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Returns & Delivery
WORLDWIDE delivery & FASTEST delivery service
WORLD COUNTRIESSTANDARD DELIVERYFAST DELIVERY
UNITED KINGDOMWithin 3-7 Days, FreeNext day (not guaranteed), £7
EUROPEAN UNIONWithin 4-7 Days, £18Within 2-6 Days, £32
NORTH AMERICA, CANADAWithin 4-8 Days, £10Within 2-3 Days, £33.00
SOUTH & CENTRAL AMERICAWithin 4-8 Days, £15Within 2-3 Days, £33.00
AFRICA, MIDDLE EASTWithin 8-10 Days, £22Within 1-3 Days, £40
RUSSIA, ASIA, AUSTRALIAWithin 4-10 Days, £18Within 2-7 Days, £50.00
please make a SELECTION
returns QUESTIONS & ANSWERS
I received the wrong item
If the item you received is not what you originally ordered, please Contact us quoting your order number, your name and address, details of the product(s) and the reason for return and whether you require a refund or a replacement. In addition, let us know as much as possible. We will then advise on how to proceed with the return.
Faulty item
If the item you received is faulty, please Contact usquoting your order number, your name and address, details of the product and the reason for return and whether you require a refund or a replacement. We will then assess your statements about the product fault and, if it is a fault, we will advise on how to proceed with the return. You have 7 days from receipt of the faulty item to return it to us.

If hair extensions appear faulty due to quality issues, the fault must be reported to us within 7 days of the purchase date due to human hair being a consumable item during wear. We require any faulty hair back in full for testing and examination. Hair must be received by us within 7 days of the reported date before any further damage can occur. If no fault is present or the hair has been damaged in any way by the customer, the goods will be returned to the customer and we will not refund or replace the goods. Hair products should be used as suggested in our care instructions. We will not refund if our products have not been maintained properly. Refunds or exchanges will be the equivalent value of hair products received.
How long will it take to refund me?
Before contacting us, please take note of the time-scales required to process a refund:
  • Please allow 3-7 working days from receipt of a return for us to process a refund. This may take longer during the Christmas Period
  • Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address to which your Order Confirmation email was sent).
  • After receiving the return confirmation email, please allow a further 5-10 working days for the refund to be credited to your account. This time-scale is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.
When will I receive my replacement?
Before contacting us, please take note of the time-scales required to process an exchange:
  • Please allow 3-7 working days from receipt of a return for us to process an exchange.
  • Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
    • UK - Up to 5 Working Days
    • European Union - Up to 10 Working Days
    • Rest of World - Up to 14-21 Working Days
Do I have to pay for return postage?
If you are returning an item or items to us for a refund or an exchange, then the cost of returning the item to us is your responsibility.

Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to return it to us.

If the item you received is not what you originally ordered, please Contact us quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Why have you not refunded the delivery charge?
Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us and have requested a refund.
Back Order?
If your item is not in stock, we will back order it for you. You will always be emailed with an option to cancel your order if you would rather not wait.
returns Information

Kapello is committed to ensuring you get the best possible fit every time you purchase from us.

If you find your product(s) are faulty you must notify us in writing within 7 days of receipt of the goods and before returning them to us. If faulty, we will happily send you a replacement product. In the event of any unwanted product(s) you may return it/them unopened and unused in a resalable condition within 7 working days for an exchange, credit or a refund. (If you return products that have been removed from the internal packaging or a product that has been worn, you will be liable to pay the return postage back to you as they will not be accepted for hygiene reasons).

You can expect your refund or replacement product(s) within approximately 7 working days after we receive your faulty or unwanted product(s). Please note you will not be entitled to a refund of the shipping costs incurred in returning the product(s) to us unless the product(s) are faulty. Before returning any product(s) to us please ensure that you package the product(s) sufficiently. We ARE NOT liable for damage in transit to returned goods.

You are also advised to return product(s) by recorded delivery or registered post. Proof of postage will not be accepted as proof of delivery. Please remember to include your full name and address and a copy of your purchase invoice along with your reason for return.

EXCHANGE OR RETURN PRODUCT ELIGIBILITY

Products must be:

  • In original, factory condition (unaltered, unworn, undamaged, and with tags attached) and in original packaging
  • Odor-Free (Any odors on the product will render the product ineligible for exchange)
  • Item(s) must be returned within 7 days of receiving your original order.

Products must not be:

  • Last call or clearance items, on sale, discounted items, care products, accessories, liquids, special order items or wholesale orders.
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