Frequently Asked Questions

UK customers enjoy free Tracked Delivery on all UK orders over £40. We also offer 1-2 Day Delivery for £3.95. Special Delivery for £6.50 and a DPD Next Day service too. International orders are free over £100 GBP or from £13.50 GBP. There is also an express delivery option starting from £26.95 GBP. You can also ask us for an express quote. For more information check out our delivery and returns page.

Yes. International shipping starts from £13.50, and free on orders over £100 GBP.  International orders can take 3-15 working days depending on where you live. We also offer a quicker delivery service from £26.95 GBP.  See full delivery and returns policy.

*Please note, delivery times may be delayed due to strikes.

Items sent from Great Britain to the EU are subject to VAT and duties in the EU as follows: 

Until 1 July 2021, commercial goods sent to the EU with a value between €10* and €150 may be subject to import VAT and may incur a handling fee in the receiving country. 

Commercial goods sent to the EU over €150 may attract VAT, customs duties and a handling fee.

UK DELIVERY

Standard UK Delivery should take between 3-7 working days to arrive. (Please allow for Royal Mail strike days, where orders can take up to 2 weeks in some cases).

Tracked UK Delivery should take between 1-2 working days to arrive. (Please allow for Royal Mail strike days).

Special Delivery should take one working day to arrive. (If ordered before 1pm Monday to Friday).

DPD Next-Day should take one working day to arrive. (If ordered before 2 pm Monday to Friday).

INTERNATIONAL SHIPPING

Standard International Shipping should take 4-10 working days to arrive but can take up to 5 weeks in some cases.

Express International Shipping can take up to 10 working days, but in most cases, it arrives within 2-5 working days.For shipping times by country, please see our shipping page here.

We do offer a variety of tracked options, please see our shipping page for more info.
Once your order has been dispatched you will receive a shipping confirmation email which includes a link to your order information and the couriers tracking web page where you will be able to track your parcel to your front door.

When your order has been despatched, you can track it by entering your order number on this page.

We offer a range of express delivery options including DPD Next Day service and Royal Mail Special Delivery Guaranteed service for our UK customers. Please see our shipping page for more information. Please note you will need to order by 3pm the day before for Royal Mail Special Delivery and 1pm the day before for DPD Next Day service. Make sure to select the correct postage rate at the checkout. For international customers, please contact us with your requirements first. We will do our best to accommodate you with a quote for an express shipping service. 

If your parcel has not arrived after the displayed time, please first check that your parcel has not been left with your neighbour or local collection office. In about 90% of cases, the parcel is in one of these places! If it's not, then please get in touch and we will assist you.

Please note: Due to Royal Mail Strikes, in some cases orders are taking up to two weeks to arrive.

Not a problem! As long as it's for the same shipping address and we haven't already despatched your order, we will send items together to save you postage costs. Check out again normally and we will refund any shipping charges for your second order. Just send us an email to let us know. Or if you prefer, let us know what you would like to add to your order and we will send you a link for payment minus the shipping cost. 

If you would like to collect your order from our Brighton office, just select pick up at the checkout.You will receive an email when our order is ready to collect. This will usually be within 24 hours for orders placed Monday-Friday. Our offices are open Monday to Friday, but we will ask you to give us a rough date and time to expect you. Collection Address: Tegen Accessories, Kingslake House, Union Street, Brighton, BN1 1HA, United Kingdom.

We accept returns on items sent back in the same condition as received, with any tags still intact. Print off this form, or use the one included in your order, pop it in with your parcel and post it back to us at this address, We currently have an extended returns policy, so you will have 90 days from the invoice date to send anything back to us. Please keep proof of postage in case anything goes missing in the post!

Once we have received the parcel back, we will refund the card or PayPal account used to make your purchase. You will receive an email notification once we have issued the refund. 

Please allow a few days to receive your refund as some banks can take a few days for the transaction to show in your account. PayPal transactions can take up to 10 days, although they are usually instant. If you do not receive your refund within 10 days, please get in contact.

Our office is based in the Lanes in Brighton, UK.

Our returns address is: 

Tegen Online Ltd (returns)

Kingslake House, Union Street

Brighton

East Sussex

BN1 1HA

Unfortunately, we cannot reimburse you for return postage costs unless we have made an error with your order. If your item is faulty please do not send it back to us. Send us an email including photos of the faulty item instead. Please keep proof of postage in case anything goes missing!

Unfortunately, if you've bought something in-store, purchases cannot be returned via the website. This is because our website and our shop were two different companies. Our shop permanently closed in March 2020.

Yes! A lot of our packaging is made from recycled materials, and all of it can be recycled. We value sustainability highly, and so our packaging is plastic-free.

Yes, send your item back within 90 days of the date on your invoice in the same condition as received with the tags still intact. Get in touch with us and we will suggest something else for you. If you wish to proceed, we will send out the replacement as soon as we receive your return. If there is nothing suitable, we will give you a full refund. 

If your product breaks or is faulty, please contact us with a photograph of the product and we will advise on whether it should be sent back to us. Please do not send it back before doing this. We will send you out a replacement, free of charge, provided you let us know within six months (12 months for our French Handmade Products) of the purchase date. If the item is out of stock we may offer you an exchange or credit voucher. Find out more about our Tegen Promise Guarantee.

Unfortunately, as we are a small company we can not refund postage for returned items, unless we have made an error with your order. If your item is faulty, please do not send it back to us, send us an email including photos of the fault. In the event we ask you to send it back for further investigation, we will pay for the return postage. If you would like an exchange, you will not have to pay outward postage again. 

Please be aware that wear and tear can happen as the product ages but this can be prevented by following our maintenance guide:

To ensure that your accessories maintain their quality throughout its life you must take care of them. Our accessories are made to last, in order to keep the reflective shine off our cellulose acetate products you must avoid contact with chemicals, extreme heat, water, cosmetic products, and fragrances. We advise that you keep your French handmade accessories in its brushed cotton dust bag between wearing.

Products from our Swarovski Crystal, French Essentials, Rosie Fox, By Eloise, and Constance Halliday Clutch bag Collections should also be taken care of in the same way to avoid damage. Including, keeping your accessories in a safe place between wearing.

Some of our items are very popular and can go out of stock quickly. This means there can be some long wait times for products to come back in stock. If you get in touch with us directly we may be able to advise you on when we are next receiving a shipment from a specific supplier, but it's best if you simply click on 'email me when available' and enter your email address on the product page. When it's back in stock, you will be notified immediately via email. We often prioritise our most requested items when ordering in our lovely hair clips, so by signing up to our notifications, products are more likely to be restocked quickly. 

Yes. Have a look at our thick hair and fine hair collections. If you need more specific help, get in touch with us and we will assist.

We have a range of tutorial videos using our clips on our YouTube channel or our Hair Tutorials page. You can also find these videos on the product page of the featured clip. If you need further help, please get in contact, and we will be happy to assist.

Our French Handmade hair accessories are handcrafted by experts in the heart of France. Each hair ornament goes through a detailed ten-step process which you can find more about here in our blog. Because of this detailed crafting process, restock times can take a little while so that perfection can be 100% guaranteed. This thorough process ensures the durability and longevity of each individual item. We appreciate your patience with these wait times. Please do sign up to be notified of restocks on the product page to be the first to know.

Yes, we do supply a range of hair accessories to other retailers, including our French made hair clips. Get in touch for more information on opening a wholesale account, including wholesale prices and minimum order quantities. 

Yes. Call us on 01273 044035 and we will process your order for you over the phone. We are available Monday to Friday from 9am to 5pm.

Nous acceptons toutes les principales cartes ainsi que PayPal, Apple Pay, Google Pay, Klarna et Shop Pay. Si vous souhaitez payer avec une carte de crédit ou de débit, rendez-vous sur la page de paiement trouvée via la page du panier. Remplissez le formulaire de contact, sélectionnez votre mode d'expédition et suivez jusqu'à l'écran de paiement où vous saisissez les détails de votre carte. Nous n'avons accès à aucun détail de carte et utilisons une passerelle de paiement sécurisée pour traiter les paiements. Si vous avez besoin d'aide supplémentaire ou si vous préférez passer votre commande par téléphone, veuillez nous appeler au 01273 044035.

Vous pouvez sélectionner votre devise préférée pour parcourir le site à l'aide du sélecteur de devise en haut de la page sur ordinateur ou sur tablette, ou dans le menu déroulant en haut du site Web sur mobile. Vous pourrez consulter les prix dans votre devise. Toutes les transactions seront converties en GBP à la caisse.

Oui! Pour ajouter un emballage cadeau à votre commande, cochez la case Emballage cadeau sur la page du panier. Sur la page du panier, vous pouvez également ajouter un message au destinataire. Nous rédigerons votre message à la main sur une carte cadeau et laisserons la facture hors de la livraison. Pour plus d’informations sur nos emballages cadeaux , cliquez ici.

Vous aimez ce que nous faisons ?! Nous serions ravis que vous laissiez un avis sur Google ou sur notre page Facebook . Si vous souhaitez laisser un avis sur un produit, cliquez sur le produit pour lequel vous souhaitez laisser un avis. Cliquez sur les étoiles des avis ou faites défiler jusqu'aux avis, cliquez sur « Écrire un avis », remplissez le formulaire et appuyez sur « Soumettre l'avis ». Si vous rencontrez des problèmes, nous aimerions avoir la possibilité de les résoudre, veuillez nous contacter. Vos commentaires sont très important pour nous!

Merci pour votre inscription et bienvenue ! Lors de votre inscription, vous devriez recevoir un e-mail de confirmation. Si vous ne recevez pas d'e-mail dans les 15 minutes, veuillez vérifier votre dossier spam car parfois des e-mails s'y perdent. Assurez-vous de nous ajouter à votre carnet d'adresses pour éviter que cela ne se produise. Si vous n'avez toujours pas reçu d'e-mails, vous pouvez nous contacter et nous vous aiderons.

Nous utilisons notre newsletter pour vous informer des nouveaux produits, des articles réapprovisionnés, des ventes et promotions et des remises exclusives pour les abonnés ! Nous essayons de les rendre informatifs et utiles et incluons parfois un lien vers notre dernier article de blog ou une vidéo « Comment faire » par exemple. Nous envoyons généralement trois e-mails par semaine. Vous pouvez également recevoir un e-mail vous demandant si vous souhaitez revoir votre achat récent. Ces avis aident les autres lors de leurs achats chez nous. Si vous souhaitez vous désinscrire, il y a toujours un lien pour le faire au bas de chaque e-mail, même si nous serons tristes de vous voir partir !

Grâce à notre programme de fidélité , vous pouvez gagner des points lorsque vous magasinez et nous suivez sur les réseaux sociaux. Vous pouvez également gagner des bons d'achat en parrainant vos amis et votre famille.

Pour nous inscrire, vous devrez créer un compte chez nous et vous gagnerez automatiquement des points lors de votre commande. Vous pourrez ensuite générer des codes de réduction en utilisant vos points dans l'onglet programme de fidélité.

Consultez notre article de blog complet sur le didacticiel ici pour plus d'informations sur le fonctionnement du programme.

Notre magasin de Brighton est maintenant fermé, mais nous organisons des rendez-vous personnels dans nos bureaux, à quelques minutes de notre ancien magasin des Lanes.

Vous pouvez également choisir de retirer votre commande à notre emplacement de Brighton, lors de votre commande à la caisse. Notre adresse de collecte se trouve à quelques minutes de notre ancien magasin au cœur des Lanes. L'adresse de collecte est la suivante : Kingslake House, Union Street, Brighton, BN1 1HA.

Oui, vous pouvez prendre rendez-vous pour trouver les accessoires pour cheveux parfaits pour vous dans notre bureau de Brighton, ou virtuellement via Zoom dans le confort de votre foyer - Cliquez ici pour réserver

Horaires d'ouvertures:

Du lundi au vendredi : 9h à 17h

Nous sommes disponibles par téléphone, chat en direct et e-mail à ces heures. Si vous nous contactez en dehors de ces horaires, nous vous répondrons dans les plus brefs délais.

Voici toutes nos coordonnées , ou vous pouvez utiliser l'onglet Live Chat dans le coin inférieur droit de l'écran pendant les heures d'ouverture de nos bureaux.

Veuillez lire notre déclaration de notre fondateur et contactez-nous si vous avez d'autres questions, nous sommes là pour vous aider.