Products in stock

Products are available for purchase through our website or directly in-store, subject to stock availability.

For online ordering, you can easily browse our website to view the range of products available. Once you find the items you wish to purchase, simply add them to your shopping cart and proceed to the checkout. During checkout, please ensure you provide accurate billing and shipping information to facilitate a smooth transaction. Upon successful completion of your order, you will receive a confirmation email that will detail your purchase and provide any necessary information regarding delivery.

For in-store purchases, we invite you to visit our studio to explore our products firsthand. We strive to provide a welcoming environment where you can see and experience the quality of our offerings. Payment methods accepted in-store include cash, credit and debit cards, as well as mobile payments and transfers for your convenience.

All prices listed on our website and in-store are subject to confirmation. For clients with medical conditions or those purchasing from abroad, please note that prices are exclusive of VAT. For all other customers, our prices include the standard VAT rate of 20%.

We want you to be completely satisfied with your purchase. If you decide that a product isn’t right for you, items purchased from stock can be returned or exchanged within 7 days of receiving the product. To be eligible for a return or exchange, the item must be in the same condition as when it was received, including all packaging and tags. Once we receive the returned item, we will review it and process your refund or exchange accordingly. Please be aware that we do not offer refunds for shipping and handling fees incurred during the initial purchase.

When it comes to shipping and delivery, products purchased online will be dispatched promptly after payment has been received. While we make every effort to ensure timely delivery, we cannot be held responsible for any delays or losses that occur as a result of third-party shipping services. We recommend tracking your shipment through the courier’s service for updates on its progress.

We appreciate your understanding of these terms and conditions, as they help us maintain a high standard of service and satisfaction for all our customers. Should you have any questions or concerns regarding your purchase, please do not hesitate to contact us.

Bespoke products

Custom-made wigs are created specifically to meet your individual requirements, making accurate measurements essential. When you visit our studio, we will take the measurements ourselves to ensure precision. If you choose to take your measurements during an online consultation, please be aware that you will be responsible for their accuracy.

In terms of alterations, we offer one complimentary alteration if requested within two weeks of receiving your product. Alterations may include resizing, adding or removing hair, adding baby hair, and modifying features such as lining, straps, clips, or combs. Please note that we do not alter the materials or hair types used in the wig, as any such changes must be agreed upon prior to beginning production.

During your consultation, you will have the opportunity to decide if you would like a haircut or colour treatment performed by our professional hairdresser. Once the haircut or colouring is completed and the product has been taken, we will not accept any complaints regarding these services. Should you have any concerns, we ask that you raise them during your visit so we can address them immediately.

The estimated delivery time for bespoke products is a maximum of ten weeks. However, please be aware that this timeframe may be extended due to circumstances beyond our control.

To initiate the custom wig-making process, a deposit of 50 percent is required before work can commence.

Consultation process

Face-to-Face Consultation

We offer a face-to-face consultation for a fee of £75, which typically lasts between 60 and 90 minutes. During this session, we will cover the following:

  • Take accurate measurements of your head or create a head mould.
  • Assist you in selecting the perfect hair for your hairpiece.
  • Provide our expert advice on various options and considerations.
  • Complete our VAT form as required.
  • Record the consultation for future reference.
  • Provide a guiding price, followed by an email with an exact quote.
  • Explain the entire process of hairpiece creation from start to finish.
  • You are welcome to take photos of styles you like or how hairpieces look on you, but detailed images of wig construction are not permitted.
  • The consultation fee will be deducted from any future purchases.

Video Consultation

We also offer a complementary video consultation lasting up to 30 minutes. During this session, you can expect:

  • Guidance on how to measure your head accurately.
  • Assistance in choosing the right hair together.
  • Our expert advice tailored to your needs.
  • Recording of the consultation for future reference.
  • A guiding price, followed by an email with an exact quote.
  • An explanation of the hairpiece making process from beginning to end.

Courses

We are delighted to offer a range of courses that can be attended either online or in-person at our studio. Our courses are designed to provide you with a comprehensive learning experience, tailored to meet your needs.

Please be aware that course prices are established in advance and are non-refundable. This policy ensures that we can maintain the quality of our offerings and allocate resources effectively.

Before you enrol, we will inform you whether we will be providing any materials and equipment necessary for the course. Transparency in what is included will help you prepare adequately for your learning experience.

Our primary goal is to ensure that you leave the course feeling confident in the skills you have acquired. If, for any reason, you feel dissatisfied with what you have learned or believe that the course did not meet your expectations in terms of skill development, we encourage you to reach out to us within 7 days of completing your course. We are committed to your satisfaction and will gladly provide additional time and resources to help you enhance your skills and knowledge until you feel fully satisfied with your progress.

Membership

Membership to our services is open to all clients and anyone interested in our offerings. We welcome you to join our community and take advantage of the various benefits available to members.

To become a member, please complete the membership registration process on our website. Membership becomes effective upon receipt of payment for the membership fee.

Membership fees are available on both a monthly and annual basis, and payment is required at the time of joining. Please note that all membership fees are non-refundable.

In terms of cancellation, members have the flexibility to cancel their membership at any time. However, please be aware that no refunds will be issued for fees that have already been paid.

We reserve the right to modify these terms and conditions at any time to reflect changes in our policies or services. In the event of significant changes, we will notify members promptly to ensure you are aware of any updates that may affect your membership.

We value your privacy and are committed to protecting your personal information. All member information will be handled in accordance with our privacy policy, ensuring that your data is managed responsibly and securely.

Thank you for considering membership with us. We look forward to serving you and providing you with exceptional products and services.

Repairs/services

Repairs of Clients’ Own Products
We understand that our clients may have existing hairpieces or products that require repair. However, as we did not manufacture or create these items, we cannot assume responsibility for their repair. Our process for assessing and repairing your product includes the following steps:

  • Assessment: Upon receiving your product, we will conduct a thorough examination to determine its condition and identify the necessary repairs. This assessment will help us understand the specific issues that need to be addressed.
  • Pricing: After the assessment, we will provide you with a detailed estimate of the costs involved in the repair process. This quote will outline the scope of work required and the associated fees.
  • Agreement: Before we commence any repair work, we will seek your approval of the proposed pricing. This ensures that you are fully informed about the costs and have agreed to proceed with the repairs.
  • Limitations of Responsibility: Please note that any repairs undertaken on products not created by us will be conducted on a best-efforts basis, and we cannot guarantee the results or functionality of the repaired item.

Repairs of Our Products
For products that we have created, we are committed to ensuring that they maintain their quality and functionality. Our policy for repairs on our products is as follows:

  • Post-Purchase Assessment: We encourage clients to assess their products upon delivery. If you require repairs after two weeks from the date of purchase, we will conduct an evaluation of the item to determine the extent of the repairs needed.
  • Repair Pricing: After evaluating the product, we will provide you with an estimate for the necessary repairs. This estimate will include a breakdown of costs associated with the repairs and any materials required.
  • Approval for Repairs: Similar to the process for clients’ own products, we will seek your consent before proceeding with any repairs. You will be provided with a clear outline of the expected costs, and we will only begin work once we have your approval.
  • Quality Assurance: We take pride in the craftsmanship of our products. If repairs are needed, we will strive to restore your item to its original condition, subject to the age and condition of the product at the time of repair.
  • Limitations on Warranty: Please be aware that any repairs requested beyond a two-week period from the original purchase date may not be covered under our warranty policy. We will assess the repairs needed at that time and provide you with the most appropriate options available.

We appreciate your understanding of these repair terms and conditions. Our goal is to provide you with transparent and fair pricing while ensuring that you receive the best possible service for both your products and ours.

If you have any questions or require further clarification regarding our repair policies, please do not hesitate to contact us.

Aftercare

  • You will be responsible for the product from the point of collection or delivery. However, we are pleased to offer limited complementary after-care, which includes up to two minor alterations to the product (such as adding or removing hair, adjusting colour, working on bleached knots, baby hairs, or adding/removing straps, combs, or clips) as discussed during your consultation. Please note that such alterations are not uncommon.
  • These alterations are subject to our approval and must be requested within 4 weeks of the initial purchase date by emailing us at[email protected] or calling Petra on +447539516615. Any additional alterations requested after this period will incur charges, which will be agreed upon prior to commencing the work.
  • For all alterations, you will be responsible for the cost of returning the product to us and the postage costs for sending it back to you.
  • Regarding washing your new hair extensions or wigs, please follow the steps provided during your consultation, or access our membership portal for detailed instructions. For wigs, it is preferable to wash them inside out to minimize hair inversion, unless the wig is permanently attached to your scalp. Use lukewarm water and your preferred products (we recommend organic products). Hair extensions should be washed with your own hair using lukewarm water and your choice of products.
  • Drying and styling your hair extensions or wigs should be done just as you would with your natural hair. You can use hair dryers or straighteners. However, please be aware that excessive heat can dry out the purchased hair. Extensions should be styled while on your head, while wigs can be styled either on your head or on a mannequin head.
  • If you need a professional hairdresser for colour changes, perming, or other services, please contact us, as we work with trained professionals. If you choose to take the wig to your own hairdresser, we cannot be held responsible for the results or any damage that may occur to your new hair.

Hand tied wefts

  • avoid using sharp objects, as they cause the weft to unravel and the hair to become loose. For instance, do not cut the weft with scissors. Before ordering a hand-tied weft, please provide us with your measurements so we can tailor the weft to your needs.
  • If you have any questions about how to care for your wig or hair extensions, please contact us. Additionally, all this information is available in our membership portal, which can be accessed from our website atberenicelondon.co.uk

Payments and fees

At our company, we are proud to be VAT registered, which means that all of our listed prices include a Value Added Tax (VAT) of 20%. This ensures transparency in our pricing structure, allowing our clients to understand the total cost of our services upfront.

VAT Deductions: We understand that some clients may face unique circumstances that warrant special considerations regarding VAT. As part of our commitment to customer care, we offer the following deductions:

  • Clients with Medical Issues: If you have a medical condition that qualifies for VAT relief, we are happy to deduct the VAT from your total purchase price. Please let us know if you believe you qualify, and we will assist you with the process.
  • International Clients: For our clients located outside the UK, we also provide a VAT deduction on our services. This is to ensure that our international customers can benefit from our offerings without the additional VAT charge.

Accepted Payment Methods: To make your purchasing experience as convenient as possible, we accept a variety of payment methods:

  • Cash: You can pay directly in cash at the time of service.
  • Debit/Credit Card: We accept all major debit and credit cards for your convenience.
  • Klarna: For those who prefer flexible payment options, we offer Klarna, which allows you to pay later or finance your purchase.
  • PayPal: You can also use PayPal for secure and straightforward transactions.
  • Bank Transfer: If you prefer to pay via bank transfer, we can provide you with our banking details upon request.

We hope this information clarifies our pricing and payment policies. If you have any further questions or require additional assistance, please do not hesitate to reach out to us. We are here to help!

Privacy policy

This Privacy Policy outlines how we collect, use, disclose, and protect your personal information when you interact with our services. Your privacy is important to us, and we are committed to ensuring that your personal information is handled with care and respect.

Information We Collect

In the course of providing our services, we may collect various personal details from you, including but not limited to:

  • Name: To identify you and address you appropriately.
  • Email Address: To communicate important information and updates regarding your transactions and our services.
  • Phone Number: To contact you directly when necessary.
  • Payment Information: To process payments securely for the services you purchase.
  • Address: For billing purposes and to facilitate service delivery.

How We Use Your Information

We utilize the information we collect for several purposes, including:

  • Communication: To keep you informed about your purchases, send updates, and share promotional materials that may be of interest to you.
  • Service Improvement: To enhance our website and services based on client feedback, ensuring we meet your needs effectively and efficiently.

Disclosure of Personal Information

We want to assure you that we do not sell, rent, or share your personal information with third parties for their marketing purposes. Your trust is essential to us, and we take your privacy seriously.

Security Measures

To protect your personal information from unauthorized access, disclosure, or misuse, we implement appropriate security measures. These measures include encryption, secure storage practices, and regular security assessments to ensure that your data is safeguarded.

Your Rights

You have the right to opt out of receiving marketing communications from us at any time. If you wish to stop receiving these communications, please follow the unsubscribe instructions included in our emails or contact us directly.

Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please do not hesitate to reach out to us. We are here to assist you and address any inquiries you may have.

Newsletter Subscription

With your purchase, we would like to welcome you to our community by adding you to our newsletter mailing list. This will keep you informed about our latest news, promotions, and exclusive offers. If you prefer not to receive our newsletter, simply reply to this email to opt out. While we will be sad to see you go, we respect your decision.

Shipping

At our company, we strive to ensure a seamless and transparent shipping experience for all our clients, both domestic and international. Below, we outline our shipping procedures and delivery timelines for your convenience.

Domestic Shipping (UK)

For all domestic orders within the UK, we automatically add a fee of £20 for next-day delivery, which includes insurance for your order. This ensures that your items are protected during transit and arrive promptly.

If you prefer to save on shipping costs, we offer an alternative option to send your order via 1st Class Recorded Delivery with Royal Mail. Please note that this option is at your own risk, and we cannot be held responsible for any loss or damage that may occur during shipping.

International Shipping (Abroad)

For international orders, we utilize the fastest courier services available, including FedEx, UPS, and DHL. The cost for international shipping typically ranges from £30 to £60, depending on the weight of the product being shipped.

If you would like to have your items sent with insurance, please inform us, and we will provide you with a proof of the invoice and include the additional cost in your order.

Please be aware that we are not responsible for any loss or damage that may occur to your products during shipping. By choosing to proceed with your order, you accept that shipping is done at your own risk.

Additionally, we offer the option for you to collect your items directly from our location in London, or we can arrange for courier delivery.

Hair Products

We maintain a stock of hair products in London. For individual custom orders, we can ship immediately if the requested hair is available. If the hair is not in stock, we will communicate with you to discuss the details before processing your payment.

For larger orders, please allow up to 30 working days for delivery from the date of payment. When ordering hair directly from us, we offer free shipping via Royal Mail 1st Class Recorded Delivery. If you prefer a different courier service or require special delivery with Royal Mail, please let us know in advance, and we will add the additional fee to your order. All shipping details will be finalized prior to completing your transaction.

Wigs

When ordering wigs, we will confirm the estimated delivery time with you directly. Typically, it takes 6 to 8 weeks to complete a wig, but we reserve the right to extend this timeframe due to factors beyond our control.

For international wig orders, delivery times may vary, so we encourage you to contact us for specific details. We will reach out to you within 24 hours of placing your order to confirm the delivery timeline.

If you have any questions or require further clarification on our shipping and delivery policy, please feel free to reach out to us. We are here to assist you and ensure a smooth ordering process!

RETURNING POLICY

At our company, we are dedicated to ensuring customer satisfaction with every purchase. Below, we outline our policies regarding returns and exchanges for both in-stock items and custom-made products.

Items in Stock

If you purchase items from our existing stock, we offer a flexible exchange and return policy:

  • You can exchange or return items within 14 days of receipt.
  • To qualify for a return or exchange, the item must be in its original packaging and unused. This means that the hair cannot be coloured, cut, washed, or styled in any way.
  • Please be aware that you are responsible for any postage costs incurred when returning items.

Custom Made Products

We pride ourselves on providing excellent customer service and ensuring that you receive the perfect wig or hairpiece tailored to your needs. Here are the guidelines for our custom-made products:

  • Non-Returnable: Due to the personalized nature of our custom wigs, all sales are final. However, if you are not completely satisfied with your product, we are committed to working with you to make any necessary adjustments until you are fully happy.
  • Notification of Issues: If you encounter any issues with your product upon receipt, please notify us within 48 hours. You can do this by emailing us a description of the problem. We will respond to your email within 48 hours. If you prefer to call us, we ask that you follow up your call with an email outlining your concerns.
  • Evaluation Process: To resolve any problems, please send your wig back to us for evaluation. It is important that you contact us first for return instructions, as we cannot be held responsible for lost or stolen items sent without prior communication.
    • If we determine the issue is valid, we will correct it at no additional cost to you.
    • If we do not identify the problem you described, we will inform you of any available options and email you the results of our evaluation. You can then decide via email how you wish to proceed. Should you choose not to have us make the necessary corrections, we will return the product to you, and you will be responsible for the return shipping costs.

Head Measurements

Please ensure that the head measurements you provide during your online consultation are accurate, as these measurements are crucial for the fit and comfort of your custom product.

Defective or Damaged Products

If your product is defective or damaged upon receipt, please contact us within 7 days to initiate a resolution. We are here to assist you and will work diligently to address any issues you may encounter.

For any questions or further clarification regarding our return and exchange policy, please do not hesitate to reach out to us. Your satisfaction is our priority!

Health & Safety

Hygiene Standards

  • We adhere to strict hygiene protocols, including sanitizing tools and workstations before and after each client.
  • All staff are trained in proper sanitation practices to ensure a safe environment.

Client Health Disclosure

  • Clients must inform their stylist of any health conditions, allergies, or sensitivities that may affect the service.
  • It is the client’s responsibility to disclose any current medications or treatments that may impact hair services.

COVID-19 Precautions

  • We follow all local health guidelines regarding COVID-19, including social distancing and wearing masks as required.
  • Clients may be asked to complete a health screening questionnaire upon arrival.

Staff Wellness

  • Our staff are required to stay home if they are experiencing any illness or symptoms of contagious diseases.

Emergency Procedures

  • In the event of a medical emergency, we will call for assistance. Clients are encouraged to have their emergency contact information readily available.

Personal Protective Equipment (PPE)

  • Our staff will wear appropriate PPE as necessary, and clients may be asked to do the same during specific services.

Minor Clients

  • Clients under the age of 18 must be accompanied by a parent or guardian. We reserve the right to refuse service if this is not adhered to.

Equipment Safety

  • Clients should avoid touching equipment and products to ensure a safe and clean environment.

Feedback and Concerns

  • We encourage clients to voice any health and safety concerns during their visit, and we will do our best to address them promptly.

Right to Refuse Service

  • We reserve the right to refuse service to any client who poses a health risk to themselves or our staff, or who does not comply with our health and safety policies.

Liability for Injuries

Personal Injury Disclaimer

  • While we take every precaution to ensure a safe environment, Berenice London Ltd cannot be held responsible for any injuries sustained on the premises, including but not limited to slips, falls, or any accidents occurring during the course of your visit.

Client Responsibility

  • Clients are responsible for their own safety while in the studio. Please exercise caution when moving around the salon and while using equipment.

Notification of Hazards

  • If you notice any potential hazards, please inform our staff immediately so we can address the issue promptly.

Waiver of Liability

  • By using our services, clients agree to waive any claims against [Your Hairdressing Studio Name] for any injuries or damages incurred during their visit, including those arising from negligence or oversight.