• What makes Fenélle different from other brands?

At Fenélle, we offer the high quality raw hair carefully sourced from India, Vietnam and Cambodia. Beyond the quality of our hair, Fenélle is dedicated to delivering a complete hair experience- from the moment you place an order to the unboxing of your package. We believe luxury is not only found in the product itself, but in the entire experience surrounding it.

• Is the Hair 100% raw and unprocessed?

Yes. Fenélle hair is 100% raw, with no chemical processing or silicone coatings. What you receive is hair in its most natural, authentic state.

• Can the hair be coloured, bleached or heat styled?

Yes. Our hair can be coloured, bleached and heat styled. We recommend seeking professional services when chemical processing and using heat protection products when styling with heat to maintain longevity and quality.

For further care guidance, please refer to our Hair Care Guide.

• How long will my order take to arrive?

All orders are dispatched within 2 working days of purchase.

Once dispatched:

• Standard delivery: 2-4 business days.
• Express delivery: 1-2 business days.

• Do you ship internationally?

At present, Fenélle primarily offers shipping within the UK.

However, we may be able to accommodate international orders on a bespoke basis. If you are located outside of the UK, please contact our customer care team to discuss tailored shipping options.

Please note that international shipping costs, delivery times and any applicable customs duties or taxes will be confirmed prior to dispatch.

• Do you accept returns or exchanges?

For hygiene and quality reasons we cannot accept returns on hair that has been worn, Installed or removed from its original condition.

To be eligible for a return:

• Hair must remain unused and unworn
• All original cable ties must remain fully intact
• The item must be returned in its original packaging

If there is a fault or issue with your order, please contact us immediately and we will resolve it with care.

• What if my order arrives damaged or incorrect?

In the rare event that your order arrives damaged or incorrect, please contact our customer care team as soon as possible.

To ensure we can assist you, the item must remain it its original condition with all cable ties intact. Once reviewed, we will arrange a suitable resolution.