SHIPPING POLICY

Last updated: 9 September 2026

The Source Hair Co. supplies premium Vietnamese human hair directly from Vietnam to customers in the United Kingdom.

This Shipping Policy explains how orders are prepared, dispatched and delivered.

1. Where We Deliver

Our current online delivery service is primarily intended for customers in the United Kingdom.

If you are interested in delivery to another country, please contact us at thesourcehairco@gmail.com before placing your order so that we can confirm whether delivery is available.

2. Order Preparation

Orders are prepared in Vietnam before international dispatch.

Depending on the order, preparation may include product selection, order checking and preparation using The Source Hair Co. branded packaging.

Because our products are supplied through our Vietnam-based fulfilment network rather than being dispatched from pre-held UK inventory, an order may require preparation time before it is handed to the international delivery provider.

Once your order has been dispatched, you will receive tracking information where available.

3. Estimated Delivery Times

Estimated preparation and delivery times will be displayed or communicated where applicable.

Delivery estimates are provided in good faith but are not guaranteed delivery dates unless we expressly agree otherwise.

International delivery can occasionally be affected by customs processing, carrier delays, public holidays, severe weather, operational disruption or other circumstances outside our reasonable control.

Where consumer law requires delivery within a particular period or an agreed deadline, your statutory rights remain unaffected.

4. Shipping Charges

Any delivery charge payable by you will be shown during checkout before you complete your purchase.

Shipping charges may depend on factors such as the order size, weight, destination and delivery service.

You will have the opportunity to review the applicable delivery charge before placing your order.

5. Tracking

Where tracking is provided for your shipment, tracking information will be sent to the contact details associated with your order after dispatch.

International shipments may involve more than one logistics or delivery provider. Tracking information may therefore update at different stages of the journey.

Please allow reasonable time for tracking information to become active after dispatch.

6. Customs, Duties and Import Charges

Orders may be dispatched from Vietnam to the United Kingdom and may therefore pass through international customs procedures.

Where we expressly state at checkout or in the shipping terms applicable to your order that duties, taxes or customs charges are included, you will not be expected to pay those same included charges separately upon delivery.

Where import charges are not stated as included, we will provide the relevant information available to you before purchase where required.

Our international fulfilment arrangements may develop over time, and the applicable shipping terms shown when you place your order will form part of your purchase.

We will not intentionally require you to pay an import charge that we have expressly represented as included in the price or delivery arrangement for your order.

7. Delivery Information

You are responsible for providing a complete and accurate delivery address and appropriate contact information when placing your order.

Please check these details carefully before completing checkout.

If you notice an error after ordering, contact us immediately at thesourcehairco@gmail.com.

We will make reasonable efforts to update delivery information where possible, but changes cannot be guaranteed once an order has entered fulfilment or been dispatched.

8. Failed or Unsuccessful Delivery

If delivery cannot be completed because of incorrect or incomplete information supplied by the customer, refusal to accept the parcel, or another circumstance attributable to the recipient, please contact us.

Any additional costs resulting from an unsuccessful delivery will be handled in accordance with the circumstances of the order and applicable law.

Nothing in this section limits your rights where a delivery failure results from our breach of contract or the actions of a delivery provider for which we are legally responsible.

9. Damaged, Missing or Incorrect Orders

If your parcel arrives damaged, contains an incorrect item, or you believe part of your order is missing, contact us as soon as reasonably possible at thesourcehairco@gmail.com.

Please include:

• your order number;
• a description of the issue; and
• photographs of the parcel and products where relevant.

We will investigate and provide the appropriate next steps.

Your statutory rights are not affected.

10. Returns

Please do not send products to our London correspondence address.

Returns are handled according to our Return & Refund Policy, and you should contact us before sending any goods back so that we can provide the appropriate return instructions.

11. Trade Orders

Approved The Source Trade customers may place larger or mixed-product orders.

Preparation, shipping arrangements and delivery costs may vary depending on the size and nature of a trade order.

Where different shipping arrangements apply to a trade order, these will be communicated before or as part of the relevant transaction.

12. Contact Us

For questions about preparation, dispatch, tracking or delivery, contact:

The Source Hair Co.
Email: thesourcehairco@gmail.com

Business correspondence address:
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom

Please note that this is our correspondence address and not our returns address, warehouse or physical retail location.