FAQs

All Phoenix Crown products are sold exclusively at phoenixcrown.com.

Our products are not available from any third party store or marketplace such as Amazon.

Please refrain from purchasing from any other website, store or marketplace claiming to sell our products as they are not authorised to do so and will not have access to genuine Phoenix Crown products.

The resilience, lengthier life span, inherent strength and vitality intrinsic to Virgin human hair is unparalleled. Phoenix Crown Virgin human hairs have not been chemically treated ahead of manufacturing into our luxurious hair extensions (hence the term “Virgin”). Furthermore, once manufactured, the hairs are not chemically coated and therefore benefit fully from their original, natural cuticles ensuring the strands remain thick, strong and tangle free for considerably longer.  

This superior quality of Virgin human hair is further attributed to by the direct collation from a donor, ensuring that each and every cuticle of every individual strand is retained as nature intended. This ensures that the hair remains smoother, shinier, stronger and increases the life span and quality of your hair extensions for substantially longer than the alternatives with intelligent care and maintenance.

Phoenix Crown luxury hair extensions are all crafted from pure Virgin human hairs so you can rest assured that you will enjoy all the benefits described above as standard. We believe that a discerning woman deserves the choice to purchase the quality she seeks without compromising on immensely generous weights available in the clip in format.

"Remy" is actually a term given to describe the collection of hair from a donor versus other methods of collection which can include picking hair strands from hairbrushes and the floor of hair salons.

The Remy method is considered the elite method of collection due to the manner in which the cuticles all follow the same direction, thus ensuring the strands of hair keep their natural elasticity and shine. Sadly, the term Remy can be misused with some hair extensions described as Remy actually sourced from non-Remy collation methods and then processed by machines to re-align the hair cuticles following chemical treatments such as acid bathing.

This type of hair can be easily recognised by observing exceptionally thin and soft, weightless strands – perhaps better described as “fluffy” in contrast to strong, natural hairs which have far more substance. In addition, you will find that there will always be some tangling as you run your fingers through this type of hair. This is caused by the machines used to process the hair being unable to achieve 100% cuticle alignment.

The clip in hair extension method offers many benefits when compared to other hair extension application methods. Not only are clip ins one of the least damaging formats of application due to the flexible wear time they allow, but also due to the lack of friction and movement caused by sleeping, washing and drying when compared to permanent hair extensions.

Clip ins are removable for ease of washing and drying without worrying about pulling excessively on your own natural hairs whilst washing, or applying excessive heat in areas where permanent hair extension tapes and bonds require immediate drying.

The flexibility to change your look in a few simple clicks is incomparable! Enjoy wearing the Phoenix Crown Sunkissed, Blend or Ombre collections to suit your mood or the seasons without causing damage to your own natural hair through the dyeing or bleaching process.

We have taken great care in photographing each shade in natural daylight and out of direct sunlight to provide you with as close a view as possible. However, due to the nature of human hair extensions, a small margin of variation in colour is to be expected. Fortunately, once hair extensions are worn, they blend incredibly well into your own natural shade. 

Please do not break the security ribbon and/or tag of your luxury hair extensions until you are absolutely certain you have found your dream Crown, as due to hygiene and quality, we are unable to accept a return if the security ribbon and/or tag have been removed (see our Returns Policy for details).

Phoenix Crown currently offers a wide variety of colours across the spectrum, for all our ranges. We will continue to expand our library of shades and add new ones regularly so please do check back often to see what we have to offer.

However, if there is a particular shade you are looking to source, please do contact us and we will be happy to consider your request as we continue to expand our selection.

Yes, absolutely! The Phoenix Crown Diamond full head set range and most of our smaller pieces currently offer 10 inch and 12 inch lengths to meet the needs of customers content with their own lengths, but wishing to increase volume discretely or fill in gaps where hair may be thinning.

These shorter lengths also provide the added benefit of being the exact length you prefer without having to invest in longer hair extensions which then require cutting by your hairdresser to achieve the length you desire. This reduces wastage which Phoenix Crown is committed to encouraging, whilst saving you money through reduced hairdressing costs by purchasing only what you need.

Please do get in touch to request lengths currently not offered and we will consider expanding our range to accommodate your needs as we are committed to serving our customers to offer you the best buying experience possible.

No, Phoenix Crown luxury hair extensions across all our ranges have thicker than normal ends. Each piece is drawn by hand with shorter hairs removed and longer strands making up much of the lengths. This delivers a voluminous effect whlst allowing the ends to blend in easily, providing a wholly natural look and feel.

Yes, Virgin human hair extensions can be treated like your own hair and cutting them into layers or shorter lengths and styles is perfectly fine.  However, we do recommend that you use a qualified hairdresser to undertake this task as cutting hair is not as simple as it may seem! In addition, as the wefts are constructed from a non fabric material, these can also be cut with a sharp pair of scissors.

Yes, absolutely - we love to wear our Phoenix Crown luxury hair extensions in their naturally straight form! If you are not used to wearing clip ins, we recommend that you first wear your hair extensions on several, separate occasions to familiarise yourself with the best placement for each piece to meet your needs. Subsequently, you will find that you naturally select the same areas of the head for each piece you apply, so your hairdresser can easily cut and blend the ends to create the perfect look you desire.

By using the Phoenix Crown HairPod® to store your hair extensions, you can apply each piece quickly in an orderly fashion, with ease. In addition, you can save even more time (plus wear and tear of the clips), by leaving the clips open as you come to store the hair extensions with the HairPod without fear of any tangling.

Although Virgin human hair extensions are pure human hairs, they do not benefit from the natural oils of your own hair and therefore dyeing can decrease their longevity and exuberance. In addition, hair dyes work by opening up the cuticles and entering the core of the hair to change its colour, increasing the potential for damage. We highly recommend that you choose a shade across our range which will match as closely as possible to the colour you desire as you will be surprised at how easily the strands can actually blend in.

Should you choose to go ahead with a dye despite the risks, choose a reputable hair stylist to test a small section before a full treatment and ensure you do not attempt a lighter shade which will further increase the potential for breakage and damage. Please also note that as the wefts are crafted from a non-fabric material to ensure maximum flexibility, these will not take on colour.

Phoenix Crown luxury Virgin human hair extensions can last you well beyond a year. Their life span is dependent on the care and maintenance you are able to provide and whether or not they have been dyed a lighter colour which can contribute to a reduction in lifespan when compared to darker colours.

The usage of regular hot tool application, colouring and chemical treatments can all contribute to a shortening of the life span of any type of hair extensions so we urge you to follow our tips in the Care For Me section to ensure you nurture the strands with the same love and care you provide to your own natural hair.

However, Virgin human hair is far more resilient than hair which has been processed by machines or other methods, so do feel encouraged to enjoy wearing them exactly as you desire.

We recommend using a high quality hair brush to maintain the health and vitality of your luxury hair extensions.  However, please ensure that extra care is taken not to pull harshly whilst brushing as the clips will not only dislodge, but can cause damage by pulling on your own natural hairs. 

Similar to your own natural hair, you should never brush your hair extensions whilst wet as hair is at its most vulnerable when wet. Brushing wet hair can cause excessive breakage and damage to the strands resulting in dryness and frizz which can be easily avoided.

The clip in hair extension method is one of the least damaging of all the hair extension methods currently available. Ensure you apply each clip securely to avoid any stray hairs being pulled upon and any subsequent damage this could cause. Also, please do not sleep in your clip in hair extensions to avoid knots, tangling and damage to the hair extensions. Sleeping in clip in hair extensions can also cause damage to your own natural hair as you move around in your sleep overnight.

No, clip in hair extensions must always be removed before you sleep to avoid damage to not only the hair extension construct, but to also avoid damage to your own hair.

Yes, we have a dedicated Care for Me area on our site to provide you with just that! We recommend you read through all the tips and advice to ensure that you are all set to enjoy the inherent longevity and strength of your Phoenix Crown!

Phoenix Crown E-Gift Card: Yes, you can add your personal message to the form pop-up when you select the "Send e-gift card" button on the Phoenix Crown E-Gift Card product page.

Phoenix Crown Metal Gift Card: This arrives with an exclusively designed card, providing ample room for your personal message. Alternatively, we will be delighted to handwrite your personal message and send directly to the recipient on your behalf. Simply add your personal message to the form pop-up when you select the "Send gift card" button on the Phoenix Crown Metal Gift Card product page, ensuring that you enter the recipients delivery address when you checkout.

Unfortunately, we are unable to guarantee that the Phoenix Crown Metal Gift Card will arrive with the recipient on a specified date. We strongly recommend that you place your order for the gift card a few days before you would like it to arrive with the recipient, or send it to yourself ahead of time for hand delivery.

Alternatively, delivery of our e-gift card can be scheduled for any given day. This can be sent directly to the recipient by email or you may choose to email it to yourself to print and hand deliver. 

Phoenix Crown gift cards have no expiry date, allowing the recipient ample time to make their selection.

The HairPod has been specifically designed to comfortably hold a Phoenix Crown full head set of luxuriously thick, Virgin human hair extensions. An added benefit following removal of your hair extensions for HairPod storage is that the clips do not require closing and are ready to apply the next time you choose to adorn your Crown. This also reduces the wear and tear of opening and closing the clips unnecessarily.

Yes, a £100 minimum order requirement applies to qualify for free delivery in the Mainland UK. Read more about delivery here.

We currently do not offer next day delivery but endeavour to make every effort to process your order on the same day. Although we state 1-3 days for delivery, most of our orders are received by customers within 1-2 days of processing an order.

We currently deliver to Mainland UK which includes England, Scotland, Wales and Northern Ireland but excludes all and any islands.

Please check the tracking code in the shipping confirmation email sent to you when the order was dispatched (check your spam folder if you have not received this within a few days of placing your order).

Please note that weekends and UK bank holidays are not business days (Phoenix Crown is located in London, UK).

If you do not have success with tracking information provided in the confirmation email, please contact us, quoting your order number with any additional details you may have.

If your order confirmation shows your order is to be delivered to an incorrect address, please contact us immediately. In the event the order has already been dispatched, we will be unable to amend the delivery address.

Please note that Phoenix Crown will not be responsible for orders sent to an incorrect delivery address provided initially by the customer during checkout.

No, the outer packaging itself is designed to be discrete of its contents as we appreciate it is a woman's prerogative to keep her beauty secrets to herself!

Please head over to our dedicated Returns and Refunds section for further information.

Should you wish to cancel an order for any reason, please contact us, stating your order number.

However, in the event that we have already processed your order, then a cancellation will not be possible. Please wait for your order to arrive and initiate the free returns process in line with our Returns Policy.

We currently accept most payment types, including Mastercard, Visa, American Express and Klarna. You may view the options available to you when you reach checkout.

Yes, as you progress through checkout, the options to redeem a gift card and a discount code will be available. If you face any issues redeeming your gift card and/or discount code, then please do contact us with details.

You may check the balance on your gift card at any time by entering your code into our easy to use Gift Card Balance tool.

Only one discount code may be applied per order unless we are running a promotion to allow you to combine discount codes.

Please apply your gift card code where indicated when you arrive at checkout.

Please apply your discount code where indicated when you arrive at checkout.

When we created Phoenix Crown, our vision was to provide a choice for customers to experience the very definition of truly luxurious hair extensions in an easy to use clip in format, removing the need for regular time consuming, costly visits to a hair salon for fitting and maintenance in a quest for superior hair quality. Phoenix Crown is delighted to stock a substantial clip in range crafted from pure Virgin human hairs offering customers an extensive choice of lengths, colours and impressive weights.

Our commitment to service, and to bring joy with spirit and heart remains at the core of what we do. We want our customers to experience not only exceptional quality, but to enhance lives with every purchase allowing us to make a contribution to causes we care about which currently include our support for the Little Princess Trust, cleaner oceans and a free recycling collection service for your used hair extensions, no matter the condition or brand.

By ordering direct from our website, you can rest assured in the knowledge that each Phoenix Crown product you receive is authentic. We take immense care in the production of our products, with each set of luxury Virgin human hair extensions packaged carefully by hand in our bespoke, distinctive case in line with our extremely high standards.

In addition, we offer free Mainland UK delivery on all orders over £100 and free UK returns through our online Returns Portal to ensure your experience of shopping with us direct on our website or via our social pages is completely hassle free.

We have a dedicated area brimming with information in relation to The Phoenix Club. You may access this by signing into your account and selecting 'The Phoenix Club FAQs' link from the menu.

Yes, we have an easy online request form which upon submission, will deliver an email to you immediately to enable you to activate your account. On successful activation of your account, a free prepaid envelope will be sent to the address details you provide (please ensure you check your spam folder). Please head over to our dedicated Recycling FAQs section for further information.

Please note this service is currently only available in Mainland UK.

Our packaging is either recyclable or reusable. We endeavour to avoid plastic and non-recyclable materials wherever possible and support cleaner ocean initiatives in their efforts to collect plastic, debris etc. which would otherwise end up in our oceans.

We invest heavily in the quality of our products and our packaging is no exception! Our stunning hair extension cases have been exclusively designed to exude the same beauty, luxury and memorability as their contents so we wholeheartedly encourage you to re-use your case for storing other items such as jewellery or hair accessories.

We are certain by now you cannot resist our stunning yet practical HairPod designed exclusively by and for, Phoenix Crown. Please use the original packaging to store your hair extensions carefully until it arrives!

All iPhones with iOS 11 and above can recognise QR codes using the camera feature in photo mode. This is the same for all new Android devices. Alternatively, you can use any free QR code scanner app readily available on the market. If you are still having trouble, then please do contact us and we will email you a link directly.