SHIPPING POLICY
Processing & Delivery
All orders are carefully prepared and processed within 7 business days before dispatch.
Once your order has been processed, it will be shipped via Royal Mail or DPD, depending on the delivery option selected at checkout. Please note that processing time is separate from delivery time, so your estimated delivery timeframe begins once your order has been dispatched.
Once dispatched, you’ll receive tracking details so you can follow your order’s journey.
PRE-ORDER PRODUCTS
Where a product is sold on a pre-order basis, the estimated processing or dispatch timeframe will be displayed or communicated as part of the purchase.
Placing a pre-order means you acknowledge that the item is not intended for immediate dispatch.
Your statutory consumer rights continue to apply.
RETURNS, REFUNDS & EXCHANGES POLICY
We want you to feel confident when purchasing from TheBeautyHavenbyTosin. Please read this policy carefully before placing your order.
Nothing in this policy limits or excludes your statutory consumer rights.
CHANGE-OF-MIND RETURNS
For eligible online purchases, you may notify us that you wish to cancel your order within 14 days of receiving your goods, in accordance with applicable UK consumer law.
After notifying us of your cancellation, eligible goods must be returned within the applicable legal return period.
Please contact us before sending a return so that we can provide the appropriate return instructions.
Unless the goods are faulty, incorrect or otherwise required by law, the customer is responsible for the cost of returning the goods.
We strongly recommend using a tracked return service and retaining proof of postage.
CONDITION OF RETURNED HAIR
Please handle your hair carefully while deciding whether you wish to keep it.
Returned products should, where reasonably possible, include their original packaging, bands, labels and accompanying items.
Hair should not be installed, cut, coloured, chemically treated, washed, excessively brushed, altered or otherwise used beyond what is reasonably necessary to inspect the product.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you believe you have received an item that is faulty, damaged, incorrect or not as described, please contact us as soon as reasonably possible with your:
Name
Order number
Description of the issue
Clear photographs or video where this can reasonably help us assess the issue
We may request reasonable evidence to help investigate the problem.
Where goods are faulty, not as described or otherwise do not meet your statutory rights, we will provide the remedy required under applicable consumer law.
ORDER CANCELLATIONS BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
Where cancellation is legally available and the order has not yet been dispatched, we will process the cancellation accordingly.
If your order has already been dispatched, you may need to follow the applicable returns procedure after receiving it.
REFUNDS
Once an eligible return has been received and assessed, we will process the applicable refund.
Refunds will normally be made to the original payment method used for the purchase.
We do not ordinarily issue refunds to alternative cards, bank accounts or payment methods.
Where an online order is validly cancelled under applicable consumer cancellation rights, any refund of the original standard delivery charge will be handled in accordance with applicable law.
Additional amounts paid for an enhanced or premium delivery service may not be refundable beyond the cost of the standard delivery option where permitted by law.
RETURN SHIPPING
For change-of-mind returns, customers are generally responsible for return postage where they have been informed of this requirement.
If the product is faulty, incorrect or not as described, return costs will be handled in accordance with your applicable statutory rights.
Customers returning items are strongly encouraged to use a tracked service and retain proof of postage until the return has been resolved.
EXCHANGES
If you would like a different length, texture or product, please contact us.
Where appropriate, we may ask you to return the original eligible item and place a new order rather than processing a direct exchange.
Any exchange arrangements are subject to product availability and do not affect your statutory rights.
INTERNATIONAL RETURNS
International customers should contact us before returning an item.
Customers are responsible for correctly completing any required customs documentation for returned goods.
We are not responsible for customs charges caused by a return being incorrectly declared by the sender.
Nothing in this section limits any consumer rights that apply to your purchase.
CHARGEBACKS & PAYMENT DISPUTES
If you believe there is a problem with your order, we encourage you to contact us first so that we have an opportunity to investigate and resolve the matter.
Where a payment dispute or chargeback is raised, we may provide relevant transaction and fulfilment records to the payment provider or financial institution handling the dispute. This may include order details, applicable policies, customer communications, tracking information, proof of postage and delivery confirmation.
This section does not prevent a customer from exercising any lawful right to dispute a transaction.
CONTACT
To request a return, report an issue or ask a question regarding your order, please contact TheBeautyHavenbyTosin using the contact details provided on our website.
Please include your full name and order number so we can locate your purchase promptly.
This policy is in addition to, and does not replace or restrict, your statutory consumer rights.