What does ‘made-to-order’ mean?
A made-to-order item is created after the customer places an order.
 
When will I get my order?
Because our extension sets are made-to-order & especially for you, our current lead time is 5 weeks. Your hair extensions may well arrive sooner (at 4 weeks earliest) - but in case you are planning your order around your hair appointment, we recommend ordering your hair extensions 5 weeks (35 days) prior to when you are having them fitted. 
 
Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via email. You can use this number to track the status of your shipment.
 
TRADE ACCOUNTS

How do I sign up for a trade code?
Click here to sign up or read more here 

Yes! you can purchase here
 
Do I need to have an account to place an order?
No, anyone can place an order. But with a trade code you will receive 5% off as a customer and your stylist will earn 5% commission.
 
Can I order over the phone?
Unfortunately we don’t take orders over the phone, only via our website.
 
RETURNS/EXCHANGES 

 What is your return policy?
We offer a 14 day return policy for unused and unopened products. Please review our Returns page for detailed instructions. 
 
Can I cancel my order once it has been placed?
If you notify us with in 12 hours of your order being placed, we are able to cancel your order. However you will only be refunded 95% of your purchase amount, to account for unrecoverable transaction fees (5%) incurred by Shopify at point of sale.
Cancellations made outside of this time frame are not possible.
 
How do I place a return?
To initiate a return, please follow these steps:
 
* Print out our returns form 
* Provide the details requested
* Return the items in its original packaging, along with the returns form.
  
Can I exchange for a different length or colour?
As our hair extensions are made to order, unfortunately we are unable to facilitate exchanges. Should you want to choose an alternative colour or length, you would need to go through the returns process and re-order your new hair. 
 
What is a re-stocking fee?
Where we agree to accept unwanted products back from you, we reserve the right to charge you a re-stocking fee of 15% of the purchase price. This is to account for the fact our hair extensions are made to order, any fees By Stelle Limited incurred at POS, lost shipping costs, any hair stylist trade-code commission gained from the sale and business time/resources used to restock the product. Read our full returns policy here.
 
How do I get a return shipping label?
You are responsible for the cost of return shipping. Please use a reliable shipping method with tracking to ensure the safe return of the item. Please read our returns policy here.
 
THE HAIR 

What methods of hair extensions do you offer?
We only offer tape extensions. Our extensions come in various lengths and colours.
 
Are your hair extensions made from real hair?
Yes, our hair extensions are made from 100% real human hair. We prioritise quality to provide a natural and seamless blend with your own hair.

How long do the extensions last?
With consistent aftercare, they will last up-to 9 months.

How much hair is in every set?
18" & 20" sets are 150g, while 22' sets are 180g.
 
INTERNATIONAL SHIPPING 

 Do you ship internationally?
We plan to ship internationally in the near future!
 
AFTERCARE 

How long should the extensions last?
Extensions last up to 9 months with the correct aftercare. Please read our aftercare advice before purchasing.
 
What length of extensions do you offer?
We offer sets of extensions in lengths: 18" 20" and 22"
 
Can I use heat on extensions?
You can use heat on your hair and style it as normal - however excessive heat with out the use of heat protectant will likely cause the hair extension colours to fade and look warmer. For a list of product recommendations, click here.
 
Can I colour/tone extensions?
You absolutely cannot bleach or lighten the hair extensions. Toning should only be done by a hair professional and would be down to your own discretion. Most hair professionals recommended to test toner on a single extension piece before applying toner to the entire pack of hair.
 
What products can I use on extensions?
See a list of our extension safe products here 
 
FAULTY PRODUCTS

I think my hair is faulty - can I return it?
If you received your hair less than 40 days ago, you can fill out our online form & open up an enquiry. The hair will then need to be sent back to us via our usual returns process. Further testing and inspection by the manufacturer takes 28 days from the date we receive the goods back. 
 
CONTACT 

How do I contact customer service?
For any enquiries or assistance, please contact our customer service team at orders@bystelle.co.uk.  We are here to help!
 
What's the returns address?
By Stelle, 5 Green Lane, Blackwater, Surrey. GU17 9DG.