Store/ Service Policy

 

Shipping & Delivery Options

  • Royal Mail Delivery (standard): £8.35
  • Store Pick-Up: Available Monday- Friday from 10 am - 5 pm. Pick- up orders placed on Friday after 5pm or weekends will be available for pick-up the following working day. 

Shipping Policy

  • Processing Time: Orders are processed within 2 days  and shipped Monday through Friday within 3-5 working days. 
  • Main Shipping Method: Royal Mail (UK).
  • Billing and Shipping Address: If the billing address differs from the shipping address, please provide proof of ID via email.
  • Holiday Shipping: No orders are accepted from December 15th to January 4th. Store pick-up will be available during this time.
  • Delivery Delays: Lael London is not responsible for delays due to holidays, carriers, or natural events.
  • Pre- order products are made to order and are subject to 15 days processing time. (Chosen delivery method will be applied after this time)
  • client only product full name should match full name used to schedule appointment with Lael London

Additional Shipping Information

  • If an item is out of stock, customers will be contacted with alternative options or a refund.
  • Once an order has been processed and shipped, address corrections cannot be made. Please ensure all personal information is accurate.
  • Shipping confirmation will be sent via email. Double-check email accuracy to avoid missed notifications.
  • To avoid delays, we recommend placing orders at least a week in advance of any scheduled appointments.


Exchange & Refund Policy

  • Eligibility: Exchanges or refunds are only available for full-price items and in cases where:
    • The product received was incorrect or not as described.
    • The product is unopened, unused, with tags intact, in original packaging, and is clean and odorless.
  • Return Condition: Products must be returned within 14 days to qualify for a refund or exchange. Processing time for returns can take up to 7 days.
  • Damaged or Lost Parcels: Customers must handle claims with the courier. Lael London can provide necessary support information but is not responsible for contacting the courier on the customer’s behalf.
  • Refund Deductions: The shipping fee will be deducted from the refund amount if a return is approved. Refunds are processed upon receiving the returned item.

Reshipping Fees

  • Customer Responsibility: Customers cover reshipping costs if incorrect address information is provided.
  • Lael London Responsibility: Lael London covers reshipping fees if an error was made on our part (e.g., wrong item sent). This includes initial shipping fees and return costs.


Pre-Order Items

  • Non-Refundable: All pre-order items are custom-made and non-refundable.

Contact for Returns or Exchanges

To initiate a return or exchange, please email Laellondon@gmail.com with your full name and order number. We are committed to providing the highest quality products and appreciate your understanding and cooperation with our policies.

Service Policy

Deposits

  • Deposits are required to secure an appointment with Lael London. 
  • Deposits are non- refundable  (unless we cancel your appointment)
  • You must be 18 years old or older to be able to book and receive service.

Consultations

  • The following service types require a compulsory consultation before booking an appointment: All Treatments, Microlinks, Tapes, K-tips and Traditional sew-in (one part/ leave out)

*If client books before completing a consultation, appointment will be cancelled and deposit will be forfeited*

Appointment Confirmation

  • Upon booking, clients will receive a confirmation email also containing appointment information. If you do not receive this, it may be due to entering the incorrect email address. Please contact us at Laellondon@gmail.com if you did not receive a confirmation email. 

Rescheduling

  • clients are allowed to reschedule an appointment twice no later than 4 weeks after initial scheduled appointment.
  • To reschedule, please contact us. 

Cancellation 

  • If a client chooses to cancel 48 hours or less before appointment, a charge of 50% of the remaining balance will be applied - saved card will be charged. If charge is declined due to any reason, client will be banned from booking again with us.
  • If a client chooses to cancel, their deposit will be forfeited.

Lateness (Strict)

  • Clients have a grace period of 15 minutes lateness. If clients do not arrive within this time frame, the appointment will be cancelled - cancellation policy will be applied. 
  • If 15 minute lateness is caused by us, a £10 discount will be applied to clients remaining balance. 

Plus one's 

  • STRICTLY NO KIDS ALLOWED
  • Plus one's 18 and over are allowed (one person per client)

Hair provided by clients

  • Synthetic hair is strictly not accepted, your appointment will be canceled as a result of providing this quality. Please do a strand test at home before appointment. Any signs of burning (becomes strands or strong smell when using hot tool) or lack of lifting (bleach) are indicators of synthetic hair. 
  • Clients must follow the our hair requirements  to ensure they provide the correct quality. Click here to view Hair requirements

click here to purchase from our Luxury hair collection 

Health & safety 

  • It is highly advised that clients disclose any medical conditions / allergies that may affect their service or safety of others.