For delivery options and timings click here to go to the Delivery page.
For how to return an item click here to go to the Returns page.
Do you have a catalogue that I can buy from?
Yes – our sales catalogue the Big Black Book can be downloaded here. Alternatively, you can call our Mail Order Team on +44 (0) 20 8998 9840 for a copy.
Do I need to create an account to shop with you?
Before you complete your order you will be asked for your email address, create a password and to confirm that you have read our Trade Terms & Conditions. This is to ensure that you receive your order confirmation.
Can you give me more information on your products?
We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. Click here for our Product Information page. If there is any further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.
Email us at: firstname.lastname@example.org.
How do I pay for my order?
We accept all of the above methods of payment.
Regular customers spending a minimum of £1000 per month, may qualify for VIP account status with 30 days free credit. Terms and conditions apply. Contact our Mail Order team for full details on +44 (0) 20 8998 9840.
What currencies can I use?
You can pay using any of the currencies below, and just choose your preferred currency from the list in the top left corner of the page, all of our prices will be displayed in that currency.
When will I be charged?
If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.
If your card is not authorised, payment will not be taken, and we'll contact you to let you know why your bank or card issuer wouldn't authorise the payment.
How do I change details on my account?
Once you have signed up, you'll be able to log into your account anytime you want.
This is where you go if you want to change your password, email address, delivery info and card details.
If you haven't visited us in a while, it's worth logging in to make sure all your details are up to date.
I have a discount code. How do I use it?
Make sure you type your code to the appropriate box when you check out.
If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order). Please note only one discount offer can be used per order. Please always check further terms and conditions supplied with the code.
Can I amend or cancel my order?
If you want to amend or cancel your order please contact our Mail Order Team on +44 (0) 20 8998 9840
Do you have an ethical sourcing policy?
Yes we do. Click here to read more about it.
If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.
If you are still having problems, get in touch with our Mail Order Team, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:
Your Operating System (e.g. Windows Vista, Mac OS X etc.)
Internet Browser (Internet Explorer 9, Firefox 3.5, Safari etc.)
What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen
Unit 2, Manhattan Business Park
Westgate, London, W5 1UP
T +44 (0)20 8998 9840
F +44 (0)20 8998 9928
Open 6 days a week
(Excluding bank holidays)
Mon-Fri 9:30am - 6:00pm
Sat 9:30am - 5:00pm
5 Cowley Road
Acton, London, W3 7XA
Mon-Sat 9:30am - 6:00pm
Free forecourt parking
MARKETING & PR
How do I look after my extensions?
We only recommend using AMERICAN DREAM’s Hair Care products. Click here for our Hair Care Guide.
How do I sign up for the newsletter?
The easiest way to sign up for our newsletter is to set up an account. You don't have to buy anything yet, but when you do want to start shopping, this'll also give you a head start. Alternatively, on the left hand side of any page you can sign up to the newsletter straight away without setting up an account.
Has my order been shipped out yet?
If you have placed an order before 4pm it will be despatched the same day Monday to Thursday. After 4pm and it will be despatched the next day.
I’ve received a faulty item. What do I do?
We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Mail Order Team on +44 (0)20 89989840 or email email@example.com
How do I return an existing item?
We recommend that you return your item by First class registered post to ensure that it reaches us safely and within 7 working days.
Please note it is very important that when you return an item, we know the order number it relates to and your details. Complete the Returns Form that is in your parcel or download a Returns Form here. Without these details we won't be able to take the action you want us to. Once we receive them, we will inspect and process the goods to ensure you receive what you want as quickly as possible.
In all cases, the items returned must be in their original condition. All goods will be inspected on return. For more information on our returns policy, just click here.
What can I do if something is wrong with my order?
If you have received an incorrect item in your order, let us know straight away by contacting our Mail Order Team on +44 (0) 20 8998 9840 or email firstname.lastname@example.org