Shipping & Returns

Everything you need to know about getting your KOLANI order — and what to do if something isn’t quite right.

We want every part of your KOLANI experience to feel simple, from choosing your hair to the moment it arrives at your door. Below you’ll find our delivery times, returns information and everything in between.

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Shipping Policy

Standard UK Delivery

Made-to-Order Hair — 7–14 Days

Our hair is made to order, which means a little more time and care goes into preparing your order.

Please allow 7–14 days for UK delivery. You'll receive tracking information once your order has been dispatched, so you can follow your hair on its journey.

Next Day Delivery

Need it sooner? Next Day Delivery is available on selected ready-to-ship items.

Where available, you'll see the Next Day Delivery option at checkout. If the option isn't displayed for your chosen item, our standard delivery timeframe will apply.

Tools & Accessories

Tools, accessories and other ready-to-ship products are usually delivered within 3–5 working days within the UK.

Selected items may also qualify for Next Day Delivery. Available delivery options and estimated times will be shown at checkout.

If you want to be extra sure that your order will arrive in time, send us a message and we'll get back to you as soon as possible.

International Delivery

KOLANI ships internationally, because good hair knows no borders.

Our estimated international delivery times:

Europe - 7–21 days
USA & Canada- 7–21 days
Australia & New Zealand - 7–21 days
Rest of the World - 14–30 days

These are estimated timeframes and may vary depending on your exact destination and the items in your order.

Your most accurate delivery estimate and available shipping options will be displayed at checkout before you place your order.

Customs & Import Charges

International orders may be subject to local customs duties, taxes or import charges when they reach their destination. Where possible, we will ship international orders via DDP (which means that the duties and taxes will already be paid) but from time to time, charges my apply but it should usually be less than 10 EUR/USD. If for some reason you receive absurd charges, let us know and we'll be happy to cover them in part or in full.

Customs processing can occasionally add additional time to international deliveries and is outside KOLANI's control.

Returns

Retuns & Refunds

Changed your mind? That's okay.

We want you to love your KOLANI order. If something isn't quite right, eligible products can be returned within 28 days of receipt, subject to the conditions below. Click here to start a return.

Because hair extensions and tools & accessories are different types of products, their return requirements differ slightly.

Hair Extensions Returns

We accept eligible hair extension returns within 28 days of receipt, provided the hair remains in its original, unused and resaleable condition.

To qualify for a return, your hair must:

Have all original KOLANI tags, ties and seals attached and intact.
Be returned with its original packaging.
Be unworn and uninstalled, with no signs of wear or use.
Remain in its original condition.
Not have been brushed, combed through or otherwise manipulated beyond what is reasonably necessary to inspect the product.
Not have been washed or treated with any products.
Not have been cut, trimmed or altered in any way.
Not have been coloured, dyed, bleached or chemically processed.
Not have been exposed to heat styling or other styling methods that alter its original condition.
Not be a clearance, final sale or otherwise non-returnable item, where this was clearly stated before purchase.

We completely understand that you'll want to see and feel your new hair before deciding whether it's right for you. You're welcome to carefully inspect the hair, just as you would when viewing a product in a shop.

Please keep all tags, ties, seals and packaging intact, and don't brush, wash, install, style or alter the hair until you're sure you'd like to keep it.

Once hair has been worn, installed or altered in a way that means it can no longer be resold, we may be unable to accept it as a change-of-mind return.

Tools & Accessories Returns

Tools and accessories can also be returned within 28 days of receipt, provided they're returned in their original condition and meet the applicable return requirements.

For a change-of-mind return, your item should:

Be returned in its original condition, without damage caused after delivery.
Include the original packaging, where applicable.
Include all parts, attachments, accessories and manuals originally supplied.
Have any tags, protective seals or hygiene seals intact where applicable.
Not have been altered, modified or damaged.
Be packaged securely for its journey back to us.
Not be a clearance, final sale or otherwise non-returnable item, where this was clearly stated before purchase.

For products where a hygiene seal is provided and hygiene is relevant to the product, the seal must remain intact for a change-of-mind return.

If an electrical item has been used beyond what is reasonably necessary to establish its nature, characteristics and functionality, this may affect the amount we are able to refund.

Refunds

Once your return has been received and inspected, we'll process any approved refund to your original payment method.

Please allow 3-5 working days for your bank or payment provider to make the funds available in your account after we've issued your refund.

Original delivery charges and return postage are handled in accordance with your statutory rights and the reason for your return. In most cases, returns will be free, however in some instances you will be required to pay a £4.79 return postage fee.

If your refund is taking longer than ususal, click here to get in touch with us.