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FAQs

Company

Meet Our Founder

Foxy Locks blossomed under the creative vision of Imogen Fox, the renowned YouTube Hair Guru hailing from the UK. Dive deeper into Imogen's journey, her inspirations, and the story behind Foxy Locks through her interview here.


Our Dedicated Team

Behind every strand of our premium hair extensions is our dedicated team, a diverse group brimming with passion and talent from both Britain and beyond. Every individual in our team isn't just an employee; they're part of the Foxy Locks family. Each member is genuinely committed to ensuring you experience the best service. We're more than just a brand – we're a community that's here for you, always.
You can reach us here.


Our Mission and Heartfelt Values

At Foxy Locks, we've anchored our brand in core principles that define us. Our mission is simple yet profound: delivering world-class hair extensions and products that don't just meet, but exceed your expectations. It's not just about business; it's about making a difference in your life.
When you wear Foxy Locks, you're not just wearing a product; you're wearing a legacy of dedication, love, and unmatched quality.


Choose Foxy Locks, and be a part of our story, as we become a cherished part of yours.



Where are you located?

We are based in South West Cornwall in the United Kingdom and we ship Worldwide
our Postal & Dispatch address is:

Foxy Locks Ltd
16 Marsh Lane Industrial Estate
Hayle
TR27 5JR
UK (Great Britain)


Do you have a Shop I can visit?

Yes, we do have a physical location! You're more than welcome to visit our store where we have a dedicated team on hand. They'll assist you in getting the perfect colour match for your extensions. In addition, we also offer fitting services to ensure your extensions look and feel just right. We'd love to meet you in person and help you find the perfect extensions tailored to your needs. Please contact us to arrange your appointment.


Are your products stocked at other stores?

No, all our products are stocked and dispatched by us only, across all our marketplaces. 

When are you open?

Our Website is open and accepting orders 24/7

Our Premises and customer service team are open and available Monday to Friday between the below hours. 

If you contact us outside these hours, we will get back to you asap the following day or on Monday if over the weekend. 

Hours


Monday9 am–4:30 pm
Tuesday9 am–4:30 pm
Wednesday9 am–4:30 pm
Thursday9 am–4:30 pm
Friday9 am–4:30 pm
SaturdayClosed
SundayClosed

Support

We provide support through the following channels: 

Contact Form - Approximately 30 mins or fewer response times during opening hours

Email - Approximately 15 mins or fewer response times during opening hours 

Colour Match Contact Forms - Approximately 15 mins during opening hours 

Phone - Instant response times while during opening hours 

Live Help - 2 mins average wait time during opening hours 






Products

What are your Hair Extension products made from?

Our hair extensions are made from the highest quality Remy hair, which is known for its softness, shine, durability, and natural look. We take great care to source our hair and use a strict quality control process in our factory to ensure that our customers receive the best possible product.

Our hair extensions are thicker than many others on the market, especially at the ends, giving a more voluminous and natural look. Our customers can achieve the same fullness with fewer extensions, reducing the cost and making them easier to wear.

Can I Alter my Clip in Hair Extensions 

You can alter or change your hair extensions at your own risk. Once the item has been worn / used it's then voided from being returned.  Our hair extension products come with a test section that can be used to gauge colour and hair quality. If you are not happy with the item, just start a return and allow us to help you with a replacement, exchange, or refund as required. 

We have many customers who use our products to get their required look by cutting and styling their product but ultimate responsibility is the customers once alteration takes place. If you are unsure about anything, just reach out to us before you open or start cutting or dying the items, and we will be happy to assist.

If the main section security seal has been opened and the product has been used, dyed, cut or altered in any way, then we can not refund or replace.  More information can be found below. 

UK Domestic Returns 

International Returns 



Why are Foxy Locks Clip in Hair Extensions the best?

Foxy Locks Seamless Clip in hair extensions are the market leader and the only Luxury brand in this sector to be constantly improving quality and follicle tip thickness. You can read more about the quality of our products here.  

What grade of hair is used?

We use Remy hair

Do you Quality check products?

All our clip in hair extensions are hand checked, and packaged meaning we control the quality of each item before it gets to you. Each item undergoes a series of checks to ensure we would want to wear the hair ourselves.

I am unsure what shade i require, can you help ?

With pleasure, we offer colour matching via Live Help or via our colour match page, if you check our reviews, this is something our customers love, and it means we can assist you in getting the right product first time. 

How long do my hair extensions last?

With our continued innovation and product sourcing, we are able to guarantee Foxy Locks extensions for 5 months with the proper care, which is far longer than the market average. This extended lifespan means your products need replacing less regularly, being more sustainable for the planet and your pocket. 

How do I use Clip in hair extensions?




Our Tape in Salon professional Hair extensions are the go-to choice for people looking to change their look with long-lasting, incredible quality extensions.  

Do I need to go to a salon to have tape in extensions applied?

Yes, a mobile hair extension technician or salon is fine but there is an art to applying tape in extensions and this is best done by an accredited professional. This will ensure the product lasts, and you get maximum use out of it. 

I tried to do it myself, and it's not worked, can I get a refund?

Once the hair is fitted, there is no option to return or get a refund. We suggest always to have your tape in extensions fitted by a qualified technician to avoid disappointment.

How many packs of hair do i need?

The below is the suggested amount, but it's the sole choice of the customer, you can buy 1 pack or as many as you require.

FINE HAIR
1-2  sets

MEDIUM HAIR
3-4  sets

THICK HAIR

4+ sets

How long do tape in hair extensions last?

Designed to be applied by your chosen certified and accredited salon professional, these high-quality extensions can last approximately 1 year*


Foxy Locks Ponytail Extensions are an incredibly easy way to give yourself the ponytail of your dreams. Read on for more information regarding the products and their usage. 

How do I use a Ponytail ?


Can I dye my ponytail?

The Ponytail can be further dyed if needed, however please note this always poses a risk and will void any chance of return. 

Can I bleach the ponytail?

We do not recommend bleaching the hair as the hair has already gone through a dying process so bleaching them always poses a risk. It is easier to dye the hair darker, we would recommend purchasing a lighter colour and dying them darker for better results.  

Can I use the storage case for ponytails or is it just for clip ins?

Our storage case + hanger can also be used for our clip in Ponytails!  

How do I pick the right colour Ponytail?

In order to pick the right colour we do recommend sending a picture of your hair down and outside in natural lighting to [email protected], and they will be able to advise you on the best colour for you. You can also contact us via live help or our colour match form



Not only do we provide the best quality hair extensions on the market but our hair and beauty accessories are a cut above the rest. From hair products to hair tools and everything in-between.

You can find our full offering here - Foxy Locks Accessories

Are your shampoos & conditioner Vegan & What are the Ingredients?

Our Shampoo & Conditioner and Masque are vegan and have the following ingredients:

Shampoo Ingredients
AQUA, COCAMIDOPROPYL BETAINE, COCAMIDE MEA, SODIUM LAURETH SULFATE, DIMETHICONE, POLYQUATERNIUM-10, PARFUM, CITRIC ACID, METHYLCHLOROISOTHIAZOLINONE AND METHYLISOTHIAZOLINONE, ARGANIA SPINOSA KERNEL OIL

Conditioner Ingredients
AQUA, CETEARYL ALCOHOL, STEARTRIMONIUM CHLORIDE ,CYCLOPENTASILOXANE AND DIMETHICONE, HYDROXYETHYLCELLULOSE, METHYLCHLOROISOTHIAZOLINONE AND METHYLISOTHIAZOLINONE, PARFUM, ARGANIA SPINOSA KERNEL OIL

Masque ingredients 
Aqua, Argania Spinosa Kernel oil, Keratin Amino Acids, Ceteayl Alcohol, Steartrimonium Chloride, Polydimethylsiloxane, Mineral oil, Cyclopentasiloxane, Amodimethicone, Hydroxyethyl Cellulose, Phenoxyethanol, Parfum. 

What are the ingredients for the hair oil?

Hair oil Ingredients
Isohexadecane, Cyclopentasiloxane, Dimethiconol, Dimethicone, Argania Spinosa Kernel Oil Linseed(Linum Usitatissimum) Extract, Keratin Oil, Collagen, Parfum. 

Can this shampoo be used for both natural hair and extensions?  

Yes, our shampoo and conditioner can be used on both! 

Is the shampoo ok for coloured hair?

Our shampoo and conditioner is suitable for coloured hair! 

Can I tone my extensions with purple shampoo?  

Our extensions can be further toned or dyed if required!  We have a toning tutorial on our YouTube channel if this helps, please note further toning or dying the extensions always poses a risk and will void any chance of return. 


Are you looking for information on how to take care of your Foxy locks products, then read on as this page will have all the required information on how to get the most out of your hair extensions.

Do you have any tips for hair extension after care?

• Only wash about every 3 weeks or so, using a salon quality shampoo and conditioner (we recommend our Foxy Locks Luxury Duo).  When washing gently squeeze the shampoo/conditioner through the hair from top to bottom (never rub).  

• Always use a shampoo / conditioner suitable for coloured hair.

• We would highly recommend using a hair mask as a deep conditioning treatment and hair oil on the ends once the hair has dried.  This will help replace the natural oils that the hair would have otherwise received if still attached to the head.

• After washing - leave to dry naturally where possible and minimise the use of a hair drier

• When using a hot tool - make sure that the heat is no hotter than 170 degrees and ensure that straighteners are not left on the ends too long as it can burn the hair.  Always use a heat protectant when using a hot tool.

• When brushing - hold the weft firmly at the very top whilst brushing gently from the bottom upwards, our hair holder and styler is perfect for this.

• Do not sleep/swim whilst wearing your hair extensions 

What about washing the hair extensions?

You can wash them as you would your own, using a shampoo and conditioner suitable for coloured hair. We also recommend using a hair treatment on them every few weeks, because the hair is not attached to your scalp it is not getting the oils it should be. Using a treatment/hair mask will help keep them looking healthier and shiny for longer! You will find that you don't need to wash your extensions too much, about every 3 weeks. The extensions can be blow-dried, but it is not recommended to do it too often. It is best to let your hair extensions dry naturally after washing them. 

Can you provide step-by-step instructions for washing hair extensions?

Step-by-step washing instructions:

1. Apply a hair oil to the extensions and gently brush out each piece so that they are tangle free

2. Gently wash each piece under your kitchen tap with shampoo, combing the shampoo from the top to the ends and never rubbing together.  We would recommend completing this step twice.

3. Once you have completed this step and washed the shampoo out, apply a hair mask and use a detangling brush to brush the product throughout the piece.  Once you have completed this step for each piece, please allow the hair mask to soak on the extensions overnight.

4. In the morning, gently wash out the hair mask and repeat step two but with conditioner.

5. Once the washing process is completed, please gently towel dry the extensions and hang them up to air dry

6. Once dried, apply a heat protectant and return the extensions to a silky and smooth condition with a flat iron - piece by piece.

7. We would then recommend applying a hair oil throughout the mid-lengths to ends.

This process should only be carried out every 3 weeks or so depending on usage, this really helps to increase the longevity of your extensions.

 

Can Clip in hair extensions have loose clips?

As the clips are the replaceable part of the weft, this does mean that they may become loose / may need to be replaced. Unfortunately we cannot give a timescale as to when this may need to be done as it would be solely down to the individual, amount of usage, care etc... Please be assured that this does not affect the set or usage. The clips can be easily replaced by a few stitches, or even by applying a small amount of glue to the area. 

Can i dye or tone my hair extensions?

As our extensions are made from 100% human hair, this does mean that the hair can be dyed / toned if required. However please note that this is done so at your own risk and will void any chance of return. Extra care should always be taken when carrying out the dying process, and we would always recommend that a qualified hairdresser / colour technician carries out the colouring process to ensure a professional result is achieved. The hair should not be bleached or dyed lighter as this may damage the hair, we would always recommend if you wish to dye the hair that you dye the hair darker. We also do not recommend that the silicone banding is dyed, or any products are used on this as it may weaken the silicone bond which could cause future problems with the set.  


Discover our Volumizer 16 inch and 20 inch hair extensions here at Foxy Locks. Ideal for boosting your hair with a touch of extra body, our Volumizer hair extensions weigh 50g-60g, making them perfect for clipping into your existing extensions or long natural hair for a touch thicker, voluminous locks in an instant.

Does the volumizer piece need to be slightly longer or slightly shorter than my real hair?

It can be slightly longer or shorter than your own hair as you are able to place it higher up your head or lower down depending on what works for you best.  

Is one Volumizer clip enough for natural hair? 

The Volumizer range is perfect for adding natural volume to your hair!  If you are unsure which range would be the most suitable for you, please do not hesitate to contact our team via this helpdesk or live chat.

Please can you explain the difference with the volumizer and a full head of clip ins? If I was to just buy the volumizer would it give good coverage or is this not for that? 

The Volumizer range is a singular piece perfect for adding natural volume to your hair, the other ranges consist of 7 to 8 different sized pieces for a full head coverage.  If you are unsure which would be more suitable for you, please do not hesitate to send us some pictures of your hair, you can use our colour matching service or live help.

How thick is the volumizer?

Our Volumizer ranges comes in 16" 50 grams or 20" 60 grams.   

Can the volumizer be used on its own if I have very fine hair?  

The Volumizer can be used on their own or alongside another set.  



Ordering

Where do you ship?

We ship worldwide using DHL Express & Royal Mail within the UK.  These shipping products are the best on the market and provide the most reliable experience overall with 99% of all customers having no issues in transit. 

How long does shipping take?

Approximate Delivery Times:

UK – 2 to 3 working days. (Express 1 Day Service available) 

INTERNATIONAL EXPRESS  - 2 to 3 working days

EUROPE STANDARD - 5 to 10 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

WORLDWIDE STANDARD – 7 to 14 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

How do I track my order?

Tracking is emailed to the customer once the order is dispatched, so please make sure your email address is correct when placing the order. 

High Value International Orders

If your order is of a high value (£350 or higher), your order must be dispatched with DHL Express shipping and High Value Insurance. Any order over the value of £350 and standard shipping has been selected cannot be processed or dispatched.

Our team will contact you prior to dispatch to arrange payment for your upgrade and insurance.  

Your order will not be dispatched until payment is received. 

 



Return, Refund & Exchange policy

You can start a return from our UK Return Portal found below. Make sure you read all info on that page before sending back to us and ensure you contact us first before you initiate a return. If you are unsure about anything, just contact us and we will be happy to assist.

UK Return Portal

If you wish to return or exchange a product, and you are based internationally then please use the return portal below, and please note the process is different to the information found on this page, so please read the info on the international returns page fully before returning any items. Again, if you are in any doubt, just reach out and we will be happy to assist you.

International Return Portal 

Can I return/exchange items if I change my mind?

Our Clip in hair extensions do come with a test weft section that you can open and this is used to gauge the quality and the colour. The item main compartment needs to be unopened and the product unused with the security seal intact if you wish to return for a refund or exchange. Due to hygiene reasons this is non-negotiable. 

If I have ordered Tape Ins, a Ponytail or Volumizer can I still return?

Our Tape In, Volumizer and Ponytail boxes will not be sealed shut with a hygiene seal like our clip ins. We understand that you may need to open the box to check the colour, length, and quality etc… These items can be returned as long as they remain unworn, unused and in the same brand-new condition as sent!

Do you offer refunds?

We do, if an item is faulty due to an error on our part then the customer can return the item for free, and we will confirm the issue. Once checked and confirmed, if a refund is then required we will refund in full.

How long do returns take to be processed?

Please allow approximately 1-3 working days for your return to be processed by our team. Once your return has been processed, you will be notified via email! Refunds can take approximately 7 working days to appear back into your account.

Do I have to pay to for the return?

UK returns made through our portal cost £3, this charge will be deducted from your refund total. We do not operate a free return Service.

In the event that we find that the product is faulty, and you require a refund, you will be refunded in full including original outbound shipping. Or we will contact you as per your requirement to facilitate a replacement / exchange being sent with upgraded shipping. Original shipping fees are non-refundable.

Can I return for an exchange?

Yes, we will happily exchange your product if the length or colour is not suitable! Please complete the return/exchange form to let our team know the new item you require. If returning for an exchange, we will send the first new item back to you free of any postage charge.   If you have used a return shipping label from our portal, our team will contact you to collect payment of £3 before your new item can be sent. Foxy Locks reserves the right to charge return fees to anyone found abusing the system.


I think my item is faulty, what should I do?

Should you find a fault with your product within the first three months of receipt, please contact us at [email protected], so we can assist you. Any fault brought to our attention after 3 months of the day of receipt falls outside of our return for investigation period, so this is unable to be accepted. In this case, our team will provide further advice on how to resolve the issues you are experiencing. Please note that we will require the faulty item to be returned to us before any refund or exchange can be offered. We do not refund or exchange without the product being returned for investigation. The complete set must be returned to us before we can begin an investigation.

Can I return a sale item?

No, Sale items can not be retuned and are bought on the basis that the sale is final. 

Can I change my order?

If your order has not been dispatched then you can change your order, please do this by contacting us here. If your order has been dispatched then it will be required to facilitate a return. Please note last minute changes may not be possible so always try to let us know as quick as possible, so we can best assist you. 
 

Can i cancel my order?

As above, if your order has not been dispatched, and you contact us in good time, then the order can be cancelled by contacting us. We would then refund in full or straight cancel the order depending on the authorization status of the payment at the moment of the request.


Which payment types do you accept?

We accept all major credit and debit cards 

Mobile payment options Apple Pay & Google Pay

Amazon Payments & PayPal

Do you offer Buy Now Pay Later?

We offer the below options

Klarna

Clearpay

PayPal Pay Later 

Are there any surcharges

We do not apply any extra charges for any of the payment methods provided 

How long should a refund take to reach me?

If the refund is the result of a return then please allow approximately 1-3 working days for your return to be processed by our team. Once your return has been processed, you will be notified via email! Refunds can take approximately 7 working days to appear back into your account.

If the refund is the result of cancellation before shipping then it should be within 1-2 days from requesting a refund.


Do you offer gift cards?

We do offer gift cards, treat someone you love now with something unique from Foxy Locks.

Purchase gift cards here

How long are gift cards valid for?

Gift cards are valid for 1 year (365 days)

Can I exchange a gift card for cash?

No, gift cards can not be redeemed for any cash value.

How do Foxy Locks discounts work?

Foxy Locks offer discount codes from time to time which can be used on the website, either in the Basket or the Checkout.  

We have different codes depending on which currency you would like to check out with.

You can choose £ or $ as you prefer from the top of the website via the currency selector.  

Once currency is chosen, at the Basket or Checkout you can then input your codes in the following formats

Currency £ - add code as normal

Currency $ - add USD to the end of the code


What should I do if my discount code is not working at checkout?


We confirm that our discount codes are valid and should be working properly. If you are experiencing issues applying a discount code at checkout, please reach out to us for assistance, and we will gladly help you through the process of placing your order with the discount applied.

Pre Orders

What is a Pre order?

A pre-order is an order a customer places for an item that has not yet been released for sale. The idea for pre-orders came because consumers found it difficult to get popular items in stores because of the items' popularity. Businesses then had the idea to allow customers to reserve their own personal product before its release.

Why Pre Order, what are the benefits ?

With demand high for our hair extensions, we place products on to Pre order when they run out of stock, which means customers can reserve a set just for them which takes priority for dispatch as soon as we receive them. Be first in line and don't miss out by Pre ordering.

How long does a Pre Order take to complete?

A pre-order usually takes 10 -12 weeks to complete, sometimes faster and sometimes slightly later. You can always check with us via live help during this process, and we will provide updates. As soon as it comes, we dispatch and email confirmation with tracking. 

I have Pre ordered a product but have since changed my mind?

You can cancel your Pre order and receive a full refund if done so before the date of dispatch. There is no fee applied for making or cancelling a pre-order. If you wish to amend or cancel your pre-order, just reach out to us with your order number, and we will be happy to assist. 

I don't want to Pre Order - what are my options?

No problem, if you don't want to make a pre-order and reserve a hot selling item, the next best thing to do is stick your email into the notify me section just under the pre-order button on the products page (see image in next question below) This means that as soon as stock comes back in, after all pre-orders have been allotted, we will then email you to let you know the product is in stock, and you can purchase your chosen hair extensions.

Alternatively just contact us via one of our many contact options, and we will be happy to assist you in getting what you desire.

I did not make a Pre Order, why is my order status saying it is?

It is impossible to make a pre-order on our website without knowing it. We only want people to pre-order who ready want to use the service. If you have made a pre-order and no longer wish to receive the item, you can cancel free of charge and your item will go to the next in line. 

  • The category Image thumbnail has a Pre order banner on it 
  • The product page has no “Buy” button, only a “Pre Order Now” Button


I want to make a Pre Order -  How long until I receive my order?

Making a pre-order and reserving one of our hot selling products is easy and trouble free but the main question most customers want to know is when will I receive my hair extensions.

From the point of ordering it usually takes between 10–12 weeks for us to dispatch your order. This can sometimes be faster or slower depending on various factors.

Once the item arrives with us and is checked and ready for dispatch, we will prioritize all pre-orders and ensure they are sent first.

10–12 weeks is a long time to wait?

The approximate wait times of 3 months are worth it, our hair is infinitely better than the rest and we actively check this fact. Foxy Locks hair extensions are a high-end luxury product and as such, our manufacturing processes make more effort to ensure that quality which means a little more of a wait time, the end product is worth the wait and more importantly, worth your money.

Can I contact you for updates?

Please do, the quickest way is to contact us from Live help, but you can contact us via any method, and we will update you on the progress of your pre-order, we may even have an alternative which is even more perfect for you, just reach out and the Team at Foxy Locks will help you 😊

Rewards

We operate a loyalty program on our site to reward customers for certain actions like purchases, social likes and shares and other interactions 

All the information required is found here on the below link and can also be found on your customer account page. If you have any questions please reach out via our help desk, and we will be happy to help. 

Foxy Locks Reward Program

Do you offer a referral program? How does it work?

We have created a referral program to thank our customers for referring their friends and family.

To refer someone, you will first need to have an account on our online store. 

Give your friends £10 off on their first order of £150+ and get £10 (in points) for each successful referral. You can find out more on the below link, and you can start referring and earning straight away. 


Referral Program 

How do i earn points?

Points can be earned through a variety of actions which are listed below. You can also find more info on the Rewards page itself, just sign up and begin earning money off your next purchase while being rewarded for your loyalty. 

  • Earn 1 point per every £ spent
  • Earn 10 points for a TikTok follow
  • Earn 10 points for a Facebook Like
  • Earn 10 points for an Instagram follow.
  • Earn 10 points for a Twitter Follow
  • Earn 10 points for reading our blog
  • Earn 15 points for sharing a post or tweeting about us.

Full information on our Foxy Perks here 

Foxy Affiliates

 Join our Foxy Locks Affiliate program!

Foxy Affiliates earn commission for every sale made using their unique links when posting on social media channels . By promoting your Foxy Locks extensions, lashes, and hair care products, you can earn money whilst showing off the products you already use and love!

How do i sign up to be a Foxy Affiliate?

What do i get for becoming an affiliate?

For each validated sale you will get

  • 8% Commission, with an average order value of £120
  • A chance to become a Foxy Locks Ambassador
  • The opportunity to be featured on our social media platforms, boosting your reach and exposure
  • Ability to track your results, optimise your strategy, and maximise revenue potential

How does it work?

  • Join our Affiliate network on AWIN
  • Generate your personalised Affiliate link
  • Attach your personalised link to your social posts, stories, and videos
  • Start earning!

 

FAQs

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

Can I change my order?

We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to support through the helpdesk.

Where do you ship?

We currently ship worldwide

if you have any issues with your chosen country then please reach out to our support through our helpdesk.

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.

Express shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

- United-States: 2-3 days
- Canada: 2-3 days
- Australia: 2-3 days
- France: 2-3 days
- UK: 1-3 days
- Germany: 2-3 days

For standard shipping options, please see below 

EUROPE Standard - 5 to 10 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

WORLDWIDE Standard – 7 to 14 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

High Value International Orders

If your order is of a high value (£350 or higher), your order must be dispatched with DHL Express shipping and High Value Insurance. Any order over the value of £350 and standard shipping has been selected cannot be processed or dispatched.

Our team will contact you prior to dispatch to arrange payment for your upgrade and insurance.  

Your order will not be dispatched until payment is received. 

 

What happens if my order history is not showing in my account?

We apologize for any inconvenience caused by the absence of your previous order history. Unfortunately, following a move to a new website platform, there was an error with the transfer of order history. We are unable to check orders prior to a certain date. Instead, we can offer colour matching assistance or any other help you might need. Please reach out to us for support.


How does your online colour match service work?

Thank you for your interest in our colour match service! It's designed to help you find the perfect colour for your hair extensions. To use our online colour match service, please send us some pictures of your hair. Ideally, a head and shoulder shot that best shows the full length of your hair from the back, taken outside in natural lighting but not direct sunlight, will give us the best view of your true hair colour for the most accurate match.

https://foxylocks.com/hair-colour-match/

Where do you ship?

We currently ship Worldwide

if you have any issues with your chosen country then please reach out to our support through our help desk.  

How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for dispatch.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

UK Standard - 2/3 days

EUROPE Standard - 5 to 10 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

WORLDWIDE Standard – 7 to 14 working days (Please be aware your delivery may be subject to delays due to custom clearance processing in your country)

Do you offer fast shipping?

We offer next working day delivery via Royal Mail in the UK for a fee 

We offer fast, express shipping for international orders using DHL Express - example time frames below, but they are approximate.

- United-States: 2-3 days
- Canada: 2-3 days
- Australia: 2-3 days
- France: 2-3 days
- Germany: 2-3 days

You can select fast shipping after having entered your delivery location.

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Additionally, you can track the status of your order from your "order history" section on your account page on the website.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

Will I pay taxes for international shipping?

Foxy Locks does not charge customs or duties for international orders however these may be applied by your home country boarder team. Foxy Locks has no control over this aspect, and it is based on individual countries requirements. 

Deliveries in Europe will have to pay custom taxes.

Our delivery partner will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.

For more information, please refer to the website of the delivery partner handling your delivery, your own countries import rules or reach out to us for more info


High Value International Orders

If your order is of a high value (£350 or higher), your order must be dispatched with DHL Express shipping and High Value Insurance. Any order over the value of £350 and standard shipping has been selected cannot be processed or dispatched.

Our team will contact you prior to dispatch to arrange payment for your upgrade and insurance.  

Your order will not be dispatched until payment is received. 

 


Do you offer a referral program? How does it work?

We have created a referral program to thank our customers for referring their friends and family.

To refer someone, you will first need to have an account on our online store. 

Give your friends £10 off on their first order of £150+ and get £10 (in points) for each successful referral.

You can find out more on the below link, and you can start referring and earning straight away 

Foxy Locks Referral Program

Do you have physical stores?

We are based in Hayle, South West Cornwall in the United Kingdom and we ship Worldwide
our Postal & Dispatch address is:

Foxy Locks Ltd
16 Marsh Lane Industrial Estate
Hayle
TR27 5JR
UK (Great Britain)

Is there a warranty?

We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 30 days of delivery
- The return is made within 14 days of the return or exchange request

If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed and we will be happy to assist.


Can I leave a review for a product I'm satisfied with? 

Your feedback is invaluable, and we would greatly appreciate it if you could take a moment to leave a review on our official review pages. Here are the links for you to share your experience: https://www.reviews.co.uk/company-reviews/store/foxy-locks 

https://uk.trustpilot.com/review/foxylocks.com

Thank you for choosing our product, and we look forward to serving you again!


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