Have any questions?
What do you do about delivery?
Due to COVID-19, all our carriers are taking precautionary measures to ensure the health and well being of their drivers and our customers.
Be assured that all our carriers are following the advice and guidelines from the government and that the safety of everyone is our priority.
There is currently no impact to our delivery services at this stage, however we encourage all customers to use their home address for delivery.
Our carriers will operate a contact-free delivery service meaning you won’t be required to sign for any parcel that’s delivered.
You can see all carrier guidelines and measures upon visiting the nominated carrier website, emails will be provided upon dispatch to confirm delivery information.
We hope you understand and appreciate the measures implemented to protect you and ensure we can continue to operate as normal.
What do I do if I have not received my order?
We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service through your account.
Will I be charged custom or import charge?
You must certainly might be depending of your country of origin.
Any order placed for delivery outside of the UK could result in custom charges or import duties. The recipient of the parcel will need to pay any applicable charges prior to receiving their goods.
Ask your local post office for any advice regarding this issue.
What if I miss my delivery?
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.
You can select your preferred payment method at checkout.
We accept secure payments for both local & international customers via Credit Cards, Debit Cards & PayPal.
We do Not accept offline payments via check & direct bank deposit.
We do Not accept Cash at Delivery
Note that additional exchange fee may apply if your currency is other than GB pound.
What do you do about refunds and returns?
Please refer to our return policy page for more information.
If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them through your account.
Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:
If a product gets damaged or was faulty upon a delivery - we offer 100% refund.
Timing: we have a 14-days Return & Exchange Policy, since the day item was received.
To be eligible for a return, goods must be unopened, unused, undamaged and accompanied by proof of purchase.
For returns, please email firstname.lastname@example.org with the subject 'Returns' and include your order number, name and the reason for the return.
Check our return policy page for information on how to return your item. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
Please note that customers are responsible for shipping costs of returned items.
When returned item is received and inspected, customer receives a confirmation email, notifying about the status of the refund.
If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after.
How do I place an order?
Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for goods - we will ship your package within 2 business days.
Our support team is always happy to guide you at any step!
What do you do about modern slavery?
Modern slavery is a crime and a violation of fundamental human rights. It takes various forms, such as slavery, servitude, forced and compulsory labour and human trafficking, all of which have in common the deprivation of a person's liberty by another in order to exploit them for personal or commercial gain.
Exactlyhair vegan and natural hair brand has a zero-tolerance approach to modern slavery and we are committed to acting ethically and with integrity in all our business dealings and relationships and to implementing and enforcing effective systems and controls to ensure modern slavery is not taking place anywhere in our own business or in any of our supply chains.