top of page

  • ​My order hasn’t arrived?


Hey Royalties, please be advised that '' Standard Delivery ''  can take up to  3-5 working days. Please use the reference number given to you to track and trace your parcel. This can be done by using Royal Mail's track and trace service on their website @ . This will update you on the whereabouts of your parcel. 


If in any case that your order has not arrived after 5 working days with Standard Delivery, please send a message to or send us a DM on our Instagram account at royal_ponytails and we’ll look into this for you.

For our '' Next day delivery'' service please endeavour to place your order before 1pm . If you place an order before 1pm on Friday, you should receive your parcel on Saturday.  If you place an order on Saturday or Sunday,, please be advised that your order will not be processed until the next working day which is Monday. Please note that delays can occur due to COVID. 

  •  Do I need to be home to sign for my delivery ?

Please be advised that our ''first class signed for'' service will require a signature . So please make sure you are at home, or someone else is home. If there is no one home, they will leave a card explaining why they could not deliver and the card will tell you how you can collect your parcel or arrange for a re-delivery.

  • Do you offer refunds/exchange ?

Our goal is for all our customers to love our products but unfortunately for hygiene reasons we do not offer refunds or exchange on our products.


  • Can I cancel my order?

Yes your order can only be cancelled if it has not been dispatched. Once cancelled your money will be refunded to you immediately and you will receive the money within 5-7 working days depending your bank. 

  • Will I be able to change my order once it has been placed?

We process our orders very quickly but if you would like to amend your order in any way, please send and email to  and we’ll try our best to change this for you but this only applies to all orders that have not been dispatched. 

  • Can I  apply heat on your Hair Extensions?

Yes Royalties, you can use heat on our ponytails, however heat only up to to 180 degrees can be applied as it is synthetic hair.  However, as our Ponytails are already pre-styled minimal heat is advised.  Please avoid using a curling wand or blow dryer on our ponytails as this can damage the fibres used in creating the ponytails. 

bottom of page