FAQS
How long will my order take to arrive?
All orders go through a processing period of 14–21 working days before dispatch.
Once shipped:
- UK Delivery: 1–3 working days
- International Delivery: 5–10 working days
You will receive tracking details once your order has been dispatched.
Why is there a processing time?
Each Rael Hair order is prepared with care to ensure quality, consistency, and finish.
The 14–21 working day timeframe allows for:
- Sourcing premium hair
- Preparing and quality checking each unit
- Ensuring your order meets our standards
Do you offer pre-orders?
Yes. Some items are available on a pre-order basis.
Pre-orders follow the same 14–21 working day processing timeframe (or longer if specified), as they are prepared to order.
Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a tracking number via email so you can monitor your delivery.
Do I need to sign for my delivery?
Yes — all orders require a signature upon delivery.
We use tracked and signed delivery services to ensure your order arrives safely and securely. Please ensure someone is available to receive your parcel.
What happens if I miss my delivery?
If no one is available to sign for your parcel:
- The courier may attempt redelivery
- Or leave instructions for collection from a local depot
- Please follow the courier’s instructions using your tracking link.
Do you ship internationally?
Yes, we ship worldwide, including the United States and Europe.
All international orders are sent via tracked and signed delivery services.
Will I have to pay customs or import fees?
For international orders:
- You may be required to pay customs duties or import taxes
- These charges are set by your local authorities
- They are not included in our prices
Payment of these fees is the responsibility of the customer.
What if my order is delayed?
While we aim to meet all delivery timelines, delays can occur due to:
- High demand
- Courier disruptions
- Customs processing (international orders)
- Once dispatched, delivery is managed by the courier.
What if my parcel says delivered but I haven’t received it?
As all orders are sent via signed delivery, proof of delivery is recorded.
If you cannot locate your parcel:
- Check with household members or neighbours
- Contact the courier using your tracking number
- Reach out to us if further support is needed
Can I change my delivery address after ordering?
We recommend contacting us as soon as possible.
- Changes are not guaranteed once processing has begun
- Additional charges may apply if redelivery is required
Every Rael Hair order is handled with intention — from preparation to delivery — ensuring a seamless and secure experience.