Shipping policy
Shipping & Order Process Policy
*Please Note: We operate on a scheduled Pop-Up Ordering basis. Orders are only accepted during our advertised ordering windows. Once the ordering window closes, all confirmed orders are submitted to our supplier for processing. Delivery and collection updates will be communicated throughout the process via our official channels. Please ensure you are happy with the estimated timeline before placing your order.*
At The Layr Hub, we operate using a scheduled ordering system rather than holding large quantities of stock. This allows us to provide premium-quality human hair sourced directly from our trusted suppliers.
Pop-Up Ordering Window
Our ordering process begins when we announce a new Pop-Up Order Window. This takes place once a month and is announced on the HGC (Hair Group Community). You can also join our mailing list for these updates.
During this period (typically 3–4 days), customers may:
- Browse available products.
- Submit their order.
- Make full payment to secure their purchase.
Once the ordering window has closed, no further orders will be accepted until the next Pop-Up Order Window unless otherwise stated.
Order Processing
After the Pop-Up Order Window closes, we compile and submit all confirmed customer orders to our supplier.
As many of our products are sourced specifically for each order, processing will begin only after the ordering period has ended.
Processing times may vary depending on supplier availability and international shipping.
Estimated processing times are provided as guidance only and are not guaranteed.
Dispatch & Collection
Once we receive your order from our supplier, we will:
- Complete our quality checks.
- Prepare your order for dispatch or collection.
- Notify customers that their orders are ready.
Customers selecting collection will receive details of the available collection dates and location.
Customers selecting delivery will receive dispatch confirmation once their parcel has been shipped.
UK Delivery
A flat-rate delivery fee of £10 applies to all UK orders unless otherwise stated.
Tracking information will be provided where available.
International Delivery
We ship internationally.
International shipping costs vary depending on destination and parcel weight.
Customers are responsible for any customs duties, import taxes, VAT or additional fees charged by their local authorities.
Delivery Times
Delivery estimates begin after your order has been dispatched, not from the date your order is placed.
We are not responsible for delays caused by:
- courier services;
- customs inspections;
- severe weather;
- public holidays;
- industrial action;
- supplier delays; or
- circumstances beyond our reasonable control.
Collection
Collection is available on selected dates only.
Customers will be notified by either email or Whatsapp message once collection dates have been confirmed.
Collection takes place near Charlton Station, London, unless otherwise advised.
Customers are expected to collect their order during their allocated collection period.
Orders not collected within the stated time-frame may have to be shipped instead, and the applicable delivery fee will be payable before dispatch.
Incorrect Delivery Information
Customers are responsible for ensuring that all shipping details are accurate before placing their order.
We cannot be held responsible for orders delivered to an incorrect address provided by the customer.
Lost or Damaged Parcels
If your parcel arrives damaged, you must notify us within 48 hours of delivery and provide clear photographs of the packaging and contents.
Where a parcel is confirmed as lost by the courier, we will investigate the matter before determining an appropriate resolution.