Frequently asked questions

Order before 2pm UK time, Monday to Friday, and we dispatch the same working day. Orders placed after 2pm, at weekends or on bank holidays are dispatched the next working day. We email your tracking details when your order ships.

Standard delivery is £3.99 (2–4 working days) and free on orders over £50. Express delivery is £6.99 (1–3 working days). Delivery times are estimates from the day we dispatch your order.

Yes. Tracked delivery to Europe is £14.99 (5–7 working days) and to the rest of the world £17.99 (10–15 working days), for parcels up to 2kg. For a heavier international order, email help@beautyflex.co.uk before ordering.

We email you a tracking link as soon as your order is dispatched. UK parcels are delivered by Royal Mail. If you can't find the email, check your junk folder or contact us with your order number.

Email help@beautyflex.co.uk as soon as possible. If we haven't dispatched it yet, we'll cancel it and refund you in full. If it has already been dispatched, you can still cancel within 14 days of receiving it. See Returns and refunds.

We'll email you as soon as possible to let you know. This may delay your order.

Yes. You can cancel and return most items within 14 days of receiving them, for any reason, and sale items are included. Email help@beautyflex.co.uk with your order number and the items you're returning, then send them back within 14 days of telling us, unused and in their original packaging.

Yes, as long as they're still sealed and unopened. For health and hygiene reasons, braiding hair, hair extensions, wigs and ponytails, and hair care, skin care, cosmetics and fragrance with a broken seal can't be returned once opened, unless they're faulty.

Unless the item is faulty or we sent the wrong thing, the cost of returning it is yours. Please use a tracked service and keep your proof of postage.

Within 14 days of receiving your return, or of you showing us proof that you've sent it if that's sooner, to the payment method you used. If you return your whole order, we also refund delivery up to the cost of standard delivery (£3.99). If you paid with Klarna, the refund goes back to Klarna and your payment plan is updated.

Contact us as soon as you can with your order number. We'll arrange a replacement or a full refund, including delivery, and cover the cost of sending it back. Your rights under the Consumer Rights Act 2015 aren't affected.

Visa, Mastercard, American Express, Maestro, Diners Club, Discover and UnionPay cards, plus Apple Pay, Google Pay, PayPal, Shop Pay and Klarna. Shoppers in some European countries can also pay with Bancontact or iDEAL.

Choose Klarna at checkout to pay in 3 instalments or in 30 days. Klarna is credit; missed payments may affect your credit score. Subject to status, 18+ UK residents only.

Yes. Use code WELCOME at checkout for 10% off your first order. Sign up to our emails to hear about new arrivals and offers.

Yes. We only sell genuine branded products. If you're unsure about an item, contact us before you order.

It depends on the style, length and thickness. As a rough guide, many full braided styles use around 5 to 8 packs, and longer or fuller styles need more. If you're unsure, buy an extra pack.

Every braiding hair product shows its shades with photos, and you can search them by name or number, for example 1B or 30. Screens show colours slightly differently, so if you're between two shades, read our guide How to choose braiding hair or ask us.

Yes. Use Shop by hair need in the menu, ask our AI assistant for quick suggestions, or email help@beautyflex.co.uk and we'll help.

Email help@beautyflex.co.uk or call 020 3601 9566. You can also use the Ask AI chat for quick answers.

Beauty Flex is a trading name of Top Fashion Hair and Beauty Cosmetics Ltd, company number 09039642, registered office 2 Langdale Parade, Upper Green East, Mitcham, Surrey CR4 2PF.