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Website Customer Services

Opening Times

Monday - Friday: 9am-5pm

Saturday - Sunday: Closed




Chat with us

Click the button above to chat with us, if we’re unavailable you can leave a message and we’ll get back to you when we return. Please have your order reference number to hand if you're contacting us regarding an order you've placed.

Frequently Asked Questions (FAQ's)

When will I get a response from Customer Service?

  • The Customer Service team are currently experiencing an extremely high number of enquiries - please bear with us during this time.
  • It may take us longer to respond then we would like, but we will reply as soon as we can – ideally within 1-2 working days depending on the query (we may also need to contact the courier or warehouse to gain the information for you).

 

Am I able to amend my order?

  • Unfortunately once an order has been placed we are unable to add or amend items. We cannot retrieve your order from the warehouse, once they have begun processing it.

 

Can I change my delivery address?

  • Many of you will need to change your delivery address from your salon to your home. You can do this during the checkout process by clicking on ‘Add New Address’.
  • Alternatively, if you have already placed your order you will be given the opportunity to change your address once you receive tracking details from the courier. There will be a link where you can leave delivery instructions or choose an alternative address.

 

When will I receive my order?

  • Once placed your order will go into in a queue, awaiting picking and packing by our Warehouse Team.
  • You will receive an email from us when it is ready for dispatch.
  • Then when the courier has collected your parcel you will receive tracking information from them via email and/or text message.

 

How do I track my order?

  • You will be sent tracking details from the courier via email and/or text message.
  • Tracking information will only be sent once the parcel has been dispatched and collected by the courier.

 

How do I register to shop online?


New online customer:

  • Just enter the email address into the ‘Create an online account’ field on the login/register page.
  • Then enter your details and click register.

Store customer with an email address on their account:

  • Just enter the email address into the ‘Create an online account’ field on the login/register page.
  • You will then be sent an email (check your inbox) with a link.
  • When you click the link you will be bought back to the registration page with all your account details pulled through.
  • You just need to create a password, click register and you can start shopping.

Store customer without an email address on their account:

  • If you do not have an email address on your store account, please contact Customer Service with all of your account details so they can link your email address to the account.

 

I can’t login to my account?

  • Please click on the ‘Forgotten your password?’ link on the login/register page, then enter your email address. If you have an account with us under that email address, you will then receive an email with a link to create a new password.
  • If you have done this and not received an email please check the email address you are entering is correct. We will only send an email to valid email addresses linked to an account.
  • If you are still having issues trying to login please try another device or try again later, as you may have locked your account by entering your password incorrectly too many times.

College Kits

Please contact CKD on 0116 284 7022 if you have any questions or issues in regards to ordering your college kit. For more information, please visit the CKD website.

Online enquiries

Please contact us via LiveChat or email as the Customer Services team are currently working from home. Our phone line is still operating but please only call us if your query is urgent and cannot reach us through LiveChat. The number is 0330 094 0450 (opening hours only – no message service available), please have your order number to hand if calling regarding an order you've placed. Unfortunately we are unable to take orders over the phone. Please contact your local store regarding all in-store purchases.


Training course enquiries

Please visit our Training Course FAQs Page for answers to our most common queries. If your enquiry is regarding a course you’ve booked with us, please contact the store you booked the course with. Contact details for your store can be found on our store list.


Furniture enquiries

Query regarding salon furniture? Please click here to contact our furniture specialists.




Feedback

If you'd like to tell us about an experience you've had with Capital, please email us at feedback@capitalhb.co.uk and we'll ensure it is passed on to the relevant staff member(s).

If you wish to make a complaint please email us at complaints@capitalhb.co.uk