Question 1

How long will my order take to arrive?

Accepted Answer

As our hair is made to order, please allow 7–14 days for UK delivery. International orders may take a little longer depending on the destination.Accessories & tools are delivered within 3–5 days, and Next Day Delivery will be available at checkout on selected items.

Question 2

How can I track my order?

Accepted Answer

Once your order is on its way, you’ll receive an email containing your tracking information.If you haven't received tracking yet and would like an update, get in touch via email: hello@kolani.co.uk.

Question 3

Can I change my order after placing it?

Accepted Answer

Please contact us as soon as possible. If your order hasn’t entered processing yet, we’ll do our best to make the change. Once processing has begun, changes may no longer be possible.hello@kolani.co.uk

Question 4

Can I change my delivery address?

Accepted Answer

If you spot a mistake, contact us straight away. We’ll always try to update your address before dispatch, but once your parcel has been processed or handed to the courier, we may be unable to change it.

Question 5

Can I cancel my order?

Accepted Answer

Please contact us as soon as possible if you’d like to cancel. If your order has already entered processing or been dispatched, cancellation may no longer be possible and you may need to follow our returns process instead.hello@kolani.co.uk

Question 6

My tracking hasn’t updated. Should I worry?

Accepted Answer

Tracking can sometimes take a little while to update after dispatch or between courier scans. If there’s been no movement for longer than 3 working days, get in touch and we’ll take a look for you.

Question 7

What happens if my parcel is delayed or lost?

Accepted Answer

Come to us. If your parcel is significantly delayed or appears to be lost, our team will investigate with the courier and help get things sorted.hello@kolani.co.uk

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