Contact

Talk to a real person.

Every message is read and answered by someone at Ouielle, not a bot. Tell us what you need and we will come back to you within 1-2 business days.

Fastest answers

Where is my order?

Track it yourself in a few seconds with your order number.

Track my order

Shipping and exchanges

Processing times, delivery, and what happens if something is not right.

Read the policy

Which hair is right for me?

Send a few photos and a stylist writes back with a personalised plan.

Start a consultation

Send us a message

Tell us what you need and we’ll come back to you within 1-2 business days. The more detail you give us, the fewer emails it takes.

Prefer your own inbox?

Write to us directly. It reaches the same person.

hello@ouielle.com

Help us answer in one reply

About an order? Include your order number and the email you ordered with.
About colour? Photos matter more than words. Forms can’t take attachments, so email them to us or start a consultation.
About an install? Tell us the method you bought and how long it has been in.
About an exchange? Send it within 7 days of delivery, with a photo showing the void sticker still intact.

Are you a stylist?

Professional pricing on everything, all year round. A welcome gift card when your account is approved. Plus clients sent your way from ours.

Visit the stylist program →

Before you write

Answers to the questions we get most

How long before my order arrives?

Order processing takes 1–3 business days. Bespoke pieces are made by hand, so those take 2–7 business days before they leave us. From there every order travels on expedited global shipping, usually 3–5 business days.

Can I change or cancel my order?

Message us with your order number as soon as you can and we’ll do everything possible. Once a parcel is with the courier we can no longer recall it, so speed matters here.

Can I return the hair?

No. Hair is a hygiene product, so we are exchange only — there are no returns or refunds on hair. An exchange has to be requested within 7 days of your order arriving, and the void sticker on the pack must be completely intact. Once that sticker is broken the hair cannot be exchanged. Full terms are on our exchange policy page.

I am not sure which shade to order.

Ask us before you buy rather than after. Because we are exchange only, and because the void sticker has to stay intact, the cheapest and fastest thing you can do is get the choice right the first time. Send us photos in daylight through a consultation and a stylist will tell you honestly what to order.

Do you ship internationally?

Yes. Every order ships expedited worldwide. Any duties or import charges are set by your own country and are not included in what you pay us.

Do you offer stylist or wholesale pricing?

We do. Details, requirements and how to apply are on the stylist program page.