FAQ’S ~ Frequently Asked Questions 
Only 25% of stores submitted to http://www.shopsafe.co.uk/ are accepted so may I be the first to say: YAY!! My Little Customs has been approved as a secure on-line shopping web site :) Please click on your question to be taken to your answer! last updated April 2010
How can I pay? I can accept the following forms of payment: 
Secure online payment via Paypal ~ please note, paypal is required for all international orders. UK cheque ~ please make cheques payable to “Robin Bray” and allow an additional 5 days for cheques to clear UK Postal Order ~ crossed or uncrossed If paying by either cash (sent via registered mail), cheque or postal order, please select the “Cheque” payment option at checkout 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. Back to the top ^ - When will I receive my order?
Orders are dispatched same day if ordered and paid for by 4pm GMT, Monday to Friday. We advise that for high value items you choose either Special Delivery / Interlink Express Courier (UK mainland only) or International Airsure (signed for) postage options at checkout. 
UK UK orders are sent via Royal Mail First Class. A flat rate of £1.15 is applied for all orders under £25. First Class post will normally arrive *within 2 working days of shipment For special requirements, My Little Customs also offers the following services: Royal Mail Special Delivery £5.50 (UK Next Day SIGNED FOR) Interlink Express Courier £9.50 (UK mainland only) This is a fully trackable, NEXT DAY service which is guaranteed to arrive by 3pm. Please note, this is a signed for service. All orders received before 4pm GMT Monday to Friday are despatched same day. Orders over £25 will ship for free and will be sent via Royal Mail First Class Post. Europe European orders are sent via Royal Mail First Class Airmail. A flat rate of £1.75 is applied at checkout. First Class Airmail will normally arrive *within 3 - 5 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 Airsure (signed for) delivery. A flat rate of £6.50 is applied at checkout. Royal Mail Airsure provides a tracking number and will normally arrive *within 2 - 4 working days Orders over £25 will ship for free and will be sent via Royal Mail First Class Airmail. USA / Rest of the World International orders are sent via Royal Mail First Class Airmail. A flat rate of £2.25 is applied at checkout. First Class Airmail will normally arrive *within 4 - 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 Airsure (signed for) delivery. A flat rate of £8.50 is applied at checkout. Royal Mail Airsure provides a tracking number and will normally arrive *within 4 - 7 working days Orders over £25 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 Special Delivery / Interlink Express Courier (UK mainland only) or International Airsure (signed for) postage options at checkout. *delivery times cannot be guaranteed Back to the top ^ You can track the status of your order by visiting: My Little Customs Order Status Page Back to the top ^ 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 recieve 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. Back to the top ^ 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, Hampton, Old Sticklepath Hill, Barnstaple, Devon, EX31 2BG 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! Back to the top ^ - How is Nylon hair 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. Nylon is primarily used by Hasbro (My Little Pony, Jem, Corn Silk Cabbage Patch Kids etc) and the Ashton-Drake company (Gene, Madra, Blythe etc). 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. Back to the top ^ 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, Hampton, Old Sticklepath Hill, Barnstaple, Devon, EX31 2BG Don't forget to include your contact details! For My Little Pony hair matching, please drop me an email robin@mylittlecustoms.com or alternatively, you can use the contact form on the "Contact Details" page. Back to the top ^
Both the NYLON and POLYPROPYLENE are 38 inches long I have included a photo of my Sindy along with a hank of “Volcano” nylon so you can see the comparison. My Sindy was rerooted using 2 hanks of ”Pumpkin Spice” nylon using a reroot tool. You can cut each hank into equal lengths, for example, the Sindy shown in the picture was rerooted using 2 hanks, with each hank cut in half. For shorter hair, you can cut one hank into quarters. 
Back to the top ^ How many hanks of hair will I need to reroot a My Little Pony?
On average, depending on the size, thickness and amount of your hair plugs, 2 hanks should be plenty to fully reroot a mane and tail. This applies to both NYLON, POLYPROPYLENE or SARAN Back to the top ^ How many hanks of hair will I need to reroot a Sindy / Jem / Barbie doll?
Again, on average, depending on the size, thickness and amount of your hair plugs, 2 hanks should be plenty to fully reroot an 11″ fashion dolls head. This applies to both NYLON, POLYPROPYLENE and SARAN. Please note, for 1960's Sindy dolls you may require 3 hanks due to the extra holes in her scalp. Back to the top ^ How many hanks of hair will I need to reroot a Pippa doll?
1 hank should be plenty to reroot a Pippa type doll to princess length. This applies to both NYLON, POLYPROPYLENE and SARAN. Back to the top ^ How many hanks of hair will I need to reroot a Blythe doll to knee length?
On average, depending on the size, thickness and amount of your hair plugs. PLEASE NOTE: I stock the My Little Pony Format 38" Nylon hanks!! NYLON: You will need 10 - 11 hanks SARAN Standard Format: You will need 10 - 11 hanks SARAN XL Format: You will need 2 - 3 hanks POLYPROPYLENE: You will need 10 - 11 hanks Back to the top ^ Can you curl / boil perm Nylon?
Yes! 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! INFORMATION REGARDING POLYPROPYLENE COMING SOON! 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. Back to the top ^ Yes! 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: you CANNOT dye Polypropylene as the Polypropylene is non-porous Back to the top ^ I need to put my OOAK in the oven ~ can Nylon hair be baked?
Believe it or not, YES! The nlyon 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. Back to the top ^ How do I reroot a doll? Can you do it for me?
Yes! Please visit my Blog for further information and pricing :) I have recently uploaded some video tutorials which you can view completely for free :) There are more coming, please keep an eye on my Blog for more details. For now, here are the direct links to the tutorials I have currently made. The Knot Method: http://mylittlecustoms.wordpress.com/2009/02/17/video-tutorial-for-the-knot-method-rerooting-instructions/ The Re-Root "Tool" Method: http://mylittlecustoms.wordpress.com/2009/02/19/video-tutorial-for-the-reroot-tool-rerooting-instructions/ The Lock and Loop Technique: http://mylittlecustoms.wordpress.com/2009/02/19/re-rooting-your-doll-blythe-video-instructions-tutorial-_/ Back to the top ^ My Little Customs Loyalty Scheme
Introducing the NEW Loyalty Scheme - a Loyalty CARD! A card? Yes a card! This is a much easier way, for both you and me! You will be sent a Loyalty Card for you to keep. Oooh pretty! 
Every £1 you spend, will earn you one token. Every time you make a purchase from My Little Customs, along with your order, you will be sent the equivalent amount of tokens. Please note, the tokens will be for the value of the item purchased, EXCLUDING the postage. (also, may I just add that the word token is a very grand way of saying, small little sticker for you to pop on your card!!) For example, you order one hank of Nylon, one hank of Saran and one pair of Blythe Eye Chips. These 3 items together have a value of £9. Shipping is an extra 52 pence on top - total spend, £9.52. This would earn you 9 tokens! Yes, yes, I understand all this “tokens” business but what about the money side of things? The scheme has been scaled right down and has been kept ultra simple. It is an even better scheme than before, you can make great savings without spending a fortune! Based on the old scheme, you needed 100 points to gain £1, that is a £100 spend!! To gain the full £5 off, under the old scheme you would have needed to spend £500! OUCH On the NEW scheme: Every £1 spent = 1 token. 10 tokens collected = £1 off
20 tokens collected = £2 off
30 tokens collected = £3 off
40 tokens collected = £4 off
50 tokens collected = YAY! £5 off and one full card! You can redeem your card against your purchases for the value you have achieved AT ANYTIME or complete the card for the full £5 saving. OK great, how do I get a card? Well, this is where things change a little. The scheme is still completely free to partake in, the are no catches or hidden costs - the card can be redeemed at any point. The only slight change is this: Cards are issued to returning customers, ie, on the SECOND purchase. If you only plan to shop at My Little Customs once then there is no point having a card you do not want or need! You will start collecting tokens from your second purchase. When your card arrives, your tokens will have already been added to your card. For example, you are a brand new customer (Hello and welcome! I hope you enjoy shopping at My Little Customs) you purchase one hank of Nylon hair = £3. You were impressed with the service you recieved first time so you have returned (Thank you! It is great to have you back again ^_^ ). You buy another hank of Nylon = £3. This time, alongside your hank of hair, you will find your Loyalty Card with 3 tokens already attached. OK, well that makes sense but I have been shopping with you for months now! Where’s my card? Your card will be included with your next purchase. It will be based on the same priniciple, when you recieve your card, the tokens you have earned with your purchase will be added. But what about the points I amassed under the old scheme? If you would like to redeem any old points from the old scheme then please get in contact with me and I can tell you the cash value you have - in most cases it will be around the 50p - £1 mark. You can email me robin@mylittlecustoms.com If you have any questions, please do not hesitate to get in touch Back to the top ^ Where do you get your Nylon and Polypropylene hair from? Can I sell it to?
I am sorry but no. My Little Customs is the first and only UK affiliate of dollyhair.com ~ I am the sole supplier in the UK. Back to the top ^ Got a question you don’t see here? Fire away and I will do my best to help! |
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