Frequently Asked Questions
Orders & Shipping
How long does it take to process my order?
Please allow 2-3 working days for your order to be processed before dispatch. Orders are processed Monday to Friday, 9am-5pm, excluding UK Bank Holidays.
How long does UK delivery take?
Once dispatched, UK orders typically arrive within 3–5 working days.
How long does international delivery take?
International orders typically arrive within 5–7 working days after dispatch. Delivery times may vary depending on customs clearance and local postal services.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.
My order hasn't arrived. What should I do?
Please check your tracking information first. If your order has not arrived within the expected delivery timeframe, contact us at contact@themonalabel.com and our team will be happy to assist.
Can delivery delays occur?
While we always aim to deliver within the estimated timeframe, delays can occasionally occur due to courier issues, customs inspections or busy seasonal periods.
Returns & Refunds
Can I return my hair extensions, bundles, wig or frontal?
Due to hygiene reasons, all sales of hair products, including bundles, wigs, closures and frontals, are final. We cannot accept returns or exchanges unless the item is faulty or not as described.
What if my item is faulty?
If you believe your item is faulty, please contact us at contact@themonalabel.com as soon as possible. Under the Consumer Rights Act 2015, you may be entitled to a replacement, repair, refund or store credit depending on the circumstances.
Can I return accessories?
Yes. Accessories may be returned or exchanged provided they are unopened, unused, untampered with and returned in their original packaging.
How are refunds processed?
Any approved refund, exchange or store credit will be processed once the returned item has been received and inspected by our team.
Can I cancel my order?
Orders cannot be cancelled once they have been shipped and are no longer in our possession.
Do you offer store credit?
In some circumstances where a refund is not applicable but an item remains eligible for return, we may offer store credit at our discretion. Any store credit issued will be valid for 12 months from the date of issue.
Will I lose my consumer rights?
No. Nothing in our returns policy affects your statutory rights under the Consumer Rights Act 2015.
Hair Information
Is your hair 100% human hair?
Yes. We specialise in premium raw and virgin human hair sourced for quality, longevity and natural looking results.
Can your hair be coloured or bleached?
Yes. Our virgin and raw hair can be professionally coloured, toned or lightened. We always recommend consulting a professional colourist before undertaking any chemical services.
What does "virgin hair" mean?
Virgin hair is 100% human hair that has never been chemically processed, coloured, or relaxed which preserves the hair's natural strength, integrity, and longevity. To achieve our range of textures and curl patterns, the hair is carefully steam processed, a gentle technique that shapes the hair without compromising its quality.
What does "raw hair" mean?
Raw hair is completely unprocessed human hair collected directly from donors. It retains its natural texture and is valued for its longevity and versatility.
How many bundles do I need?
The number of bundles required depends on the desired length and fullness.
As a general guide:
14"-18": 3 bundles
20"-24": 3 bundles
26"-30": 3/4 bundles (recommended 4 for a fuller look)
If you're unsure, please contact us for personalised advice.
Can I straighten or curl my hair extensions?
Yes. As our extensions are made from 100% human hair, they can be heat styled just like your natural hair. We recommend using heat protection products to help maintain the hair's condition.
Need More Help?
If you have any questions about your order, products or installation, please contact our team at:
We are always happy to help.