Here you'll find all the info you'll need about how to return your items. If you need some further help, please contact us.
How long after purchase can I still get a refund?
We are happy to refund your purchase within 30 days of receipt if the colour is not suitable providing the product is returned with the hygiene sticker sealed and in the original condition.
For hygiene reasons we cannot accept back products which have been worn or with hygiene seals broken, even if this is to check suitability. Items must be returned in their original packaging, still attached to the product backing card and with any packing and retaining hygiene seals intact where appropriate. All products come in packaging which allows easy checking of the colour suitability.
We cannot accept hair products back where the seals have been removed/tampered with including open colour swatch samples or products which are in a condition which indicates the product may have been used, unless faulty.
For this reason, we also reserve the right to withhold refunds until we have been able to verify that the product is unused. The Consumer Contracts Regulations 2013 states “consumers will lose their right to cancel if they unseal goods that are not suitable for return if they are unsealed, due to health protection or hygiene reasons”. If the buyer removed hygiene seals against instructions to the contrary, they are likely to be deemed to have ‘accepted’ the goods and are not entitled to a refund or to cancel the contract.
Products are packed in sealed see-through packs should be returned with the sealed pack intact and unopened. The sealed packs or seals which hold the product together and/or to the backing card are there for hygiene reasons.
If you are not sure about your colour we do offer a colour match service before you order.
Colour Match Here
Where do I return my items?
Please send your returns to…
113 Pollard Street,
Please try to avoid folding the pack in any way different from the way it arrived.
Please enclose the Despatch Note or a note with your name, order number and reason for return.
What courier service do I use?
We recommend sending by Royal Mail Signed For service or Special Delivery for your own protection if in the United Kingdom. Signed For / Tracked service your local Postal / Shipping Organisation offers if the outside UK. It is the customer’s responsibility to pay return postage. Please note, we cannot accept responsibility for any product that is not received in our returns centre, please retain your proof of return, so you can dispute delivery with the courier used. For Example, if you send a parcel untracked and we do not receive the parcel, we cannot accept liability for the missing parcel and will not be able to process your return.
Returning Free Gift with Order
Occasionally, we may run a promotional offer to give a free gift with your online order when you spend a certain amount of money. When returning a full order for a refund, you must include the free gift with your return. If you do not include the free gift, we'll have to deduct the value of the gift from the value of your refund. If you have any doubts over whether or not you need to return your free gift, please contact our customer service team.
Can I Exchange my item?
We do not accept exchanges as customers can obtain a replacement item quicker by placing a new order and returning the original one for a refund, which we endeavour to process within five working days of receipt. However, your payment card provider may take up to five working days further to credit your account.
All delivery times quoted at the time of Pre-Order are estimated and so cannot be guaranteed. We make every effort to deliver within the estimated but occasionally deliveries will be affected by circumstances beyond our control. We will keep you updated via e-mail of any changes to delivery times.