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FAQ's

Orders
I have a problem with my order

Please notify us immediately of any discrepancies or damages with your order.

You can send us a message, or call us on 0330 123 1906.

My order did not arrive next day
Delivery times are quoted in good faith, however we cannot be held responsible for late deliveries caused by circumstances out of our control.
Can I cancel my order?
Once your order has been placed we are unfortunately unable to cancel or make any amendments to the order.
I can’t find the products I am looking for

Products are listed with the associated product SKU, for example Salon Services Warm Wax – SKU 250000, if you do not have the SKU you can search for products by description or brand.

If you are unable to find what you are looking for you can call us on 0330 123 1906 and we'll be happy to help you. We can even place your order on the phone for your convenience.

I’ve received a text message saying my order’s been dispatched – when will this be delivered?
Your first text will advise an estimated delivery date this will also advise your tracking number. You will then receive a further text message on the day of delivery.
I’ve received a text message saying my parcel is out for delivery today but I will not be at that address?
On the text message sent on the day of delivery you will be given 4 options if you are not able to accept delivery. Text can be replied to with your chosen option.
How do I track my order?

Go to Parcelforce Track-Trace and enter your tracking number. If you didn’t enter a mobile number at the time of the order you would not have received this via text message, but you can call 0330 123 1906 instead to track your order.

For Furniture & Equipment orders please call 0845 600 1580 to track your order.

My parcel states ‘return to sender’ – what will happen next?

A refund for your goods will be processed. If you still require the goods please call 0330 123 1906 and if a refund hasn’t already been processed we can arrange to get your delivery resent.

Please be advised a notification email will be sent once a refund has been processed.

Delivery
How much is delivery?
Delivery charges UK
Free delivery Standard delivery Furniture/ large items
Free delivery on orders over £30* For orders under £30 delivery will be charged at £4.50* For all REM products and items weighing over 30kg, delivery is £24**
Delivery charges Highlands and islands of Scotland, Channel Islands and Isle of Man
Delivery to these post codes will be charged at £12

If the order total at checkout is less than £30 after any discount is applied you will not qualify for free delivery.

*Free delivery excludes all REM items and items over 30kg. Individual delivery charges will be shown in your basket. Delivery times exclude weekends and Bank Holidays. Special order furniture/equipment delivery times may vary.

**This is a flat fee. You may purchase more than one REM and/or 30kg product as well as other products and the total delivery charge will be £24. Free delivery does not apply.

What are the delivery time options?

Orders must be received by 5pm Monday to Friday in order to be delivered the next working day. Next day delivery is for UK Mainland only and only applies to items that are in stock indicated as next day on the product page.

Delivery to other areas, including Highlands, Islands and Republic of Ireland, may take up to two working days. Next day delivery times do not apply on Bank Holidays.

Orders placed after 5pm will be dispatched the next working day. Orders must be placed before 5pm Friday to be delivered on Monday. Special order furniture/equipment delivery times may vary.

How will my items be delivered if I am purchasing furniture and smaller items in the same order?

Items may arrive on separate days due to some stock being stored at our warehouse and other stock being sent directly from our suppliers. If this applies to you, this will be flagged at the checkout.

Will I be assisted with heavy items on delivery?

For large items and/or orders you are advised to have assistance on hand as couriers will only deliver to premises kerb side and will not enter premises or deliver up or down stairs.

If you require assisted delivery into premises or up or down stairs please contact us so we can make suitable arrangements.

An excess delivery charge will apply for this service. You must ensure that any obstacles, such as doorways, are catered for.

Returns
How do I return an unwanted item? / How do I get a refund?

Please inform us of your intention to return your product by contacting our Returns Department on 0330 123 1906 or contact us via email, and you will be given a returns authorisation number. Returned goods will only be accepted when a returns number has been given.

  • The product must be returned to us within 30 days of delivery to you
  • The products must be returned in their original condition, including outer packaging, unused and in perfect saleable condition
  • You should return the product at your own cost to the returns address. Ensure that the product arrives safely to us, we strongly recommend that you return the product to us by recorded post.
How do I return a faulty item?

If your product is faulty, you will receive a full refund of the product, any applicable delivery charges you paid and any reasonable costs you incur in returning the item to us, provided you notify us within 30 days of receipt of the products you wish to return.

You may also return an unwanted or faulty product to any one of our stores. Visit our Store Finder to search for your nearest store. You will need to present the product together with your delivery paperwork you have received with your delivery as proof of purchase.

Which items cannot be refunded?
  • Any made-to-measure, custom-made, special order products or products supplied direct from the manufacturer (including furniture and equipment)
  • Any product which has a security seal which you have opened or unsealed;
  • Any product which, for hygiene purposes, cannot be returned which includes cosmetics, hairbrushes and combs, hair extensions and hair pieces, body jewellery, earrings or piercing tools, foot spas, scissors and blades and manicure/pedicure tools.
How do I return furniture?

To return furniture or equipment, please contact our Returns Department by calling 0330 123 1906 or send us a message.

What is Love It or Return It?

‘Love it or return it’ means you can try something and if you don’t love it, you can return it within 30 days and get a full refund.

The following items are excluded: hair extensions, hair pieces, clippers blades and other blades and any made to measure, custom made, special order or products shipped direct from a supplier (including furniture/equipment and foot spas).

Training courses
I’m not sure what course is right for me – can you advise?

All course selections are booked based on individual needs and also current qualifications. However we will aim to assist you in making your choice by answering any questions you may have.

To browse the full range of courses we offer, please visit our Training Courses page.

Where will the training courses be held?

Our training courses are held in Sally and Salon Services stores. You can select your chosen venue when booking your course and will receive full details after you've booked.

My nearest store is not showing as an option on a course I wish to book?

All valid venues available are listed on the website however if a location is not showing please enquire with your chosen store directly.

I’m unable to attend my course. What do I do?

Please contact us via the contact email form. We will need the reason as to why you are unable to attend along with proof where applicable. Cancellations are looked at on an individual basis and not always guaranteed.

A £25 fee may be applicable for any course transferred.

Will I receive confirmation of my course booking?

Yes – this will be emailed to the email address you entered at the time of booking. This will be sent with 48 hours prior to booking confirming date, venue, course and any addition requirements i.e. kit, model required etc.

What do I do if I’ve lost my certificate?

Please contact us via the contact email form where you will be given the training provider details for you to contact directly. Please be advised that there may be a charge.