1 item added to your basket Could not add to basket, we currently only have 1 of this item in stock

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 3 working days to receive your delivery before contacting us.

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.

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 note next day delivery is not available for the Republic of Ireland orders.

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 be a day or two later than our usual service.

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 3 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. 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 3 days ago.

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

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?

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 be a day or two later than our usual service. 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 3 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. 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 3 days ago.

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

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 parce?

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.

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.
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
Uplift at chosen address €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.

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 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.