Frequently Asked Questions

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

All times are working days (Monday to Friday), and dispatch time is separate from delivery time.

• In stock items — dispatched within 1 working day. These are marked in stock on the product page with the number available.
• Natural Black bundles, closures and frontals — dispatched within 4 working days
• Highlight Collection (Honey Melt, Mocha Swirl, Cool Cashmere) — Bundles and 2x6 Closures dispatched within 4 working days
• Natural Black seamless clip-in extensions — dispatched within 5 working days
• Highlight Collection seamless clip-ins — dispatched within up to 10 working days
• Jet Black, Light Ash Brown and Espresso Swirl — dispatched within up to 10 working days. This applies to every format, clip-ins included, because these are hand-coloured to order.

What does made to order mean?

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

Our Highlight Collection is pre-lightened and hand-coloured, so bundles and closures move faster. The seamless clip-ins in those colourways take longer because each weft is finished and assembled by hand.

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. Please add this to your dispatch time when working out when your parcel will land.

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.

We ship from the United Kingdom on a Delivered Duty Unpaid basis, which means the price you pay at checkout covers your goods and your shipping only. Import duty, import VAT and courier handling fees are charged by your own country and paid to the courier before delivery. As a guide, expect roughly 20–25% of the order value in the United States, and your own country's VAT rate plus 2.2% duty and a handling fee across the European Union. Full detail is in our shipping policy.

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, Espresso Swirl and the Highlight Collection. 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. If you are caught between two lengths, size up — hair almost always sits shorter once it is installed, and it is far easier to trim than to add.

If you are unsure about length or shade, email us at info@runwayhairuk.com before you order and we will help you choose.

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.