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We are experiencing some delays out of our UK warehouse, orders will still get to you with just with an extra dose of patience needed!

Help Topics

Help Topics

Employee Safety & Our Stores
I am having problems trying to contact you?

Please always check our FAQ’S page in relation to your query. Due to the current situation we do have some of our teams working remotely and are therefore not contactable by phone. Please use our contact form to raise your query and we will respond as soon as we can. We’re trying our best to get through all your queries as quickly as possible, please refrain from sending multiple emails on the same issue, this only slows down the process.

Is my local store open?

In line with Government advice, our stores in England will open on 15th June 2020. Our stores in Scotland and Wales will open on a Call and Collect basis only on 15th June, and our stores in Northern Ireland will mostly open on 10th June 2020. For full details please go to https://www.sallybeauty.co.uk/stores-reopening.

Is your company still delivering?

Some of our HQ staff are still working from home including our Customer Support Teams. All employees that are “high risk” under government legislation are self-isolating for 12-weeks and working from home where possible. We will continue to take Government advice before we make any changes.

Why is your warehouse still operating?

We have implemented extensive health & safety measures and social distancing procedures to ensure safety and wellbeing of our staff who want to come to work. Due to the new measures in place and reduced workforce, we are unable to offer next day delivery and orders are taking a little longer to dispatch, please see our delivery page for details on delivery timescales.

What are you doing to look after your employees?

All of our stores are currently closed following government advice. Some of our HQ staff are working from home including our Customer Support Teams. All employees that are “high risk” under government legislation are self-isolating for 12-weeks and working from home where possible. The Sally family are staying connected through Video Calls, Instant Messenger & WhatsApp groups. We are looking forward to being back together but for now we will continue to keep in virtual contact, staying home & staying safe.

Where’s My Order & Returns
Where is my order / I haven’t received my order yet?

We understand that delays to your orders can be frustrating. With increased safety measures in our warehouse, and a very busy courier service, it can take a little longer than usual to get orders from us to you. Please be assured we’re doing our best to get orders to you as efficiently and safely as possible, but it may require a little extra time than usual.

When your order leaves our warehouse you should receive an email from us letting you know it’s with our courier, DPD. Please allow at least 10 business days from placing your order for this email to arrive. Please check your email spam folder before getting in touch with us.

Once you have this email your parcel delivery time will vary due to DPD demand, but will be on it’s way to you with a little extra patience needed for arrival time. You can track your DPD delivery through their app or through their website.

Our customer services team are currently working from home, and are trying to get back to your emails as quickly as possible. We have put together these Frequently Asked Questions to try and help this backlog. We’d really appreciate it if you could bear with us and avoid sending a message unless you haven’t received your dispatch email after ordering 10 days ago.

Please be assured you will receive your order, it will just take a little longer.

Can I amend/cancel or update my delivery address on my order?

Once an order has been confirmed we are unable to cancel or amend this in anyway, if you no longer require the order please refer to our returns policy for advice on returning this to us.

You can change the delivery address on your order once this has been dispatched. You will receive an email confirming dispatch email to the email address provided containing your order tracking number and can use this to change the delivery address directly with DPD using their app or via their website.

Can I still return my online order?

You can return your order to us so long as it is safe to do so and it complies with our returns policy.

How long will it take for me to get my refund?

As we are operating with a reduced workforce, please allow a maximum of 14 days after your goods arrive back to our warehouse for this to be actioned.

Should I be concerned regarding stock levels?

We are continuing to receive deliveries of stock into our distribution centre and receiving regular updates from our suppliers. Due to the current circumstances and demand for certain lines of goods we cannot guarantee stock levels for all products. Some products are subject to very high demand at the moment such as gloves, hand sanitisers, face masks, capes and gowns. The manufacturers of these products are naturally prioritising supply to the health professionals. To ensure as many of our customers can get the products they need we may need to apply restrictions to the quantity you can buy, which might be as little as one pack.

Trade Card & Vouchers
Do I need a Trade Card to shop with Sally Beauty?

You don’t need a trade card to shop with Sally Beauty, our open to everyone website. If you are in the trade, you can apply for a trade card on our Salon Services website. Find out more about getting a Trade card.

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.

Training Courses

Please note training courses are currently unavailable.
We are sorry for the inconvenience and aim to get these back up and running as soon as it is safe to do so.

My training course has been cancelled, how do I arrange a transfer/refund?

Please contact our customer services team through our contact form to discuss a transfer to another date or for an online refund.

I’m scheduled to attend a training course from 1st June onwards, what should I do?

I’m scheduled to attend a training course from 1st June onwards, what should I do? We continue to monitor developments with CV-19 and will contact you directly should we need to amend your booking in any way.

Haven’t found the answer you were looking for?

My order is delayed!

My order is delayed!

We understand that delays to your orders can be frustrating. With increased safety measures in our warehouse, and a very busy postal service, it can take a little longer than usual to get orders from us to you. Please be assured we’re doing our best to get orders to you as efficiently and safely as possible, but it may require a little extra time than usual.

When your order leaves our warehouse you should receive an email from us letting you know it’s with our courier, DPD. Please allow at least 10 business days from placing your order for this email to arrive. Please check your email spam folder before getting in touch with us.

Once you have this email your parcel delivery time will vary due to DPD demand, but will be on it’s way to you with a little extra patience needed for arrival time. You can track your DPD delivery through their app or through their website.

Our customer services team are currently working from home. We’d really appreciate it if you could bear with us and avoid sending a message unless you haven’t received your dispatch email after 10 full business days. We’re trying our best to get through all your queries as quickly as possible, please refrain from sending multiple emails on the same issue, this only slows down the process.

Please be assured you will receive your order, it will just take a little longer. Thank you for your patience.

How we’re working to keep people safe

How we’re working to keep people safe

We will continue to stay well informed of the situation and are following the advice and recommendations in each of the countries we operate in across Europe as well as Public Health Authorities and the World Health Organisation.

Be assured we’re taking all the necessary steps to provide a safe and healthy working environment in our stores, our warehouse and our offices. We have elevated our already high standards of hygiene and cleaning regimes including thorough, frequent hand-washing, particularly for those areas touched regularly by team members and customers.

Our teams will continue to follow the advice and will react accordingly to the advice we are given.

We appreciate that this is a difficult and fluid situation, and we want you to know that we are here for you and we will use social media to post updates of the situation. If you are not already, feel free to follow us on Facebook.

Still can’t find the answer you’re looking for?