Routes Hair Extensions Ltd terms and conditions

Terms of Sales

We reserve the right to amend this Terms of Sale Policy at any time.

Privacy Policy

We do not store credit/debit card details nor do we share customer details with any 3rd parties. If you have trouble logging in to your account you can reset your password or shop as a guest via the website (and you can still use your trade discount code if applicable).

We may store your information (not payment information) internally to help us understand our customer needs and bring a better service to you. Again this will never be shared/sold/distributed with 3rd parties unless we are required to do so by law.

We record images of all people entering our store. These will be used for security purposes, including reporting crimes to the Police. We will also publish images of people who steal or commit other crimes on our premises.

Cancellation Policy

Please note we are not able to make changes to your order once placed and once payment has been processed orders cannot be cancelled. However you can return your unused purchase within 14 days of receiving your order for exchange or refund. Once we receive returned goods we aim to process your refund within 2 working days and you will be notified via email when the refund has been actioned. After we have submitted refunds your bank will typically take 3-5 working days to clear the funds into your bank account.

Before any products are used you should check that you are happy with the product shade, method, length etc so discrepancies can be easily resolved if the items are returned unused in new condition and not removed from packaging. Once you fit the item we are unable to exchange the product for you. Routes Hair Extensions LTD can not be held liable for return items that do not reach us. Please send all returns on a traceable service to insure against loss in the post with a copy of your invoice or note with the order number.

Returns Policy - Faulty Goods

If your hair extensions appear faulty due to quality issues, the fault must be reported to us via email at within a maximum of 30 days of the date of receipt. This is due to hair extensions being a consumable/perishable product.

We only recommend the sole use of Routes aftercare and can not guarantee the quality of any Routes hair extensions with other formulas. Routes aftercare products must be purchased at the time of purchasing the extensions.

Aftercare guidelines include Routes shampoo, conditioner and protein spray for daily feed as well as cleanse. Any hair returned to be tested for alleged quality issues must be accompanied by original proof of purchase for both the extensions and Routes aftercare.

Any colouring, toning (including silver and purple shampooing) or tinting of extensions is done entirely at the customers own risk and we will not test, refund or exchange any extensions that have been exposed to the above. All hair extensions must be returned in the original product colour.

We must receive the hair within 14 days of the complaint being made.

Goods are not considered faulty if their condition deteriorates due to poor hair management including heat damage, incorrect aftercare or poor application of extensions. If no fault is present, or the hair has been damaged or coloured in any way, the goods will be returned to the customer at your cost and we will not refund or replace the goods.

We strongly advise all customers using hair extensions avoid both chlorine and sea water as this can damage hair and hair colour. It is also advisable to wash the hair in bottled water whilst overseas as water containing a high iron content has been known to discolour extensions. Discolouration of hair from different water is an environmental issue and not a fault with the hair. Routes have no control over this and therefore will not take responsibility for discolouration of hair on holiday or in areas where water has a high iron content.

It is the customers own risk to wear hair extensions while on holiday overseas or in high iron content areas.

Synthetic products can only be heated in moderation up to 180°and synthetic hair extensions can not be coloured.

Routes will not be held responsible for any additional expenses due to faulty goods
e.g. removal or re-application costs.

Goods are sold on the understanding that they will be fitted by a fully qualified and insured professional only. Due to lack of control no responsibility will be accepted by Routes Hair Extensions LTD for any damage or injury caused by incorrect fitting or aftercare.

The goods are the responsibility of the customer until they reach Routes. Please ensure all items are packaged properly to avoid transit damages. We would advise that goods are returned via a trackable postal service.

Any returned goods that we receive which are outside of this Returns Policy will be defined as "In Dispute". Such “In Dispute” items will not be refunded or exchanged. A reason for this decision will be provided.

We are happy to re-ship such items back to you at a cost, otherwise they will be destroyed within 30 working days from their receipt back to us.


If items are out of stock at time of ordering they can be reserved on back order. We aim to fulfil such orders within 2-3 weeks in strict order rotation. Occasionally there may be an extended delay in dispatching these orders due to circumstances beyond our control.
Orders that contain items that are part in stock and part on backorder are usually despatched together when all the order is available. If you require part of the order sending separately you may be subjected to additional postal charges.

Delivery Policy

We dispatch Monday to Friday orders made by 2pm. After 2pm orders will be sent out the next working day (if after 2pm Friday it will not be dispatched until the following Monday).
We use a next day service to ensure you are not kept waiting for your order.
It is the customers responsibility to ensure that the delivery details are submitted correctly.
All orders are sent on a signed for service and no parcels will be left in a safe place as this is against the contract we have with couriers to deliver our parcels. To insure and protect your goods we have to send items this way so please ensure there is someone to sign for your item. You will have the option with DPD deliveries to have the item delivered to another address or collected from a pick up shop.

Items Lost in Transit

As we use recorded delivery courier services, we are unable to report an item as missing until 20 working days after original shipment day. Due to this rule set by our couriers, we are unable to deem an item as lost until this time and will not refund or replace until 20 working days from the original shipment date. Please note that an item sent overseas is not deemed to be lost or delayed until at least 25 working days have passed.

Late Deliveries

Routes Hair Extensions LTD can not be held responsible for any late/loss or damage caused by a 3rd party. If you do experience any problems we will work with you to help you resolve any problems you encounter. We of course sympathise with any inconvenience this may cause but it is entirely out of our hands once the item is dispatched and therefore we have no control over delivery.

We are sorry but due to false promises in the past, we are unable to replace or exchange an item until the original parcel is returned to Routes. If you need an item in a hurry, we suggest you place a second order for the new item and send the original back at a later date.

Colour Matching

Whilst we endeavour to give the best advice over social media and via email, Routes will not be held responsible for any disparity in colour matching. Our Colour Matching service is a guide only. We would suggest the purchase of the Routes colour ring for accurate shade selection.

Discount Codes & Promotions

Discount codes are one per use and must not be shared or published unless otherwise stated.
Any promotional items or gifts with purchase are subject to availability. Any items which are purchased with a promotional free gift must be returned with the free gift in order to receive a full refund for the original item purchased. We reserve the right to refund the difference in value of the gift with purchase.

General Information

The content of this website is for your general information and subject to change at any time without notice. The use of any of the information on this site is entirely at your own risk, for which we will not be liable. Routes Hair Extensions LTD are fully trademarked and any reproduction of our design, look, layout and graphics that are owned or licensed to us is prohibited.