Policies
Shipping policy
We dispatch every order as quickly as our quality standards allow. Please read the following before placing your order.
Processing times
Pre-coloured bundles, lace and units are made to order. Please allow 5 working days from the date your order is placed and payment is confirmed. This covers colour preparation, matching, quality control and final checks before dispatch. Working days exclude weekends and UK bank holidays.
Ready-to-ship items are processed faster where indicated on the product page. Orders containing both ready and made-to-order items are dispatched together once everything is ready, unless placed separately.
Delivery
Every order ships signed and tracked. UK orders are sent with Royal Mail Tracked & Signed and typically arrive 1–2 working days after dispatch. International orders ship with a tracked and signed service. Shipping is £10 per order, and free on orders of £250 or more.
You will receive a dispatch confirmation with your tracking details. Please allow up to 24 hours for tracking to update.
Your delivery address
Please check your address carefully at checkout. We are not responsible for delays or non-delivery caused by incorrect or incomplete addresses, access issues, failed delivery attempts or no one being available to sign. If a parcel is returned to us for these reasons, re-delivery is charged to the customer. If you miss a delivery, it is your responsibility to rearrange it or collect the parcel within the courier's timeframe.
Delays
Occasionally delays happen outside our control, including weather, postal network issues, peak seasons and strikes. Once your parcel is with the courier we cannot control its progress, but we will always help with tracking and next steps.
Lost or damaged parcels
If your parcel shows as delivered but has not arrived, check with neighbours and safe places, then contact us within 48 hours of the delivery update so we can investigate with the courier. Resolutions follow the courier's investigation outcome.
If a parcel arrives damaged, contact us within 24 hours of delivery with photos of the outer packaging and the products, and your order number.
Returns & refunds
For hygiene and safety reasons, hair and lace are final sale once delivered. This includes raw, virgin and pre-coloured bundles, closures, frontals, units and all made-to-order pieces. We do not offer exchanges or change-of-mind returns.
Because made-to-order pieces enter production straight away, orders cannot be cancelled once placed and confirmed. If you are unsure what to choose, ask us before ordering; we are always happy to guide you.
Incorrect or faulty items
If you receive the wrong item or a fault has occurred, contact us within 24 hours of delivery with your order number, clear photos or video of the item, photos of the packaging and a description of the issue. Where a claim is approved we will offer a replacement where possible, store credit, or another suitable resolution.
What is not a fault
- Slight colour variation, particularly on hand-coloured hair
- Natural texture variation in raw hair
- Perceived differences caused by lighting, flash or screens
- An incorrect length, texture, lace size or shade chosen at checkout
- Damage from improper care, heat or chemicals
Hair or lace that has been washed, cut, bleached, coloured, toned, installed or otherwise altered cannot be returned.
Please contact us before raising a chargeback so we can resolve any issue directly. This policy does not affect your statutory rights.
Terms & conditions
These terms govern your use of this website and purchases from ATRA. By placing an order you agree to them.
Products
We sell raw, virgin and pre-coloured hair bundles, HD lace closures and frontals, and made-to-order units. Images are for presentation and may vary slightly due to lighting, screen settings and the nature of raw hair and hand colouring.
Pricing and payment
Prices are shown in pounds sterling (£) unless stated otherwise. We may update prices, run promotions or withdraw offers at any time. Full payment is taken at checkout. We may decline an order if payment is not authorised, fraud is suspected, or stock changes unexpectedly.
Order details
Please check your length, texture, lace size and shade before purchasing. We are not obliged to replace or refund an order placed with the wrong selection.
Care and responsibility
ATRA hair is a premium product that must be cared for correctly. We are not responsible for damage caused by incorrect maintenance, excessive heat, harsh chemicals, unprofessional colouring or poor installation, nor for personal reactions such as adhesive sensitivity.
Intellectual property
All content on this website, including images, text, branding and product names, belongs to ATRA and may not be reproduced without written permission.
Contact
Questions about an order or these terms? Contact us. We reply Monday to Friday, 9am to 5pm (UK), excluding bank holidays.