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FAQ's

Orders
I have received my despatch confirmation with no tracking details

We are aware of the issue and working to fix this. On receipt of your despatch confirmation please allow a further 2-3 working days to receive your delivery before contacting us.

My SALLYNEW20 promotion is not working?

To redeem your SALLYNEW20 promotion, this needs to be your first order with us. Please check that you haven’t placed any orders with us before as this will not be valid. Also please be aware that there is a minimum spend of £30 to qualify for the discount.

My promotion is not working?

Please first check that the promotional code has been entered exactly as displayed, with no spaces. You cannot use the same promotion twice, if you’ve used this promo code before it will not be redeemable. We often have minimum spends and terms and conditions on our promotions, please check the terms and conditions for your offer to ensure that you qualify.
Black Friday Disclaimer - Please note that Black Friday offers cannot be used in conjunction with any other deals.

I can’t proceed to checkout?

Please check that you’ve logged into your account successfully. You may also need to review your basket and make sure there are no items in your basket showing as ‘not available’ as this may restrict you from proceeding. Check your promotional code is valid and has been applied. If not, please remove and refresh your screen.

I can’t place order and pay?

Please make sure all mandatory fields are completed, particularly the address field. Please double check the city/town as this needs to be entered. If you are still having issues please contact uksallysales@uk.sallybeauty.com.

My basket has cleared but I haven’t entered any payment details?

This can sometimes be due to the payment screen timing out or closing the screen without cancelling. Please check and try again. If you are still having issues please contact uksallysales@uk.sallybeauty.com.

Is there a limit on what I can buy?

Yes, we are currently limiting several products which are in high demand so that we can ensure all our customers have a chance to buy for their own use.

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 email us at uksallysales@uk.sallybeauty.com.

My order did not arrive next day
Please be aware our Next Day Delivery service is currently not available. For more information on our current delivery times please check our delivery page
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 email us at uksallysales@uk.sallybeauty.com and we'll be happy to help you.

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 DPD tracking 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.

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 email use the Contact Us page to send us a message 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.

I have not received any offers or discounts.

We offer no guarantees on promotions and discounts each month. Please make sure your marketing preferences are up to date and you will always be the first to know.

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?

Please allow up to 2-3 working days for delivery. Delivery times exclude weekends and Bank Holidays.

Delivery to other areas, including Highlands, Northern Ireland, Islands and Republic of Ireland, may take longer. Current delivery timescales for Northern Ireland and Republic of Ireland is 4-5 working days. 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.

What do I do if I haven't received my parcel?

In the case of non-delivery (of the entire order), you must notify us within 14 days of the date of our invoice. We will not accept any claims made outside of this time frame and delivery is deemed to have been made.

Is Sally Beauty doing curbside pickup?

Sally Beauty will only deliver items via kerbside pickup and our couriers will not enter the premises or move equipment for you. If you wish for additional assistance, please contact us when placing your order and our couriers will help for an additional price.

Does Sally Beauty ship to UK?

Sally Beauty UK does home and click-and-collect deliveries across the UK and Republic of Ireland.

What brands does Sally Beauty own?

Sally Beauty offers more than 7400 professional products from exclusive brands you won’t find anywhere else such as XP, Wunderbar, Maria Nila, Proxelli & S-PRO, and top salon quality brands such as L’Oreal, Schwarzkopf Professional, Olaplex & OPI.

Does Sally Beauty ship to store?

Sally Beauty’s click-and-collect & call-and-collect services are available in selected stores on selected products. You can check if your local store and the products you’re purchasing are available for these services when placing your order.

Can you order online from Sally Beauty?

You can order a select amount of products on our Sally Beauty website depending on the product and stock. You will know when entering the product page.

Are Sally Beauty stores still open?

To find out whether your local store is open, please refer to our store locator and enter your postcode or town.

Returns

The date for returning unwanted Christmas gifts purchased between 1st October to 17th December 2020 will be extended until the 14th January 2021. All items purchased after the 17th December 2020 will be subject to our usual 30 day policy. The usual terms and conditions, including exclusions, as set out in our Returns and Exchange Policy will continue to apply. Please contact Customer Services for further details.

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 by email: 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 much will it cost to return my order if goods are unsuitable?

If you have paid by card you can return to any RETAIL store free of charge (excluding equipment) as long as you provide your invoice, as proof of purchase. Please note that If you have paid via PayPal this option is not available but you can return via post at your own cost.

Postage costs
For a returns label for the UK £6 per box (please note that this is not available for Northern Ireland and the channel Islands). Uplift at chosen address UK Mainland - £15 per box. Uplift at chosen address Northern Ireland/Highlands and Islands £25 per box.
Please note equipment is excluded from the below prices and we can provide a quote on request.

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. Please note that if you ordered several items in your order your delivery charge might still apply and will not necessarily be refunded.

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 email: send us a message.

What is Love It or Return It?

Our Love It or Return It policy allows you to shop with confidence and try products risk free. If you are not fully satisfied, you will have 30 days to bring back the used product for a hassle free refund

The following items are excluded: all hair electrical items such as hair dryers, straighteners and clippers (any product with a plug); all beauty electrical items including nail lamps, wax heaters etc. (any product with a plug); cosmetics; hair extensions and hair pieces; body jewellery, earrings or piercing tools; clipper blades and other blades; scissors; any made-to-measure, custom made or special order products (including furniture and equipment, foot spas); products shipped direct from a supplier; ghd; items purchased from Beauty Express or Shear Beauty.

Face to face training courses

Please note that our face to face training courses are currently unavailable and are likely to be back in 2021 due to current safety precautions however we are now offering some online courses which are available to view here.

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.

Online training courses
What happens if there is an issue with my starter kit?

The kit is supplied by our third-party partner Lash FX for these courses and they will deal with any issues regarding the kits with you directly. You should have received all the details on the steps you need to take to resolve an issue in you course confirmation email. We advise you to thoroughly check your kit once you have received it & notify Lash FX if there is any damage or missing items before starting your course. For a full list of what should be included in your kit please check the prospectus here.

Is the Brow Lamination course suitable for beginners?

The actual process of brow lamination is absolutely fine to teach beginners but we would advise some brow shaping experience may be required to perfect the looks as complete beginners may struggle to achieve the results they would like without this prior experience.

What happens if Covid restrictions change in my area and I am unable to get a model to complete my course?

Unfortunately we are all living through uncertain times at the moment and with that in mind, we have ensured that all the online courses are to be completed at your own pace to help try and relieve some pressure. If local restrictions do get in the way of your studies we would advise you to wait until restrictions have been lifted for your area before continuing.

If you have already booked in a timeslot for you practical webinar then we would advise you to contact the course provider to discuss your options as under usual circumstances there is a booking amendment charge of £20. If you are unable to attend due to legal restrictions as a result of the current pandemic we will try and offer you an alternate assessment date with the booking amendment charge waivered where possible.

What happens if I don't pass my webinar assessment?

In the rare event that you don't pass your assessment then you will be required to carry out and submit further case studies before receiving your certificate. If you would like to complete an additional webinar assessment this is possible but there is a £40 (excluding VAT) charge for every additional half an hour with the assessor.

Will I still have access to the online learning platform once I have completed my course?

No, once your course has been completed you will no longer be able to access the online learning platform. However you will have the opportunity to download all the relevant manuals as you work your way through the course to review at a later date if preferred.

Do the courses still hold the same accreditation as it's no longer been taken face to face?

Yes they do, due to the current pandemic and government guidelines the main accrediting bodies have relaxed the rules on accreditation providing the course includes contact with a professional educator through a webinar system.

Do you know when face to face courses will become available again?

Unfortunately due to the current climate we have no immediate plans to restart customer education in stores in order to keep our customers and staff as safe as possible. We will keep you as updated as possible with our plans and will take a lead from the accrediting bodies on how best to proceed with training.

Is it possible to hire out a training room in one of your stores?

Unfortunately this is not currently possible but we will keep you updated on when the service will be next available.

I am part of a college/salon interested in training on my premises, is it possible to arrange this?

Yes this is possible, please contact your education team to discuss any enquiries.

About Sally Beauty
Can anyone buy Sally's Beauty?

Sally Beauty UK sells hair and beauty products to anyone regardless of skill level or profession. However, if you work for a professional or freelance business or are in training, Salon Services provides exclusive trade only prices, promotions and products when you sign up to our trade card.

Is Sally Beauty trade only?

Sally Beauty is our retail side of the business that is open to everyone regardless of profession. Salon Services is our trade side of the business for professional hairdressers and beauticians only.

How much is a Sally Beauty membership?

Shopping with Sally Beauty doesn’t require a membership and is open to everyone. Applying for the Salon Services trade card is free of charge.

Do you need a membership for Sally Beauty Supply?

Our Sally Beauty stores and website are open to all and don’t require a membership. If you work in the trade or are in training, you are eligible for our Salon Services trade card that offers unlimited access to products, training courses and promotions at wholesale prices.

Do you need a card for Sally Beauty?

Our Sally Beauty stores and website are open to everyone and do not require a trade card. Our trade business Salon Services requires a trade card that you are eligible for if you work in the trade or are in training.