ZUHRA values, respects and protects the privacy of our clients. All personal information collected on this site, in person or via any POS, is kept strictly confidential and will never be transferred to another party.

Your personal information will only ever be processed and retained to ensure your purchase or service is fulfilled to the best possible standard.

Our staff are bound to strict guidelines to ensure your personal information is protected.

We will periodically send out special offers, promotions and discounts via electronic notice (email). You may opt out of this at any time via email. Please email clientsupport@zuhra.co.uk and quote 'unsubscribe'. 

Naturally, we all change our minds or style... And as a result, we do accept returns. A few important notes; 

• All postage fees are non-refundable;
• All returns must be done within 14 days of receipt of the goods; 
• All goods returned must be intact or re-saleable condition, i.e lace on a unit uncut; seal on glue or mousse not broken; units unworn; 
• Returns should be sent using our service provider, Royal Mail. Please download a shipping label by following this link: www.royalmail.com/track-my-return/create
• All custom units are non-refundable, but are eligible for exchange or ZUHRA credit.

 

If you have any queries on returns or exchanges, please email orders@zuhra.co.uk. 

 

PROCESSING TIMES AND DELIVERY

 

This does not include pre-loved units and any other product. 

 

COLOURING AND QUALITY CONTROL 

Note that all the pictures on our website are taken professionally and with specialised lighting. As a result the unit may not always reflect exactly what is shown on our website. In any case, we will always ensure that the method used to create the purchased wig is replicated to ensure consistent results. 

Custom colour requests will not always match the inspiration image sent to the team. If we did not make it, we will not have the exact formula to construct the inspiration unit sent in. Nevertheless, we will always try to replicate what we see, to the best of our ability, and all whilst maintaining the quality of ZUHRA hair. 

Size and length of closures and bundles, will always range between 1-2 inches of the desired metrics. The weight of ZUHRA units will be a minimum of 250g. 

Pre-loved units are used units. They have been previously worn, either by the team for promotional purposes, influencers/models for shoots and masterclasses or are returned units that cannot be resold as brand new. As a result, these units are heavily discounted are completely non-refundable or eligible for store credit. All units undergo vigorous disinfecting processes and will be restored as best as possible to their original form.

To assist with your decision when purchasing a pre-loved unit we've created a scale to indicate how many wears, we anticipate a unit has left:

• Level one: over 10 wears
• Level two: 5-9 wears
• Level three: under 5 wears 

Note these are only guidelines and will firmly depend on how you treat the unit. 

 If you have any questions regarding your order, please email orders@zuhra.co.uk

PAYMENT PROTECTION

To ensure all parties are protected when purchasing ZUHRA hair products, your billing and shipping address must match. In the case that it does not, we'll place your order on hold and reach out to you for confirmation on the discrepancy. Note that you may have to provide proof of address. 

SALON POLICIES

Appointment confirmation

A deposit is required to confirm your appointment. Without this your appointment is not secured. To schedule an appointment, please follow this link. 

Appointment cancellation

If you wish to cancel your fitting, that is totally fine, things happen, however please let us know at least 48 hours prior and your full deposit will be returned. Anything less than 48 hours will mean only 50% will be returned, and anything less than 24 hours will result in total loss of your deposit. If you're facing any issues, please call our salon directly on (SL) +232 7560058/ (UK) +447376074667 or email clientsupport@zuhra.co.uk. 

Appointment rescheduling

If you wish to reschedule your appointment, please let us know at least 12 hours prior to your appointment and it will be rescheduled free of charge. Any further changes will incur a charge which will be added to your final service bill. This will total to 5% of your total service bill. 

If you wish to reschedule, please call our salon directly on (SL) +232 7560058/ (UK) +447376074667  or email clientsupport@zuhra.co.uk. 

Lateness 

Please aim to arrive at least 10 minutes before your anticipated appointment time. There will be a grace period of 10 minutes from the time of your appointment. Any later than this will incur a late fee which will amount to 5% of the total service bill. If you are more than 20 minutes late, your appointment may be cancelled to ensure timeliness for the remainder of the day. If we are still able to see you, your late fee will increase to 15% of your total service bill. 

If you're running late, please call our salon directly on (SL) +232 7560058/ (UK) +447376074667  or email clientsupport@zuhra.co.uk. 

Photography 

Photos may be taken during and after your service for promotional purposes. If you would not like this, please let your stylist on the day know. 

Preparedness 

To ensure your appointment runs smoothly, please ensure you have picked all the appropriate add-ons to your appointment, i.e. cane-rows before wig install. Failure to do so may result in delays with your appointment or cancellation if the schedule for the day is quite rigid. We'll always endeavour to accommodate you where possible, however please help us, help you. 

For all new ZUHRA wig installs, your wig will already be at the salon waiting for you, so please just head to the salon at your scheduled time. 

For all previously worn ZUHRA wigs or third party wig installs please either arrange a collection, post or drop off your wig at least 36 hours before your appointment. To arrange a collection, please schedule your appointment and email clientsupport@zuhra.co.uk, with your appointment confirmation details. 

For all laundry or revamp services once you've paid for the relevant service, please email clientsupport@zuhra.co.uk, to assist you with shipping or collection arrangements 

If you have any allergies at all, please let us know in advance so we can best prepare for your appointment. Whether it be glue or food products, its important you let us know as some products may contain food extracts. 

Mobile appointments

We'll arrive at your desired location at least 10 minutes before the allocated time. Please ensure you are ready to begin your service upon arrival to ensure our stylists complete your service in a timely manner. Any delays greater than 20-30 minutes may result in our stylist having to leave.