Here you will find the questions we get asked most, but if you can't find what you're looking for, please reach out and ask us

EXTRA PROCEDURES IN PLACE DUE TO COVID-19

Please read our statement from our founder and contact us if you have further questions, we are here to help. 

SHIPPING AND RETURNS

UK customers enjoy free standard shipping on all orders over £50. We also offer Tracked Delivery for £5.50 or free on orders over £100, Special Delivery for £7.95 and a DPD Next Day service too. International orders are free over £100 GBP or from £13.50 GBP. There is also an express delivery option starting from £19.95 GBP. You can also ask us for an express quote. For more information check out our delivery and returns page.

Yes. International shipping starts from £13.50, and free on orders over £100 GBP.  International orders can take 3-15 working days depending on where you live. We also offer a quicker delivery service from £26.95 GBP.  See full delivery and returns policy.

*Please note, delivery times may be delayed due to COVID-19.*

Items sent from Great Britain to the EU are subject to VAT and duties in the EU as follows: 

Until 1 July 2021, commercial goods sent to the EU with a value between €10* and €150 may be subject to import VAT and may incur a handling fee in the receiving country. 

Commercial goods sent to the EU over €150 may attract VAT, customs duties and a handling fee.

Standard UK shipping should take between 2-5 working days to arrive. We also offer next-day delivery services for UK orders, provided you order by 3pm Monday to Friday. For international orders please see our Shipping page here.

*Please note, shipping times may be delayed due to COVID-19*

Our standard UK delivery option is not a tracked service. We do offer a variety of tracked options, please see our shipping page for more info.
Once your order has been dispatched you will receive a shipping confirmation email which includes a link to your order information and the couriers tracking web page where you will be able to track your parcel to your front door.

We offer a range of express delivery options including DPD Next Day service and Royal Mail Special Delivery Guaranteed service for our UK customers. Please see our shipping page for more information. Please note you will need to order by 3pm the day before for Royal Mail Special Delivery and 2pm the day before for DPD Next Day service. Make sure to select the correct postage rate at the checkout. For international customers, please contact us with your requirements first. We will do our best to accommodate you with a quote for an express shipping service. 

If your parcel has not arrived after the displayed time, please first check that your parcel has not been left with your neighbour or local collection office. In about 90% of cases, the parcel is in one of these places! If it's not, then please get in touch and we will assist you.

Not a problem! As long as it's for the same shipping address and we haven't already despatched your order, we will send items together to save you postage costs. Check out again normally and we will refund any shipping charges for your second order. Just send us an email to let us know. Or if you prefer, let us know what you would like to add to your order and we will send you a link for payment minus the shipping cost. 

If you would like to collect your order from our Brighton office, just select pick up at the checkout.You will receive an email when our order is ready to collect. This will usually be within 24 hours for order placed Monday-Friday. Our offices are open 6-days a week, but we will ask you to give us a rough date and time to expect you. Collection Address: Kingslake House, Union Street, Brighton, BN1 1HA

We accept returns on items sent back in the same condition as received, with the tags still intact. Print off this form, or use the one included in your order, pop it in with your parcel and post it back to us at this address, We currently have an extended returns policy, so you will have 90 days from the invoice date to send anything back to us. Please keep proof of postage in case anything goes missing in the post!

Once we have received the parcel back, we will refund the card or PayPal account used to make your purchase. You will receive an email notification once we have issued the refund. 

Please allow a few days to receive your refund as some banks can take a few days for the transaction to show in your account. PayPal transactions can take up to 10 days, although they are usually instant. If you do not receive your refund within 10 days, please get in contact.

Our office is based in the Lanes in Brighton, UK.

Our returns address is: 

Kingslake House

Union Street

Brighton

BN1 1HA

Unfortunately, we cannot reimburse you for return postage costs unless we have made an error with your order. If your item is faulty please do not send it back to us. Send us an email including photos of the faulty item instead. Please keep proof of postage in case anything goes missing!

Unfortunately, if you've bought something in-store, purchases cannot be returned via the website. This is because our website and our shop were two different companies. Our shop permanantly closed in March 2020.

EXCHANGES AND REFUNDS

Yes, send your item back within 90 days of the date on your invoice in the same condition as received with the tags still intact. Get in touch with us and we will suggest something else for you. If you wish to proceed, we will send out the replacement as soon as we receive your return. If there is nothing suitable, we will give you a full refund. 

If your product breaks or is faulty, please contact us with a photograph of the product and we will advise on whether it should be sent back to us. Please do not send it back before doing this. We will send you out a replacement, free of charge, provided you let us know within six months (12 months for our French Handmade Products) of the purchase date. If the item is out of stock we may offer you an exchange or credit voucher. Find out more about our Tegen Promise Guarantee.

Unfortunately, as we are a small company we can not refund postage for returned items, unless we have made an error with your order. If your item is faulty, please do not send it back to us, send us an email including photos of the fault. In the event we ask you to send it back for further investigation, we will pay for the return postage. If you would like an exchange, you will not have to pay outward postage again. 

OUR PRODUCTS

Please be aware that wear and tear can happen as the product ages but this can be prevented by following our maintenance guide:

To ensure that your accessories maintain their quality throughout its life you must take care of them. Our accessories are made to last, in order to keep the reflective shine of our cellulose acetate products you must avoid contact with chemicals, extreme heat, water, cosmetic products, and fragrances. We advise that you keep your French handmade accessories in its brushed cotton dust bag between wearing.

Products from our Swarovski Crystal, French Essentials, Rosie Fox, By Eloise, Big Metal and Constance Halliday Clutch bag Collections should also be taken care of in the same way to avoid damage. Including, keeping your accessories in a safe place between wearing.

Some of our items are very popular and can go out of stock quickly. This means there can be some long wait times for products to come back in stock. If you get in touch with us directly we may be able to advise you on when we are next receiving a shipment from a specific supplier, but it's best if you simply click on 'email me when available' and enter your email address on the product page. When it's back in stock, you will be notified immediately via email. We often prioritise our most requested items when ordering in our lovely hair clips, so by signing up to our notifications, products are more likely to be restocked quickly. 

Yes. Have a look at our thick hair and fine hair collections. If you need more specific help, get in touch with us and we will assist.

We have a range of tutorial videos using our clips on our YouTube channel or our Hair Tutorials page. You can also find these videos on the product page of the featured clip. If you need further help, please get in contact, and we will be happy to assist.

Our French Handmade hair accessories are handcrafted by experts in the heart of France. Each hair ornament goes through a detailed ten-step process which you can find more about here in our blog.Because of this detailed crafting process, restock times can take a little while so that perfection can be 100% guaranteed. This thorough process ensures the durability and longevity of each individual item. We appreciate your patience with these wait times. Please do sign up to be notified of restocks on the product page to be the first to know.

Wholesale Hair Accessories

Yes, we do supply a range of hair accessories to other retailers, including our French made hair clips.  Get in touch for more information on opening a wholesale account, including wholesale prices and minimum order quantities. 

Using the website

Yes. Call us on 01273 044035 and we will process your order for you over the phone. We are open six days a week, 9am-5pm Monday to Saturday.

We take all major cards as well as PayPal, Apple Pay, Google Pay, Klarna, and Shop Pay. If you wish to pay with a credit or debit card, head to the checkout page found via the cart page. Fill out the contact form, select your shipping method and follow through to the payment screen where you enter your card details. We do not have access to any card details and use a secure payment gateway to process payments. If you need any further assistance, or would rather place your order over the phone, please call us on 01273 044035.

You can select your preferred currency to browse the site using the currency selector at the top of the page on desktop or on a tablet, or in the drop down menu at the top of the website on mobile. You will be able to view prices in your currency. All transactions will be converted into GBP at the checkout.

How can I save my favourite items?

Click the ♡Add to Wishlist button on the product page to save it to your Wishlist. You need to make an account in order to save the list. Why not share your wish list with your friends and family?  ♡View My Wishlist

Yes! To add gift wrapping to your order, select gift wrapping check box on the cart page. On the cart page you can also add a message to the receiver. We will hand write your message on a gift card, and leave the invoice out of the delivery. For more information on our gift wrapping click here.

Love what we do?! We would love it if you would leave a review on Google or our Facebook page. If you would like to leave a product review, click on the product you would like to leave a review for. Click the review stars or scroll down to the reviews, click ‘Write a review’, fill out the form and press ‘Submit Review’. If you have any issues at all, we would love the chance to resolve them, please reach out to us. Your feedback is very important to us!

Thank you for signing up, and welcome! When you sign up you should receive a confirmation email. If you don't get an email within 15 minutes, please check your spam mail folder as sometimes emails get lost there. Make sure to add us to your address book to prevent this from happening. If you still haven't received any emails, you can contact us and we will assist you. 

We use our newsletter to inform you of new products, restocked items, sales and promotions and exclusive discounts for subscribers! We try and make them informative and useful and sometimes include a link to our latest blog post or a 'How To' video for example. We usually send one email a week. You may also receive an email kindly asking if you would like to review your recent purchase. These reviews help others when shopping with us. If you want to unsubscribe, there is always a link to do so at the bottom of every email, although we will be sad to see you go!

Through our loyalty programme you can earn points when you shop and follow us on social media. You can also earn vouchers by referring friends and family. 

To join, you will need to make an account with us and you will earn points automatically when you order. You can then generate discount codes using your points in the loyalty program tab.

Check out our full tutorial blog post here for more information on how the programme works.

Yes, we offer Klarna as a payment option and you can make your payment in three interest free instalments or 30 days after placing your order. For more information, visit our Klarna Terms and Conditions.

Contact Us

Unfortunately, our Brighton store has now closed. We are so grateful to all of our customers that visited us in store over the years, we will keep bringing you all of your favourite accessories here on our website!

You can also choose to collect from our Brighton location, when order at the checkout. Our collection address, is just minutes from our old shop location in the heart of the Lanes. The collection address is: Kingslake House, Union Street, Brighton, BN1 1HA.

Yes, you can book an appointment to find the perfect hair accessories for you at our Brighton Office, or virtually via Zoom from the comfort of your own home - Click Here to Book

Opening Hours:

Monday to Saturday: 9am to 5pm

We are available by telephone, live chat and email at these times. If you contact us outside of these times we will get back to you as soon as possible.

Here are all of our contact details, or you can use the Live Chat tab in the bottom right corner of the screen during our office opening hours.

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