SHIPPING AND RETURNS

The One Hair System Ltd

44B George Street, London, W1U 7ES, United Kingdom

Contact: [email protected]

This policy explains how we process, ship and handle returns, refunds and exchanges for purchases made on our website. This policy applies to both domestic and international orders and does affect your statutory rights. 

- Orders are usually dispatched within 1 business day of confirmation. 

- Orders places after 3pm or on weekends/public holidays may be processed the next working day. 

- During promotion or peak periods, dispatch times may be longer. Customers will be notified if dispatch is delayed beyond a reasonable time.

We ship worldwide using reputable carriers such as Royal Mail, DHL, or UPS. Shipping costs and options are displayed at checkout before payment. 

United Kingdom: 2–4 business days

European Union: 5–7 business days

International: 7–14 business days 

These timeframes are estimates only. Delays may occur due to customs or courier issues beyond our control. 

Products ordered for international delivery may be subject to import duties and taxes. These charges shall be borne by you, and we have no oversight on these charges as they vary depending on the country. We recommend that you contact the local customs office for further information. For international deliveries, as the recipient we will input your details (where required) as the importer of record, and you are responsible for compliance with all laws and regulations of the country in which the products are received.

Risk in the products passes to you upon delivery. The title (ownership) passes only once full payment of the products have been received. 

If order is delayed, lost, or damaged: 

- Please contact [email protected] within 14 days of the estimated delivery date. 

- We will require photographic evidence for damaged products to assist investigation. Once we have investigated, where appropriate, we may offer a replacement or refund.

Under the Consumer Contracts Regulations 2013, UK and EU consumers have the right to cancel an order within 14 days of delivery without giving a reason. Where the item ordered is faulty, wrong item delivered or delivered in error, please contact us in our contact details within 14 days of delivery.

Returned items must be: 

- Unused, unopened, and in original packaging and resealable condition.

- Returned with proof of purchase. 

Unless defective or not as described, for hygiene, safety and other reasons, we do not accept returns of: 

- Opened or used hair products. 

- Customised or personalised gifts. 

Gift cards. Where we replace the product ordered because it is damaged, defective or incorrect item, you must, return the original item to us within 14 days of our communication to you that we will be issuing a replacement. If you fail to send the original product to us within 14 days, we reserve the right to charge an amount equal to the price of your original order to the payment card that you used for the order.

Prior to issuing a refund, exchange or replacement for defective product or wrong product sent we will check all items returned to determine if they are damaged or defective or wrong product sent (based on your order). If we find no fault or that the right product was delivered, we reserve the right to re-charge you for the product and to recover our fees and expenses from you.

To start a return: 

1. Email [email protected] for return authorisation.

2. Package the items securely to avoid any damage in transit. 

3. Send items to the address below using tracked postal service. 

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We are not liable for returns lost in transit, as such we recommend that you use a recorder delivery service.

Refunds are usually processed within 14 days of receiving the returned products.

Refunds are issued to the original payment method only. 

You will receive confirmation once your refund is processed. 

Refunds exclude original shipping costs unless the item was sent in error or was damaged. 

Subject to availability, you may exchange the product that you ordered. We may allow exchange at no extra cost (other than price difference) prior to the dispatch of the products to you. Where you want to exchange after delivery of the products to you, you must return the products delivered to you back to us at your own cost within [insert time].  We do not process any exchange on opened or used hair products, customised or personalized gifts. . 

Refunds for items purchased as gifts can only be issued to the original purchaser’s payment method.

If you have not received your refund after 14 days, check your bank or card issuer’s processing times or contact us at [email protected] if the issue persists.

All authorised returns must be sent to: 

The Finishing Line Ltd - Unit DC1, Prologis Park, Honywood Road, Basildon, SS14 3TS

For any questions regarding shipping or returns, please contact: [email protected]