FAQs
Can I place orders over the phone?
As we are on online retailer, we cannot receive orders over the telephone and all orders must be placed online, via the website
Do we offer Trade Accounts?
Yes, you can apply online from our Trade Accounts page.
Can I amend or cancel my order once it has been confirmed?
Our Warehouse Team are extremely busy making sure your orders go out on time, any amendments to orders cause delays, therefore we cannot amend or cancel any order once it has been confirmed. If you need to add to your order, you will need to place a new order, we do offer free standard delivery with orders over £100.00.
Can I track my order?
Once your order has been dispatched you will receive confirmation including your tracking information. If you do not receive tracking information, please contact us.
I've received the wrong order, what should I do?
We are sorry to hear this, please contact us and our dedicated agents will get this sorted for you.
What delivery options do you offer?
Please see our Shipping page for our delivery options to the UK and Rest of the World.
For Next Day Delivery, orders must be placed before 2pm Monday-Friday otherwise your order will be dispatched the next working day. Please kindly note that next day delivery is not a guaranteed service.
Next Working Day does not include Saturday or Sunday.
What if I am not in at the time of delivery?
As our couriers are operating contact free delivery, you will need to be present to obtain your parcel from our couriers at a safe distance. The courier will leave your parcel with you safely and will take an image to confirm safe receipt. If you are not at the delivery address at the time of delivery, a second attempt will be made the next day as well as a final third attempt. If the parcel has still not been delivered, then it will be returned to us, and you will be refunded.
Our couriers cannot leave any of our parcels in a “safe place” or with a neighbour. Any instruction between you and the courier to so do, TLC Extensions will not be held responsible in the event of loss or damage.
My order hasn’t arrived.
We must allow 10 working days for our couriers to complete an investigation and deem your parcel as lost. Once the courier has confirmed the parcel as lost, we can raise a claim. Refunds or replacements cannot be processed until the claim has been approved. Claims can take up to 30 days to be approved.
With all investigations and claims we process; we must make you aware that we record the claim via Action Fraud UK. With the increase of online fraud, we want to protect our genuine customers as well as monitor the fraudulent claims. Please note this is not in any way an indication that you are fraudulent customer, we want to reassure you that we investigate thoroughly and take these matters seriously. Please see their website for any further information you may require: https://www.actionfraud.police.uk/
I'm missing an item from my order, what should I do?
We are sorry to hear this, firstly we would advise to double check all the packaging just in case it has become lodge within the inner packaging. If you find an item is missing, please contact us and one of our dedicated agents will get this sorted for you.
I can't find the product I'm looking for online.
Not all colours are available in all product ranges, if the colour is not showing on the product page this generally means this item is not available in that particular colour.
If an item is missing from our website, it could mean we have now discontinued the item, or it is out of stock. If a product is out of stock, you can sign up to receive a notification email once the product has arrived back in stock. Simply enter your email address on the product page to activate this alert.
Can I have a colour match?
Sure! We would be more than happy to provide you with a colour match. If you could please send over 2-3 pictures of your hair, including the ends to our Colour Match Experts and they will get this information across to you as soon as possible.
Please ensure the images are taken in natural sunlight without the use of the flash or any filters and advise which type of extensions you are looking for.
Whilst we endeavour to give the best advice for colour matching, we will not be held responsible for any disparity in colour matching. Colour Match Swatches can be purchased on our website for a more accurate match.
Alternatively, take a look at our Colour Matching section on our website.
Which professional application method is the best?
Not all types of hair extensions are suitable for everyone. For professional extensions we recommend a consultation with a professional stylist before purchasing.
How long should my hair extensions last?
The lifespan of any hair extensions depends on the aftercare and maintenance. We only recommend the use of TLC aftercare range on our hair extensions as these products have been exclusively designed for our hair. All professional extensions require regular maintenance. The correct aftercare and maintenance will increase the lifespan of the hair.
Can I heat my hair extensions?
Yes, however, any kind of heat can reduce the lifespan of the hair. Always apply TLC Heat Protection Spray to protect your hair extensions from heat damage and apply the Nourishing Mask regularly to restore lost moisture.
What lengths of hair extensions do you offer?
TLC offer a range of lengths from 14” to 28” however not all products are available in all lengths. Please refer to the product pages for more information.
What length extensions do you recommend?
We recommend no longer than 6" past your natural hair length to result in natural looking hair extensions.
How many packs do I need?
This will depend on your natural hair length and type of hair. TLC offer a wide selection of hair extensions to cater for different types of natural hair. We recommend a professional consultation to obtain the right amount. To locate a salon professional near you click here.
Can I use my clip in hair extensions for anything else?
We strongly advise that you use your clip ins for their intended purpose only. We do not recommend removing the clips from the hair extensions and using them as a weft as this is not their intended purpose. Clip ins are designed for occasional wear only and if you do decide to remove the clips and have them applied as a weft this is done solely at your own risk and TLC Extensions cannot be held responsible for the outcome of the hair extensions.
Why does the colour of my hair extensions look different to the ones I ordered previously?
Each pack of hair will never truly have identical characteristics. Due to the characteristics of raw human hair colour can vary from batch to batch.
How should I brush my hair extensions?
The hair extensions are attached to your natural hair and therefore pulling them can result in pulling out your own hair. Start brushing your hair from the bottom and then move slowly to the top. Always hold your hair extensions at the top firmly, before brushing to ensure you are not pulling too much on them.
Can I cause damage to my hair extensions using the incorrect hairbrush?
Yes. Using a brush or comb with plastic or metal pins will pull at the root of your bonds or tape-ins and tug your hair extensions, resulting in hair loss, thinning or even your extensions falling out.
Can I colour my hair extensions?
Human hair can be coloured, but we do not recommend it. Any colouring of the hair extensions is done entirely at your own risk. TLC Extensions will not accept any liability for hair extensions that have been coloured or tinted.
We only recommend the use of the TLC Extensions Anti-Yellow Shampoo, Cool Covers Mask and Brass Banish Mask to remove unwanted tones. Any silver or purple shampoos that have been applied to the hair extensions will also be done at your own risk and we do not accept any liability.
What is the best aftercare to use on my extensions?
We only recommend the TLC Extensions aftercare to maintain healthy hair extensions. Please remember that hair extensions do not have a direct supply of nutrients, vitamins or minerals like your own hair. Because of this, they require more maintenance and after care than your own natural hair. Blonde shades will require more maintenance than darker shades due to them going through a more rigorous process in order to achieve the blonde tones. As a result of this you will need to apply the TLC Extensions Argan Oil Serum and the TLC Extensions Pearl Nourishing Mask more often with these shades. As a basic guide we advise to use the following products:
- TLC Extensions Nourishing Sulphate Free Shampoo – to be used with the professional ranges, Stick Tip, Nano hair, Tape and Flat Tip. Sulphates will break down the bond and could affect the integrity of the Micro ring or Keratin securing the hair extensions in place.
- TLC Extensions Nourishing Shampoo (contains sulphates) – to be used on Wefts and Clip-in extensions. Wefts and clip ins require the Nourishing Shampoo containing sulphates in order to illuminate any excess product build up that occurs with these products.
- TLC Extensions Nourishing Conditioner - which has been expertly formulated to nourish, repair and de-tangle all hair types.
- TLC Extensions Nourishing Mask - specially formulated to nourish deeply and restructure all hair types.
- TLC Extensions Heat Protection Spray - to be used during drying, straightening and styling to protect the hair and prevent snapping and damage.
- TLC Extensions Argan Oil Serum - is a salon professional serum designed to lock in moisture and restore any dryness.
Always remember to ensure your hair extensions are dry completely after washing. Leaving your hair extensions to dry naturally will cause matting and affect the quality.
What other products do you recommend for TLC Extensions?
We have developed a range of aftercare over the years and tried and tested many products to achieve our award-winning aftercare range. We have extended our range to now include products for all common concerns.
TLC Extensions Miracle Spray is fortified with super oils to give hair the ultimate nourishment and conditioning. Use after washing and to protect hair from UV rays.
During the summer and in hotter climates our hair is exposed to more UV light which can affect the colour of hair. Too much sun exposure, heat styling or pollution can cause hair to feel and look dry, damaged, and dull. Using the correct shampoo and conditioner will protect the hair.
Our After Sun Collection, Anti-Yellow Shampoo, Brass Banish Mask and Cool Covers Mask are designed to banish those common concerns. For additional information on how to care for your hair extensions please click here.
My hair extensions have turned brassy, can I restore the colour?
Banish brassy hair tones that have been exposed to sun or effected by sun creams, heat, chlorine, and other factors by using the TLC Extensions After sun Discoloration + Restore Shine Duo. Eliminate the build-up of sand, salt, and sun cream by cleansing away environmental aggressors using gentle ingredients that deep cleanse the hair.
For extreme discoloration for blonde hair colours, use the TLC Extensions Anti-Yellow Shampoo to neutralise unwanted yellow and orange tones.
TLC Extensions 100% vegan Anti-Yellow Shampoo and Brass Banish Mask can be used on bleached, highlighted, balayage and blonde hair. Our special violet pigment neutralizes unwanted yellow tones, while our all-natural and sulphate-free blend of potent ingredients works to nourish the lengths for a healthy and vibrant shine.
For brunette shades that have turned warm, use the TLC Extensions Cool Covers Mask. Specifically designed for brunettes the formula works to neutralise the warmer reflection of copper and red tones, leaving a cooler tone.
Can you use Anti-Yellow or purple shampoos on your Hair Extensions?
You can use TLC Extensions formulas to help restore blonde tone to our extensions. Our 100% Vegan ingredients can be used on hair extensions. TLC Extensions Anti-Yellow Shampoo or TLC Extensions Brass Banish Mask can neutralise yellow & brassy tones to reduce the appearance of discolouration, whilst giving shine to dull hair. Do not leave on the hair for any more than 2/5 minutes maximum. If leaving on your hair for longer than the advised time, the results can have a purple staining.
When should I use a Clarifying Shampoo?
Think of the TLC Extensions Clarifying Shampoo as product to cut through product build-up and oils to leave your hair squeaky clean. There are lots of reasons why hair can look sad and lifeless, too much heat styling and even residue from normal shampoos and conditioners, all of which can cling to hair and scalp, making your freshly washed hair seem heavy. Use a clarifying shampoo to cleanse hair monthly if you have normal hair, or weekly if you have greasy hair.
I am going on holiday – how should I care for my hair extensions?
Just as you would your skin, your hair requires extra protection when on holiday or at the beach. Make sure to tie your hair up beforehand and avoid any direct contact with the swimming pool, sea water, exposure to the sun and sun creams or oils.
Chlorine – Chlorine content in water will damage hair extensions, causing matting and discolouration, therefore it is advised to avoid underwater swimming or any direct contact with Chlorine. Blonde hair, in particular, can turn pink/orange and such damage cannot be repaired.
UV rays – UV rays can cause discolouration to your hair extensions and dry them out, therefore we advise wearing a hat in the sun to reduce exposure to strong UV rays. We always recommend braiding your hair and spritzing on some TLC Extensions Molly-Mae UV spray before heading outdoors to help block out sun exposure.
Heat – Excessive heat from styling appliances and the heat from the sun and hot climates will change the colour pigment of the hair. This is more apparent in blonde hair and such damage cannot be repaired.
Cosmetics – Products such as sun creams/oils, perfumes, moisturisers, and other types of cosmetics can affect the colour and condition of your hair extensions. Please avoid your hair extensions when applying such items and even after they have dried avoid contact with them.
Do you test your products on Animals?
No, we strictly do not test any of our aftercare on animals. All TLC Extensions aftercare products are manufactured in Europe where testing cosmetic products and their ingredients on animals was banned across the EU in 2013. The legislation is part of EU Regulation (Cosmetics Regulation).
Are your products Vegan friendly?
Within our hair care collection, we have vegan ranges. This means these products are completely free from animal delivered ingredients and are plant-based
Can you recycle aftercare bottles?
Yes, certain aftercare bottles can be recycled. We use PE and GREEN PE bottles for selected aftercare products, this is indicated with a symbol on the back of the packaging. PE comes from 50% recycled material. PE Green is made of 96% renewable sources from sustainable plantations.
Can I apply the professional hair extensions myself?
PROFESSIONAL HAIR EXTENSIONS – WEFT, STICK TIPS, NANOBOND®, FLAT TIPS, AND TAPE
We strongly advise against this no. These products are part of our Professional range, and we only recommend a trained professional applies and maintains them. Fitting them yourself could cause damage to your own hair and the hair extensions. If you do decide to fit them yourself, this is done entirely at your own risk and TLC Extensions cannot be held responsible for the outcome.
How do I wash my professional hair extensions?
For Stick tips, Nano, Flat tips, and Tape in hair extensions we recommend using the Nourishing Sulphate Free Shampoo. Using any other shampoo could alter the integrity of the bond or Micro ring.
Please remember that hair extensions do not have a direct supply of nutrients, vitamins, or minerals like your own hair. Due to this, we recommend washing your professional hair extensions once or twice per week maximum.
Always remember to ensure your hair extensions are dry completely after washing. Leaving your hair extensions to dry naturally will cause matting and affect the quality.
How do I style my professional hair extensions?
Apply TLC Extensions Heat Protector or 10-in-1 Miracle spray prior to heat styling.
We offer a wide range of styling products to use on your hair before and after styling, depending on the look you are trying to achieve.
Can I sleep in my professional hair extensions?
Absolutely! However, it is important to prep your hair before going to sleep. After thoroughly brushing your hair to remove any tangles we advise plaiting your hair. This will prevent your hair extensions from moving around too much and matting together. This will also minimise any friction on the mid lengths to the ends of your hair making it easier to brush and style in the morning.
Where are your hair extensions from?
TLC Russian hair extensions are collected in the territories of the former Soviet Union and all hair is from girls wishing to sell their hair.
Are your hair extensions ethically sourced?
We source our hair straight from verified distributors, who depend on their long-standing reputation for ethical sourcing and quality hair. Human hair is donated, sold, or exchanged fairly and ethically in the region its sourced. Selling hair is a supplementary source of income for women, which does not require any labour.
How do you audit their supply chain?
TLC Extensions hair suppliers are required to abide by our Supplier Code of Conduct. We do not condone any unethical treatment of workers or donors in our supply chain. Included in our “Supplier Code of Conduct” are Labour Standards and Ethical Hair Sourcing provisions. Our Ethical Hair Sourcing policy requires our sourcing to ensure fair compensation for hair purchases from donors/suppliers and prohibits coercion in the collection of hair. All suppliers have signed agreements to abide by our Supplier Code of Conduct. We confirm compliance through detailed questionnaires, regular factory visits, and Social Compliance Audits conducted by third-party auditors. Because of these standards, we have high confidence that our hair products are ethically sourced and produced.
Can I exchange items?
Yes, exchanges are accepted within 14 days of receipt. Due to the nature and hygiene of our hair products, ALL products must be unopened and in their original shipped condition for an exchange to be accepted. Please use the returns portal to exchange your item.
Do I have to pay to return an item?
Unfortunately, we do not have a free returns system. However, our new returns portal is quick and easy to process exchanges or returns. Please use our returns portal to arrange your return or exchange.
How long does a return take to process?
We’ll be sure to keep you updated via email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.
Refunds can take 14 days from the day we receive your return in our warehouse. Please allow 3-5 working days from your refund notification for the funds to clear in your account.
Do you refund the delivery charge?
Unfortunately, the delivery charge will not be refunded as this service has been obtained.
If I exchange an item, do I have to pay for delivery again?
There’s no need to worry about paying delivery again if you’re exchanging items, we’ve got it covered. Please allow 5 working days for your exchange to be processed and dispatched.
How can I pay for items?
We accept the following payment cards: Visa, Visa Debit, MasterCard, Maestro, Electron. We also accept Klarna.
Klarna offers flexible payment options, so you choose how you shop: Pay now - Pay by card directly at the checkout. No lengthy forms, no passwords, no worries. Pay later - Klarna lets you pay up to 14 to 30 days after delivery.
When is payment taken from my card?
Payment will be taken from your card at the time of purchase.
Do you offer Gift Vouchers?
Yes.
