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.
Brexit Impact on Customs charges: if you are buying from us and are based abroad you may be charged customs duties by your government.
All charges to do with importing goods are the responsibility of the customer. We don't have any control over customs charges levied by governments around the world on the importation of goods.
Every country has its own specific rates for duties and it's worth frequenting the possible charges you may incur as a result of buying goods from an international seller.
Please note, any order that's declined/refused delivery by the receiver due to a customs charge reason will only get refunded on the successful return of the item to us and we will refund the full order amount minus any customs charges or return postage fees and the initial postage payment (if any) applied to the shipment that we have to pay as a result of you refusing the order.
All our items are sent from the United Kingdom by DHL, Deutsche Post and Royal Mail tracked & signed for delivery services.
Worldwide orders are sent by DHL Express International Tracked & 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. If delivery has been unsuccessful or the order has been refused and is being returned to the sender, we will be in contact with you via email once received to discuss redelivery or a refund. Refunds or replacements cannot be offered until the parcel has arrived back at the Foxy Locks warehouse.
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. All Pre Order release dates are approximate and a guide only, therefore subject to change.
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.
Should you wish to change your order after making it but before dispatch please note the following timescale:
Orders placed via an Express services (Royal Mail UK Next Day or DHL) Express 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.
United Kingdom Delivery:
UK - 2/3 Days Delivery via Royal Mail Under £30 : £2.99
UK - 2/3 Days Delivery via Royal Mail Over £30 : Free
UK - Next Day Delivery (Monday - Saturday) | Royal Mail (Order by 3pm) : £5
FREE Saturday UK Delivery on orders over £50
UK 'next working day' delivery - £5 (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.
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 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.
Deutsche Post International Tracked & Signed delivery: £6.50/£9.50
If your package is over the maximum weight for this service (2kg), you will be contacted by our customer service team who will assist you with upgrading your shipping to International DHL Express delivery as further payment will be required.
Worldwide International DHL 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 10 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.
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.
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’.
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 8 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. Any product that has been altered, cut, dyed or toned voids any chance of return (this also includes items being returned for further investigation). If your return does not comply with our policy and is unable to be accepted, this will be returned and a small shipping fee is liable to be paid by the customer.
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.
For all international returns, you must put the Commodity code 67042000 on the customs form on the parcel you are returning to us. Failure to do this may incur delays and deductions from your refund for all incurred costs from not doing so. If you need any assistance please email us, and we will be happy to help you get your returns correct before you send them so there is no issues.
Foxy Locks Ltd C/o Returns
16 Marsh Lane Industrial Estate
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' and use the commodity code 67042000
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.