Dianne Marshall Hair Extensions Dianne Marshall Hair Extensions

Service, Refund and Returns Policy

Terms and Conditions:

Klarna

In cooperation with Klarna Bank AB (publ), Sveavagen 46, 111 34 Stockholm, Sweden. We offer the following payment options. Payment is made to Klarna:

  • Pay Later
  • Pay in 3

Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your data is handled by applicable data protection law and by the information in Klarna’s Klarna’s privacy statement

Privacy Policy

To offer you Klarna’s payment options, we will pass certain aspects of your personal information to Klarna, such as contact and order details, for Klarna to assess whether you qualify for their payment options and tailor the payment options for you.

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 – £35-£40 (depending on location)
  • 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 Saturday & Sunday and closed for all UK Bank Holidays. You can still purchase hair from Voodou based on Bold Street, Liverpool, L1 4HY as this salon is open on Saturday & Sunday.

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 10 AM-5PM

Processing of Orders

Here at Dianne Marshall Hair Extensions, 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 – Klarna and PayPal
  • We accept the following payments for all instore purchases – Klarna, PayPal, Credit/Debit Card

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 on at our head office and taken by the courier. This then will be dealt with DPD direct as they will then put a search out for the parcel.

Our Refunds, Exchanges and Cancellations Policy

Remi 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

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 with in 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 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 a exchange/refund. The hair will be returned directly back to the customer

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 i.e. Sulphate and Protein free shampoo and hydrating conditioning masques, excessive direct heat, neglecting your maintenance.

Hair Discolouration

Hair extensions may change due to environmental factors. Hair discolouration is not a manufacturing fault. Colour discolouration can be due to a chemical colour reaction. Chemicals can be anything from perfume, chlorine, tanning products and hard water that contains minerals such as limescale and copper. See here to check if you have hard water in your area, https://halcyanwater.com 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 Remi 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 the 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 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.