FREE next day delivery on orders over £30.00 | Monday - Friday, order before 2pm.

Once an order has been collected by the courier and marked as dispatched, responsibility for the delivery transfers to the customer.

We are not responsible for delays, missed deliveries, parcels left in designated safe places, deliveries to neighbours, or any delivery instructions selected by the customer directly with the courier. Any delivery preferences or changes made after dispatch are chosen at the customer’s discretion and are outside of our control.

If a parcel is delayed, missing, or marked as delivered by the courier, the customer must cooperate with the courier’s investigation process. We will provide reasonable assistance where possible; however, we are bound by the courier’s policies and timelines regarding lost or delayed parcels.

By completing a purchase, customers acknowledge and accept these terms.

You have 14 days (2 weeks) from the date of delivery to return your product for a refund.

If you are returning an item, please use the following returns address:

Unit 35 Modwen Road, Waters edge business park, M5 3EZ

All items must be returned in their original, unused condition. Hair products can only be returned if they have not been taken out of their ties for hygiene reasons.

If the product has been unwrapped or used, we are unable to accept a return.

Once we receive your returned item, we will process your refund within 14 business days.

Please note that all returns will be subject to a 10% restocking fee, this will be deducted from the refund total. 

Customers are responsible for the cost of return shipping unless the product is damaged or defective.

Customers must contact our customer service team at platinumlengthsweb@gmail.com within 14 days of receiving the product to report the issue. 

- A photo or video of the faulty item may be requested for verification purposes.

- If the Hair has been used and becomes faulty, the hair must be returned to us for inspection. 
- Once the return request is confirmed, customers will receive instructions on how to return the faulty item.

Replacement or Refund:

- Upon receipt and inspection of the faulty item, we will either:
- Replace the item with an identical product (subject to availability), or
- Issue a full refund to the original payment method.

Exclusions:

- This policy applies only to items that are faulty due to manufacturing defects. Products that have been damaged due to misuse, wear and tear, or accidental damage are not eligible for return under this policy.
- Personalised or custom items may not be eligible for return unless they are faulty.