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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 3-4 working days to receive your delivery before contacting us.

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.

Can I cancel my order?

Once your order has been placed we are unfortunately 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 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.

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 would really appreciate it if you could bear with us and avoid sending a message unless you have not received your dispatch email after ordering 3 days ago.
Please be assured you will receive your order, it will just take a little longer.

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

Please note that due to new delivery restrictions coming into effect from 1st January 2021 there are new restrictions of what can be delivered to ROI from our UK warehouse. All exclusions are called out on the relevant product pages so please check before you purchase for ROI delivery.

Do you ship to the Republic of Ireland and how long does delivery take?

Yes, we do, however please note that our warehouse is based in the UK and so deliveries might take a bit longer. With effect from 1st January 2021, all orders have to go through customs clearance as the UK is no longer in the EU. This can sometimes cause delays.

How much is delivery?
Delivery charges
Standard delivery Furniture/ large items
For orders under €50 deliveries will be charged at €10.95* - For orders over €50 deliveries will be charged at €5.95* For all REM products and items weighing over 30kg, delivery is €24**

If the order total at checkout is less than €50 after any discount is applied you will be charged at the €10.95 shipping rate.

**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.

Why do I have delivery charge on my order?

Regrettably we have had to review our delivery charges as a result of the cross border transport changes following Brexit and amend accordingly.

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.

Why is my order taking so long to arrive

As a result of changes to cross border transport following Britain leaving the EU some of our orders are taking longer than usual – due to customs delays that are outside of our control. We hope that these are initial teething problems and look forward to a speedier service in the coming months.

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

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.

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

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
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. 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.