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Help / Customer Support

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    0800 7999 350

Here at Salon Supplies Direct, our customers are our primary focus. We believe in building long term relationships with our salon and professional customers and we will always do our utmost to ensure your happy with the products you buy from us.

Our highly trained, UK-based Customer Services Team is contactable via our website, email or telephone so the support you need is always available.

Top Frequently Asked Questions

  • Do you offer free Delivery?
  • Yes we offer FREE UK delivery on all items when you spend over £50 (excluding VAT). International delivery charges are shown at checkout.
  • How can I track my order?
  • You can track the progress of your order easily via your order dispatch email or by using our online system.When your order is dispatched from our warehouse, you will be sent an email which includes the courier name, a tracking number and a link to the courier's tracking service. Simply access the couriers website and enter your tracking number.

    Alternatively, access your Account on our website , where all of your orders will be displayed in the My Order section and track your order via the link.

  • What should I do if my order hasn't arrived yet?
  • Please access the My Account feature on our website and track your order using the link provided. It should show your order's progress to your door, including when it has left the warehouse and if it is on its way to you.

    If you need further assistance, please contact us online or call 0800 7999 350, Monday to Friday, 9:00am – 5:00pm.

  • Can I change my delivery address?
  • If you are a new customer, please add your delivery address at the checkout stage. This address will be saved for future use. You can then add or delete delivery addresses after you have made your first order.

    If you are an existing customer, you can amend your address through the My Account feature.

  • Do you have free exchanges?
  • We unconditionally guarantee all defective merchandise. If you are not completely satisfied with your purchase you may return or exchange any unused or defective merchandise for a prompt refund. View our complete returns policy.
  • Are my safety & security guaranteed?
  • At Salon Supplies Direct, we understand your concerns about security and privacy. We protect sensitive information you give us, such as credit card numbers, by using Secure Sockets Layer (SSL) and encryption software, which encrypts the information you share with us so that you never have to worry about credit card safety. We also use Worldpay to take payment and so do not see your credit card details. Worldpay are one of the largest payment providers in the United Kingdom.
  • What is your Privacy Policy?
  • At Salon Supplies Direct, we want you to have the best shopping experience possible. And while it is necessary for us to collect certain personal information, we respect and protect your right to privacy. We use your personal information to fulfil your order, support your use of the web site, and contact you if we have questions about your order.
  • What is Salon Supplies Direct's Return Policy?
  • It is your responsibility to inspect goods immediately upon receipt and to contact us if your order or the items appear to be damaged or faulty within 48 hours. We will have the goods returned to us and pay the costs of the return shipping. If we do not receive notification within 48 hours, any shortage, damage or other deficiency will be deemed to have occurred after delivery to you.

    If we find that the goods are not damaged or faulty, we will return the ordered goods to you and you will be responsible for the cost of the return shipping. We will also charge you an administration fee of 10% of the cost of your original order.

    Salon Supplies Direct may at its discretion refund or exchange an item or order if you are not completely satisfied with it provided it is returned to us unused in its original, unopened packaging with all the accessories and instructions. In addition, none of the packaging shall have been written upon, taped upon or had permanent labels attached.

    To return an item, please contact us within 7 days of receiving the item. Please we can not refund delivery costs we incurred and will not pay for delivery charges you incur. Refunds will be subject to the purchase price less a 10% handling charge.

  • If you have received an incorrect, faulty or damaged item
  • If you have you have an item that is faulty or damaged please use the following processes to arrange a collection and reorder of the items:
  • Contact us via email
  • To return an item or arrange a collection and reorder, you will need to contact us within 48 hours of receiving the item.

    You can contact our Customer Service Team via email. Choose the relevant order number and let us know which item you would like to return.

    After you have contacted us, we will email you a returns number so that you can return the items to us. Items that need to be reordered will be processed by our team at the same time and your replacement goods will be shipped out to you. If you received an incorrect, faulty or damaged item we will arrange a courier to collect the items.

    Please do not write or tape the returns number onto the item that is being returned, simply write the number on a sticky note and attach it to the box or packaging. Unfortunately we are unable to accept items which are damaged or have any writing on them.

  • An item is missing from my order, what do I do?
  • If you believe there is an item missing from your order, please check your order confirmation and dispatch emails to make sure all of your items were due to arrive in the same delivery. If you are unable to find the missing item, you will need to contact us within 48 hours of receiving your order. You can contact us using our Online Form.

    Returned goods will only be accepted where a returns authorisation has been given. The relevant reference number must be quoted on accompanying documentation. For your own protection, please obtain a receipt from the carrier, as the company accept no responsibility for lost parcels.

    Goods which are given free, as part of an offer, are not exchangeable or refundable unless the full offer is returned, subject to normal terms and conditions.

    Special or customised items cannot be returned unless faulty. Porcelain basins are non returnable.

    Items that are sent direct from the manufacturer are non returnable if they are unsuitable. This does not affect your statutory rights. For more information please contact Customer Services.

    Due to strict hygiene regulations, we cannot accept returns of items such as scissors, clippers, razors, manicure or pedicure implements, tweezers and electrolysis needles which have been used. (This list is not exhaustive). Goods returned damaged due to poor packaging will not entitle The Buyer to a full credit/refund. Your Statutory Rights are not affected.