Order Issues


Can I change my order?


If the product status is not yet in ‘Dispatched’ then it may be possible to amend it. Please note that we can only:

  • Change colour options
  • Cancel items from your order or cancel your entire order
  • Change delivery details

If your order status is ‘Dispatched’, unfortunately it is not possible for us to:

  • Add items to your order
  • Upgrade your order postal method

You will need to return the order to us. To change your order please contact us via our website with your Order Number and include details of the amendment(s) required. Customer Care will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason.


Backordered Items


Back ordered items are items which are currently not in stock but will be ordered in for you (due in 3-5 working days). Once we have received delivery of the item, your full order will then be dispatched to you immediately.

Backordered items cannot be shipped at the time an order is placed, but will ship at a later date with the order. When a backordered item is purchased, we will provide you with an approximate shipping date via e-mail. Please be aware that backorder dates are approximate and subject to change. If you have selected an item that is on backorder, you have the option to order it, or select an alternate size or colour if available. Please note orders will be dispatched once the backordered item is in stock. If you require some items from your order urgently, please contact us.


Colour match


Not sure which colour of hair extensions/products you need? You can upload your photo here and we will try our best to match your hair. We will try our best to suggest the closest colour to match your hair, however we cannot guarantee an exact match due to a number of factors:

  • Photo quality
  • Screen resolution
  • Lighting conditions of the environment where the photo was taken
  • Colour does not exist in our product range

If we decide that we are unable to match your hair using your photograph, we will contact you and suggest that you send a sample of hair for us to match.

Alternatively you can send a strand of your hair to us or bring to our shop for advise.

If you have any problems please CONTACT US


You haven’t replied to my query


It is our policy to endeavour to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc…), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please Contact us stating your secondary email address or a family member’s or trusted friend’s email address. Please include YOUR Name, registered Hairtrade email address, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

We only reply to email sent to sales@rochehairextensions.co.uk, please make sure you send to the right address.