Frequently Asked Questions

How long will it take for my order to be dispatched?

Dispatch times depend on what you have ordered:

• Natural Black bundles, closures and frontals — dispatched within 3–4 working days
• Jet Black, Light Ash Brown and Espresso Swirl pieces — dispatched within 10 working days (these are made to order)
• Clip-in extensions — dispatched within 5 working days

What does made to order mean?

Our Jet Black, Light Ash Brown and Espresso Swirl pieces are crafted specifically for you when you place your order. They are not taken from a shelf — each piece is made and hand-inspected before it is cleared for dispatch. This is what gives them the colour depth and quality that sets Runway Hair apart.

Can I cancel or change my order?

Please email us at info@runwayhairuk.com as soon as possible if you need to make a change. We will always do our best to help, however we cannot guarantee changes or cancellations once a made-to-order piece has entered production.

I have placed my order — what happens next?

You will receive an order confirmation email straight away. Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and carrier details. If you ordered a made-to-order piece, you will also receive a mid-wait update to let you know things are moving along.

How long does delivery take once my order is dispatched?

• UK Next Day — 1 working day
• UK Standard — 2 to 3 working days
• International — 5 to 7 working days

Timescales are estimates and may vary around bank holidays and busy periods.

Which couriers do you use?

We ship via Royal Mail, DHL, and DPD depending on your location and the delivery service selected at checkout.

Do you ship internationally?

Yes — we ship worldwide. International orders typically arrive within 5 to 7 working days of dispatch. Please note that import duties or customs charges may apply depending on your country, and these are the responsibility of the recipient.

How do I track my order?

Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and a direct link to track your parcel. If you have not received this email, please check your spam folder before getting in touch.

My order has not arrived — what should I do?

First, check your tracking link from your shipping confirmation email. If your tracking shows as delivered but you have not received your parcel, or if there has been no movement for several days beyond the expected delivery window, please email us at info@runwayhairuk.com and we will look into it for you.

What is your returns policy?

We do not accept returns or exchanges under any circumstances. All orders are final sale.

This applies to every order, but especially to our made-to-order pieces — Jet Black, Light Ash Brown, and Espresso Swirl. These are made specifically for you from the moment you place your order. They are not stock items and cannot be restocked, resold, or reused once they leave us. We ask that you are confident in your choice before ordering, and we are always happy to help with sizing or shade queries beforehand — just email us at info@runwayhairuk.com.

My order arrived damaged or incorrect — what do I do?

If there is a genuine fault with your order — for example, if something arrived damaged or we sent the wrong item — please email us at info@runwayhairuk.com within 48 hours of receiving your parcel, with your order number and a clear photo of the issue. We will resolve it as quickly as possible.

How do I choose the right length?

A good rule of thumb is to measure from the top of your ear to where you would like the hair to sit. Our Shade Matching Guide has helpful tips on finding your perfect match — visit it from the menu.

How do I care for my extensions?

Treat your Runway Hair just like your own hair, with a little extra care:

• Wash with a sulphate-free shampoo and conditioner
• Detangle gently from the ends upward
• Use a heat protectant before any heat styling
• Store in a silk bag or on a hanger when not in use
• Avoid sleeping with wet hair extensions in

What is the difference between the collections?

We offer a range of textures to suit every style — Straight, Yaki Straight, Kinky Straight, Body Wave, and Curly (including our Kinks, Coils and Colour range). Each texture is designed to blend beautifully with different natural hair types. If you are unsure, feel free to email us and we will help you find your perfect match.

How do I contact Runway Hair UK?

Email us at info@runwayhairuk.com. We aim to respond within 72 business hours, Monday to Friday, excluding bank holidays.

I emailed but have not heard back — what should I do?

Please allow 72 business hours before following up. During particularly busy periods it may take a little longer, but we always respond to every message. If you have waited longer than this, please send a follow-up and we will prioritise getting back to you.

Do you have a discount code?

Yes! Use RNWY10 for 10% off on orders over £120.