Returns & Refunds

We want you to love your order. If something isn't right, here's how returns and refunds work. This doesn't affect your legal rights.

Changed your mind?

• You can cancel your order for any reason within 14 days of the day you receive it.
• To cancel, email help@beautyflex.co.uk with your order number and the items you're returning.
• Then send the items back within 14 days of telling us.
• Items should be unused and in their original packaging. If an item has been handled more than you'd need to check it in a shop, we may reduce the refund to reflect that.
• Sale items are included.

Items we can't take back once opened

For health and hygiene reasons, the following can't be returned if the seal or packaging has been opened after delivery:

• braiding hair, hair extensions, wigs and ponytails
• hair care, skin care, cosmetics and fragrance with a broken seal

If they're still sealed and unopened, you can return them as normal. Personalised or made-to-order items can't be returned unless they're faulty.

How to return an item

1. Email help@beautyflex.co.uk with your order number and the items you're sending back.
2. We'll reply with our returns address.
3. Post the items back using a tracked service and keep your proof of postage. Unless the item is faulty or we sent the wrong thing, the cost of returning it is yours.

Refunds

• We refund within 14 days of receiving your return (or of you showing us proof you've sent it, if that's sooner), to the payment method you used.
• If you return your whole order, we also refund the delivery charge you paid, up to the cost of our standard delivery (£3.99). If you chose a faster option, the extra isn't refunded.
• If you paid with Klarna, the refund goes back to Klarna and your payment plan is updated.

Faulty, damaged or wrong items

Please check your order when it arrives and contact us as soon as you can if anything is faulty, damaged or not what you ordered. 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.

Exchanges

The quickest way to swap an item is to return it as above and place a new order for the one you want.

Contact us

Email help@beautyflex.co.uk or call 020 3601 9566.

Beauty Flex is a trading name of Top Fashion Hair and Beauty Cosmetics Ltd, registered in England and Wales, company no. 09039642. Registered office: 2 Langdale Parade, Upper Green East, Mitcham, Surrey CR4 2PF.