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FAQ's

Frequently Asked Questions :)  Please click on the question to be taken to the answer!

Payment, Delivery & Returns
Doll Hair Questions & Colour Matching

Rerooting Questions & Hair Styling


  • How can I pay?

I can accept the following forms of payment:

Secure online payment via Paypal ~ please note, PayPal or International Bank Transfer are the only payment options for international orders.

BACS (UK Bank Transfer) ~ all the details you need for paying via BACS are available at checkout ~ please select the “Bank Transfer” payment option. This method is a great way of paying, particularly if you currently bank online as this can done from your online banking service in a couple of minutes.

European Bank Transfer
~ all the details you need for paying via European Bank Transfer are available at checkout ~ please select the “Bank Transfer” payment option for the IBAN & BIC codes.

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  • When will I receive my order?

Orders are dispatched at the weekend.
We advise that for high value items you choose either Recorded Delivery (UK mainland only) or International Sign For postage options at checkout.



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  • UK

UK orders are sent via Royal Mail First Class. A flat rate of £1.60 is applied for all orders under £30. First Class post will normally arrive *within 2 working days of shipment.

For special requirements, My Little Customs also offers the following service:

Royal Mail Recorded Delivery £3.00

Orders are dispatched by the weekend after your order.

Orders over £30 will ship for free and will be sent via Royal Mail First Class Post.

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  • Europe

European orders are sent via Royal Mail First Class Airmail. A flat rate of £4.00 is applied at checkout. First Class Airmail will normally arrive *within 5 - 7 working days. 

PLEASE NOTE - First Class Airmail does NOT come with any tracking information.

If you require tracking, then My Little Customs offers the following service:

Royal Mail Sign For delivery. A flat rate of £10.50 is applied at checkout. Royal Mail Sign For will normally arrive *within 3 - 5 working days.

Orders over £40 will ship for free and will be sent via Royal Mail First Class Airmail.

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  • USA / Rest of the World

International orders are sent via Royal Mail First Class Airmail. A flat rate of £5.50 is applied at checkout. First Class Airmail will normally arrive *within 7 - 10 working days. 

PLEASE NOTE - First Class Airmail does NOT come with any tracking information.

If you require tracking, then My Little Customs offers the following service:

Royal Mail Sign For delivery. A flat rate of £12.50 is applied at checkout. Royal Mail Sign For will normally arrive *within 5 - 7 working days

Orders over £50 will ship for free and will be sent via Royal Mail First Class Airmail.

There are no weight limits for UK or International shipping.

We advise that for high value items you choose either Royal Mail Recorded Delivery or International Sign For postage options at checkout.

*delivery times cannot be guaranteed

We do not accept responsibility for orders that go missing once shipped unless it has been shipped by a sign for or tracked option.

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  • What if my order is out of stock?
If, for whatever reason, your order is out of stock, we will inform you by email or phone as soon as possible and give you an idea of delivery time or suggest another colour if appropriate. You are always welcome to cancel your order if you prefer not to wait for stock to come in.

If we do not hear from you your order is automatically put in our “pending” system and as soon as we receive these items into stock we will send them out to you. (This also applies to “pre-order” items)

Supply problems

Every now and then certain “popular” items / colours become “unavailable” from our supplier on a temporary basis and we are unable to confirm when they will come into stock. If this is the case we will inform you that there is a “temporary supply problem” with this item and advise a change of colour for a speedier delivery.

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  • How do I return goods? Returns Information.

I offer a full 100% 90 day money back guarantee!

If you are not 100% happy with your items, I will happily exchange, issue a credit note or refund you.

To qualify for the exchange, credit note or refund, the following conditions must be met: 
  • item must be and unused and are in resealable condition.
  • the original labels are still attached
  • there is a valid receipt or proof of purchase
  • the item is returned to My Little Customs

Buyer will pay the return postage costs; refund will not be issued until the return of the items. This does not affect your statutory rights.

How to return your order:

Return address:

My Little Customs RETURNS, 9 Dunsbury Way, Havant, Hampshire, PO9 5BA

Please enclose a note, quoting your original order number and reason for return, and if looking for a replacement, what colour / item you require.

Any costs incurred in returning the item are the reponsibily of the customer. We recommend you organise postage that requires a signature so you have proof that it was delivered. We cannot accept any reponsibilty for any returned products whilst they are in the postal system until an employee of My Little Customs has signed for the delivery!

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  • How is Nylon different to Saran?
Before nylon came along, saran was the best product on the market.

Nylon hair feels a little finer than saran. It has a lovely soft and silky texture. It looks beautiful, it feels beautiful and is the easiest to style out of all the different types of hair.

It is extremely versatile and can take a lot of heat without shrinking. It is less heavily weighted than saran hair and it does not have the greasy / waxy feel that saran has. It is extremely strong and less prone to breaking than other types of hair. Also, it is less prone to tangling than saran.

If you have never tried nylon before and are curious, please drop me an email and I can send you a small sample for you to look and feel before making up your mind ^_^

Please note, the sample colours will be chosen at random, for more information on obtaining specific colour samples, please contact me.

For more information, please see the Doll Hair Information page.

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  • Which type of hair should I use?
I get asked this question a lot and, although it is quite a tricky question to answer, my answer is always the same!

Ultimately, it all comes down to personal preference.

As a general rule of thumb:

If you would like a flat, sleek hairstyle which lies close to your doll's head, use Saran.

If you would like a more natural style with bounce or if you wish to have a curly hair style, use Nylon.

If you would like to receive samples of Nylon, Saran or Polypropylene for comparison, please don't hesitate to ask!

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  • How much hair do I get? Understanding the different hair "Formats"
NYLON:

My Little Customs stocks the "My Little Pony" Format hanks. These are 38" long and come in one long length.

I have included a photo of my Sindy doll alongside a hank of "Volcano" Nylon so you can see the comparison. Sindy is 11" high and of a similar size to all "fashion / play scale" dolls.

This Sindy was rerooted using 2 packs of "Pumpkin Spice" Nylon using a reroot tool.
 
You can cut each hank into equal lengths, for example, the Sindy shown was rerooted using 2 hanks, with each hank cut in half. For much shoulder length or a short bob, you could cut one hank into quarters, therefore requiring less hair.



POLYPROPYLENE:

These come in the exact same format as the Nylon. 38" long and one long length.


SARAN:

My Little Customs currently stocks 2 different formats. Both formats come looped - please note you must cut the loop before you start your reroot!

Standard Format Saran: The hair comes in a loop. Once the loop is cut, the hair is 18" long and weighs 0.6oz.

XL Format Saran: Again, this hair comes in a loop. Once the loop is cut, the hair is a whopping 31" long and weighs 1.5oz! This is almost triple the amount as the Standard Format and can therefore work out a little more cost effective when rerooting larger headed dolls such as Blythe, Tonner, Gene or Sasha.

A few of the Saran colours do come in the same Format as the Nylon and Polypropylene - where applicable, it is noted in the hair description.

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  • How many packs of hair will I need for ....
Please note, this is a minimum guide, not a 100% exact amount. The amount of hair you will need may vary based on the amount and thickness of your hair plugs, wastage, length of hair.

If you are in any doubt, order an extra pack of hair to be on the safe side,
we happily buy back any unused packs of hair should you find you require less.

The following amounts are based on Nylon, Polypropylene and Saran Standard Formats, rerooting the hair to a long length.

Sindy: 2 packs  (please note, 1960's releases and Trendy Girls require 3 packs)
Barbie: 2 packs
Jem: 2 packs
Fleur: 2 packs
Pippa: 1 pack
My Little Pony: 2 hanks (this will be plenty for both mane and tail)
Gene: 6 packs OR 1 - 2 packs of XL Format Saran
Tonner: 6 packs OR 1 - 2 XL packs of Format Saran
Blythe: 10 - 11 packs OR 2 - 3 packs of XL Format Saran

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  • Colour Matching
If you require a little help in matching either the Nylon or Saran colours to your existing doll you are more than welcome to send me a small sample of the original hair to cross reference.

Please send your hair sample to:

My Little Customs, Flat 1 Highfield Court, 32 Cross Lanes, Chalfont St Peter, Bucks, SL9 0NE

Don't forget to include your contact details!

For My Little Pony hair matching, please drop me an email :)

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  • Pippa doll HAIR MATCHES

Pippa ~ Fifties Blonde Saran (also known as Pippa Gold)
Marie / Penny Brown / Rosemary ~ Brownette Saran
Tammie / Penny Red ~ Ginger Snap Saran
Britt ~ Platinum Blonde Saran
Gail ~ White Witch Nylon
Pale Pippa ~ Ash Blonde is close but not exact

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  • How do I reroot? TUTORIALS
Rerooting your doll or pony can be a daunting prospect but never fear! It is a lot more simple and easy to do than you may initially think :)

Please visit my Re-Rooting Tutorials page for full video instructions on rerooting and finishing your project.

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  • Boil Perming / Curling
Nylon hair takes a curl very easily and can be straightened again just as easily, if needs be.

For normal curls ~ wet the hair with room temperature water. Set in curlers, leave to fully air dry. Once the curlers are removed you will be left with beautiful soft curls and waves.

For boil perming ~ wet the hair with near boiling hot water and then “set” by wetting the hair with ice cold water. Set in curlers, leave to fully air dry. Once the curlers are removed you will be left with tight spiral curls that will hold fast!

You can curl SARAN hair using the same methods but in my experience, this can be tricky to do as the saran does not hold a curl as well due to its heavier weight.

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  • Hair Dying

For dying Nylon hair, I reccomend using fabric dyes, hot or cold, such as RIT or Dylon. The Nylon hair takes fabric dyes extremely well and amazing effects can be produced.

Please note: Polypropylene hair is non-porous and therefore CANNOT be dyed.

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  • I need to put my OOAK in the oven - can Nylon hair be baked?

Believe it or not, YES!

The Nylon hair is wonderful to use on polymer clay dolls as it will withstand the heat of your oven.

Please contact me for further information on this.

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