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60 DAY RETURN & EXCHANGE POLICY

Delivery & Returns

We ship Worldwide!

All our items are sent from the UK by Royal Mail, DPD or DHL tracked delivery. 

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

Most items (depending on stock) are shipped within 1 to 3 working days of receiving payment. 

If an order is of a 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.

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 cant do anything further in terms of changing or amending orders.

Shipping Costs:

United Kingdom Delivery:

Standard Tracked DPD delivery: FREE

Next Day delivery: £6.80

UK 'next working day' delivery - £6.80  (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 Royal Mail MAY still deliver your Foxy Locks to you on Saturday.

United States Delivery:

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

Worldwide Delivery:

Tracked International delivery: £9.50

Worldwide Express: (Prices available upon checkout)

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

Approx 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.

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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’s 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 Neighbor

Request for your order to be left with your neighbor 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.

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Returns

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 main cardboard part of the packaging with 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 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 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 a 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

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 responsibly 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 are 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.

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