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Frequently Asked Questions


Can I contact Capital by phone?

Can I have my order delivered to me next day?

I've received my order and packing slip however there is no receipt in the box?

Please can you send me a catalogue of your products?

Are all prices on the website trade?

How do I register for a trade card to enable me to shop in-store?

Will I get Privilege Points when I shop online?

I didn’t receive a confirmation email of my order, has it still gone through?

I’ve moved since I last ordered and can't find how to change my address?

I’ve added a product on special offer to my basket for buy 1 get 1 free however it is only display one; shouldn't I be getting two for the price of one?

I’ve just placed ordered furniture/equipment as well as other products, will they all arrive together?

I'm trying to login but cannot remember my password. How can I find out my password?

I have a new email address, do I have to re-register?

Why are delivery costs higher to offshore UK destinations?


Q. Can I contact Capital by phone?
A. Yes, although we’re specifically set up to deal with enquiries quickly and efficiently via email. If you would prefer to speak to someone regarding your order the number for our customer service team is 01444 242273 (during office hours). To get in contact with one of our stores please use our store locator to find their contact details and opening times.


Q. Can I have my order delivered to me next day?
A. Yes, as long as all items are in stock and the next day is a working day (Monday to Friday). We must also receive your order by 3pm. Our next working day delivery service is available to all parts of mainland England, Wales and Scotland (excluding Rural Scotland). Please note that we dispatch parcels on a 'next day' service however we cannot guarantee next day delivery as goods are delivered by a courier company on our behalf. Please note that next day delivery service is not available during sale periods, for more information please see our delivery page.


Q. I've received my order and packing slip however there is no receipt in the box?
A. To save on paper, all receipts are emailed to the address you registered with. Please ensure we have your correct email address and that you are able to receive emails from us.


Q. Please can you send me a catalogue of your products?
A. We do not produce a catalogue of our products as they are all listed on and ordered easily via our website (online catalogue). This enables us to ensure all the information and products we have are correct and up-to-date.


Q. Are all prices on the website trade?
A. Yes, all products on this website are trade prices.


Q. How do I register for a trade card to enable me to shop in-store?
A. You’ll need to visit your local store with identification and proof you’re qualified in the hair or beauty industry. Please view our terms and conditions for a complete list of acceptable identification and trade qualifications. To shop online, please follow the online registration process.


Q. Will I get Privilege Points when I shop online?
A. No, Privilege Points can only be issued and redeemed when shopping in-store.


Q. I didn’t receive a confirmation email of my order, has it still gone through?
A. There are many possible reasons for not receiving your confirmation email. If you were displayed the order confirmation page (including your order reference) then your order has gone through. If you're still unsure please check the previous orders screen in the 'my account' area of the website, if your order is displayed as 'Order Placed' then we have received your order.


Q. I’ve moved since I last ordered and can't find how to change my address?
A. You can change both your billing and delivery addresses in the relevant section within the 'my account' area.


Q. I’ve added a product on special offer to my basket for buy 1 get 1 free however it is only displaying one; shouldn't I be getting two for the price of one?
A. Yes, please change the quantity to 2 and 50% discount will then be applied on these items.


Q. I’ve just ordered furniture and/or equipment as well as other products, will they all arrive together?
A. Generally not, furniture is normally delivered directly from the manufacturers/suppliers, the remaining products will be dispatched by us. We recommend allowing 2 - 3 working days for these goods to be delivered and between 2 - 6 weeks for the furniture items.


Q. I'm trying to login but cannot remember my password. How can I find out my password?
A. Click on the 'forgot my password' link found beneath the 'enter password' field. Enter your email address and you’ll be emailed a new password. You can login using this and will then have the option to change your password to something more memorable in the my account area of the website. If you are still unable to login please contact us on 01273 331122 (during office hours).


Q. I have a new email address, do I have to re-register?
A. No, please contact us (from the email address you originally registered with) and we'll change the email address we have stored in our system. You'll then be able to login using your new email address and all future emails will be sent to this address.


Q. Why are delivery costs higher to offshore UK destinations?
A. We use a courier service to deliver all of our parcels. Whilst this maintains a high level of service, unfortunately courier companies are not able to offer a flat rate for all UK destinations. Due to the types of products we sell we’re unable to send parcels via Royal Mail.

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