Shipping policy

Shipping & Delivery Policy

At Regnant Hair Concierge, every order is prepared with intention and dispatched with care. Please review the processing and delivery information below before completing your purchase.

Order Processing

Processing time refers to the period required to prepare your order before it is handed to the delivery carrier. This is separate from the delivery timeframe selected at checkout.

In-stock products: Orders containing in-stock products are normally processed within 1–3 working days.

Pre-order products: Pre-order products are normally processed within 7–10 working days unless a different timeframe is stated on the relevant product page.

Bespoke and customised products: Processing times for customised, coloured, constructed or bespoke products will be displayed on the product page or confirmed during your consultation.

Working days are Monday to Friday and exclude UK bank holidays. Orders placed after 12:00 p.m. are treated as having been received on the following working day.

During launches, private drops, promotional periods and UK bank holidays, processing may take slightly longer due to increased order volumes. Where a material delay affects your order, we will contact you using the email address or telephone number provided at checkout.

Pre-Order Purchases

A pre-order secures stock from an upcoming allocation or production cycle. The estimated processing timeframe begins from the next working day after your order has been placed and payment has been successfully received.

Selecting an express delivery service does not shorten the stated pre-order processing period. Express delivery only affects the carrier’s transit time after your order has been dispatched.

Mixed Orders

When an order contains both in-stock and pre-order products, the complete order will be dispatched once every item is ready.

To receive an in-stock item without waiting for a pre-order product, please place the items as separate orders. We are unable to guarantee that an order can be divided after it has been placed.

United Kingdom Delivery

UK orders are sent using a tracked delivery service.

Estimated delivery time after dispatch:

  • UK Tracked Delivery: 2–4 working days

  • UK Priority Tracked: 1–2 working days

Delivery estimates are provided by the carrier and begin after the order has been processed and dispatched.

Complimentary standard UK delivery may be available when the order reaches the qualifying value shown at checkout.

International Delivery

International orders are sent using a tracked service. Estimated transit times vary according to the destination, customs clearance and the delivery option selected at checkout.

Indicative delivery times after dispatch are:

  • Republic of Ireland: 3–7 working days

  • Europe: 4–8 working days

  • United States and Canada: 5–10 working days

  • United Arab Emirates and selected Middle Eastern destinations: 4–8 working days

These estimates do not include customs-processing delays.

Customs Duties and Import Taxes

International customers are responsible for checking the customs requirements that apply within their country.

Unless duties and import taxes are expressly shown as included at checkout, the recipient may be required to pay customs duties, import VAT, handling charges or other local fees before the parcel is released.

These charges are determined by the destination country and are not controlled by Regnant Hair Concierge. We cannot reimburse customs charges or accept responsibility for delays caused by customs clearance.

Refusing to pay customs charges does not automatically cancel an order. If a parcel is refused, unclaimed or returned to us, any refund considered will be subject to the terms of our Returns and Refund Policy. Original shipping charges, return shipping costs, customs charges and carrier fees may be deducted where legally permitted.

Order Tracking

Once your order has been dispatched, you will receive a shipping-confirmation email containing your tracking information.

Please allow up to 24 hours for the carrier’s tracking system to update. Customers are responsible for monitoring the tracking information and ensuring that someone is available to receive the parcel where required.

Address Accuracy

Customers are responsible for entering a complete and accurate delivery address at checkout.

Please contact us as soon as possible if an address needs to be corrected. We cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

Regnant Hair Concierge is not responsible for delays, failed deliveries or losses caused by an incomplete or incorrect address provided by the customer. Any additional redelivery or return-to-sender charges may be payable by the customer.

Safe Place and Delivery Instructions

Where a customer requests that a parcel be left in a safe place, with a neighbour, concierge or reception area, the customer accepts the risks associated with that instruction.

For high-value purchases, a signature or other proof of delivery may be required and safe-place delivery may not be available.

Delayed Parcels

Carrier delivery dates are estimates and are not guaranteed unless explicitly stated otherwise.

Weather, customs checks, service disruptions, peak-season demand and circumstances outside our reasonable control may affect delivery.

If tracking has not updated for an unusual period, please contact us so that we can open an enquiry with the carrier. Carrier investigations may need to be completed before a replacement or other resolution can be considered.

Lost or Missing Parcels

A parcel will only be treated as lost after the carrier has completed its investigation or confirmed that the shipment cannot be located.

Please contact us promptly if your tracking shows delivery but the parcel cannot be found. Before contacting us, please check:

  • The full delivery address

  • Any designated safe place

  • Your building reception or concierge

  • Neighbours who may have accepted the parcel

  • Any delivery photograph or carrier notice

We will work with the carrier to investigate the matter. The outcome of any replacement, refund or store credit will depend on the investigation and your applicable legal rights.

Damaged Deliveries

Please photograph the outer packaging before opening a parcel that appears damaged.

Report any delivery damage to us within 48 hours of receipt and include:

  • Your order number

  • Clear photographs of the outer packaging

  • Clear photographs of the internal packaging

  • Clear photographs or video of the affected product

  • A description of the issue

Please retain all packaging while the matter is investigated.

Unclaimed and Returned Parcels

If a parcel is returned because it was refused, unclaimed, incorrectly addressed or not collected within the carrier’s timeframe, we will contact the customer after it has been received and inspected.

A new shipping fee may be required before the order is dispatched again.

Where a refund is permitted, original shipping charges, return shipping expenses, customs charges and carrier fees may be deducted where legally permitted.

Contact

For delivery assistance, please contact Regnant Hair Concierge through the contact details displayed on our website and include your full name and order number.