Complaints procedure
At Her Hair My Head, we are committed to providing high-quality products and exceptional customer service. We truly value your feedback — both positive and negative — as it helps us to grow and improve. If you are not completely satisfied with your experience, we want to hear from you so we can put things right.
Step 1: Raising a concern
If you have a concern about a product, service or experience, please contact us as soon as possible. In the first instance, we recommend contacting us informally so we can try to resolve the issue quickly and amicably.
You can contact us by:
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Phone: (+44) 07359 573 970
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Post: FAO Complaints, Her Hair My Head via Calmak, Gordon House, 2 The Green, Westerham, Kent TN16 1AS
Please include the following:
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Your name and contact details
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A clear description of the issue
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Order number (if relevant)
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Any supporting photos or documentation
Step 2: Acknowledgement
We aim to acknowledge all complaints within 2 working days of receiving them. If the issue can be resolved immediately, we will do so. If further investigation is needed, we will let you know and keep you informed throughout the process.
Step 3: Investigation and resolution
We take every complaint seriously. We will:
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Carry out a full and fair investigation
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Contact you if we need more information
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Keep you informed at every stage
We aim to provide a full response within 10 working days. If, for any reason, we need more time, we will let you know with an updated timeline.
Where appropriate, we may offer:
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An apology
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A replacement item or repair
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A partial or full refund
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Other reasonable solutions
Step 4: Escalation
If you are not satisfied with the outcome of your complaint, you may request that it is escalated. Your case will be reviewed by a senior member of our team.
We will respond to escalated complaints within 5 working days.
Alternative Dispute Resolution
If we are unable to resolve your complaint through our internal process, you may consider using an Alternative Dispute Resolution (ADR) scheme. As a UK-based business selling in-person and online, we comply with consumer protection regulations and are happy to direct you to an appropriate ADR provider if required.
Your feedback matters
We are always striving to do better. Whether it's a complaint or a suggestion, your feedback helps us improve the service we offer to all customers navigating hair loss.
Thank you for trusting Her Hair My Head.