with our customer services team on 0333 207 4472, if the payment is not made within 91 calendar days the item will be destroyed.

This does not affect your statutory rights.

Missing Orders

We are unable to report an items ordered via Royal Mail missing until 15 working days after the shipment date, this rule is set by the delivery courier service.

An item is not deemed as lost until after this time and a full investigation will be carried out by our client services team and the courier service.

Any late or missing parcels sent via DPD/DHL must be reported to us within 24 working hours. This rule is set by the delivery courier service.

Any item deemed as lost once leaving SWAY HQ will not be refunded, but replaced like for like at the discretion of SWAY Hair Extensions Trade Ltd.

In the event of an investigation being opened into the whereabouts of a missing order, no further action can be taken from SWAY Hair Extensions Limited until the postal organisation has concluded their investigation and passed on their findings (please note this can take up to 30 working days)

Our terms and conditions will be governed by, and in accordance with English Law and subject to the jurisdiction of the Courts of England and Wales. The goods sold on swayhairextensions.com to trade customers are sold as ‘trade’, not covered by legislation that protects ‘non-trade’ consumers.