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Frequently Asked Questions

Check our most frequently asked questions here, if you still need help then please contact us via the contact page.

What is your query about?

How do I book an appointment?

You can book via our bookings page on www.thehairpatisserie.com. 

Can I reschedule my appointment? 

Yes! You can reschedule up to 48 hours before your appointment, free of charge. Within 48 hours, we are unable to reschedule and the only option will be to cancel and rebook. Cancellations within 48 hours will be charged at 10% of the service price. In the case of a no show without notification, you will be charged 30% of the service price.

What’s your cancellation policy? 

You can cancel up to 48 hours before your appointment, free of charge. Within 48 hours you will be charged 10% of the service price and 30% of the service price in the case of a no show without notification.

What happens if I’m late for my appointment?

Working on an appointment only basis, timing is crucial for us.

We want charges to be our last resort and our only plea is that you keep us informed. Please let us know as soon as possible if you are running late, and we will try to find another way to accommodate you. We offer a 15 minute grace period as we understand things don’t always work out as planned. From 15-30 minutes, you will be charged a late fee of £10. If you are later than 30 minutes, your appointment will be cancelled and a no show fee equating to 30% of your service will be applied.

What happens if I don’t turn up for my appointment? 

Charging copious fees is not what we want to do. We want every single customer to get the attention they deserve, so notifying us as early as possible of changes, really helps. In the even of a no show without notification, you will be charged a fee equating to 30% of your booked service.

What happens if YOU cancel my appointment? 

So often we see so much pressure put on customers to keep on time, yet stylists do as they please. That is definitely not how we think things should be. If for any reason we need to cancel your appointment due to unforeseen circumstances, a 10% discount will be applied to your booking.

I ordered a wig from your website, how do I get my free appointment?

You can book your free install here or email booking@thehairpatisserie.com, quoting your order number, name and 'Free Install' as the subject.

If you are based internationally, you can book in a digital wig fitting free of charge here or by emailing booking@thehairpatisserie.com, quoting your order number, name and 'Digital Fitting' as the subject.

So I’ve booked my wig appointment, what next?

Yay you’re all booked in. Please send your hair and measurements to:

The Hair Patisserie, PO Box 3035, Romford, RM7 1UY

This needs to be received seven working days before your appointment. The measurements we need are:

 

Why do I need to send my hair seven working days in advance of my wig appointment?

This gives us enough time to make sure your wig is constructed with our full love and attention.

Do I need to provide my own hair? 

We do not sell individual hair bundles. You can build-a-wig on our website, which includes a free install for all UK customers. 

We also provide hair for our Braided Ponytail, Top Knot/Ninja Bun and Low Knot/Bun styles.

What length hair should I buy for my wig, and how many bundles will I need?

For anything under 22” we suggest buying three bundles and a closure/frontal. For anything above 24” we suggest buying four bundles and a closure/frontal. This is totally up to you, however.

Do you offer colouring services?

We have our very own coloured wig collection, which allows you to pick from a specific range of colours. If there is a colour you would like but don’t see it on the site, please reach out to us on ask@thehairpatisserie.com. We do only colour on wigs provided by us, to ensure the quality. 

What are Micro/Nano Extensions?

Micro rings are installed using a copper bead. Your natural hair and the hair extensions are placed inside the bead then squeezed together using special pliers. This is a safe and preferred method as there is no heat, tape or glue involved.

Nano rings are around 90% smaller in size however are applied using a similar method.

What is the Invisible Weave?

The most discreet method on the market yet, the invisible weave is taking the industry by storm. The weft extensions are secured seamlessly using no heat, no tight braids and no glue. Worn down or styled up, we promise your secret will be safe!

Why can’t I see the prices for Micro/Nano and Invisible Weave with hair included?

Pricing for these services including hair, is only given after a consultation. It is important to have a consultation before your hair extensions fitting. This allow us to:

♥ Assess the overall health of your hair

♥ Select and match your colours

♥ Select the length of your extensions

♥ Discuss any concerns you might have.

It also allows us to book out the correct amount of time for your appointment and give you an accurate price for the service.

What if I don’t like my hair?  

If you are unhappy with your hair, please let us know as soon as possible. We will do everything that we possibly can to rectify anything that you don’t like until you are happy with the result.

Do I have to pay a deposit?

No you don’t. We know the feeling of wanting to book an appointment but having to wait till payday. By the time payday comes along, your favourite hairstylist is all booked up. Nobody has the energy for all that. Instead we have scrapped deposit payments for a different approach. When booking online you'll be asked to add your card details which will be validated by our systems. Your card will only be charged on the date of your appointment. In the event you do not show up or cancel your appointment late, your card will be charged.

What credit or debit cards do you accept?

We accept all major Credit & Debit cards including Visa and Mastercard.

Do you offer refunds?

As a general rule we do not offer refunds on hair services. If you are unhappy with your hair, please let us know as early as possible and we will do everything we can to correct it. 

Do you have parking?

There is no parking available Monday - Saturday but there is limited free street parking available on Sunday. We do not advise driving however if you decide to, please give yourself enough time to find parking and get to your appointment on time. We are easily accessible from both Mile End and Bethnal Green station.

Can I bring someone to my appointment?

It’s a no I’m afraid. Due to the ongoing situation with COVID, and in order to best manage social distancing measures, we will not be allowing customers to bring anyone to their appointment. 

What precautions have you taken regarding COVID?

Our salon maintains a very high standard of hygiene and we will be wearing masks along with regular cleaning. Disposable capes will be used for each appointment, with all equipment being throughly disinfected after use. Please be assured that that your safety and comfort are our top priority and we can’t wait to see you soon!

Ordering

 

What payment method do you accept?

We accept all major Credit & Debit cards including Visa and Mastercard.

How do I know if I’ve placed my order successfully?

You will receive a confirmation email sent to your registered email address at time of purchase. If you have not received any confirmation, please contact us for assistance.  

Can I make changes to my order once placed?

You can only make changes to your order within 30 minutes of placing your order. Please contact us as soon as you become aware of changes needed to be made at orders@thehairpatisserie.com. 

Can I cancel the order I placed?

For customised wigs, we are unable to cancel an order once processing begins. For all other products, we may accept cancellation if the order has not yet been shipped. 

What is your return policy?

We have a 14-day return policy on all ponytails and clip ins, which means you have 14 days after receiving your item to request a return.

Unfortunately due to our wig collection being customised, we are unable to offer refunds on those items. 

 

Delivery

 

How long does it take you to dispatch my item?

We aim to process non-custom items within 1 to 2 business days (excluding weekends and holidays) however this is subject to change during busy periods such as Christmas and sale periods. 

For customer items, please allow up to 14 days before the item is dispatched. Once your order has been processed and dispatched you will be notified via email. 

What is the estimated delivery time?

The estimated delivery time will be depend on the option selected at checkout. Please remember to factor in any processing times.  

Do you offer expedited shipping?

Yes we do! It is important to remember that even if you choose expedited shipping, the relevant processing times still apply.  

Do I get a tracking number for my package?

Certainly, we will send you a delivery confirmation email with tracking number provided. 

I entered the wrong address and my parcel has been returned, what can you do?

Once received we will arrange to re-send the package to your correct address. You will be responsible for the postage to resend the package.

Do I need to pay any custom taxes or duties?

Our shipping charges do not cover local duties and taxes. Customers are responsible for all applicable duties and taxes associated with the shipment. We do not accept any returned packages because the customer is unwilling or fails to pay these charges.

Is the colour of my wig going to be exactly the same as the picture shown on the website?

The colour may vary, due to lighting when images were taken and different monitor settings.

What size wig should I get?

By measuring the circumference of your head, you will be able to determine what wig size to purchase. The sizes are as follows:

S: 21-21.5 inches

M: 22-22.5 inches

L: 23-23.5 inches 

What colour lace should I buy?

It Is always best to purchase lace lighter, as this can be tinted to a darker shade. If in doubt, feel free to contact us.

We offer three different lace colours:

White: Ideal for caucasian or very fair complexions.

Light Brown: Ideal for fair to light brown complexions.

Medium Brown: Ideal for light brown to medium brown complexions.