Elysee Star Weaving Thread - Brown

General

We pride ourselves on our great customer service.  We're here to answer any questions or help with any issues.  We want you to be 100% happy with your order.

Most issues can be avoided by reading the product description and the FAQ before placing your order.

We always provide all information up front so that you are aware of shipping times and item specifications prior to placing your order.

How do I place an order?

Simply select the item and click the add to cart button. When you are ready to check out, Click on 'Cart' in the top right.  You can view your cart there and adjust quantities or remove items before checking out.

Can I phone you with my order?

No, we only accept orders via the website at this time.

How do I cancel my order?

Send us an email to sales@diversityhair.co.uk with your order number, stating that you would like to cancel. This must be done before 3pm on the date of ordering to ensure your order has not been processed already.

Can I add items to an order I have already placed?

You are welcome to email us to check, but in most cases your order would already be in the process of being packed or shipped and therefore it won't be possible to add to it. You can place a new order, and if possible we will automatically combine the two and refund any excess postage to you.

What do I do if I have received the wrong item/s in my order?

In the unlikely event of receiving the wrong items, please contact us via email to sales@diversityhair.co.uk with your order number, stating what you received in error and we will forward you details for returning the goods for exchange or refund.

Can I return goods if they are no longer wanted?

Please ensure your order details are correct before submitting your order. If you are unhappy with your purchase for any reason, please contact us via email as above within 14 days of receiving your order.

How long will my order take to arrive?

We ship all orders received by 3pm the same working day.  If you order after 3pm on a Friday, your order will despatch Monday.  Any items in stock in our clearance section will be received within 1-3 working days. 

At this time Human Hair orders dispatch within 7 working days.  We recommend if needing human hair extensions for a client appointment, that you order a minimum of 12 days prior to the appointment that you need them for to allow sufficient time for them to arrive.

We have stated in capitals on each product description, when the item ships.  

When the item ships relates to when it leaves our warehouse, and does not include shipping times.

Where is my order?

Whilst we ship same day if orders are received before 3pm Monday to Friday, there will occasionally be delays due to weather conditions, seasonal backlogs at Royal Mail such as Christmas, or public holidays. The shipping estimates are those of Royal Mail and are exactly as suggested - estimates. If you require a guaranteed delivery date then email us to check if this is possible before you order.

We also ask that if you are checking up on an order with us that you give us enough information to look into it for you. Please give us the name you ordered under, the email address associated with your order and your order number.

Occasionally Royal Mail or a courier may attempt delivery when you are out, in this case you should have received a card, however this isn't always the case. Even if there is no card left for you please check with your neighbours and local Mail Collection Office before contacting us, as in a lot of cases the item will be sitting there waiting for you.

How much is Shipping?

Shipping costs will vary depending on weight and destination. You can can get a shipping quote by clicking 'My Cart' and following through the checkout process. You will see the shipping options available for you. You can then either select your preferred option and progress through checkout to pay for the order, or go back to make adjustments, or discard.

Can i set up a trade account to sell your products in my shop?

We do not offer trade on our products at this time.

Payment

What payment methods do you accept?

Debit, Credit cards and Paypal.

Can I set up an account?

Yes, when you make your first purchase, you will be asked if you would like to create an account with Diversity Hair. This will make ordering in the future a lot quicker for you. Please note for your security, we do not store any payment information.

What is Paypal? How do I get a Paypal account?

Paypal is a secure online payment facilty. You can learn more or create an account at www.paypal.co.uk if in the UK or www.paypal.com for the rest of the world. If you do not have a paypal account, you can still checkout without an account.  Simply choose the 'pay with credit or debit card' option.

My order was this amount when i went through checkout, but Paypal says more. What is going on?

Please check your Paypal confirmation email, as you will see a currency conversion. Orders made on our site are in UK pounds sterling. When converted into US dollars for example, this will appear as more. It is simply the same amount converted into your currency. For current currency conversion rates, check xe.com.. though please note Paypal exchange rates may differ slightly.

Products

What is the difference between Henlon, High Temperature Fibre and Kanekalon jumbo and pre-stretched?

We have done alot of research into hair types and we label all of our products honestly and accurately.  Whilst most manufacturers claim their hair is Kanekalon, the truth is most of it is not.  Manufacturers need to have a licence to distribute Kanekalon.  Most do not, so they sell Henlon and High Temperature fibre instead.  

We have sourced the genuine Kanekalon manufacturer and related suppliers to ensure we can supply the correct hair to our customers.

The easiest test (though please don't attempt unless you are an adult or have an adult present), is outside with a bucket of water.  Holding with BBQ tongs.  Light the end of the hair.  If it extinguishes itself, then it is Kanekalon.  If it does not, then it is another type of fibre like Henlon or High temperature fibre.

The above does NOT mean that other fibres are bad, quite the opposite, you have choice... it simply means that if you require the hair to shrink and seal with with low heat, or you normally use a lighter to seal the ends of your braids, use Kanekalon.  If you regularly make dreadlocks, crochet dreads or braids, you can use any hair type happily and set the shape with boiling water or a rubber band.

Henlon is a high heat resistance fibre usually used for wig making.  It will not shrink with heat, but it will set in place.  If making dreadlocks with Henlon, it is best to use a damp cloth and straightening irons rolled around the dread and cloth to create a hot steam seal.  It is also very good for crochet styles. This fibre is NOT flame retardant.

High Temperature Fibre is a Chinese high heat resistance fibre that has a similar look. crimp and feel to Kanekalon, but is slightly more shiny and is best used for crochet dreads for extra hold.  It will not shrink with heat, but will hold it's shape if sealed with straighteners over a damp cloth or being dipped in boiling water.  This fibre is NOT flame retardant.

Kanekalon is a low heat sealing, flame retardant fibre, that will seal easily in hot water.  It can be braided, dreaded, or used for a variety of protective styles and avant garde work.  If making dreads it is recommended to seal them in hot water or with a steamer.  This fibre is flame retardant.

Jumbo braid will be all one length, and pre-stretched jumbo braid will taper where the hair has been ready layered for you.  Pre-stretched works well for braiding and ombre shades where you want a taper and to use Kanekalon hair.

Is your Human Hair Range of good quality?

Yes, Our overseas partners ethically source beautiful quality hair from Russia and Mongolia.  It is 100% human remy hair, from one donor.  Double drawn with the cuticle aligned and intact.  This hair will last you 1-2 years with good care.

How many packets of Human Hair do I need for a full head?

We recommend 2-3 packets or equivalent 100-150gm for a full head application depending on hair thickness.

Why does the human hair range take 5-7 days to ship?

We are working closely with our distribution partners to be able to have all these products in stock and available for next day dispatch in future.  In the meantime, they are supplying us on an as needed basis with the fastest shipping possible.  

This is great for you as our customers, as it allows us to offer you everything, rather than just a small range.  

When items are stocked, you will see the dispatch estimates on each product listing alter.

We'd advise colour matching your clients and booking them 2 weeks in advance.  This is fairly common practice and will allow sufficient time for the hair to arrive.

NOTE dispatch times are estimated on each product listing.  They do not include shipping time.