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FAQ's

Orders
My SALLYNEW15 promotion is not working?

To redeem your SALLYNEW15 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?

If your promotion code is not applying we advise to first check that the code has been entered exactly as displayed with no spaces. Please note that you can't use the same promotion twice, so if you've used this promo code before it will recognise this and not be redeemable.

There are usually minimum spends and specific terms and conditions for each of our promotional codes so please make sure to check the specific terms and conditions of the offer you are trying to use to ensure you qualify. These should be available via the service messaging when an event is running.

For more information on how our promotions work and a full exclusion list, please click here.

Please also note that Black Friday offers cannot be used in conjunction with any other deals.

Can I cancel my order?

No, once your order has been placed we are unable to cancel or make any amendments to the order.

Can I add/remove products after my order is placed?

No, we cannot remove any products, add any products or make any amendments once your order is placed.

I forgot to add my promo code, can I add it after my order is placed?

No, we cannot amend any orders once they are placed. Please make sure you are adding any promo codes in the promo code box in the basket at checkout, If you don't add the promo code then no discount will be applied.

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 an 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.

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 click here to see our latest delivery information.

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 Deliver to Store deliveries across the UK and Republic of Ireland.

Does Sally Beauty Ship Overseas?

Sally Beauty ships to the UK and Republic of Ireland only. For shipping to mainland Europe please follow the below links:

Pro-Duo France
Pro-Duo Germany
Pro-Duo Netherlands

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 Deliver to Store & 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.

Click & Collect
What is the difference between Click & Collect and Delivery to Store?

Click & Collect is our new way to shop online. This service allows you to order your items from the comfort of your home/work and have them ready and waiting in your local store. Our Delivery to Store service uses stock from our central warehouse which we deliver to your store, while Click and collect uses in-store stock. What does this mean? You can pick up your order much sooner with Click & Collect.

Is Click & Collect available in my local store?

Our brand new Click & Collect service is now available across the UK. You can collect from both Sally Beauty stores & selected Salon Services stores. Please check your local store opening times before you travel to pick up your order. To find the stores contact information and address, simply use our store locator.

Are all products on the website available for Click & Collect?

Not at this moment in time. Click & Collect is available for over 2,500 products, which you will be able to see when visiting our website. If you would like to access the full range of over 6000 of your favourite hair and beauty products, you can still use our Home Delivery and Deliver to Store options.

Is Click & Collect free?

Yes! Click & Collect requires no minimum spend and delivery is free of charge.

How long will it take for my order to be ready to collect?

We kindly ask that you allow at least three hours for your selected store to receive your order and prepare it for collection. We will send you an email confirming your order is ready to collect, which is when you will be able to travel to your local store.

If you would like same day collection then please place your online order before 2:30pm. Any orders placed after this time will usually be ready for next day collection.

How long will you hold my order?

We will hold your Click & Collect order in-store for seven days before putting the items back in stock. If you haven’t collected your order within these seven days then we will process a full refund. This will take 3 to 10 business days to appear in your account.

What should I bring to the store when collecting my order?

Please bring your confirmation email to collect your order.

What should I do if I’ve changed my mind on a purchase?

We are unable to cancel or amend Click & Collect orders after they have been placed. If your order is not collected after seven days then we will process a full refund onto your original payment method.

There is an item missing in my order. Why has this happened?

When placing orders, sometimes an item may no longer be available when we come to pick it from the shelves. If we are unable to fulfil an order for any reason then we will automatically refund that item. Full details will be on your ‘ready to collect’ email.

What should I do if I want to refund/exchange an item after collecting my order?

Please return to the store where you collected your order. This is because we are unable to process Click & Collect refunds in other stores. If paid via credit card, the store will be able to refund you. If paid via PayPal, the store will action your refund request to our central customer service team. Subject to stock availability, exchanges will be processed in-store.

I haven’t received my ‘ready for collection email’ and it’s been over 3 hours?

Sometimes your emails from us will go into Spam/Junk folders instead of your inbox so please always check this first.
If after this time, you have not received your confirmation, Please contact your collection store or our customer service team who will be happy to look into this for you.

Deliver to Store
How do I use Deliver to Store?

1. Place your order online. As part of the checkout process you will be offered the choice of Home Delivery or Deliver to Store (if available for the product you have selected). Simply select one of your local stores, or enter a town or postcode for a choice of nearby stores that offer this service.

2. We will let you know when your order arrives in your chosen store. You will receive a 'ready for collection' email.

3. Head to store till point or speak to a member of staff to pick up your order.

What do I need to bring when collecting my Deliver to Store order?

When you collect your order you must bring with you the order number (included in your order confirmation email) and the name of the person who placed the order.

Where does my Deliver to Store order come from?

Deliver to Store items are sent straight from our warehouse. This allows you to access hundreds of products not stocked in your local store.

How long do I have to pick up my Deliver to Store order?

Please collect your Deliver to Store order within 7 days of receiving your ‘ready for collection’ email.

After this date, your order will be cancelled, your item(s) will be returned to our warehouse and we will refund your purchase. Delivery charges paid by you will not be refunded.

Which stores are Deliver to Store available to deliver to?

When placing your Deliver to Store order online, as part of the checkout process simply select one of your local stores, or enter a town or postcode for a choice of nearby stores that offer this service.

Is Deliver to Store free to use?

You will receive free Deliver to Store delivery on all UK orders over £30*. For Deliver to Store orders under £30 delivery will be charged at £4.50. *Prices exclude VAT.

How long does it take for my parcel to get to my chosen store?

Our Deliver to Store service operates on our warehouse delivery times. For more information on delivery timings please see our Delivery & Collection

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 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.

On receipt of the goods back to our warehouse and confirmation that the goods have been unused we will refund this for you. Once a refund has been actioned please allow 3 to 10 business days to show in your account.

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.

Training courses

Please note that there are multiple course providers for online courses so FAQ’s may vary- for full FAQ’s by course provider please check the bottom of the relevant category pages.

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

All course selections are booked based on individual needs and current qualification level. The full detail of the courses currently being offered are available in the prospectus available here.

Will I receive confirmation of my course booking?

Yes – the course will email you a confirmation within 48 hours of booking (excluding weekends and Bank holidays) to the email address you inputted at time of booking.

Please note that these emails may go into your junk/spam folder so please check this before contacting us.

Do online courses still hold the same accreditation as face to face options?

Yes they do, due to the current pandemic and government guidelines accrediting bodies have updated 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 with any updates from the accrediting bodies on how best to proceed with training in the future.

What happens if Covid-19 restrictions change in my area and I am unable to get a model to complete my course?

We strongly advise you to check current local restrictions before signing up for a course as a majority of them require the use of a human model which may be affected by ongoing regional restrictions. If local restrictions do get in the way of you completing the course we would advise you to wait until restrictions have been lifted for your area before continuing but do stress that the online courses are meant to relieve pressure by giving you 6 months to complete at your own pace to cover this eventuality.

If you have already purchased an online course and 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 offer you an alternate assessment date with the booking amendment charge waivered.

Can I cancel and be refunded if unable to attend to one of the online courses or if changed my mind?

All retail customers that have purchased a course on the Sally Beauty website have the right to cancel your booking within 14 days of the date you booked the course. However this right is waived once you have received your pre-course work from the course provider. Please note that any courses purchased in store have no right to cancellation.

If you have failed to attend a course because of a medical condition we can review the case by being presented with a valid medical certificate. Once confirmed, we may be able to offer you or a substitute delegate (as long as they have the required experience or qualification) an alternate date for the course you purchased or a place on an alternative course of equivalent value subject to an administration fee of £20.

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 this causes you to require an additional webinar assessment then an additional fee may apply which will need to be discussed with the course provider.

What do I do if I’ve lost my certificate for a course I’ve completed?

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.

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 our customer service 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.