Contact Us
Real people, ready to help with your extensions
Whether you need help choosing between nano rings and clip-ins, want advice from our colour-match team, or need to sort out an order, our UK-based support team is here for you. This page tells you exactly how to reach us, what to expect, and how your enquiry is handled.
Choose whichever route suits you best
All three channels below reach the same UK-based support team, and every enquiry is handled by Hair Island Limited directly — we don't outsource customer service to a third party.
Send us an order number, a photo if it helps, and a short description of what you need — this is the quickest way to get a detailed answer.
hello@hairisland.co.ukLive chat
Look for the chat bubble on hairisland.co.uk during our support hours for quick questions on sizing, shade matching, or order status.
Open live chat on our websiteSupport hours
Monday – Friday, 09:00–17:00 (GMT, London time). We're closed on weekends and UK bank holidays, and reply to messages sent outside these hours the next working day.
We aim to respond within 48 hoursA note on phone support
We do not currently operate a customer telephone line. To keep response times fast and every enquiry properly logged and traceable, email and live chat are the fastest and most reliable ways to reach our team — both are monitored throughout our support hours above.
Our registered company details
In line with UK e-commerce transparency rules, here is the full legal identity of the business you're contracting with when you place an order on hairisland.co.uk.
Hair Island is a trading name of Hair Island Limited
Hair Island Limited is a private limited company registered in England and Wales. All orders placed through hairisland.co.uk form a contract directly with Hair Island Limited, and this is the correct legal entity to reference in any written correspondence, complaint, or statutory notice.
Registered office address
Hair Island Limited19-20 Bourne Court
Southend Road
Woodford Green
Essex, IG8 8HD
United Kingdom
This is our registered office for written legal correspondence — including statutory cancellation notices — rather than a shop or a returns drop-off point. Please always contact us by email first so we can guide you to the right returns process.
Tell us what's going on and we'll take it from there
Fill in the form below and it will open a pre-filled email to our support inbox in your own email app, addressed to hello@hairisland.co.uk, so nothing gets lost and you keep a copy of everything you've sent.
What to include, and what happens after you write in
What to include for a faster resolution
You send your message
Via the form above, email, or live chat — whichever suits you. You'll get an automatic confirmation that we've received it.
Our team reviews it
A member of our UK support team looks into your order or question directly — we don't route enquiries through automated systems for a final answer.
You hear back within 48 hours
For anything that needs more time, such as a courier investigation, we'll let you know within that window and keep you updated until it's resolved.
The UK rules that shape how we handle your enquiry
As a UK online retailer, Hair Island is bound by consumer protection law that governs how clearly we present ourselves, how we handle your data, and what rights you keep regardless of any policy we write.
What governs how we communicate with you
- Consumer Rights Act 2015
- Guarantees goods are of satisfactory quality, fit for purpose and as described, and gives you a route to a repair, replacement or refund if that's not the case — regardless of what our own policies say.
- Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
- Requires us to give you clear, accurate trading information — including this contact information — before and after you place an order, and sets out your right to cancel.
- Digital Markets, Competition and Consumers Act 2024
- Prohibits misleading or aggressive commercial practices and requires honest, unambiguous presentation of who we are and how to reach us.
- UK GDPR & Data Protection Act 2018
- Governs how we collect and use the personal details you share when you contact us, as explained in full in our Privacy Policy.
- Electronic Commerce (EC Directive) Regulations 2002
- Requires us to make our legal identity, registered address, VAT number, and contact details clearly and permanently accessible — which is exactly what this page sets out.
- Consumer Protection from Unfair Trading Regulations 2008
- Means every claim we make about our products, pricing, or availability must be accurate and not misleading — if you ever think it isn't, please tell us.
If you've contacted us and remain unhappy with the outcome, you can raise the matter with Trading Standards via the Citizens Advice consumer helpline, or seek free, independent guidance at citizensadvice.org.uk.
A few things people often ask us first
How quickly will I hear back?
We aim to reply to every email and form submission within 48 hours, Monday to Friday. Messages sent on a weekend or bank holiday are picked up on the next working day. Live chat during our support hours is usually much quicker.
I want to cancel or return an order — is this the right page?
You're welcome to start here, but for the fastest outcome please read our Refund Policy for our 30-day returns window, or contact us directly quoting your order number and we'll guide you through it.
Can you help me choose between nano rings and clip-ins?
Yes — tell us your hair length, thickness, and how long you'd like the extensions to last, and our team will point you to the right method. Our Colour-Match Service and After Care Guide are also good starting points.
My item arrived faulty or the wrong shade — what do I do?
Email us within 30 days of delivery with your order number and a photo, and we'll arrange a repair, replacement, or refund under the Consumer Rights Act 2015. This applies even to hygiene-sealed items once opened.
Do you offer wholesale, press, or partnership enquiries?
Yes — select "Wholesale or press enquiry" in the form above, or email us directly, and our team will get back to you with the relevant information.
Find us elsewhere, and the rest of our policies
Last updated and effective from 6 September 2026. Hair Island is a trading name of Hair Island Limited (company no. 16790985, VAT GB522646694), 19-20 Bourne Court, Southend Road, Woodford Green, Essex, IG8 8HD, United Kingdom.