FREQUENTLY ASKED QUESTIONS

Orders:

Can I place an order over the phone?

You can call us on 01534732534, please be advised you may be charged individual carrier charges though.

Can I track my order?

If you pay for Royal Mail first class postage, or for DHL delivery your order can be tracked from the moment it goes out of our warehouse.

Can I cancel my order?

You can cancel your order if it has not been shipped out of the warehouse yet. If it has been already shipped, you would have to return the item.

I’ve received a wrong/faulty order, what can I do?

If you have received the wrong order or your order is faulty, please get in touch with our customer services team at info@anagen-hair.com and they can assist you further.

Products:

What can I do if I cannot find the correct colour to match my own hair?

If you can’t find the correct colour to match you hair, please get in touch with us at info@anagenhair.com and we will find out what colour you are, send you a sample piece of hair that we have made a bespoke colour for you, and if that matched we will make you your bespoke colour extensions.

Which application method is best?

Different application methods suit different people, depending on the individual’s hair. Always consult a hairdresser or extensionist about what application method would be best for you.

What is the difference between Remy hair and Virgin hair?

Both Remy and Virgin hair are 100% human hair, the difference Remy has a less lifespan than Virgin also virgin can be bleached and coloured as it has stronger hair.

What is single drawn, high density, double drawn?

Drawn refers to the thickness of the hair extensions at the bottom. Thickness is determined by the total number of the longest strands of hair on extensions

Single drawn is 20% thickness at the ends, high density is 50% thickness and double drawn is 100% thickness.

What is the best hair for me?

We recommend one to have a consultation with one of our stockist to determine how much thickness is needed, If in doubt one can buy high density and get the extension thinned out.

How long will my extensions last?

This depends on the individual, if correct aftercare is followed and regular maintenance appointments kept with a professional extensionist, this will expand the lifespan of your extensions to 6-18 months.

Can I use heat on my extensions?

Yes, our hair can be heated and styled. Excessive heat can damage the condition of the hair and reduce the lifespan of the extensions. Please do not use heat over 200c.

Can I colour the extensions?

Yes your extensions can be tinted, however we suggest you get them professionally tinted by a hairdresser. We always suggest a strand test first to make sure it’s the correct colour you want.

Delivery:

What delivery options do you offer?

We offer multiple options of delivery.
1. DHL signed for delivery.
2. Royal Mail first class signed for delivery.
3 Royal Mail standard delivery.

Will I be charged for customs and import duties?

You may be charged for customs and import duties depending what country you are ordering from. Please be advised Anagen hair is not responsible to cover these costs.

What if I’m not home at the time of delivery?

If you are not home at the time of delivery. Please follow your delivery service providers instructions.

Returns and exchanges:

Can I exchange and return items?

If you’d like to exchange an item or return one, the item must not have been on a scalp. For hygiene reasons we cannot accept returns or exchanges that have been opened and worn. All returns and exchanges must be returned to us within 14 days of receiving the item. Please check our terms and conditions and terms of sale page for more information on this.

Do I have to pay to return an item?

Yes you will have to pay for the postage of your item to be returned to us. We recommend you use a signed for service for security purposes. More information is on our terms of sale page.

How long does a return take to process?

It can take anything between 3-5working days, it also depends on the method of postage you have selected, we always recommend using a signed for service in case of any missing packages.  For the money to be refunded to your card it can take up to 14 days after we have received your returned items back.

Payments:

How can I pay for items?

E-commerce checkout, PayPal, or our second party partners who can do it on a credit basis- Klarna (UK clients only) and Tupper loans (Jersey Channel Islands clients only)

Do you do International payments and shipping?

We do ship internationally, for international clients we always suggest doing a recorded delivery option. You can pay in your local currency at checkout as your bank will automatically change the price over for you but please be advised it may not be the current exchange rates and some banks charge you to do this.

Customer accounts: -Do I need to have an account to place an order?

No you don’t, however we recommend you make an account to receive our advertised promotions and offers to registered customers.

Can I do a guest checkout?

Yes you can check out as a guest, however by not making an Anagen account you will not be able to receive our promotions or offers.

What do I do if I’ve forgotten my username or password for my account?

Press the forgotten username/password link on our accounts page and follow the instructions.

Other questions:

How is the hair sourced?

Our factory partners get the hair from places all over the world which are known for ethically sourcing the raw product. Much of the hair used for our extensions is from Russia, Mongolia, or China.

Do you have a shop?

We have a hair salon based in Jersey, Channel Islands. You can find us at 2 Dorset Street, St. Helier, JE23YH.

Do you have a contact number?

Our contact number is 01534732534 or 07797759955. If calling from outside of the Channel Islands, please be aware you might get network carrier charges.

Where is the aftercare advice?

Our aftercare guide is here on the website for you to look at. All our items come with a small aftercare guide in them also.