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Welcome to Diversity Hair!

Shipping & Returns

Shipping Prices

You can get a shipping quote by clicking on MY CART at the top right of the screen and clicking the MY CART button. Scroll to the bottom left of the cart page and enter your location to get a shipping quote. There is no commitment to the order at this stage. Prices are based on size and weight of your order as well as location.

Dispatch Times

Dispatch will be within 1-2 days of placing your order. We aim to ship every order made by 4.30pm UK time, same day. However, at busy times this may mean your order is dispatched the following day.

Delivery times

Delivery time frames and delivery companies used are show below. Please note these are delivery time estimates given to us by the companies we use.

UK Shipping

FREE COURIER - Free shipping via tracked courier is applied to every UK order of £100 or more. Courier is chosen by us, and we will use the most appropriate for your order size and weight.

Royal Mail Tracked Delivery - Royal Mail Special Next Day Delivery. Delivered before 1pm on the day after dispatch.

DPD Tracked Courier - This is valid for anything up to 30kg in weight. Guaranteed delivery in 1-5 working days after dispatch to the majority of UK destinations, usually next day after dispatch. Online tracking and proof of delivery. Couriers are booked at time of order, your order will be collected from us and on its way to you the following working day. DPD gives a 1 hour delivery window, text or emailed to you the day of delivery so that you can plan your day.


Overseas Shipping

Please note that some shipping options have a weight limit, if this limit is exceeded then we may split your order into two separate shipments.

Aerosols. Please note that aerosols can no longer be shipped outside of the UK due to Mail restrictions. Please do not add such items to your cart if you live outside of the UK. If you have such items in your basket, you order may be cancelled and refunded, as we will be unable to fulfil.

Tracked Packet - This is valid for anything up to 2kg in weight allowing 3-15 working days after dispatch for delivery. This includes, signed for, tracked and tracked and signed mail, which will be chosen depending on your destination.

Other Tracked Courier - This is valid for anything up to 50kg in weight. Delivery within 3-10 days after dispatch. Fully tracked. Couriers are booked at time of order, your order will be collected from us and on its way to you the following working day. Suitable Courier chosen by us dependent on size and weight of your order.


Packaging

With every order, 50p of the shipping cost is packing. We pack your items suitably for shipping. Should you need to return any items to us for any reason, please be sure to do the same.

Customs Charges

Those of you living outside of the UK may find your orders are subject to customs charges. We MUST write the package contents on the packet by law. We cannot and will not mark any orders as gift.

We are not responsible for any customs charges you incur for you order. The customer assumes all responsibility for any customs charges once the order has been placed.

Returns

We follow the legal requirements regarding your rights as customer, and so are more than happy to except returns where appropriate, for either a refund or exchange. We want you to be happy with your purchase, so the following outlines our returns policy as per the 'Online Distance Selling Regulations'.

You must request a return within 14 days of purchase, and return within 14 days thereafter. Refunds will be processed on receipt of the returned item. The refund includes your full original purchase cost including postage. Buyer pays return postage costs to send item back to us, unless agreed otherwise prior to returning the item. We recommend sending back to us via recorded delivery so you can be sure we have received the products back successfully.

To request a return for an exchange or refund, please email us at sales@diversityhair.co.uk with your original order number, name, delivery address and you reason for the return. Returns confirmed by us can then be sent back to us including a note with the above information, to: Diversity Hair, City House, Ronsons Way, St Albans, Hertfordshire. AL4 9PU. United Kingdom.

We cannot accept returns of any goods that you have opened, unless they are faulty. This is due to health and safety regulations in regard to hair hygiene, so you must keep any items to be returned, sealed in their original packaging. In the unlikely event of goods being sent in error, please email us and return to us by recorded post. A refund or exchange for the right items will be issued on receipt. When any goods are returned to us as a result of us making a mistake, we shall refund the return postage cost on receipt. See terms and conditions for your right to cancel.

If you are unsure about any of our returns policies or have any questions, please drop us an email.

Loss/delay in transit

Please note that shipping quotes are from time of delivery, not from time of ordering.

We always ship items within our expressed time frame, however we do not have control over Royal Mail and couriers, therefore please be patient and allow extra time before contacting us during holiday periods, as delays at these times are normal. Delays may also occasionally be caused by customs, traffic, weather and other conditions beyond our control. Please plan to order and recieve your hair in good time before a fitting appointment.

We ask you to email us and let us know that your item has not arrived and allow us time to track it. We will resolve the issue with you via email.

Lost items with no tracking number will be investigated by other means before resolving the situation with you to your satisfaction. We will make all necessary enquiries until we find out what happened to your package, and pass all information we find onto you.

Claims of lost parcels that are found to have been delivered, will be reported as fraud.

International Address not found/Parcel not delivered and returned to us

In the event of the the courier not being able to deliver, they will make attempts to contact you on the phone number you have provided us.

If they cannot reach you, then the parcel will be returned to us. In this case we will contact you. You will be liable for paying shipping costs to have it redelivered. If you would prefer to cancel your order, you will be refunded the original goods total less the original postage cost and the return postage cost to us within the UK.

The above can be avoided by providing correct address details with additional information if needed, and being available on the number you have provided.