FAQs

Heads up! We've noticed that some customers have received emails from addresses pretending to be us, sometimes even asking for money. Just a reminder, we’ll never contact you like this. All our official communications come directly from our Customer Support team via phone or our official email, help@additionallengths.com. If you’re unsure about anything you’ve received claiming to be from us, please report it using the contact form on our website. Your safety is our priority, so please be vigilant and watch out for these online imposters.

Want to use a promo code? Paste it into the ‘Discount Code’ box at checkout, and just like magic, your promo will be applied. Just a heads-up, if you’re using instant payment methods like Apple Pay, it might skip the checkout, meaning no code can be added. And once an order’s placed, we can’t apply a promo code after, so please be sure to add it before you hit buy. 

Unfortunately, you can only use one promo code per order at checkout.

Yes, we do. Our gift cards are the perfect way to treat someone to their best-ever hair. Available in a range of amounts from £25 to £250, our gift cards can be used on anything from our site, so they can pick exactly what they love. 

No account? No problem! You can shop hassle-free at Additional Lengths without one. But if you do sign up, you’ll get first access to exclusive offers and promo codes. 

If you're having trouble logging in, double-check that all your details are correct. Still no luck? No worries. Just reach out to our customer support team, and they’ll help you out.

Oops, forgot your password? No worries! Just click "Forgotten Password," and we’ll send you a reset email to get you back on track.

Of course, if you have any questions regarding what product(s) you need, please contact our customer support team of hair experts, and we’ll make sure you get the advice you need. 

Choosing the right extensions doesn’t have to be stressful, we’ve got your back (and your strands). Start by chatting with your stylist, since they know your hair best and can give you expert advice. But if you want to do a little prep before your appointment, check out our journal post, "What Are The Best Hair Extensions?". In this, we guide you through everything you need to know, from length and colour to the different types of extensions we offer. By the end, you’ll be ready to find your perfect match and give your hair some serious mane character energy.

Remi Cachet is a global leader in premium, ethically sourced human hair extensions, offering 60+ shades and 14 application methods to help stylists create unique looks for their clients. At Additional Lengths, we're the exclusive stockist for Remi Cachet extensions, aftercare, and accessories, meaning you won’t be able to find Remi Cachet anywhere else. We’re kind of exclusive like that. 

If you're a trained hairdresser, you can apply for a trade account to shop directly with Remi Cachet.

We get new stock in regularly, so if something you're after is out of stock, don’t worry! You can easily sign up for a back in stock notification on the product page, and we’ll send you an email as soon as it's available again. If you need a more specific date or have any questions, feel free to reach out to our Customer Support Team. 

We’ve done our best to make sure the colours you see on screen are as accurate as possible. However, please keep in mind that the actual product colour may look a little different depending on your screen settings and resolution.

To help you find your perfect match, we offer Hair Colour Samples for purchase, available across all Elegance colours in the Remi Cachet Elegance range.

If you’re ever unsure, don’t hesitate to reach out to our Customer Support Team – we’re always happy to help.

If you're having trouble finding something, you can use our search functionality at the top of the website to search for what you are looking for. If you still don’t have any luck, give our friendly Customer Support Team a shout. We're more than happy to help you track down what you need or find you a perfect alternative. 

Yes, we do. You can visit our store in Stockton on Tees to get some expert advice from our team, help with colour matching, or even get hands-on with our products. We’d love to see you.

We’ve got a head-turning selection of products and go to every length for your best-ever hair. Our range includes human hair extensions, accessories, styling tools and haircare products to ensure you’re always having a good hair day. 

We’ve got a range of lengths from 10" all the way up to 30", depending on which range you’re interested in. Not every product comes in every length, so make sure to check the product page for all the details. 

Of course, we can help with that. If you’re having trouble finding the perfect colour match online, just reach out to our Customer Support Team. We’ll be happy to assist you in finding the ideal shade for your hair.

Additionally, we offer Hair Colour Samples, available across all Elegance colours. These samples will help you find your perfect colour match from the Remi Cachet Elegance range.

In short, no. We never recommend using different ranges or brands at once, as they can have different qualities and specs. If you're curious about why, check out our journal post here where we explain it all in more detail. That said, there’s a huge variety of application methods within our ranges that can help you create the dream hair you’re after. So, you can totally customise your look with a hybrid fitting, which lets you use different hair extension applications within the same range to achieve perfect results.

Just head over to the product(s) you’d like to buy and hit "Add to Basket." When you’re ready to check out, click on the basket icon in the top right corner and follow the easy on-screen steps to complete your order. Then get ready for the ultimate mane character energy. 

Unfortunately, once an order is placed, we can’t make changes or add to it. Our systems are super quick, so everything gets processed right away. If you need to add something or make a change, no worries, just place a new order.

If you need to cancel an order, just give us a call as soon as possible. We’ll cancel it for you and refund your payment. However, if your order’s already been shipped, we won’t be able to cancel it, but we’re happy to help with any other queries.

If you place an order before 4 pm, we’ll usually get it shipped out the same day. Orders after 4 pm, or placed on weekends or bank holidays, will be sent the next working day. We will always send you an email as soon as your order is on its way.

Once your order is placed, we can’t change the delivery address. But don’t worry, if you need to cancel it, just get in touch with us and we’ll sort it out for you.

Delivery normally takes 1 - 2 days to most UK addresses although delivery may take longer to remote areas, islands and during exceptionally busy periods (e.g. Christmas).

Delivery to Europe and the rest of the world will take longer, please contact us for more details if your order is time sensitive.

For more information please see our Delivery and Returns page.

Yes, your order can be tracked through your online account or by using the information in your confirmation email.

A signature is needed for all deliveries. If you're not around when the parcel arrives and you haven’t asked for it to be left in a safe place, the delivery driver will usually leave a calling card with instructions on how to reschedule delivery or pick up your parcel. They might also leave it with a neighbour or drop it off without needing a signature.

Oops. Sorry about that. If there’s an issue with your order, just get in touch with our Customer Support Team, and we’ll sort it out for you.

We’re so sorry this has happened. Please reach out to us as soon as you can to let us know about any issues or damage. Our friendly Customer Support Team of hair experts will be more than happy to help you sort it out. 

You can return a product to our warehouse within 28 days of receiving your order, as long as you include the returns form. Once we get it back, we’ll refund the price you paid to your original payment method.

Just send it to:

Additional Lengths, Unit 2 Easter Park, Teesside Industrial Estate, Stockton on Tees, TS17 9NT, UK.

For all the details, be sure to check out our Delivery & Returns page.

You’ve got 28 days from the day you receive your order to return it for a refund. 

For all the details, have a look at our Delivery & Returns page.

We’ll aim to process your refund within 14 days of receiving your return! Just keep in mind, it can take up to 10 working days for the funds to show up in your account, depending on your bank’s processing time.

Sorry, we do not currently offer exchanges.

You’re responsible for covering the return shipping costs, and we recommend using a tracked and insured service just for your peace of mind. Your courier might even suggest the best option based on the value of your return. For international orders, make sure to mark it as RETURN, NO DUTIES, or it could be sent back to you.

We happily accept a range of payment options including Visa, Mastercard, Maestro, American Express, Discover, Diners Club, Apple Pay, Shop Pay, Google Pay, and Klarna.

Once you’ve placed your order, we’ll charge your chosen payment method right away, as soon as everything’s all set. 

Yes, all of our prices include UK VAT. 

No, the price you see in your basket is the final price if you're in the UK. For our international customers, just a heads-up, there may be some tax or import duties on top of that. 

Our payment gateways are super secure and run a few checks to keep everything safe. If your payment isn’t going through, it’s usually because some of the details, like your card’s billing address, might be off. If you think this is a mistake, just give us a shout and we’ll help you out. 

If you've invested in Remi Cachet hair extensions, we want to help you keep them looking their best. To give mane character energy, always, we always recommend using Remi Cachet's specially formulated aftercare products.

We've put together a super helpful Aftercare Guide with all the tips and tricks you need to get the most out of your extensions. Check it out and give your hair the love it deserves.

You can heat and style your human hair extensions, but just keep in mind that it can reduce their lifespan. We recommend never going above 180°C to keep them looking and feeling their best. Also, make sure to use the recommended hair care products to protect both your hair and your extensions from heat damage. 

Since human hair extensions have already been through a chemical process, dying them is at your own risk as it could affect their condition. It’s actually a good idea to colour your own hair first and then have the extensions matched to your shade. Keep in mind, that colouring or toning extensions can cause some damage, so it’s always best to be a little cautious.

It’s totally normal for hair to fade or discolour, especially if it’s exposed to hard water, chlorinated water, or certain ingredients. If you’re a swimmer or love poolside dips on holiday, products like Malibu C Hard Water or Malibu C Swimmers can help fix any discolouration, though we can’t guarantee they’ll work every time.

To help prevent damage, we recommend coating your extensions with a watered-down conditioner (just avoid the bonded areas) and tying your hair up securely to keep it safe from chlorine. Afterwards, give it a good wash and add plenty of conditioner to the mid-lengths and ends. 

We also advise avoiding wearing extensions abroad or on holiday if possible, just to be on the safe side.