Terms of Service

Last updated: 13 October 2026

1. About us

illusioncrochet.com (the "Site") is run by Hair by Kissa, a sole trader business trading as Illusion Crochet ("we", "us", "our").

You can contact us by email at shop@illusioncrochet.com or by post at the address in the "Contact us" section below.

Illusion Crochet is an online shop selling premixed crochet hair extension combos for personal use, with delivery to the UK, US and EU.

2. These terms

These terms apply to your use of the Site and to any order you place with us. By using the Site or placing an order, you agree to them. If you do not agree, please do not use the Site.

These terms sit alongside our Privacy Policy, Refund Policy and Shipping Policy, which also form part of your agreement with us.

Nothing in these terms affects your legal rights as a consumer.

3. Who can use the Site

You must be 18 or over to create an account or place an order.

4. Your account

You can check out as a guest or create an account. You can sign in with your email address, with Shop, or with your Google account. If you sign in with Shop or Google, we may receive basic details from that provider, such as your name and email address, as explained in our Privacy Policy. Your use of those services is also governed by their own terms.

Please keep your sign-in details secure and let us know straight away if you think someone else has used your account. Accounts are personal to you and must not be sold or transferred.

5. Our products

We work hard to show our hair colours and textures accurately. Colours can look different depending on your screen, lighting and the natural variation between batches, so small differences from the photos are not a fault.

All products are subject to availability. We may change or stop selling any product at any time.

Allergies and sensitivity

Our products are made from synthetic fibre. Some people have sensitive scalps and can react to synthetic fibres or to the coating used in manufacturing, even if they have worn synthetic hair before. Reactions can include itching, redness, bumps or irritation.

If you know you are allergic or sensitive to synthetic hair, please don’t order or use it.

We recommend an apple cider vinegar (ACV) rinse before installing. This helps remove residue from the fibre, which can reduce irritation for some people, but it doesn’t guarantee you won’t react.

If you have a reaction after installing, remove the hair straight away and rinse your scalp with cool water. Speak to a pharmacist or doctor if the irritation continues.

For hygiene reasons, hair that has been worn, washed, dyed, cut or styled can’t be returned, unless it is faulty.

6. Placing an order

When you place an order, you will receive an email acknowledging it. This does not mean we have accepted your order. Our contract with you starts when we email to confirm your order has been dispatched.

We may decline or cancel an order, for example if an item is out of stock, if there is an obvious error in the price or description, or if we suspect fraud or bulk buying for resale. If we cancel an order you have paid for, we will refund you in full.

7. Prices and payment

Our prices are set in pounds sterling (GBP). Depending on where you are, prices may be shown and charged in your local currency. Any delivery charges and applicable taxes for your location are shown at checkout before you pay.

We accept Visa, Mastercard, American Express, Discover and PayPal. Payment is taken when you place your order.

If a product is listed at an obviously incorrect price, we will contact you before dispatch and give you the option to continue at the correct price or cancel for a full refund.

8. Delivery

Delivery within the UK is free.

For EU and US orders, delivery charges, taxes and import duties can change from time to time. Please always check the individual product page and the banner at the top of the Site for the most accurate, up-to-date information on shipping and tax fees, including whether they are already included in the price or covered automatically by a current promotion. The final amount you will pay, including any delivery charges, taxes and duties, is always shown at checkout before you pay.

Where import duties are included in the price you pay at checkout, you should not have to pay anything further on arrival. Delivery times and other details are set out in our Shipping Policy.

The products become your responsibility once they are delivered to the address you gave us.

9. Returns, cancellations and faulty items

Our Refund Policy explains how to return an item.

If you are a consumer in the UK or EU, you usually have the right to cancel your order within 14 days of receiving it without giving a reason. For hygiene reasons, we cannot accept returns of hair that has been worn, washed, dyed, cut or styled, as it cannot be resold.

This does not affect your rights if an item is faulty, damaged or not as described. Under UK law, goods must be of satisfactory quality, fit for purpose and as described. If there is a problem with your order, please contact us and we will put it right.

10. Reviews and content you share

If you post a review, photo or other content on the Site, or send us any content related to your order, you confirm that it is your own, that it is honest, and that you have permission from anyone shown in it.

You keep ownership of your content, but you give us a free, worldwide, non-exclusive licence to use, display and share it on the Site, on social media and in our marketing. We will credit you where it is reasonable to do so. We may remove or decline to publish any content at our discretion.

Reviews must be based on your genuine experience. Please do not post content that is offensive, misleading, unlawful or promotes another business.

11. Things you must not do

When using the Site, you must not:

• use it for anything unlawful or fraudulent;
• copy or reuse our product photos, videos or descriptions without our written permission;
• post false, misleading or incentivised reviews;
• misuse discount codes, including sharing single-use codes or creating multiple accounts to claim offers;
• buy products for commercial resale without our written permission;
• use the Site to advertise or sell your own goods or services;
• try to access parts of the Site or our systems you are not authorised to, or interfere with how the Site works;
• use bots, scrapers or other automated tools to collect content or data from the Site;
• harass, abuse or impersonate anyone.

If you break these terms, we may suspend or close your account and cancel any orders that have not yet been dispatched.

12. Our content and brand

The Site and everything on it, including our photos, videos, text, designs and logos, belong to us or are used with permission. You may view and print content for your own personal use, but you must not copy, share or use it commercially without our written permission.

If you believe anything on the Site infringes your copyright, please contact us with details and we will look into it.

13. Links to other websites

The Site may link to other websites, such as social media, payment providers and delivery tracking. We do not control those sites and are not responsible for their content or how they handle your information.

14. Availability of the Site

We aim to keep the Site running smoothly, but we cannot promise it will always be available or free from errors. We may update, suspend or change the Site at any time, for example for maintenance or security reasons.

15. Our responsibility to you

If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to take reasonable care. Our total liability to you for any order is limited to the amount you paid for that order.

We are not responsible for loss that was not foreseeable, for business losses, or for problems caused by incorrect use, installation, alteration or care of the products, including not following our care guidance.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law, including your statutory rights as a consumer.

16. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as postal disruption, extreme weather or supplier problems. If this happens, we will let you know and, if your order is significantly delayed, you can cancel it for a full refund.

17. Your privacy

Our Privacy Policy explains how we collect and use your personal information. Our shop runs on Shopify, and your information may be stored and processed on servers in the United States and Canada.

18. Changes to these terms

We may update these terms from time to time. We will let you know about changes before they take effect, usually at least 14 days in advance, by posting a notice on the Site or by email. Changes needed for new features, security updates, bug fixes, legal requirements or a court order may take effect straight away.

The terms that apply to your order are the ones in place when you placed it.

19. Governing law and disputes

These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland, Northern Ireland or the EU, you can also bring proceedings in your local courts and you keep the protection of your local consumer laws.

If you have a complaint, please contact us first. Most issues can be resolved quickly by talking to us.

20. General

If any part of these terms is found to be unenforceable, the rest will still apply. If we do not enforce any part of these terms straight away, we can still enforce it later. We may transfer our rights under these terms to another business, but this will not affect your rights. These terms, together with the policies linked above, are the whole agreement between you and us.

21. Contact us

Hair by Kissa, trading as Illusion Crochet
Aizlewood's Mill, Nursery Street
Sheffield, South Yorkshire, S3 8GG
England
shop@illusioncrochet.com