Service, Refund and Returns Policy
Shipping & Delivery
- UK Mainland Next day DPD Delivery – £6.65 (1-2 days)
- UK Mainland DPD Saturday Delivery – £24.15
- Ireland DHL 3-5 Days – £30
- Europe DHL 3-5 days Delivery – £35
- Worldwide DHL 3-5 days Delivery – £40
- Orders can also be sent directly to Fed-Ex on request.
Delivery Information
For all UK Mainland Delivery: Customers/Wholesale orders must be placed before 3.30 pm. Customer/Wholesale orders placed after the 3.30 pm cut-off time will be processed the next working day.
If ordering on a Friday for Saturday Delivery the same will apply with the cut-off time at 3.30 pm (please make sure to click Saturday Delivery). Our head office is closed on Sunday and
closed for all UK Bank Holidays.
Please note all of our wefts 100G, 120G, 140G & 160G come in a box. These do not fit through letter boxes. If you do require your order in a box, please leave instruction with DPD of where to leave your parcel. If you do not require a box please call our team on 0151 902 0002 Option 1, otherwise, this will be posted in our box packaging.
Click and Collect
We offer click-and-collect services from our Head Office only. This is an option you will see when you are at checkout. Our office hours are Monday-Friday 9AM-5PM.
Dianne Marshall Hair Extensions LTD
11 Stanley St
Liverpool
L1 6AA
Processing of Orders
We aim to dispatch orders on the same day and deliver the next day. Once your order is packaged you will receive an email from Dianne Marshall Hair Extensions to let you know your order is ready to be dispatched.
You will also receive a text message and email from DPD to keep you up to date with the process of your delivery.
Delivery times are from 9 AM-6 PM Monday-Friday. We do not have control over the time delivery of a parcel. If you wish to have your parcel delivered before a certain time, please put this on your order note and we will contact you to arrange this.
- Once an order has been placed via your account this means you have agreed to all terms and conditions.
- If you wish to amend an order you must contact us at info@diannemarshall.com
- We accept the following payments for all online orders – Credit/Debit Card, Apple Pay, Klarna and PayPal.
- We accept the following payments for all in-store purchases – Klarna, PayPal, Credit/Debit, Card and Cash.
Delays in Delivery/Missing Parcels
Once your order has been dispatched you will receive full tracking via text message and email. This will help you with your delivery and knowing when you will receive it. Dianne Marshall Hair
Extensions are not held responsible for any parcels that do not arrive within the times stated by DPD.
We will always do our best to work alongside you to help you track or locate your parcel. If a parcel has been classed as missing this is out of our control as every parcel is scanned at our head
office and taken by the courier. This then will be dealt with DPD directly as they will then put a search out for the parcel.
Our Refunds, Exchanges and Cancellations Policy
Remy Hair
Terms and Conditions of Sale – UK
By purchasing from Dianne Marshall Hair Extensions LTD you accept our terms and conditions.
Colour ring/colour matching
We make every effort to display our colour shades as accurately as possible on the website. We cannot guarantee that all computer monitors will display our hair colours as accurately as we would hope. We would advise ordering our colour ring or, you can send us a colour sample to:
Dianne Marshall Hair Extensions LTD
11 Stanley St
Liverpool
L1 6AA
We also offer a free consultation service in-store and via WhatsApp.
Cancellations/Exchanges/Refunds
When placing an order, please pay attention to the detail. If you have made a mistake whilst placing your order and want to change the product, please contact our customer service team on 0151 902 0002 (Option 1).
If you need to exchange or would like a refund. We ask that the product is returned to us within 14 days from purchase date. Any products returned after this time will not be accepted for a refund.
Due to the nature and hygiene of the product. The product should be returned in its original packaging, attached to backing paper, not tampered with or worn. Please note your order number along with your name. Once we receive the product, your refund will be processed this can also take up to 14 days, depending on your payment method made.
We do not have a free returns portal. Shipping for a return must be paid for by the customer and returned to our Head Quarters:
Dianne Marshall Hair Extensions LTD
11 Stanley Street
Liverpool
L1 6AA
Any product that is not in its original packaging, not attached to backing paper, tampered with or worn will not be accepted for an exchange/refund. The hair will be returned directly back to the customer.
Outlet
All products displayed on our Outlet page are non-refundable or exchangeable. Once purchased we will not accept these back.
Returns – faulty goods
If you have human hair extensions that appear faulty due to quality issues. The fault must be reported via email to the Customer Service Department: info@diannemarshall.com within a maximum of 35 days of the receipt date due to the product being a consumable item.
We do not offer refunds.
The hair should be returned to us within 7 days of reporting along with our complaints form and proof of purchase.
Please note: hair extensions must be removed for us to examine the hair.
Once received, you will be notified within 7 days of the outcome.
If no manufacturing fault is found then the hair will be returned to you.
The hair may be required to be sent off for testing to our factory and can take up to 6-8 weeks for an outcome.
Dianne Marshall Hair Extensions LTD will not be held responsible for any out-of-pocket expenses due to faulty goods ie. removal or re-application of goods.
Goods are not considered faulty if the condition deteriorates due to poor hair management or poor application of hair extensions.
Poor management includes not using the recommended products ie. Sulphate and protein-free shampoo and hydrating conditioning masques, excessive direct heat, neglecting your maintenance.
Discolouration and Fading
Hair extensions may change colour due to environmental factors.
Hair discolouration caused by a chemical is not a manufacturing fault and can be anything from the following, sun protection creams, perfume, tanning products, incorrect product use, sun exposure, chlorine, sea salt water and hard water containing minerals such as limescale and copper.
Hair extensions can discolour over time or when exposed to the above information. Contact from any of these can cause the hair to change colour to a pink or copper tone triggering a chemical process altering the pigmentation. Purple shampoo is classed as a chemical, please be aware when using this. It will be at your own risk.
Some suncreams have certain ingredients in them that can turn hair extensions pink or copper. Please be aware of a chemical called avobenzone, this is often found in aerosol sunscreens.
It is important to make sure your hair is fully covered during warmer times of the year or on holiday. UV rays can cause the hair extensions to dry, fade or discolour.
See here to check if you have hard water in your area. To soften your water and avoid harsh minerals you can have a water filter fitted to your shower for approximately £30 on Amazon.
If you do have a complaint about the Remy hair please fill in our customer complaint form, and return the hair product to Dianne Marshall Hair Extensions with your details.
European/Spanish Hair
Our European hair extensions are custom-made specifically for each customer.
Handmade wefts cannot be cut.
We will not be held responsible for wrong measurements, cut wefts, or mistakes in colour matching so if you are unsure of what to order please ask as we are here to help you get the best hair extensions possible.
As this hair is custom-made for each client it is very important to check that you are satisfied with the colour as we do not recommend re-colouring the hair due to the hair already being chemically coloured and no refunds or exchanges will be given if the hair has been altered in any way.
If you are not sure what length or how many wefts you need then call us on 0151 902 0002 and we can have a consultation over the phone or in our Liverpool HQ (Dianne Marshall Hair Extensions LTD, 11 Stanley St, Liverpool, L1 6AA).
If you have never purchased European hair from us before you may want to contact us first to be sure you get exactly what you want. Any faults on the hair should be reported to us within 14 days of purchase as any faults with the hair would show up within this time.
Failure to report this will forfeit you to have a replacement or refund.
If you do have a complaint about European hair please fill in our customer complaint form, and return the hair product to Dianne Marshall Hair Extensions with your details.
Once the hair has been returned to us it will need to be tested by our quality control department to determine where the fault lies.
If a fault is discovered with the product, an exchange will be arranged.
Under rare circumstances, if the issue cannot be resolved then a refund will be issued.
This whole process may take up to 28 days from the day we receive the hair.
Russian Hair
Our Russian hair extensions are custom-made specifically for each customer.
Handmade wefts cannot be cut.
We will not be held responsible for wrong measurements, cut wefts, or mistakes in colour matching so if you are unsure of what to order please ask as we are here to help you get the best hair extensions possible.
As this hair is custom-made for each client it is very important to check that you are satisfied with the hair.
Wash the hair before fitting to be sure you are satisfied with the quality as once fitted/cut/styled into your hair no exchanges or refunds will be given.
If you are not sure what length or how many wefts you need then call us on 0151 902 0002 and we can have a consultation over the phone or in our Liverpool HQ (Dianne Marshall Hair Extensions LTD, 11 Stanley St, Liverpool, L1 6AA).
If you have never purchased Russian hair from us before you may want to contact us first to be sure you get exactly what you want.
Any faults on the hair should be reported to us within 14 days of purchase as any faults with the hair would show up within this time.
If you do have a complaint about your Russian hair please fill in our customer complaint form, and return the hair product to Dianne Marshall Hair Extensions with your details.
Right of Cancellation
The United Kingdom’s Distance Selling Regulations 2000 provide you with a right to cancel your order for products at any time up to the end of the 14 working day following the day after the day on which you received the products.
You do not need to give us any reason for cancellation. If you wish to cancel your order please email info@diannemarshall.com or call 0151 902 0002 with details of your cancellation.
If you have already received the products they must be returned in an unopened condition, you must carefully repackage the item(s) in the delivery packaging and return them to:
Dianne Marshall Hair Extensions LTD
11 Stanley St
Liverpool
L1 6AA
Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. We will refund the price of the cancelled products once we have received and checked the items are in an unopened and re-saleable condition. We will not refund any postage costs incurred.