Booking & shop terms

These terms cover two things: booking an appointment, and buying hair from the shop. They're separate — buying hair and booking an install are two separate transactions.

Booking an appointment

Deposits

A deposit of £20 is taken at the time of booking to secure your slot. It's deducted from the total you pay on the day. Deposits are handled by our booking provider, Acuity Scheduling.

Rescheduling and cancellation

• You can reschedule or cancel free of charge up to 48 hours before your appointment, using the links in your confirmation email.
• Inside that window, the deposit is non-refundable — the slot is long and can't easily be refilled at short notice.
• If you need to change a booking and the links won't let you, message us as early as you can and we'll do what we reasonably can.

Running late

Please arrive on time — appointments are back to back, so lateness eats into your slot. There's a 14-minute grace period. If you arrive between 15 and 30 minutes late, a late fee of £20 applies, payable on the day on top of the service cost. If you're more than 30 minutes late we may not be able to fit the service in, and we'll treat it as a cancellation with the deposit kept.

Consultations and suitability

Every appointment starts with a short consultation. If a style won't work well on your hair on the day — condition, length, scalp — we'll tell you and suggest an alternative. If you have scalp sensitivities, allergies or a skin condition, tell us before we start.

Prices

Prices start from the amounts shown and may vary with length, thickness and the hair used — the final price is confirmed at your consultation before we begin.

Buying hair from the shop

Orders and prices

Prices are in pounds sterling and include VAT where applicable. A sale is complete when we confirm your order. Payment and checkout are handled securely by Shopify.

Delivery

UK delivery is free on all orders over £100 — which covers all of our hair. Smaller items such as accessories, where your order is under £100, are £8.95 for UK delivery. UK orders arrive within 2–3 working days. International delivery fees and timescales are calculated at checkout. Studio collection from Edmonton is also available.

Returns and refunds

You have 14 days from receiving your order to request an exchange or refund. To be eligible, the item must be unused and in the same condition you received it, and you must provide proof of purchase.

Hygiene — important for hair. Because hair is a hygiene-sensitive product, you are welcome to open the box and inspect your order, but the hair must be returned unused. Hair that has been worn, installed, washed, brushed, cut, coloured, bleached or otherwise treated cannot be exchanged or refunded. To be accepted, it must be returned in its original box with any bundle ties or bands still intact.

Return postage. For change-of-mind returns and exchanges, you cover the cost of posting the item back to us. If an item is faulty or we sent the wrong one, we cover the return postage.

Faulty goods. Nothing here affects your rights under the Consumer Rights Act 2015: if an item is faulty, not as described, or not of satisfactory quality, you're entitled to a replacement or a full refund regardless of the hygiene rule above, and we'll cover the return postage. Contact us and we'll put it right.

To start a return or report a fault, message us on Instagram at @ososnatched or email hello@ososnatched.com within 14 days, including your proof of purchase. Once we've received and inspected the returned item, we'll refund your original payment method within 14 days.

Who you're dealing with

Ososnatched is a trading name of Ososnatched Ltd, a company registered in England and Wales (company number 15699385), with registered office at 7 Bell Yard, London, England, WC2A 2JR. Appointments take place at our studio in Edmonton, North London. Contact: hello@ososnatched.com.

These terms are governed by the law of England and Wales.