FREE UK & USA SHIPPING AVAILABLE
TRUSTPILOT "BEST EXTENSIONS EVER"
BUY NOW, PAY LATER WITH KLARNA

Delivery & Returns

We ship Worldwide!

COVID 19 Service Notification: Due to restrictions placed on sending items to certain countries, we may have to contact you to pay upgraded shipping as for example, we can't send standard mail to Australia as Australia have restricted all non-express services. So if you check out using a non-express standard service, there is a chance we will need to contact you to pay the increase. This is not something we have introduced for no reason or have any control over. If you wish to receive the items and live in a heavily restricted country the increase in shipping needs to be paid by the customer. if you do not wish to pay it, we will cancel and refund the order - see link here for all countries affected. 

Delivery Information

All our items are sent from the UK by DHL tracked & signed delivery services. 

Worldwide orders are sent by International Signed For service. All services require a signature upon delivery, someone should be at the delivery address to receive the item.

It is the responsibility of the buyer to make sure that the address has been entered fully and correctly at checkout. Once an order has been placed we are unable to change the delivery address due to strict shipping schedule. Please double-check the address you are entering as we will NOT be held responsible for packages that are sent to the wrong address that the buyer has entered.

DHL do not deliver to P.O Box addresses. If you have entered a P.O box or Military base address, you will be contacted prior to dispatch.

Most items (depending on stock) are shipped within 1 to 3 working days of receiving payment. This dispatch time does not include ‘pre order’ items. Pre Orders will have a different estimated dispatch time which can be found on each individual item listing.

If an order is of high value (over £350), please note that a further shipping fee may be required to add shipping insurance to your package. If this may apply to you, then you will be contacted via email prior to your order being shipped. 

We cannot guarantee that you will or will not be charged any customs taxes. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Please note USA & European Union Countries will not have to pay taxes.

Order Amendments

Should you wish to change your order after making it but before dispatch please note the following timescale:

Orders placed via an express service (Next day or DHL) have 30 minutes from placing their order to amend/cancel. Orders placed via a standard service have an hour to amend/cancel.

If you do not contact us in this timescale, we can't confirm your order will not of already been dispatched as we have several collections for orders throughout the day. We will try and assist you and if possible we will help but once you have placed your order please do note that once dispatched we can't do anything further in terms of changing or amending orders.

Shipping Costs

United Kingdom Delivery:

UK - 2/3 Days Delivery via DHL Under £30 : £2.99

UK - 2/3 Days Delivery via DHL Over £30 : Free

UK - Next Day Delivery (Monday - Friday) | DHL Express Service : £4.50

UK Saturday Delivery Upgrade - Royal Mail (Order by 3pm Friday) : £11.99

UK 'next working day' delivery - £4.50  (Next Day delivery orders placed before 3pm should be dispatched the same day, UK only, excludes weekends) If you order on a Friday before 3pm then delivery is not guaranteed until Monday (unless it is a Bank Holiday and then it will be Tuesday). Your order will arrive with you on the next working day.  Although DHL MAY still deliver your Foxy Locks to you on Saturday.

Royal Mail Saturday delivery Upgrade Information - if you wish to receive your order on a Saturday, you can choose this option at the checkout if ordered before 3pm on Friday.

Due to staff shortages, Royal Mail have reviewed their guaranteed delivery services. From Tuesday 31st March onwards, guaranteed delivery by 9am the next working day will change to by 12pm the next working day. Our guaranteed delivery by 1pm the next working day will now change to by 9pm the next working day. It is possible for further delays to arise due to the staff shortages and therefore it is possible your shipment may arrive the following working day. 

Remote Area Delivery in the UK 

If you live in one of the UK's designated remote areas, the price to pay for living in a beautiful place is extra postage costs. Should your order get flagged to us as Remote, we will contact you to pay the surcharge. Usually this cost will be £10. this fee is levied to us on top of the original postage costs. Should you not wish to pay the remote charge, we will cancel the order and refund any monies owing in full. Unfortunately the remote area surcharge is not a charge applied by Foxy Locks and is applied by the postal/courier service used.

 

USA Delivery

USA DHL Express delivery: FREE (Orders £50 & over).

Remote Delivery Areas Worldwide

If you live in a designated remote area, the price to pay for living in a beautiful place is extra postage costs. Should your order get flagged to us as Remote, we will contact you to pay the surcharge. Usually this cost will be £10. this fee is levied to us on top of the original postage costs. Should you not wish to pay the remote charge, we will cancel the order and refund any monies owing in full. Unfortunately the remote area surcharge is not a charge applied by Foxy Locks and is applied by the postal/courier service used.

Worldwide Delivery

Tracked International DHL delivery: £9.50

Worldwide Express: (Prices available upon checkout and location dependent)

We are only able to ship on Business days (Monday-Friday, excluding bank holidays). 

Approximate delivery times:

WITHIN UK – 2 to 3 working days

EUROPE Standard - 5 to 7 working days

WORLDWIDE Standard – 7 to 14 working days

EXPRESS DHL - 2 to 3 working days

Bank Holidays/Public Holidays

Foxy Locks do not open on UK Bank Holidays or Public Holidays. This means your order may be delayed in delivery. Please contact us before ordering at these times to ensure you fully understand the expected delivery dates during these times.

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

DHL Important Information for On-Demand Delivery.

Our shipping partner, DHL, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On-Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you.

Once your order has left us and is with DHL, they will contact you via SMS and/or email to let you know when to expect the delivery. If ODD is available in your location, this message will also contain a link to the ODD site. All you need is your tracking (shipment waybill) number.

Here are a few options you can select to customize your delivery:

Schedule Your Delivery

If your estimated delivery date doesn’t suit, you have the option to select another date within 5 working days.

Where available, you’ll also be able to select a timed window to receive your order.


Signature Release

If you’d prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, FOXY LOCKS Ltd and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered. We do not recommend removing this feature.

Leave With Neighbour

Request for your order to be left with your neighbour by providing DHL with their house number and any further instructions. Please note that if you select this option, FOXY LOCKS Ltd and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered.

Collection from a DHL Service Point or Parcel Locker

If you won’t be in for your delivery, you can choose to pick this up from DHL Service Point.

DHL ODD will show you the nearest DHL Service Points, so you can select which one works best for you. They’ll then contact you to let you know when it’s ready to collect and how long you have to pick up your delivery. Please note that if the parcel is not collected within this timeframe, it’ll be sent back to the DHL depot.

To collect your parcel from a DHL Service Point you’ll need to bring two forms of ID:

A photographic ID (e.g. passport or driving license)
Your email/SMS notification from DHL

In the UK, you can also select an InPost Locker to pick up your order from. When your order is ready to collect, DHL will provide you with a key code by email and/or SMS which you’ll need to collect your parcel. They’ll also let you know how long you have to pick up your purchase.


Vacation Hold

Still on vacation? You can request DHL to hold your delivery for up to 30 calendar days for you.

Where available, you’ll also be able to select a timed window to receive your delivery.

--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Foxy Locks delivery claims

If you have not received your order, and dispute delivery you are able to raise a claim if required. Claims can be raised for missing parcels, or ‘denial of receipt’.

Lost/Missing shipments

If your shipment has been lost in transit, Foxy Locks can raise a claim on the recipient behalf. Claims can be opened 20 days after the estimated due delivery date. Unfortunately we are unable to raise a claim for shipments that are older than 4 months or 30 days if shipped via DHL express. This time is from the date of original dispatch.

‘Denial of receipt’ claims

If your shipment shows as ‘delivered’ and you have not received your order, please let us know. On occasions delivery may be made to your neighbour (not necessarily the property next to, or directly opposite you), so please check with all possible neighbours before contacting us. If you cannot locate your shipment we will raise an investigation on the recipients behalf, and once instructed to do so a claim will be filed. Foxy Locks will continue to update you throughout the claims/investigation process where possible. 

If you wish to dispute the delivery status of your order you will need to collect a Dispute Form from your local post authority, complete it and then scan & send to us so that we can then file a claim on your behalf. Without that Dispute Form we cannot assist further, and orders scanned & marked as delivered will be considered as completed. 

Claims processing time

For UK/International DHL Express shipments the approximate time for investigations is 14 working days (times may vary depending on each individual claim and therefore may take longer). Following the investigation period, the claim processing times are an additional 14 working days approximately.

For DHL standard International (Deutsche Post) shipments, the investigation process takes approximately 10 working days (time may vary depending on each individual claim and therefore may take longer). Following the investigation period, the claim processing times are an additional 6 weeks approximately. On occasions further information may be required from you - the customer. If you dispute the delivery status of your order you will be required to collect a Dispute form from your local authority, complete the form, scan & send back to us. Unfortunately without the form a claim cannot be made and orders scanned & marked as delivered will be considered as complete. 

Please be assured Foxy Locks are here to help, and we will support our customers throughout the claim process. Due to the current pandemic, please note that the postal services are operating a reduced service and therefore claim processing times may take longer than usual.

If your shipment was delivered by Royal Mail, the claims processing time is approximately 30 days for UK shipments, or 90 days for International shipments. 

Unfortunately we cannot refund you or replace the goods until the claim has been finalised and the shipment is declared as lost. 

Returns for Foxy Locks orders made on our website

We will happily exchange your item if it’s not the right colour. 

We completely understand that choosing the right colour from a computer screen cannot always be easy, to ensure the exact colour please send us a sample of your own hair and we will try and match it, or you can simply upload your photo onto our colour match form.

If you are not satisfied with your product you can ship your item back to us within 60 days of receipt, unopened.  


Please note if you choose a 'free shipping' option, a fee will be deducted to cover original shipping costs if you return for a refund only.

Before returning or exchanging, please make sure the security seal has not been removed or damaged, and that the tester piece of hair is returned in its original state.

Due to hygiene reasons, we only offer refunds/exchanges on hair products that have not been opened, worn or tampered with. All packaging must be returned with any return or exchange. 

Click the link at the bottom of this page to download your returns form, please print it & fill it in correctly.

A free exchange only applies to one exchange (we will ship the replacement back to you free of a postage charge), if you need to exchange twice on the same order, a small shipping fee will apply.

You will be refunded the product price at the time of purchase only, postage is non-refundable. We cannot refund or exchange re-dyed/coloured hair extensions.

Gift vouchers cannot be returned or exchanged for a card refund.

If returning for a refund and you claimed a free gift, you must return the gift or this will be deducted from your refund total. 

All returned items that were paid for with a gift card will be refunded as store credit for you to use against a future purchase.

Returns address:

Foxy Locks Ltd C/o Returns
The Atrium - Top Floor
13/14 Market Place
Penzance
TR18 2JB
UK (Great Britain)

We recommend that you use a tracked service for your returns. 

Please do not ship any returns back without filling out & including your returns form (which can be found at the bottom of this page). Return shipping costs are the responsibility of the customer. 

Please state on parcel 'RETURN - NO DUTIES'

We do NOT accept returns through FedEx. 

IMPORTANT - When returning from outside the UK, then please ensure that you complete the customs form correctly (if outside of the EU) to reflect that the contents of the package are a customer return, with no sale value.  Foxy Locks Ltd is not responsible for any such charge.  Should the returned package attract a customs charge upon entry to the UK, then the package will automatically be returned back to you by the postal service before reaching us. Thank you.

Returns for Foxy Locks orders made Via Amazon or eBay

#AMAZON# #Ebay# If you have ordered on the Amazon or eBay website, do not use the returns form found on this page or try to return your purchase through the website - you need to do all returns via the amazon or eBay platform. If you do return your order via the website it will make the timescale increase.

Related downloads:

Top