RETURNS & REFUNDS POLICY

FAQS

How many bundles do I need?

3 bundles: Full install (most popular)
4 bundles: Extra volume / longer lengths

What is raw hair?

Raw hair is single donor hair that is unprocessed before use, with cuticles naturally aligned. It’s designed for long-term wear and excellent styling performance.

What is virgin hair?

Virgin hair is premium hair made from multiple donors that is manually aligned for softness and consistency. It’s ideal for sleek, everyday installs and long wear.

Can I colour the hair?

Yes — both virgin and raw hair can be coloured professionally. Raw hair to a light blonde and virgin hair to a brassy colour.

For best results, we recommend colouring with an experienced stylist to maintain hair integrity.

Do you sell matching lace?

Yes. We offer HD lace closures and frontals, including matching shades for our Blonde Edit coloured raw hair range.

How long will the hair last?

With the correct care, ATRA hair lasts years depending on usage, maintenance, and installation methods. Raw hair can last up to 5+ years with proper care.

How long is processing & shipping?

Pre-coloured items are made-to-order and require 7 working days processing.
Once dispatched, Royal Mail delivery is typically 1–2 working days.

Virgin & Raw hair colour 1b is usually on hand and shipped after 2 days processing time. If not - 4 days after order is placed your order will be shipped with tracked 24 shipping (next day delivery)

Urgent Orders & Processing Times

If you require your order urgently, we strongly recommend contacting us before purchasing. While some coloured bundles and lace units may already be available because they have already beein custome coloured - some units need to prepared to order based on your selected length, lace type, or colour specification. Because of this, processing times can occasionally extend beyond our standard 7-day timeframe, particularly during high production periods, factory workload fluctuations, or international holiday closures (such as Asian national holidays).

If timing is important, please message us via WhatsApp, Instagram, or email before placing your order. We’ll happily confirm current availability, terms for expedited processing times, expected processing time, and realistic delivery timelines so you can make the best decision before purchasing.

Need your order faster?

If you require priority processing or expedited service, please message us on WhatsApp or Instagram before ordering. We can confirm availability and, where possible, arrange faster preparation or dispatch options.

Do you accept returns?

Due to hygiene reasons, all sales are final for hair and lace products. Please review our Returns Policy before ordering.

Last updated: 21/1/26

At ATRA, we take pride in providing luxury-quality hair and lace products. Due to hygiene and consumer safety reasons, we operate a strict returns policy.

By placing an order with ATRA, you confirm that you have read and agreed to the terms below.

All Sales Are Final (Hair & Lace Products)

For hygiene reasons, all hair extensions, wigs, lace systems, closures and frontals are non-refundable and non-returnable once delivered.

This includes (but is not limited to):

Raw hair bundles
Virgin hair bundles
Pre-coloured bundles
Closures (5×5, 6×6, 7×7, 2×6)
Frontals (13×6, 13×4)
Any made-to-order items

Are coloured bundles refundable?

All coloured hair is professionally dyed to order from natural 1B single donor raw hair once your payment is confirmed. Although advertised as pre-coloured, the shade is created specifically for your order rather than taken from pre-existing stock. Due to the customised colouring process, coloured items are non-refundable unless faulty. This is standard practice for professionally coloured hair products.

Custom Coloured Hair Policy

All coloured hair products are professionally dyed to order from natural 1B single donor raw hair once payment is received. Because this colouring process is carried out specifically for each order, these items are considered personalised/made-to-order goods under UK consumer regulations and are therefore non-refundable unless faulty or incorrectly supplied.

We strongly encourage customers to review colour descriptions carefully before purchasing. If you need advice before ordering, our team is happy to assist.

Exchanges

We do not offer exchanges on hair or lace products.

If you are unsure which product is best for you, please contact us before ordering and we will be happy to guide you.

Order Cancellations

Orders cannot be cancelled once they have been placed and confirmed.

This is especially important for:
- Pre-coloured bundles
- Made-to-order lace systems

As these products enter processing immediately.

Faulty / Incorrect Items

In the unlikely event you receive the wrong item or a fault has occurred, you must notify us within:

24 hours of delivery

To raise an issue, you must provide:

Order number
Clear photos/videos of the item(s)
Photos of the packaging
A description of the issue

If approved, we may offer:

A replacement (where possible), or
Store credit, or
Another suitable resolution at our discretion

Please note: We do not accept “changed mind” returns.

What Is Not Considered a Fault

The following are not considered faults and are not eligible for returns/refunds:

Slight colour variations (especially on coloured bundles)
Texture variations due to the nature of raw hair
Perceived differences due to lighting or camera flash
Incorrect length chosen by the customer
Improper maintenance of hair by customer
Alteration of the product (washing, cutting lace, bleaching knots, installing, colouring, toning, use of chemicals)

Once hair or lace has been altered or installed, it cannot be returned under any circumstance.

Chargebacks & Fraud Prevention

Any chargebacks filed without contacting ATRA first may result in:

Order cancellation (where possible)
Account restrictions
Evidence submission to the payment provider

We take fraudulent claims seriously.

Shipping Policy

Last updated: 20/1/26

At ATRA, we aim to dispatch all orders as quickly and smoothly as possible while maintaining our quality standards. Please read the information below carefully before placing your order.

Processing Times

Pre-Coloured Bundles (Made to Order)

All pre-coloured bundles and lace systems are made to order.

Processing time: 7 working days from the date your order is placed (and payment is confirmed).

This processing time allows for:

Colour preparation and quality control
Custom matching and finishing
Final packaging checks before dispatch

Please note: Working days exclude weekends and UK bank holidays.

Everything else

5-7 days.
This processing time allows for:

Colour preparation and quality control
Custom matching and finishing
Final packaging checks before dispatch

Please note: Working days exclude weekends and UK bank holidays.

Ready-to-Ship Items

Some items may be available as ready-to-ship and will typically be processed faster. If an item is ready-to-ship, this will be indicated on the product page.

If your order contains a mix of ready-to-ship and made-to-order items, the order will be dispatched once all items are ready, unless you place separate orders.

SALE PERIODS

During sale periods we experience a significantly higher volume of orders. To ensure every order meets our quality standards, additional time is required for sourcing, preparing, and processing bundles.

Please allow up to 14 working days for sale orders to be prepared before dispatch.

We appreciate your patience while our team carefully prepares each order.

Shipping Method

All ATRA orders are shipped via:

Royal Mail Tracked & Signed

Once dispatched, delivery typically takes:

1–2 working days (UK)

You will receive tracking updates via email or SMS (depending on the contact details provided at checkout).

Dispatch Confirmation & Tracking

When your order has been dispatched, you will receive a dispatch confirmation including your tracking details.

Please allow up to 24 hours for tracking information to update once dispatched.

Delivery Address & Customer Responsibility

Please ensure your delivery address is entered correctly at checkout.

ATRA is not responsible for delays or non-delivery caused by:

Incorrect/incomplete address details
Access issues (e.g. gated buildings, missing buzz codes)
Failed delivery attempts
Customer not being available to sign for the parcel

If a parcel is returned to us due to the above, the customer will be responsible for any additional delivery charges required to resend the order.

Missed Deliveries & Signed Parcels

Royal Mail Tracked & Signed requires a signature (or delivery confirmation) where applicable.

If you miss your delivery, Royal Mail OR DPD may:

Attempt redelivery
Leave the parcel in a safe location (where available)
Redirect to a local depot or collection point

It is the customer’s responsibility to rearrange delivery or collect the parcel within the timeframe provided by Royal Mail.

Shipping Delays

While we aim to dispatch and deliver within the stated timelines, delays may occur due to circumstances outside our control, including:

Weather conditions
Postal network delays
Seasonal peak periods (e.g. Christmas/New Year)
Strikes or service disruptions

ATRA is not liable for delivery delays once your parcel has been handed over to the courier, but we will always support you with tracking information and next steps.

Lost or Missing Parcels

If your parcel is marked as delivered but you have not received it:

Check with neighbours or household members
Check safe places around your property
Confirm the delivery address is correct

If it is still missing, please contact us within 48 hours of the delivery update so we can support you in investigating with Royal Mail.

Please note:
ATRA can only open a formal claim after courier investigation timelines have been met.
Refunds/replacements may be subject to Royal Mail’s investigation outcome.

Damaged Parcels

If your parcel arrives damaged, please contact us within 24 hours of delivery with:

Photos of the outer packaging
Photos of the product(s)
Your order number

We may not be able to assist with damage claims if reported outside this timeframe.

Pre-Order Notes

Pre-orders are processed according to our stated processing timeline.

Please note:

Processing begins once payment is confirmed
Estimated dispatch and delivery times are guidelines and may vary slightly depending on order volume or production requirements
During peak periods, dispatch times may be extended (you will be notified if this occurs)