Terms & Conditions
LONDON HAIR CLINIC Orders
Thank You for your recent order.
Production Times, Bespoke Orders:
Our products are unique due to the use of virgin human hair and the high quality of product that we hand finish in London.
The production of your hair system is usually 8 to 10 weeks. Orders place between December and February (inclusive) may be subject to a further 2 week delay due to Far East National holidays.
Please advise us if you have a deadline. If you are not able to wait for the production of a bespoke piece then we would be happy to discuss the semi-custom options.
The production time is a guide. Our main concern is to ensure that the hair system is finished to the highest standard and for this reason we regret to advise that it is not possible to rush orders due to quality control.
We advise you that the fitting time is usually 2 1/2 hours, although occasionally extra time may be needed.
Please be aware that at the beginning of the fitting we will assess the colour match. If it is deemed necessary to adjust the colour the fitting will be extended by approximately 45 minutes.
We use virgin hair and do not allow the workshops to process our hair in any way. This makes our product very unique and accounts for the superior quality of hair system compared to our competitors.The quality of the hair is paramount and we focus our attention on this to ensure the most natural of appearances.
The hair system colour is guaranteed as it will lighten over time, due to the nature of virgin human hair. We advise you to consult with your stylist/technician to ensure that this is satisfactorily maintained when needed. You are asked to liaise with the stylist/technician so that the appropriate time can be booked out when making your future appointments. The hair system colour is guaranteed for 6 months. The colour will be maintained using colour deposit shampoo and conditioners. Thereafter a small charge is applicable.
Please ensure that you let your hair grow to a suitable length prior to your fitting day. The hair system will achieve a nice blend with your own hair if your hair has been grown to the recommended length. Please ask us if the consultant did not clarify the length necessary to create your desired look.
We advise clients not to cut the hair system too short at the fitting stage. Clients are welcome to make an additional visit to cut the hair shorter at no cost. We advise clients to re-visit shortly after the first fitting for the free 'check-up' appointment.We can also thin the system if necessary. Whilst this can usually be achieved during cutting and styling, we may sometimes recommend that the system be removed and thinned on a block if a substantial amount of thinning is required.
This can take some time and we may consider rescheduling the appointment if it is felt necessary to achieve the desired end result.
Skin Test for Adhesive and colour:
When you placed your firstorder the consultant should have performed a skin test for both adhesive and colour. If you are aware that this did not take place then please advise us as soon as possible. Our medical grade adhesives are hypoallergenic but it is still advisable to have a skin test performed to eliminate any risk.
Your first fitting:
Do not fit the day before leaving the country. We recommend that you have a few days to get used to your new hair system. If this is the first time you have had an adhesive bond or alternative attachment method you should monitor the strength after exercise and washing.
Semi Custom Systems:
These hair systems are made from top quality hair just like our bespoke systems.
The base designs are slightly different and vary due to the reduced turnaround times.
There is however no guarantee that the fit can be quite as accurate as a fully bespoke order so please advise us if you have any concerns.
Please understand that if you expect every detail to be perfect you will need to place a fully bespoke order. We cannot be responsible for any issues that you have with the product following the fitting.
Please examine the product carefully upon the fitting day and advise if you have any concerns.
Again it may be considered more suitable to order bespoke.
A 'Hair care and maintenance guide' is available for free. You will receive this with your free gift set on the day of your first fitting.
You will also be emailed this within 48 hours of your fitting date. If you would like us to email you a copy prior to this appointment then please advise us.
The 50% balance is required to be paid on the fitting day. We cannot offer credit so please ensure you have adequate funds before proceeding with the fitting.
Any smaller deposits may result in the delay of the production of the system. Please be aware that the balance of the deposit will be required before the system is sent.
Please be aware that once the system has been cut the balance is required. Payment is required even if you intend to leave the system with us to allow your own hair to grow longer in order to achieve a perfect blend. There will be no extra charge for the extra visit.
6 Month Guarantee
We will ensure that for a period of 6 months from the fitting date we will maintain the hair system to ensure that the colour is maintained to match your own. Please book any such appointments in advance and continue to liaise with your stylist/technician to ensure that adequate time is booked out for these services. It is your responsibility to request this service when making your appointment although we will always try our best to facilitate our clients.
Please book any such appointments in advance and continue to liaise with your stylist/technician to ensure that adequate time is booked out for these services
We will guarantee the hair system for 6 months from the fitting date. The agreement is to provide a client with 6 months of satisfactory wear. We will maintain the hair system to ensure that any normal premature shedding is repaired within the 6 month guarantee. We may need the hair system for a period of time when repairing.
It may be necessary to send the hair system to the workshop to carry out repairs. For this reason we would advise clients to have a second system so that we can carry out any repairs to a high standard. Some types of repairs cannot be carried out to the same high standard in London.
We strongly advise clients to seriously consider the Hair4Life and Elite Hair Hair Replacement Programmes. This will ensure that you never encounter a problem so that your hair always looks great. We are restricted in the maintenance and repair services that we can offer if you only have one system.
You also have to consider how you will manage without a system should it be needed to be left with us to repair in London or to be sent to the workshop.
Please be advised that we consider the life of the hair system to be 6 months for 'life of hair system' purposes. Therefore if it is deemed that, for an extraordinary situation, the system needs to be replaced you will be liable for a cost for the new piece discounted by the loss of 'system life' that you did not receive. To clarify, if a piece was considered to have had 4 months of 'satisfactory life' then you will be entitled to 2/6ths or 1/3rd of the cost of the new system.
Again it is advised that you consider the Hair4Life and Elite Hair Hair Replacement programmes to avoid such issues.
For certain, out of guarantee services, the client will need to acknowledge one or more disclaimers before the work can commence. The following disclaimers advise clients as to the terms and conditions under which we carry out the maintenance of the hair system.
Before booking your appointment for knotting we need you to read and acknowledge this disclaimer.
The knotting will be done with the utmost care and consideration. We cannot however guarantee perfect results for work carried out in London ('on-site'). If your product is still under the 6 month guarantee we suggest that you consider letting us send the hair system to the main workshop where the durability of the knotting is greater. Repairs sent to the main workshop can take between 6 and 10 weeks.
Please also be aware that when Knotting in London is possible, we work to 1 hour knotting slots when knotting is requested. If you feel that you need a longer period of knotting then please advise reception.
Prior to the booking of your slot for knotting we will also need to see the extent of the thinning or hair loss to assess the amount of time required. We would need you to email us a picture showing the area of hair shedding/loss.
Please be advised that for silk top repairs the knotting process is different and these repairs usually take place at the main workshop. We can if approved by the client knot hairs in to a silk top piece on-site but it is important that you see a sample of what can be achieved before going ahead.
The production of a hair system takes a great deal of time so please be realistic as to what can be achieved in the time frames when knotting takes place 'on-site'. Please request to see the knotter once the stylist has removed the hair system so you can explain to the knotting technician the area/s that need to be prioritised.
For specific hair types, colours, structures and lengths it may be difficult for us to match the hair on your piece exactly. We will endeavour to match the hair as closely as possible but there are occasions when we can not achieve an exact match when repairing on-site.
Knotting within the 6 months guarantee is free.
The cost for knotting outside of the 6 month guarantee is £65 per hour which is inclusive of the cost of the hair.
General Repairs Disclaimer
Before booking your appointment for a repair we need you to read and acknowledge this disclaimer.
The Repair will be done with the utmost care and consideration. We cannot however guarantee perfect results for work carried out in London ('on-site'). If your product is still under the 6 month guarantee we suggest that you consider letting us send the hair system to the main workshop. Repairs sent to the main workshop can take between 6 and 10 weeks.
Please also be aware that generally work to 1 hour repair slots. If you feel that you need a longer appointment then please advise reception.
Prior to the booking of your slot we will also need to see the extent of the repair to assess the amount of time required. We would need you to email us a picture showing the problem area.
The production of a hair system takes a great deal of time so please be realistic as to what can be achieved in the time frames when a repair takes place 'on-site'. Please request to see the technician once the stylist has removed the hair system so you can explain to the technician the area/s that need to be prioritised.
Repairs within the 6 months guarantee is free.
The cost for repairs outside of the 6 month guarantee is £65 per hour which is inclusive of the cost of the materials.
Thinning of Hair Piece Disclaimer
Before booking your appointment for thinning your piece we need you to read and acknowledge this disclaimer.
The Thinning will be done with the utmost care and consideration. The thinning is distributed as evenly as possible. Please be advised that we will not be liable for any dissatisfaction with the end result. To avoid disappointment we suggest that any thinning takes place in stages to avoid over thinning of the piece.
We will advise you as to the extent of thinning that can be achieved. You should also be aware that there is a limit to the amount of hair we can remove from the piece. If the piece is thinned too much then there is a risk that the base material will become visible.
Prior to the booking of your slot we will also need to see the extent of the thinning required to assess the amount of time required. We would need you to email us a picture showing the problem area.
The thinning of a hair system takes a great deal of time so please be realistic as to what can be achieved in the time frames. Thinning within the 6 months guarantee is free.
Disclaimer for Posting products
Before we can arrange to have your product sent to you we need you to read and acknowledge this disclaimer. We also need you to advise us of your address for where the item is to be sent and your decision on the method by which the item should be sent.
Ideally we prefer clients to collect any products in person. This removes the risk which exists when sending any item through the post. Where items are sent in the post at the receivers request we need to emphasise that we are not in a position to cover the insurance and risk on these deliveries.
We are not able to refund or replace items that are lost in transit. For that reason we always suggest that products are collected in person.
If you cannot collect in person, we offer the following options:
Royal Mail Delivery Services: There are different delivery service options. Please advise us as to your preference. Some services are guaranteed next day by certain times, some are not. Some services are insured up to a certain amount, some are not.
We are dependent upon the courier to deliver on the schedule agreed. Though we cannot be held responsible for any delays on the part of the courier to make the delivery.
Even when items are insured up to a specific amount we cannot comment on the likelihood of receiving a payment (compensation) from Royal Mail. The process is very long and you cannot be certain that you will be compensated unfortunately. We cannot be held accountable for any loses that arise as a result of using Royal Mail.
Please contact us if you would like to discuss the differences between the services. Most clients usually use either the Recorded Delivery or Special Delivery service.
Payment will be taken for the delivery service prior to sending the item.
Recognised Courier Companies: Such as UPS, DHL etc. If you would like to arrange for a recognised courier to collect your item then we request that you arrange the collection yourself and advise us. We can then prepare the parcel for collection.
Thanks and Best Wishes
The London Hair Clinic