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Welcome to Diversity Hair!

Frequently Asked Questions


How do I place an order?

Simply select the items, colour, type and quanity and click the add to cart button. The integrated cart system will take you through the process step by step.

Can I phone you with my order?

No, we only accept orders via the website at this time.

I keep trying to call to ask a question and no-one is answering, why?

We run on a small amount of staff currently, and are away from the office packing orders most of the time. If you have a question, please email us, as we check this constantly and will be able to give you a speedy response.

How do I cancel my order?

Send us an email to with your order number, stating that you would like to cancel. This must be done before 3pm on the day it was ordered, else your goods would have already been dispatched. No cancellations accepted after 3pm on the order date.

Can i add items to an order i have already placed?

As orders are dispatched quickly, it is not normally possible to add to an existing order. You are welcome to email us to check, but in most cases your order would already be in the process of being packed or shipped and therefore it wont be possible to add to it. You can place a new order, and if possible we will automatically combine the two and refund any excess postage to you.

I put a note on my order and you've ignored it! Why?'

We haven't ignored you. We have simply not seen it. We do not get Paypal messages come through to us on our order system. If you have a special request, then please email us to ensure we see it.

What do I do if I have received the wrong item/s in my order?

In the unlikely event of receiving the wrong items, please contact us via email to with your order number, stating what you received in error and we will forward you details for returning the goods for exchange or refund.

Can I return goods if they are no longer wanted?

Please ensure your order details are correct before submitting your order. If you are unhappy with your purchase for any reason, please contact us via email as above within 14 days of receiving your order.

How long will my order take to arrive?

In the UK generally next day after dispatch via Royal Mail Special Delivery or DPD courier. Orders must be placed before 4.30pm to be dispatched same day. Europe 3-5 working days by first class international signed for post. Rest of world 5-10 working days by first class international signed for post.

Can i have the delivery date of my order?

We will ship your order within the given time frame (within 1-2 days with most going same day if order placed before 4.30pm UK time) and then the shipping quotes found on the shipping page are estimates from Royal Mail. An estimate is not a guarantee and does not give a certain delivery date. We have no control over Royal Mail or other couriers, so please be patient. If you order has not arrived in a sensible amount of time, we will look into it for you and resolve it.

Where is my order?

Whilst we generally dispatch each day if orders are received before 4.30pm Monday to Friday, there will occasionally be delays due to weather conditions, seasonal backlogs at Royal Mail such as Christmas, or public holidays. The shipping estimates are those of Royal Mail and are exactly as suggested - estimates. If you require a guaranteed delivery date then email us to check if this is possible before you order.

We also ask that if you are checking up on an order with us that you give us enough information to look into it for you. Please give us the name you ordered under, the email address associated with your order and your order number.

Occasionally Royal Mail or a courier may attempt delivery when you are out, in this case you should have received a card, however this isnt always the case. Even if there is no card left for you please check with your neighbours and local Mail Collection Office before contacting us, as in alot of cases the item will be sitting there waiting for you.

I ordered from you and chose a certain post specifically because i needed the parcel for today and it is not here, i would like to know why?

The delivery estimates for Royal Mail and Couriers are a guide only. They may be affected by other things (see above 'where is my order'). Also note when you made the order. If your order was placed after our 4.30pm deadline, then it will dispatch next working day. This means orders taken after 4.30pm on a Friday will dispatch Monday, and that is when the shipping estimate should be counted from.

If you need your order for a certain date, ALWAYS email us first to check if its possible. It is recommended NOT to book a hair appointment until you have receive the hair.

How much is Shipping?

Shipping costs will vary depending on weight and desination. You can can get a shipping quote by clicking 'My Cart' and entering your location details and clicking 'Get a Quote'. You will see the shipping options available for you. You can then either select your preferred option and progress through checkout to pay for the order, or go back to make adjustments, or discard.


What payment methods do you accept?

Debit and credit cards and Paypal.

Can I set up an account?

Yes, when you make your first purchase, you will be asked to create an account with Diversity Hair. This will make ordering in the future a lot quicker for you. Please note for your security, we do not store any payment information.

What is Paypal? How do I get a Paypal account?

Paypal is a secure online payment facilty. You can learn more or create an account at if in the UK or for the rest of the world. If you do not have a paypal account, you can choose the credit or debit card option at checkout.

My order was this amount when i went through checkout, but Paypal says more. What is going on?

Please check your paypal confirmation email, as you will more than likely see a currency conversion. Orders made on our site are in UK pounds sterling. When converted into US dollars for example, this will appear as more. It is simply the same amount converted into your currency. For current currency conversion rates, check though please note Paypal exchange rates may differ slightly.


Where have all your Jumbo Braid / Kanekalon / Marley Braid / Dread Supplies gone?

Please see our blog post for a more in depth explanation. Due to rising manufacturing costs and the uncertainty of UK currency at this time, we have had to take the decision to no longer stock these products. We have passed our remaining stock onto in America.

The colour of the item i have received is completely different to the picture! Why is this?

All photos of our items are created to be 100% accurate to life by our computer monitor. All monitor settings however, will vary giving you darker or lighter or even more saturated colour when you view items online. Pictures should be used as a guide for colour ONLY. If you have a colour to match or need some advice or more information on a colour then please email us and we'll help you.

My blonde extensions go brassy/orange on holiday, but it fades again when i return home... why is this?

This is the same chemical reaction as when freshly dyed/bleached blonde hair goes brassy. Things that can cause this are Minerals (hard water), Sun exposure, Sea/Salt Water, Chlorine and contact with other products such as tanning lotions. Needless to say, your extensions are usually exposed to a fair few of these on holiday. The violet and Ash pigments get taken out of the hair by these, and result in the underlying warm pigment showing more. Avoid this as much as possible by using low sulphate shampoos for blonde hair, using argan oil on the ends for a protective layer and using a UV protective spray.

I cannot find the item i want to buy, when will you have more stock?

We constantly have stock on order and generally items will be back within 3 weeks of going out of stock unless they are unavailable with our supplier, in which case we will be unable to tell you when or if they will return.

Do you have the product i want in stock?

All items listed on the website are in stock, though some products are dropshipped from our other warehouse and it takes a little time to update the inventory to reflect this. Occasionally a product may go out of stock before this updates - in that instance, we will try to contact you to let you know the item you have ordered is unavailable and see if you would like an alternative. If we do not hear back from you by the end of that working day, we will cancel and refund your order for you.

I see some items have different dispatch times and are marked as 'dropshipped', what is this?

Some of our stock is held at an alternative warehouse, and will need to be shipped from there or ordered in, this process takes a little extra time. This time is stated on the product listing. Dropshipped items may sometimes be shipped separately from the rest of your order, but dont worry, you will only pay one delivery charge for your full order. All shipping options are still available for dropshipped items, but delivery estimates will begin from the stated dispatch time, rather than the time of ordering. Items we have in stock may ship separately and reach you beforehand. We always aim to have your orders with you in the fastest time possible. Please note that dropshipped items will dispatch in 2-5 days from your order date.

Do you do discounts for bulk orders?

Bulk orders can be discussed via email.


If you cannot find the answer to your question here, please have a look at our Knowledgebase pages, as they are there to help.

What is the difference between Remy and 100% Human Hair?

Remy hair is the finest graded human hair and is referred to as premium hair, the word remy means that all cuticles are kept intact and lying in the correct direction. This means that they will blend with your own hair without tangles or knots, and can be styled the same way as your own hair. This hair can last years in good condition with good care.

100% Human hair differs to remy and is the most widely used type of hair for extensions. The cuticle of every hair may not lie in the same direction. Usually to prevent tangles, the cuticle will be stripped and a silicone coating applied to the hair to reduce tangles. This hair can last months, even years with good care.

What is the difference between Single Drawn and Double Drawn Remy Hair?

Single Drawn hair is where the hair is gathered with all the long and shorter hairs together. Double Drawn is where the hair is gathered and then sorted to that all the strands are the same length. Double Drawn will give more even volume because of this, hence why this is the best quality hair available.

Do you offer training courses?

Yes, Jenna is Training Manager at Prostyles Hair Ltd, and can offer accredited Hair Extensions Training via there. Contact her via email at either OR

Can you install my extensions for me?

Yes. See our services pages for up to date information.